Five years ago, if you asked the average CFO or venture capitalist how their company or portfolio was thinking about Customer Success, you’d probably be met with blank stares. These days it’s a different world. More and more CFOs and VCs are looking very closely at retention numbers, expansion metrics, NPS scores, and customer health assessments. They’re seeing the ROI. In this session, you’ll understand where that ROI is coming from and why it should be a key benchmark at the highest levels.

1. ©2016 Gainsight.
WHY CFOS AND INVESTORS
SHOULD CARE ABOUT
CUSTOMER SUCCESS
ALLISON PICKENS
Chief Customer Officer
Gainsight
NAKUL MANDAN
Investor, Lightspeed
Venture Partners
®2017 Gainsight.
JOHN BONNEY
CFO, FinancialForce

2. Sales Land / Expand Today?

3. Lead
Opportunity New Customer
Successful
Customer

4. Sales Land / Expand Customer Success

5. 86% 89% 89% 95%
13% 13% 16%
22%
117%
106%102%99%
Transactional Helix
Avg. Gross Retention % Avg. Expansion Rate % Avg. Net Retention %

7. Tech Go-to-Market: Make
Customer Success a
Cornerstone of Your Customer
Experience Strategy
Customer Success Management
is the Key to Outstanding B2B
Customer Experiences
Grow Fast or Die Slow:
Focusing on Customer Success
to Drive Growth
So how can a midsize manufacturer “break on through to the other side” …? Their best bet
is to take a page out of the SaaS vendors’ playbook and deploy a customer success
function.
- Geoffrey Moore

8. Customer Success Strategic Priorities
People
Rally your teams around the
customer; define their success
by customer success
Process
Jumpstart your program around key
initiatives aligned with driving
customer success and growth in the
helix
Technology
Enable your team to drive more value at scale with
data driven insights and automation

9. ©2016 Gainsight.
THANK YOU
®2017 Gainsight.