This presentation was delivered by Dan Steinman, Chief Customer Officer at Gainsight, during the Salesforce World Tour event in Chicago, IL on March 24, 2016. The session was titled: "10 Strategies for Growing Customer Revenue" Since 90% of the revenue generated from your customers happens after the initial sale, the fastest way to drive profitable growth across existing customers is by focusing on customer retention and expansion. This presentation shares ten actionable strategies to grow customer revenue with retention, renewals and upsells. Leading companies such as Box, Citrix and Adobe have transformed their post-sales Account Management & Customer Success teams by improving their customer operations. Adopt these strategies to increase net retention by 5 - 10 points.

1. DAN STEINMAN
CHIEF CUSTOMER OFFICER
GAINSIGHT
NICK MEHTA
CHIEF EXECUTIVE OFFICER
GAINSIGHT

2. APPEXCHANGE
Success with Gainsight & AppNexus
“We emerged from our training class
with our CSM solution nearly
completed. Exceptional product!”
Absolutely critical to our CSM efforts
“There is no way to run CSM at scale
without a CSM solution. Gainsight is the
best of the best!”
Eric Foster, Head of CSM
RiskIQ
John McLaughlin, Director Ops
AppNexus

3. ©2016 Gainsight. All Rights Reserved.
Thought LeadershipPlatform
30 Local Chapters
Community
LEADING THE CUSTOMER SUCCESS MOVEMENT
“Being truly customer-centric means having
a deep understanding of your customers’
unmet needs, behaviors, desires,
motivations, and expectations.
Once you know this, you will have a great
foundation on which to build the strategy,
the team ,and the mechanics that will drive
customer success in your organization.”
FOREWORD BY: MARIA MARTINEZ
President, Sales and Customer Success

4. ©2016 Gainsight. All Rights Reserved. * PWC Global 100 software study; ** Bessemer Cloud Index; *** Bessemer State of the Cloud report
300+ Customers; 2X YOY Growth in Customers
OUR EXPERIENCE WITH OVER 300 CUSTOMERS GIVES US A
DEEP EXPERTISE IN THE CUSTOMER SUCCESS DOMAIN
Gainsight’s Deep Domain Expertise
5 of top 10* software companies
including…
33%** of publicly-traded cloud
companies including…
11 of 28*** “unicorn” private cloud
companies

5. ©2016 Gainsight. All Rights Reserved.
5 PILLARS OF CUSTOMER SUCCESS
The Solution

6. ©2016 Gainsight. All Rights Reserved.

7. Proactively
Manage
Risk and
Opportunities

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KNOW WHICH CUSTOMERS TO REACH OUT TO,
WHEN AND HOW
Cockpit
• Reach out to the right
customer at the right time
• Proactive alerts are
triggered on at-risk
customers
• Identify upsell and cross-
sell opportunities

9. Build a Single
Source of
Customer Truth

10. ©2016 Gainsight. All Rights Reserved.
GET READY FOR YOUR CUSTOMER CALLS IN MINUTES
Customer 360
Export PPT. to get
ready for customer
reviews
Customer details, NPS survey, usage, support,
financial data – all in one place
• Understand the
complete customer
view all in one place
• Export PowerPoint
presentations in
seconds, complete
with your branding
• Total visibility across
all your touch points
with the customer – No
surprises!

11. Measure and
Manage Your
Customers

12. ©2016 Gainsight. All Rights Reserved.
IDENTIFY CUSTOMER PAIN POINTS AND
TRACK CUSTOMER HEALTH
Health Scores
• Scorecards summarize
health across your most
critical metrics
• See components over
time to see exactly why
overall scores changed
• Qualitative and
quantitative scores to
handle the “art and
science” of customer
success
Onboarding
Completed within target frame but
did not reach first milestone in 1
month.
Last update by Kerry Mills on 12/15/2015
60
82
Product Adoption
Logins for the product are in the 75th
percentile and customer has strong
adoption of new features.
Last update by Kyle Kennedy on 3/28/2016
78 NPS
Karl and Shannon submitted positive
survey responses with 10 NPS
value.
Last update by Sally McField on 2/16/2016
90 Support Cases
Customer has one open high priority
case. There are fewer closed cases
than the average.
Last update by Natalie Yost on 4/4/2016
85
Community Engagement
Admin engaged in 5 community
discussions last month and opened
2.
Last update by Tyler Benz on 4/1/2016
80 Success Plan Execution
33% of Success Plan milestones are
overdue this quarter. Goals are
agreed upon with customer.
Last update by Sally McField on 3/31/2016
52
Executive Relationship
Had great conversation with CEO,
he is very excited about the product
roadmap.
88 Product Fit
Customer is a great fit for our beta
program and shows unique use case
in a new vertical.
74

