The Customer Success Nuances of On Premise Solutions

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The Customer Success Nuances of On Premise Solutions

Moderator: Irit Eizips, Customer Success Consultant, CSM PracticePeter Armaly, Director of Customer Success at BMCAnjanette Hill Mendoza, VP of Customer Success at Advent


VP, Customer Success

Anjanette Hill-Mendoza


Advent Software

About Advent:

•Leader in investment management software space, assisting our more than 4200 customer firms in 60 countries evolve and grow their business for 32+ years

•Focused on our Customers’ unique strategies and delivering exceptional investor services

A little about Me (@anjaneth):

•More than 18 years of experience in B2C and B2B Customer Success•SaaS and transactional/on prem software solutions•Customers, and bases, of all shapes and sizes


Today’s Theme is…

Engagement


On Premise Customers: a comparison

• Strong renewal rates• Loyalty is an understatement• TTV can be long• Highly customized solution• Customers can be slow to

innovate

• Good to Great renewal rates

• Relationship(s) is key

• TTV usually shorter

• Out of the box solution

• Customers love to innovate

On Premise Solutions SaaS Solutions


Engaging without Product Usage Data

No Usage Data?


Customer Temperature Gauges Come in Many Forms

• Involvement with support• Community engagement• Sentiment via surveys• Services usage• ARR growth• Upgrade and versions

history

• Willingness to act as reference• Conference/user groups/ CAB• Product feedback• Business review frequency• Your Customers’ success

metrics

Quantitative Qualitative


With those Gauges in Mind…

Customer Success is about YOUR level of engagement with the

Customer


Traditional Customer Lifecycle


Customer Lifecycle with Engagement and Gauges

Kick-Off Meeting

Strategy Session

‘Graduation’ Business Review

Health CheckTraining

Renewal Assist/BR

Success Metrics

Success Metrics

Community & Survey

Community & Survey

All of the Above

All of the Above

Support, Survey, Success Metrics

Support, Survey, Success Metrics

Support, ARR Growth, Surveys

Support, ARR Growth, Surveys

Services Usage

Services Usage


Make it Consistent

Consistency is key: provide a CSM workflow


Review and Calls to Action

•Customer Success is Customer Success regardless of the solution

•Engagement is ALWAYS key• Determine the temperature gauges that make

sense for your Customers AND business goals• Use those temperature gauges to build an

thoughtful Customer lifecycle • Provide your CSMs with a workflow that keeps

them on track


Director Customer Success

Peter Armaly INSERT

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Who is BMC?

• Leaders in the IT management space for 35 years• 6000 employees• 16,000 customers• $2.2B revenue• Solutions:

• IT Operations• IT Service Management• Workload Automation• Cloud Management• IT Automation• Mainframe

But those are just facts and statistics


BMC - Brand Video - Bring IT to Life 041615.wmv


Some historical facts about On-Premise Customer Success

at BMC

• 230 - the number of accounts (globally) that have been assigned to CSMs in each of the last three years

• 5 – the typical number of accounts assigned to a CSM• 75% – the average amount of time spent by a CSM on

reactive support-related concerns/issues • 0 - the number of automation tools utilized by the on-

premise Customer Success organization• 0 – the number of cross-sells and up-sells affected by

Customer Success in over 15,000 accounts


Some simple facts or why we did what we did

• 23% - the premium a company can expect from a fully engaged customer compared with an average customer *

• 13% - the discount a company can expect from a fully disengaged customer *

• 37% - the increase in revenue that fully engaged customers represent compared to customers who are actively disengaged *

• Customer Success was an investment with a debatable return• Difficult to draw a line between a CSM and revenue

* Source: Gallup Business Journal July 2014


Differences in the on-prem world

• Time to value much longer• Typically much more heavily customized• Support is more challenging• Smaller, SaaS-based competitors nipping at our exposed

(large) flank of mid and lower tier customers• Product adoption was key but difficult to gauge and drive


The opportunity and goals

• Positively influence a vast under-served territory – NPS 10%• Smoother and more effective on-boarding – 100% of

products• Support deflection – 50%• Higher renewal rates - 5%• Expanded footprint - 5%• Customer advocacy - 50% enrollment• Drive product adoption – 50%


How we leapt the internal hurdles

• Broad end-to-end post-sales big picture approach• Evangelism• Shamelessly exploited BMC’s transformation story• Executive endorsement/leadership• CCO support and involvement • Expert industry advice• Design leverages existing technology investments


Smart Touch Engagement Model

• Dashboards• CSM • Management• 360 view• Cockpit• Playbook CTAs• Onboarding• Renewals• Support• Key Metrics• None, just validating

product functionality and dashboard views

• Accounts• 150• CSMs• 3• Playbook CTAs• Onboarding• Renewals• Support• Integrations• Remedy• Salesforce• Key Metrics• Touches/Account/CSM• Playbook stats

• Accounts• 750• CSMs• 5• Playbook CTAs• QBR• Engagement• Adoption• Integrations• Service Cloud • Influitive• Jive• OpenAir• Key Metrics• NPS • Renewals• Customer engagement• Customer health

• Accounts• 2250• CSMs• 15• Playbook futures• Compound workflows• Predictive analytics• Customer profiling• Key Metrics• NPS• Revenue• Customer health• Customer advocacy

Sales

Education

POCMarch POC

March Phase 1

FY16 – Q1Q2Phase 1




FY17Phase 3

FY17

Support ServicesRenewals Marketing

Technology Stack (Gainsight, Eloqua, Influitive, Jive, Salesforce, Service Cloud) – Health Scoring, Playbook EngineTechnology Stack (Gainsight, Eloqua, Influitive, Jive, Salesforce, Service Cloud) – Health Scoring, Playbook Engine

Product Mgmt


The sweet spot is about to happen


THANK YOU