10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue

  • Published on
    23-Aug-2014

  • View
    3.761

  • Download
    8

Embed Size (px)

DESCRIPTION

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.

Transcript

  • 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 Customer Success Growth Hacks 2014 May
  • 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 Success Customer Success Vendor Success Customer Success The New Chasm
  • 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
  • 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 Growth Rate Higher Multiple Higher CAC Frontier
  • 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 Adoption Retention Expansion Optimization Transformation $1 - $5 MM $5 - $20 MM $20 - $100 MM $100 MM - $1 B $1 B+
  • 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
  • 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 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
  • 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
  • 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? Purchase Orders? @nrmehta

Recommended

View more >