Advocacy
Customer declined reference call
and has not completed a case study.
40
Scorecard
Abbett has made tremendousstrideswith our product, increasingtheir usage
64% over the last quarter. They are activeon the communityand we see less
support cases.Despiteslow progress on SuccessPlans, their sponsoris very
engaged and excited and we’ve seen high NPS scoresfrom our adoption
champions.Weneed to keep pushing on adoption and ease them into the beta
Subjective VitalSigns
Objective VitalSigns

13. ©2016 Gainsight. All Rights Reserved.
IDENTIFY CUSTOMER PAIN POINTS AND TRACK
CUSTOMER HEALTH
Health Scores
• Executives can view
the health scores of
their complete book
of business
• Look at trending
health scores to
reveal patterns
across segments

14. Scale Your
Customer
Interactions

15. ©2016 Gainsight. All Rights Reserved.
EMAIL OUTREACH TO SCALE YOUR CUSTOMER
COMMUNICATIONS
CoPilot
• Targeted, personalized,
trigger driven emails
contain the customers’
own
• Create and leverage
pre-built email
templates
• Automatically follow up
with your customers to
foster adoption and
retention

16. Leverage
Customer Best
Practices

17. ©2016 Gainsight. All Rights Reserved.
IMPORT BEST IN CLASS CUSTOMER SUCCESS
THOUGHT LEADERSHIP
Vault
• With Gainsight Vault,
import the finest customer
success and account
management thought
leadership assets.
• Be productive from day
one. Import directly into
Salesforce and configure
instantly.

18. Don’t Lose
Sight of Your
Champions

19. ©2016 Gainsight. All Rights Reserved.
GET NOTIFIED WHEN YOUR SPONSOR MOVES
Sponsor Tracking
• Automatically monitor
key sponsors by title,
company, location or
departments, via social
networks.
• Track promotions or
when someone
leaves their
company.

20. Solicit
Feedback
Frequently

21. ©2016 Gainsight. All Rights Reserved.
CREATE AND DESIGN NPS SURVEYS
Customer Surveys
• Conduct surveys at
important milestones of
the customer journey and
segment customers into
appropriate nurture tracks
• Drive an integrated closed
loop feedback from NPS
surveys
• Identify detractors and
advocates with NPS
surveys

22. Customer
Success MUST
Become Metrics
Driven

23. ©2016 Gainsight. All Rights Reserved.
MANAGE YOUR TEAM AND KEY METRICS
Operational Dashboards & Analytics
• Operational dashboards
provide executive
visibility and insight into
team management
• Analyze renewals based
on trending health score
and usage data
• Use Gainsight data as a
dataset within Salesforce
Wave

24. Make Customer
Success A
Company Wide
Priority

25. ©2016 Gainsight. All Rights Reserved.
DRIVE CROSS FUNCTIONAL VISIBILITY AROUND THE
CUSTOMER
Gainsight in Sales & Service Teams
• Access Customer360’s
health scores and
Cockpit’s Calls-to-Action
from within the Sales
Cloud Account and
Opportunity tabs, to help
renewal reps and account
executives sell more

26. ©2016 Gainsight. All Rights Reserved.
DRIVE CROSS FUNCTIONAL VISIBILITY AROUND THE
CUSTOMER
Gainsight in Sales & Service Teams
• With the native Service Cloud
integration, your Support
team can get an overall view
of customer data
• Have product usage,
customer health, financial
data and engagement
metrics at your fingertips

27. ©2016 Gainsight. All Rights Reserved.
DRIVE CROSS FUNCTIONAL VISIBILITY AROUND THE
CUSTOMER
Gainsight for Mobile Executives
• Prepare for meetings
with customer health
data on-the-go
• Update notes, health
scores, and create
actions for other team
members

28. Capture and
Track Your
Customer
Goals

29. ©2016 Gainsight. All Rights Reserved.
DEVELOP, TRACK AND REALIZE STRATEGIC PLANS
Success Plans
• Collaborate with
customer stakeholders
to align on what’s most
important for the
success of the customer
and craft your strategic
plan
• Manage the activity and
coordination of your plan
across specific
objectives and owners.
• Easily incorporate
reports and graphs on
Success Plans to your
Management
Dashboards

30. ©2016 Gainsight. All Rights Reserved.
AUTOMATED PRESENTATIONS FOR EXECUTIVE
REVIEWS
Success Snapshots
Instantly export .PPT
to get ready for
customer meetings
• Create up to date
presentations, QBR reports
or executive reviews to driv
renewals, retention and
upsell opportunities
• Customized, branded
templates to ensure
consistency
• Receive editable
presentations
conveniently in your
inbox with real-time
customer information

31. ©2016 Gainsight. All Rights Reserved.

32. DAN STEINMAN
CHIEF CUSTOMER OFFICER
GAINSIGHT
@dantsteinman
NICK MEHTA
CHIEF EXECUTIVE OFFICER
GAINSIGHT
@nrmehta