Nick MehtaCEO

12 | 14 | 2015

Child-like Joy

@nrmehta

me

©2015 Gainsight. All Rights Reserved.

9 of top 25* large cap software

companies including…

15 of 43** publicly-traded

cloud companies including…

9 of 28*** “unicorn”

private cloud companies including…

Gainsight: Powering Customer Success Leaders

* PWC Global 100 software study; ** Bessemer Cloud Index; *** Bessemer State of the Cloud report

+ 250 More…

Confession…

©2015 Gainsight. All Rights Reserved.

©2015 Gainsight. All Rights Reserved.

©2015 Gainsight. All Rights Reserved.

5 Challenges

Challenge #1

Drift in Schema

Revenue

Revenue_2

Final_Revenue

Final_Final_Revenue

Use_This_Revenue

Common Keys

SFDC ID

Back-end ID

Zendesk ID

…

Account Hierarchy

GE >

GE Energy >

GE Energy Marketing

…

Drift in Time

New products

New channels

New pricing

…

Challenge #2

Snowflakes

Our CEOs are friends…

Different productsDifferent use cases

Big deals Customization

Challenge #3

Visitors

Leads

Opportunities

CustomersActive

CustomersChurns

Challenge #4

Average Predicted AUC = 0.81

TRUE AUC = 0.77

“What percent of the time is this right?”

Challenge #5

“I called one of the supposedly A-leads and they were totally not a fit”

“One of our best prospects was listed as a B”

“That customer shows green in the system but is unhappy”

“I called the ‘at risk’ customer and they are totally fine”

5 Suggestio

ns

©2015 Gainsight. All Rights Reserved.

Data quality =>

Data variance =>

Data points =>

Model understanding =>

Driving change =>

Focus on recent data

Analyze by segment

Solve for leading metrics

Times better than random

Track and automate actions

Questions?