How to Develop a Quarterly Business

ReviewStephanie Stapleton, Gild Helen Valentine, Workday

April Oman, ZuoraNina Bankar, Box

Stephanie Stapleton

Gild is changing the way everyone – from startups to

Fortune 1000 organizations – finds and evaluate

technical talent. Gild scours the web for developers,

using predictive technology to automatically evaluate

their abilities. That means you not only find candidates

– you know who can get the job done.

Director, Customer Success

• Launched June 2012• The Product: Gild Source• Our Customers: Talent Acquisition

Leaders, Recruiters, and Developers looking to hire software engineers

• Currently 250 Customers• 10 People on our CS Team• High-Touch Engagement Model• Everyone gets QBRs!

Gild Snapshot

QBRs: Alignment between Buyers and Users

Alignment - Accountability - CS as Trusted Advisor - ROI Conversation

BUYER

USER

Customer Success

The ROI Conversation

CustomerSuccess

CompanyStrategy

Value Prop

April OmanVP, Customer Success @ Zuora

Zuora is the global leader in subscription commerce and billing, helping

companies in every industry transition to the Subscription Economy.

Enterprise leaders and high-growth companies alike use Zuora's multi-

tenant cloud platform to launch, scale, and monetise their subscription

services. Zuora's applications work where traditional ERP applications

fail: Subscription pricing, quoting, orders, billing, payments, and

renewals. Built from the ground up by SaaS industry veterans from

salesforce.com, PayPal, and Netsuite, Zuora services innovative

customers like Box, DocuSign, Zendesk, News UK, Dell, Xplornet,

Ustream and Fairfax Media. Learn more www.zuora.com .

April Oman

• Background in consulting, customer relationship management, SaaS, customer experience, and Human Resources

• Joined Zuora Aug 2012

• VP of Customer Success:

• Responsible for Customer Retention, Adoption, Renewals, Identifying Upsells/Expansion Opportunities, Connecting

Customers to Advocacy Initiatives, 9 Keys for Subscription Success & NPS

Seven+ Years of Incredible Growth

The Leader in Commerce, Billing and Finance Solutions for the Subscription Economy

Zuora founded

Series A; Firstproduct

launched

Series B, Zuora

featured in WSJ

Series C; Zuora announces 1B in

contracted revenue

Series D, Trademarks Subscription

Economy; EMEA expansion

$20Bn contracted

invoice volume;Series E funding;

50th product release

2013201220112010200920082007

Offices: Foster City, London, Sydney, Beijing, Chicago, Atlanta

$132.5MFunding

650+ Customers

300+Employees

95%Customer Sat

Zuora wins AlwaysOn

Company of the Year Award;

expands to Asia

2014

Zuora wins Gold Stevie Award for

Customer Service

Excellence

Quarterly Business Reviews – WE DON‘T DO THEM

• A story…

It involves

Glamping!

Delivering Customer Success is Hard

Define it Organize around it Measure it

There is complexity in how you

In SaaSYou have to worry about the relationship;

how do you ensure renewal, reduce churn & get that upsell?

We wereDisconnected from our customers

We needed a blueprintA unified answer to a simple question:What do our customers want from us?

Our blueprint

• Customers embraced it

• Analysts embraced it

• Zeos embraced it

9 Keys for Subscription Success

This is whereThe Glamping comes in

So, what do CSMs do?

• Structured using 9 Keys for Subscription Success– Doesn’t have to be all 9 keys at once

• Triggers – Usage, Renewal Date, Upsell/Expansion Opportunity,

Escalation

• Customer Attendees– Marketing (price), Sales (acquire), Finance (bill, collect,

account, measure), IT (scale); they all care about nurture

• When– At least 90 days post go-live

Optimization Workshops

So, what do CSMs do?

• Preparation– Review usage, order form terms (are they using what they

bought?), Zuora roadmap, tickets, conversations with the customer to identify goals & challenges

• Facilitated workshop– Use a whiteboard!

• Outcomes– Priorities aligned to business goals– Relationship based on value

Optimization Workshops (continued)

Office Reminder

AppendixVision: Enable our customers to achieve success in the subscription economy.

CSM

• Increase product adoption

• Retain every customer ensuring easy renewal

• High customer satisfaction

• Identify upsell/expansion opportunities

• Connection to advocacy activities

• Operationalize the 9 Keys

Customer Success Teams & Priorities

Global Support

• Answer tickets • Foster relationships

through enhanced customer support community experience

• Maintain customer success rating

• Reduce support ticket average resolution times

• Reduce Prod (incidents) impact & resolution times

Zuora University

• Create expertise; Increase Customer, Partner & Employee understanding of all Zuora products

The 9 Keys for success with recurring revenue

Price to support business objectives

Enable new customers to subscribe on any channel

Send accurate, easy to understand bills

Collect cash fast through multiple methods

Give customers control Close books faster while remaining compliant

Gain visibility into key subscription metrics

Roll out price changes and experiment

Scalable, Reliable, Secure

Appendix

Nina BankarBox

Box’s mission is to make businesses of all sizes more productive,

competitive, and collaborative by connecting people and their most

important information. Content on Box can be securely shared and

easily accessed on the web, through iOS, Android and Windows Phone

applications, and extended to partner applications, such as Google

Apps, NetSuite and Salesforce. Headquartered in Los Altos, CA, Box is

privately held and backed by several leading venture capital firms and

strategic investors.

Sr. Manager, Customer Success

Customer Success at Box

Why QBRs?

• Business objectives and use cases

• Goals and success metrics

• Data and more data

• Integrations

• Next Steps

Helen Valentine

Workday, Inc. (“Workday”) is a leading provider of enterprise

cloud-based applications for human capital management (HCM),

payroll, financial management, time tracking, procurement, and

employee expense management. Our applications are designed

for global enterprises to manage complex and dynamic operating

environments. We provide our customers highly adaptable,

accessible, and reliable applications to manage critical business

functions that enable them to optimize their financial and human

capital resources.

Director, Customer Success

Operations, Workday

Customer SuccessWho We Are and Who We Are Not

The Workday ApproachOptimizes the full customer lifecycle

The Workday ApproachFocuses on incremental adoption and ongoing value realization

Q & A