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Customer Success will be the conversation in San Francisco this October! If you’re going to Dreamforce this year – or have just read about it – you probably noticed when building your agenda that Marc Benioff’s keynote is titled “Welcome to the Customer Success Platform”, a subtle nod to the theme of this year’s conference. Join Anthony Kennada, Gainsight’s VP Marketing, and his guests Chance Curtiss, Customer Success Executive at Salesforce.com and Thomas Lah, Executive Director, of TSIA, for an in-depth preview of cloud computing’s biggest stage from the Customer Success perspective. Specifically, we will cover: - The historical context behind the Customer Success movement - Must-see sessions, breakouts and events at Dreamforce 2014 - How to go beyond the expo hall and evolve your Customer Success strategy 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.
Citation preview
A Customer Success Guide to Dreamforce
Sept 25
2014
Housekeeping
• Q&A panel on your right • Recording for colleagues who can’t make it• All attendees will receive slides• Twitter hashtag #customersuccess
Your Presenters
Anthony KennadaVP of Marketing
Chance CurtissCustomer Success Executive
Thomas LahExecutive Director
A Culture of Customer Success
Chance CurtissCustomer Success Executive
How Can I Get More?
Request a meeting with us:
Let’s Meet at Dreamforce
Dreamforce 2013 Recap
The Customer Success Dreamforce Debut
2013 2014
The Customer Success Conversationat #DF14
Learn and Play
12 Pillars of Customer SuccessTuesday, October 14th at 11:00 AMInsideView Open Lounge at One Kearny
Dan Steinman, Chief Customer Officer at Gainsight
Using Customer Success to Grow LTVTuesday, October 14th at NoonWestin San Francisco Market Street, Metropolitan Ballroom
(Partner Zone)Nick Mehta, CEO at Gainsight and Chris Cabrera, CEO at Xactly
Partner KeynoteMonday, October 13th at 10:00 AMMoscone West – 3rd Floor
Tyler Prince, EVP Channels & Alliances at Salesforce.comNick Mehta, CEO at Gainsight
Growth Hacking Customer SuccessTuesday, October 14th at 11:30 AMYerba Buena Gardens, TerraceLincoln Murphy, Customer Success
Evangelist
Also…Special (Secret) Announcement
How Can I Get More?
Request a meeting with us:
Let’s Meet at Dreamforce
Thomas LahExecutive DirectorTechnology Services Industry Association (TSIA)
The State of “Customer Success”
Dreamforce KeynoteHilton, Ballroom B, San Francisco4:30pm, Oct. 13th
16
Topics Covered
• Outcome chains of Customer Success• Net new capabilities of Customer Success
– What is different
• Current state of Customer Success• If you are starting Customer Success
17
TSIA Customer Success Baseline Benchmark
18
Software49%
SaaS29%
Hardware13%
Services9%
Company Types
Software SaaS Hardware Services
Three Profiles of Customer Success
Adopters Retainers Expanders0%
10%
20%
30%
40%
50%
60%
70%
80%
What % of CSM time is allocated to the following activi-ties?
Adoption Retention Expansion Other
19Source: TSIA 2014 Customer Success Baseline Benchmark
Participant Profiles
Adopters Retainers Expanders None of These Profiles
0%
5%
10%
15%
20%
25%
30%
35%
40%
45% 40%37%
10%13%
% of respondents in each profile
20Source: TSIA 2014 Customer Success Baseline Benchmark
Where CSMs Come From
Adopters Retainers Expanders0%5%
10%15%20%25%30%35%40%45% 40%
32%
3%
41%
31%27%
9%
17%
30%
1% 1% 0%
What % of CSMs are hired from the following resource pools?
Customer Support Professional ServicesSales and Marketing Product Group
21Source: TSIA 2014 Customer Success Baseline Benchmark
The Questions to Answer…
• Which organizational structures for Customer Success make sense when …
• What does “best in class” cost performance look like for Customer Success?
• Which Practices are most effective in achieving the target objectives of adoption, retention, and expansion?
• How do we cost effectively scale Customer Success?
22
Moscone North (N1007)
How Can I Get More?
Request a meeting with us:
Let’s Meet at Dreamforce
Thank You!
How Can I Get More?
Request a meeting with us:
Let’s Meet at Dreamforce
