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Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Turning Your
Revenue
Funnel into an
Hourglass
2014
May
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Turning Your
Revenue
Funnel into an
Hourglass
10 Custome...
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.3
Audience Poll
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.6
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.8
Why?
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Transactional Economy Subscription Economy
Vendor
Succes...
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Vendor
Can I get a
reference?
Wan
t to
buy
more
?
Ready ...
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.11
What?
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
MA RK ETING
SALES
RETEN TION
Rethinking the B2B Funnel
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
The B2B Hourglass
MA RK ETING
SALES
SUCCESS
 Higher Gro...
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Retention Goes to 11 (> 100%)
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.16
How?
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Success Maturity Model
17
Revenue
SuccessMaturity
Adopti...
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
10 CSM Growth Hacks
1. Create a sales pitch for your Cus...
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
10 CSM Growth Hacks
1. Create a sales pitch for your Cus...
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Matrix Data Architecture
Reduce Churn
“Headwind”
Increas...
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Questions? Complaints?
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10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 1 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 2 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 3 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 4 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 5 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 6 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 7 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 8 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 9 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 10 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 11 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 12 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 13 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 14 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 15 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 16 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 17 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 18 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 19 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 20 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 21 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 22 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 23 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 24 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 25 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 26 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 27 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 28 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 29 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 30 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 31 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 32 10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue Slide 33
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10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue

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The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale.

In fact, top-tier Enterprise SaaS companies know that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.

And Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and actually operationalize - Customer Success.

In this presentation - originally presented at the 2014 SIIA Maximize event in San Francisco, CA - Gainsight CEO Nick Mehta shares 10 Growth Hacks for Driving Enterprise SaaS Revenue.

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10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue

  1. 1. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Turning Your Revenue Funnel into an Hourglass 2014 May
  2. 2. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Turning Your Revenue Funnel into an Hourglass 10 Customer Success Growth Hacks 2014 May
  3. 3. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.3 Audience Poll
  4. 4. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
  5. 5. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
  6. 6. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.6
  7. 7. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
  8. 8. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.8 Why?
  9. 9. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Transactional Economy Subscription Economy Vendor Success Customer Success Vendor Success Customer Success The New Chasm
  10. 10. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Vendor Can I get a reference? Wan t to buy more ? Ready to renew? Who are you again ? Transactional Economy Subscription Economy Success Retention Advocacy Expansion Onboarding Customer The New Customer Lifecycle
  11. 11. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.11 What?
  12. 12. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. MA RK ETING SALES RETEN TION Rethinking the B2B Funnel
  13. 13. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. The B2B Hourglass MA RK ETING SALES SUCCESS  Higher Growth Rate  Higher Multiple  Higher CAC Frontier
  14. 14. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
  15. 15. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Retention Goes to 11 (> 100%)
  16. 16. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.16 How?
  17. 17. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Success Maturity Model 17 Revenue SuccessMaturity Adoption Retention Expansion Optimization Transformation $1 - $5 MM $5 - $20 MM $20 - $100 MM $100 MM - $1 B $1 B+
  18. 18. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. 10 CSM Growth Hacks 1. Create a sales pitch for your Customer Success program 2. Monitor time to first value and define milestones 3. Establish a success goals kick-off meeting 4. Ban the check-in call 5. Create a scorecard with client and review regularly 6. 3+ contacts with monthly touches from different people 7. Identify and mobilize your fans and they become bigger fans 8. Accelerate up-sell through adoption 9. Establish an early warning process 10. Celebrate your Customers’ Success
  19. 19. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
  20. 20. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
  21. 21. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
  22. 22. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
  23. 23. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
  24. 24. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
  25. 25. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
  26. 26. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
  27. 27. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
  28. 28. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
  29. 29. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. 10 CSM Growth Hacks 1. Create a sales pitch for your Customer Success program 2. Monitor time to first value and define milestones 3. Establish a success goals kick-off meeting 4. Ban the check-in call 5. Create a scorecard with client and review regularly 6. 3+ contacts with monthly touches from different people 7. Identify and mobilize your fans and they become bigger fans 8. Accelerate up-sell through adoption 9. Establish an early warning process 10. Celebrate your Customers’ Success
  30. 30. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Matrix Data Architecture Reduce Churn “Headwind” Increase Up-Sell “Tailwind” Scale Team Efficiently Source: Measuring the ROI of Customer Success Management Solutions - Mainstay Company What? 5% points 3% points 25%Why?* How? Aggregate Gainsight Customer360 Analyze Gainsight 4-D Analytics Automate Gainsight Predictive Playbooks Gainsight Drives Growth
  31. 31. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
  32. 32. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
  33. 33. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. Questions? Complaints? Purchase Orders? @nrmehta
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The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. In fact, top-tier Enterprise SaaS companies know that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. And Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and actually operationalize - Customer Success. In this presentation - originally presented at the 2014 SIIA Maximize event in San Francisco, CA - Gainsight CEO Nick Mehta shares 10 Growth Hacks for Driving Enterprise SaaS Revenue.

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