Presented by Anjanette Hill Mendoza and Peter Armaly

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The Customer Success Nuances of On
Premise Solutions
Moderator: Irit Eizips, Customer Success
Consultant, CSM Practice
Peter Armaly, Director of Customer Success at BMC
Anjanette Hill Mendoza, VP of Customer Success at
Advent

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VP, Customer Success
Anjanette Hill-Mendoza

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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

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Today’s Theme is…
Engagement

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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

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Engaging without Product Usage Data
No Usage Data?

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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

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With those Gauges in Mind…
Customer Success is about
YOUR level of engagement with the
Customer

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Traditional Customer Lifecycle

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Customer Lifecycle with Engagement and Gauges
Kick-Off
Meeting
Strategy
Session
‘Graduation’ Business
Review
Health Check
Training
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

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Make it Consistent
Consistency is key: provide a CSM workflow

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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

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Director Customer Success
Peter Armaly
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YOUR
PHOTO
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YOUR
PHOTO
HERE
INSERT OR TYPE
YOUR COMPANY
NAME HERE
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YOUR COMPANY
NAME HERE

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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

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

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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

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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

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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

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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%

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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

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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
POC
March
POC
March
Phase 1
FY16 – Q1Q2
Phase 1
FY16 – Q1Q2
Phase 2
FY16 – Q3Q4
Phase 2
FY16 – Q3Q4
Phase 3
FY17
Phase 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

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The sweet spot is about to happen

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THANK YOU