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The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. In fact, top-tier Enterprise SaaS companies know that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. And Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and actually operationalize - Customer Success. In this presentation - originally presented at the 2014 SIIA Maximize event in San Francisco, CA - Gainsight CEO Nick Mehta shares 10 Growth Hacks for Driving Enterprise SaaS Revenue.
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Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Turning Your
Revenue Funnel into
an Hourglass2014
May
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Turning Your
Revenue Funnel into
an Hourglass
10 Customer
Success Growth
Hacks
2014May
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. 3
Audience Poll
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. 8
Why?
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Transactional Economy Subscription Economy
Vendor Success
Customer Success
Vendor Success
Customer Success
The New Chasm
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Vendor
Can I get a reference?
Want to buy more?
Ready to renew?
Who are you
again?
Transactional Economy Subscription EconomySuccess
Retention
Advocacy
Expansion
Onboarding
Customer
The New Customer Lifecycle
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. 11
What?
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
MARKETING
SALES
RETENTION
Rethinking the B2B Funnel
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
The B2B Hourglass
MARKETING
SALES
SUCCESS
Higher Growth Rate
Higher Multiple
Higher CAC Frontier
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Retention Goes to 11 (> 100%)
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved. 16
How?
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Success Maturity Model
17Revenue
Succ
ess
Mat
urit
y
Adoption
Retention
Expansion
Optimization
Transformation
$1 - $5 MM$5 - $20 MM
$20 - $100 MM$100 MM - $1 B
$1 B+
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
10 CSM Growth Hacks
1. Create a sales pitch for your Customer Success program2. Monitor time to first value and define milestones3. Establish a success goals kick-off meeting4. Ban the check-in call5. Create a scorecard with client and review regularly6. 3+ contacts with monthly touches from different people7. Identify and mobilize your fans and they become bigger fans8. Accelerate up-sell through adoption9. Establish an early warning process10. Celebrate your Customers’ Success
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
10 CSM Growth Hacks
1. Create a sales pitch for your Customer Success program2. Monitor time to first value and define milestones3. Establish a success goals kick-off meeting4. Ban the check-in call5. Create a scorecard with client and review regularly6. 3+ contacts with monthly touches from different people7. Identify and mobilize your fans and they become bigger fans8. Accelerate up-sell through adoption9. Establish an early warning process10. Celebrate your Customers’ Success
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Matrix Data Architecture
Reduce Churn
“Headwind”
Increase Up-Sell “Tailwind”
Scale Team Efficiently
Source: Measuring the ROI of Customer Success Management Solutions - Mainstay Company
What?
5% points 3% points 25%Why?*
How?
Aggr
egat
e
Gainsight Customer360
Anal
yze
Gainsight4-D Analytics
Auto
mat
e
Gainsight Predictive Playbooks
Gainsight Drives Growth
Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Questions? Complaints?
Purchase Orders?@nrmehta
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