The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, 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 operationalize - Customer Success. This presentation - How to use Customer Success to drive Revenue Growth through Up-Sells - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Adobe DocuSign, Concur, MuleSoft

1. How to Drive Up-Sell Through Customer
Success
Bradley Mirkovich, Concur
Brent Grimes, MuleSoftTodd McEvilly, DocuSign

2. Brad Mirkovich
General Manager, Americas

3. CNQR - 2013 - $545 Million
20,000+ customers in 100+ countries
4,000+ global employees
25 Million registered users
Send over $12 Billion to banks per year
750,000 logins daily
TRAVEL AND EXPENSE
CLOUD PLATFORM LEADER

4. CUSTOMER
SUCCESS
VISION
Client Development exists as
a focal point for the customer to
achieve success with Concur.
Anticipating, identifying, and meeting
our customer needs is key to Concur’s
continued success.
We will measure our impact through revenue
growth, customer retention,
and relationship health.

5. CONCUR
CROSS SELL
ALIGNMENT
Concur Americas Enterprise Organization
Structure:
Client Development – 75
Sales – 110 (exclusive of overlays)
Upsell/Cross Sell Revenue is the responsibility
of both sales and our Client Development
Organization. Both are paid on this revenue.

6. Product Set Engagement Client
Satisfaction
Contractual
Performance
Feature
Adoption
CONCUR CUSTOMER SUCCESS INDEX

7. Engagement Client
Satisfaction
Feature
Adoption
Contractual
Performance
Product Set
•Core Products
•Upsell to core
•Cross Sell – add on
products and services
CONCUR CUSTOMER SUCCESS INDEX
Contractual
Performance
•Core Product
Utilization
•Contractual
Term
•Webinar
attendance
•Fusion Exchange
•Fusion
•User Group
participation
•Business Review
•LinkedIn Client
Group membership
•Contractual
Performance
•Net Promoter
Score
•End User Survey
•Sales Reference
•Concur Star
Engagement
•Measurement/
benchmarking
•Scope
•Best practices
•Dashboard
alignment

8. CUSTOMER
SUCCESS

10. Todd McEvilly
DocuSign Inc.
Vice President, Account Management

11. About DocuSign
DOCUSIGN CONFIDENTIAL 11
Vision
Empower organizations to
“keep business digital.”
Leader in Market Share
2009 2010 2011 2012 2013
Leader Among Analysts
Leader in Users
#1
eSignature
Takes Off
#1
eSignature
Wave
#1
eSignature
Solutions

12. DocuSign Enterprise Account Manager
Mission: Manage client relationship throughout the customer lifecycle, ensuring maximum value of
our partnership through strategic alignment of the DocuSign solution and client business strategy.
1. Main Point-of-contact throughout customer life cycle:
• Ensure your on-going satisfaction and value delivery
• Customer Advocate/Issue Escalation
2. Adoption:
• Monitor & drive utilization
• Help identify use case expansion opportunities
3. Pro-active Communication:
• Recurring Status Calls to monitor partnership
• Strategic Business Reviews
4. Sharing Success:
• Customer Community Engagement & Best Practices Sharing
• Internal & External Marketing

13. Adoption
Increase
Consumption
Retention
Decrease Churn
Growth
Increase Installed-
Base Bookings
Measuring Success:

14. Brent Grimes
MuleSoft
VP Global Customer Success
MuleSoft
Explosion of endpoints driven by the
mega-trends of SaaS, big data and the
Internet of Things
• 2,200+ SaaS companies
• 11,000+ open APIs
• 50 billion devices and objects will be
connected to the Internet by 2020
• 300+ employees, growing to 500+ by
end of year
• Offices in San Francisco, Atlanta, New
York, Buenos Aires, London, Sydney,
Singapore
• 2013: 91% subscription revenues
growth
• 60%+ of new revenue driven by SaaS
and/or mobile integration
• MuleSoft’s Anypoint™ Platform: the
only unified integration platform for
SaaS, SOA and APIs
MULESOFT MISSION
• Connect the world’s
applications, data and devices
Market Momentum
MuleSoft Momentum
MuleSoft Mission

15. Customer Success when growth is the charter
Vision Deployment Value Realization Growth
Differentiated new
customer experience
Prescriptive value
realization to growth
Renewal as an
opportunity
Requires a complete lifecycle approach

16. Customer Success @ MuleSoft
Vision Deployment Value Realization Growth
Guiding principle
• Customer Success is a company wide
mission
Customer Success charter
• Proactive, growth-focused engagement
• Rich and current view of every customer
• Blueprint for customer success
Where we are
• Building to deliver on this charter
How we prioritize
• Maximize 2014 impact
• Prioritize bookends
• New customer experience
• Renewals as an opportunity

17. Q&A