Salesforce Partners are focusing on customer retention by driving adoption, cross-sell/upsell, and maximizing renewal rates across their install base. Hear how Salesforce Partner, Brainshark, increased their customer retention by 7% in just 12 months by defining and adopting a customer health scoring system. Since understanding their customer’s overall health, Brainshark has greater accuracy in renewals forecasting and prioritizing the activities of their Customer Success teams. Join us on Tuesday, August 11th at 10 am (PT) as we share the secrets on increasing revenue from your install base and securing a higher company valuation by focusing on customer retention. In this webinar, we will specifically answer questions like: How to move from excel to a Customer Success solution? Why having customer health scores changes the game? Why valuations are tied to Customer Success metrics?

1. ©2015 Gainsight. All Rights Reserved.
Child-like Joy
Salesforce ISV Expert Success Series
Doug Chaney Ajay AgarwalLincoln MurphyVP, Customer
Success
Brainshark
Pat Kelly
Customer Success
Evangelist
Gainsight
Managing Partner
Bain Capital Ventures
RVP
ISV Partners
Salesforce

2. ©2015 Gainsight. All Rights Reserved.
Child-like Joy
©2015 Gainsight. All Rights Reserved.
What does it mean to be
a Customer Company?
Doug Chaney
RVP, ISV Partners
Salesforce

3. ©2015 Gainsight. All Rights Reserved.
Child-like Joy
©2015 Gainsight. All Rights Reserved.
How Gainsight Thinks
About Customer Success
Lincoln Murphy
Customer Success Evangelist
Gainsight

4. ©2015 Gainsight. All Rights Reserved.
What Peter Drucker said about customer success
“The purpose of business
is to create and keep a
customer.”
Peter Drucker

5. ©2015 Gainsight. All Rights Reserved.
lower-case customer success
When your customers achieve their Desired
Outcome through their interactions with your
company, that is customer success.

6. ©2015 Gainsight. All Rights Reserved.
Desired Outcome defined
Desired Outcome has two parts:
Required Outcome and Appropriate
Experience.

7. ©2015 Gainsight. All Rights Reserved.
Do you know enough to achieve customer success?
• What matters to the company (customer)?
• How do we judge success?
• At the Company level?
• Org level?
• Individual level?
• Qualitative and Quantitative

8. ©2015 Gainsight. All Rights Reserved.
Attrition
• Attrition Issues are often the initial catalyst
for investing in Customer Success
• Once the bleeding stops, growth comes into
focus

9. ©2015 Gainsight. All Rights Reserved.
But let me be very clear…
Expansion only happens when the customer is
achieving their Desired Outcome

10. ©2015 Gainsight. All Rights Reserved.
Child-like Joy
©2015 Gainsight. All Rights Reserved.
The VC Perspective on
Customer Success
Ajay Agarwal
Managing Director
Bain Capital Ventures

11. ©2015 Gainsight. All Rights Reserved.
How do we calculate Net Revenue Retention?
Existing RevenueExisting Revenue
Expansion
Revenue
Expansion
Revenue
Lost CustomersLost Customers
Net RevenueNet Revenue

12. ©2015 Gainsight. All Rights Reserved.
Why Your Board Cares About Customer Success
0x
5x
15x
20x
60% 70% 80% 90% 100% 110% 120%
Source: Altimeter and FactSet
10/2014
10x

13. ©2015 Gainsight. All Rights Reserved.
How Customer Success Effects Valuation
• Customer Success is the Foundation for Growth and Revenue.
• How much value are you delivering to your customers? Are your customers seeing
10x more value than what they are paying?
• Are your customers enthusiastic about your product/service. Will they buy more
from you? Will they refer you to other clients?
• Is it dramatically easier and cheaper to expand your existing customer relationship
than it is to sell a brand new customer?

14. ©2015 Gainsight. All Rights Reserved.
Child-like Joy
©2015 Gainsight. All Rights Reserved.
Brainshark
Customer Success
Case Study
Brainshark sales enablement software increases sales
productivity and accelerates revenue through creating better
sales conversations. Content – Training - Insight
Pat Kelly
VP, Customer
Success
Brainshark

15. ©2015 Gainsight. All Rights Reserved.

16. ©2015 Gainsight. All Rights Reserved.
Brainshark: Customer Health Score Elements
1
2
3
4
5
6
7
8
9

17. ©2015 Gainsight. All Rights Reserved.
Data-driven health scores to identify customer pain points
• Scorecards
summarize health
across your most
critical metrics
• See components over
time to see exactly
why overall scores
changed
• Qualitative and
quantitative scores to
handle the “art and
science” of customer
success

18. ©2015 Gainsight. All Rights Reserved.
Roll-up of Accounts & their health scores

19. ©2015 Gainsight. All Rights Reserved.
Brainshark: Customer Health Score Components
Usage Data
CSM
Assessment Data
Engagement
Data
CSM Score

20. ©2015 Gainsight. All Rights Reserved.
Brainshark: Customer Health Score Components
Usage Data
CSM Score
Engagement
Data
CSM
Assessment Data
Alerts/Alerts/
CTAsCTAs
Alerts/Alerts/
CTAsCTAs
MetricsMetricsMetricsMetrics

21. ©2015 Gainsight. All Rights Reserved.
Brainshark: Metrics
Platinum Customer
Gold Customer
Silver Customer

22. ©2015 Gainsight. All Rights Reserved.
Brainshark: Metrics

23. ©2015 Gainsight. All Rights Reserved.
Brainshark: Results

24. ©2015 Gainsight. All Rights Reserved.
Watch our Deep Dive Session and
Download the questionnaire
Julia Guyadeen from Gainsight and Edward
Hejtmanek of Ooyala will walk you through the
creation of a health score. Download our health
score questionnaire to create a health score for your
organization.

25. ©2015 Gainsight. All Rights Reserved.
Questions for
our panel
©2015 Gainsight. All Rights Reserved.

26. ©2015 Gainsight. All Rights Reserved.
THANK YOU
©2015 Gainsight. All Rights Reserved.