How Gainsight's CEO Uses Gainsight

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Child-like Joy

APRIL 17, 2015

FUEL REVENUE GROWTH WITH CUSTOMER SUCCESS



April 17, 2015

Gainsight on Gainsight:

CEO View


• This webinar is being recorded• Post Q&A questions into questions section

Housekeeping


Board/Angel


• Introduction• Sunday: Weekly Prep• Monday: Coaches’ Meeting and 1-1s• Monday: Product Meeting• Wednesday: Code Red Meeting• Any Day: Client Prep• Crazy Day: Board Meeting

Today’s Session


0x

5x

15x

20x

2014

EV/

Rev

enue

Mul

tiple

Estimated Dollar Net Renewal Rate60% 70% 80% 90% 100% 110% 120%

Source: Altimeter and FactSet 10/2014

10x

Why Your CEO Should Care About Customer Success


• “The customer is totally healthy”• “No one uses that feature”• “Customer Success is getting a lot better”• “Support is a major issue”• “We have no references”

Overheard In Past Companies…


CAVEAT: CUSTOMER NAMES AND AXES BLURRED TO PROTECT THE INNOCENT



Today’s Session


• What code red accounts do I need to check into?• What are my executive sponsor actions?• What are the customer updates from last week?• How is adoption going overall?• What did recent surveys say?

Sunday Night Questions…


What Code Red Accounts Do I Need To Check Into?


What Are My Executive Sponsor Actions?


What Are The Customer Updates From Last Week?


How Is Adoption Going Overall?


What Did Recent Surveys Say?



Today’s Session


• How is our ARR broken out by stage?• Which customers are taking too long in

onboarding?• Which customers aren’t using our product?• What renewals did we recently close?• What up-sells did we recently close?• Who are our top ARR customers?• Who are our top usage customers?

Monday Coaches’ Meeting Questions…


How Is Our ARR Broken Out By Stage?


Which Clients Are Taking Too Long In Onboarding?


Which Clients Aren’t Using Our Product?


Which Renewals Did We Recently Close?


Which Up-sells Did We Recently Close?


Who Are Our Top ARR Customers?


Who Are Our Top Usage Customers?


• How are the CSMs load balanced?• Which CSMs are working on which renewals?

VP CSM 1-1 Questions…


How Are The CSM Load Balanced By Customers?


How Are The CSM Load Balanced By ARR?


Which CSMs Are Working On Which Renewals?



Today’s Session


• Which features are being used the most?• Who are our top customers of those features?• Who are our top users in those customers?

Product Meeting Questions


What Are Our Top Features And Customers?


Who Are Our Top Users?



Today’s Session


• How many code red accounts do we have?• What’s driving code red?• Is this account getting better?

Code Red Questions…


How Many Code Red Accounts Do We Have?


What’s Driving Code Red?


Is This Account Getting Better?



Today’s Session


• What’s the contract information?• How is the account health overall?• How is usage trending?• Who are our champions?• Are they using advanced functionality?• Are there any support landmines?• How happy are they?

Client Prep Questions…


What’s The Contract Information?


How Is The Account Health Overall?


How Is Usage Trending?


Who Are Our Champions?


Are They Using Advanced Functionality?


Are There Any Support Landmines?


How Happy Are They?



Today’s Session


• Past: How did we do in most recent period? Present: How are we doing right now?• Future: How will we do going forward?

Board Questions


Past: Net Renewals By Quarter


Past: Churn By Reason


Past: Top Upsells By Customer


Future: Active Cockpit Customers


Future: NPS Trend


Future: Health Score Versus Lifetime


Future: Renewal Forecast


Fact-based decision making Customer Success as a priority CEO appreciates CSM workload Sleeping a tiny bit easier

Impact


2000+ Attendees5/12 - 5/13

San Francisco

gainsight.com/pulseCode: SUCCESS20

How Gainsight's CEO Uses Gainsight

Data & Analytics

Transcript of How Gainsight's CEO Uses Gainsight