concur’s smb customer success journey: retention ......• measures your organization’s...
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Concur’s SMB Customer Success Journey:Retention & Expansion in the “Long Tail”
Greg M. StiversConcur
Sr. VP, Client Development, SMB
- Americas
#Pulse2017
Introducing TSIA’s CustomerSuccess Power Index (CSPI)
2
TSIA ...• Measures your organization’s
effectiveness and economic impact
• Helps you understand your strengths, weaknesses, and opportunities for growth
• Provides a highly analytical roadmap on where you can improve and the resources needed to get there
Take your benchmarking to the next level with our unbiased, data driven scoring methodology.
EffectivenessRating
EconomicImpact Rating
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Concur’s SMB Customer Success Journey:Retention & Expansion in the “Long Tail”
Greg M. StiversConcur
Sr. VP, Client Development, SMB
- Americas
#Pulse2017
4
About Concur
6500+ employees
Offices:USAustraliaUKJapanIndia
PhilippinesFranceGermanyHong KongSingapore
HQ: Bellevue
191m billable transactions processed annually
á 49%SAP’s new cloud bookings, including Concur, Q1 2017
Cloud DNA
Established1993
> 60% Fortune 500
205Mdollars of Invoices
Processed
847Kexpense receipts
uploaded
430Kmobile log-ins
179Ktrips booked
people around the world using45M
A typical day at Concur
©2017 Gainsight. All Rights Reserved.
Customer Segmentation – Client Development
Enterprise• Segmentation: > 1K employees• Long term contracts• Heavy renewal business• $ ARR Growth in Client Base
SMB• Segmentation: < 1K employees• Majority of Contracts - 90 days• Significant YOY Client Growth (YOY
40%+)• Retention• $ ARR growth in Client Base
©2017 Gainsight. All Rights Reserved.
SMB Client Success Journey
SMB Client Segmentation & Client Engagement Framework
Rollout Gainsight
SMB Client Lifecycle Engagement & Alignment with Sales
Readiness / Implementation Go Live Adoption Optimization Renewal
Expand
New Business Sales
New Business Client Success On Boarding Team
Client Success / Client Sales
Land
Impacts – SMB Client Success
Revenue
Retention
Productivity
NowThen
Client Success source less than 10% of Expansion Sales
Client Success source over team 50% of Expansion Sales
10% Retention improvement YOYAnd 36% improvement in Q1 full client disconnects compared to Last 4 QTR average
20% improvement in client to Customer Success Ratios and more time spent on proactive and value conversations
Multiple Systems to navigateWith no single view
Client Losses trending up
©2017 Gainsight. All Rights Reserved.
©2016 Concur, all rights reserved. Concur is a registered trademark of Concur Technologies, Inc. All other company and product names are the property of their respective manufacturers. Specifications and other details listed are accurate as of printing, but may change without notice.
Integrate partners into retention
strategy
How we continue to scale with high
growth
Optimize Gainsight
Customer Journey Continues
©2017 Gainsight. All Rights Reserved.
THANK YOU
©2017 Gainsight. All Rights Reserved.
#Pulse2017