usage data or not, customer success is still customer success

©2015 Gainsight. All Rights Reserved.

VP, Customer Success

Anjanette Hill-Mendoza


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


Today’s Theme is…

Engagement


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


Engaging without Product Usage Data

No Usage Data?


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/

Customer Advisory Board• Product feedback• Business review frequency• Your Customers’ success

metrics

Quantitative Qualitative


With those Gauges in Mind…

Customer Success is about YOUR level of engagement with the

Customer


Traditional Customer Lifecycle


Customer Lifecycle with Engagement and Gauges

Kick-Off Meeting

Strategy Session

‘Graduation’ Business Review

Health CheckTraining

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


Make it Consistent

Consistency is key: provide a CSM workflow


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


THANK YOU