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1. ©2015 Gainsight. All Rights Reserved.
Child-like Joy
Salesforce ISV Expert Success Series
Doug Chaney Ajay AgarwalLincoln Murphy
VP, 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

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What Peter Drucker said about customer success
“The purpose of
business is to
create and keep
a customer.”
Peter Drucker

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lower-case customer success
When your customers achieve their
Desired Outcome through their
interactions with your company, that
is customer success.

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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

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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 Revenue
Expansion Revenue
Lost Customers
Net Revenue

12. ©2015 Gainsight. All Rights Reserved.
Why Your Board Cares About Customer Success
0x
5x
15x
20x
2014EV/RevenueMultiple
Estimated Dollar Net Renewal Rate
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
Presentations Non Archived Score
New Presentations Score
Users Score
Views Score
Campaign Participation Score
Tech Support Score
Advocacy Activities Score
Lifecycle Score
CSM Score
1
2
3
4
5
6
7
8
9

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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

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Roll-up of Accounts & their health scores

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Brainshark: Customer Health Score Components
Usage Data
CSM
Assessment Data
Engagement Data
CSM Score

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Brainshark: Customer Health Score Components
Usage Data
CSM Score
Engagement Data
CSM
Assessment Data
Alerts/
CTAs Metrics

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Brainshark: Metrics
88.0%%
90.0%%
91.0%% 93.0%%
81.8%%
81.0%%
84.0%%
86.0%%
79.0%%
83.0%%
82.5%%
83.0%%
70.0%%
75.0%%
80.0%%
85.0%%
90.0%%
95.0%%
1/1/2015% 2/1/2015% 3/1/2015% 4/1/2015%
Net%Revenue%Reten6on%by%Customer%Tier%
Pla6num%
Gold%
Silver%
Platinum Customer
Gold Customer
Silver Customer

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Brainshark: Metrics

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Brainshark: Results

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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.

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

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THANK YOU
©2015 Gainsight. All Rights Reserved.