Customer Success Summit 2015 breakout session: Presented by: Arjun Devgan, VP of Customer Success, Comprehend

1. Produced by
Why You Shouldn’t Ignore
Your Little Customers

2. • Have sold, implemented & serviced SaaS customers: 15 years
• Enjoy writing about Customer Success & Professional Services
Helping build out the entire post-sales experience for a life
science analytics startup. Responsible for Customer Success,
Implementation, Training & Support.
Founding member of Professional Services team. Ran PS &
Customer Success for team serving 250+ SMB & Enterprise
accounts.
About Me: Arjun Devgan
Early sales employee at SaaS financials provider Intacct.
Also, implemented Salesforce for a year.

3. The SaaS Shift
ADOPTION
RENEWAL
CUSTOMER
SAT
REFERENCE
S
UP-SELL
PRODUCT
FEEDBACK
PRODUCT
EVANGELISTS
CUSTOMER
ADVOCACY
MARKETING
VOICE OF
THE
CUSTOMER
NPS
ACV
REMOTE
MULTIPLEACCOUNTS

4. The Prioritization Problem
• Sort by Annual Contract Value (ACV)
• Segment by Annual Revenue or Company Size
• Align with Sales Org (Example: Enterprise Accounts)
• Create Lighthouse Programs for Strategic Accounts
• Or…merely by biggest fire
ALL THESE EXERCISES FORCE A CUSTOMER SUCCESS MANAGER TO START AT
THE TOP OF THE LIST AND SERVICE THEIR WAY DOWN FROM THERE.

5. 3 Reasons To Stop Ignoring
Your Little Customers
RAINDROPS MAKE
AN OCEAN
EVANGELIST CUSTOMERS =
WORLD-CLASS MARKETERS
SUCCESSFUL CUSTOMERS
BUY MORE SOFTWARE

6. Define Customer Success for SMB
USE THIS SMB CUSTOMER CHECKLIST
 Develop a SMB-specific CS Strategy
 Always Assign a CSM
 Require Formal Touch-points
 Micro-manage Renewal Ranking
 Track Industry Influence
 Understand Growth Potential

7. Q & A
www.linkedin.com/in/arjundevgan
@arjun_devgan