53 GSM BSS Network PS KPI (Uplink TBF Establishment Success Rate) Optimization Manual
The 3 Ps of Customer Success: Pricing, Packaging and ... · The 3 Ps of Customer Success: Pricing,...
Transcript of The 3 Ps of Customer Success: Pricing, Packaging and ... · The 3 Ps of Customer Success: Pricing,...
©2015 Gainsight. All Rights Reserved.
The 3 Ps of Customer Success: Pricing, Packaging and
Promoting Your Success
©2015 Gainsight. All Rights Reserved.
Panelist Introduction
DENISE STOKOWSKI VP Solutions – Product
Management Gainsight
DIONE HEDGPETH SVP Customer Success
Apptio
SHANE HUGHES VP & GM, Customer Success
Products Salesforce
PAUL SELBY Principal Product Manager,
Services Symantec
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Question 1
Describe your success offerings, their components, and the target segment for each one. What is included in
your base offering? What type of Customer: CSM Ratio do you target for each segment?
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Key Pillars of Salesforce Premier Success Plans
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Success Plans Are Tiered By Feature Set
SIGNATURE Success
Plan Coming July 2016!
Enhanced Support
Training
Success Resources
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Apptio Segmentation
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Apptio Segmentation
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Apptio Success Offerings
• Standard Success (Free and Included) • CS Advisor 25:1 • CSM 25:1 • Standard Support
• Premier Success (Price varies by ACV tier: $40K - $120K) • CS Advisor 25:1 • CSM 6:1 • Premier Support
• Premier Plus (Price varies by ACV tier: $125K - $350K) • CS Advisor 7:1 • CS Engineer 7:1 • Premier Support
• All Access Education Pass AAEP ($3500 per year) • Named user pass. 100 hours in the library and growing • All you can eat virtual instructor led training
Roles • CS Advisor (Domain) • CSM (Technical App) • CSE (Technical Platform)
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Symantec: Customer Success Premium: the Highest Levels of Service and Support
Copyright © 2016 Symantec Corporation 9
Partnership A Customer Success Manager familiar with your environment helps you achieve your business goals: • A single point of contact at Symantec—all
products, all locations • A trusted advisor who tailors Symantec
solutions to grow your organization’s security proficiency
Expertise • Priority access to more experienced security
support engineers and designated product experts, around the clock
• Onsite emergency response when necessary • Unlimited access to instructor-led training
Risk Management Services that help prevent issues and deliver more from your investment, including: • Configuration reviews • Product optimization • Upgrade planning
Optimize your security posture:
Customization Ongoing account reviews that drive progress against key performance indicators selected for your business
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Symantec: Customer Success Select for Designated Technical Expertise
Copyright © 2016 Symantec Corporation 10
Partnership A single point of contact familiar with your environment acting as your liaison to Symantec
Your Customer Success advocate: • Directly manages any escalated issues • Periodically delivers summary reports on
cases, issues and trends in your security environment
Expertise • Access to a designated engineer with technical
expertise in a specific product family who directly manages all your cases for products within that family
• Priority access to more experienced support engineers, around the clock
Risk Management Services that help prevent issues and deliver more from your investment, including: • Configuration reviews • Product optimization • Upgrade planning
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Symantec: Build Support to Fit Your Needs with Customer Success Core
Copyright © 2016 Symantec Corporation 11
Partnership A single point of contact familiar with your environment acting as your liaison to Symantec
Your Customer Success advocate: • Directly manages any escalated issues • Periodically delivers summary reports on
cases, issues and trends in your security environment
Expertise • Priority access to more experienced support
engineers, around the clock
Access to a designated engineer with technical expertise in a specific product family who directly manages all your cases for products within that family
Risk Management Services that help prevent issues and deliver more from your investment, including: • Configuration reviews • Product optimization • Upgrade planning
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Question 2
For offerings that you want to mandate for a specific segment or type of customer, how do you approach that with
Sales? Would you offer it as investment in their success or 100% discount even when it was not sold? Do you incent
Sales to sell your Success offerings?
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Incent Sales for A La Carte & Bundle Success Plans with Licenses
A La Carte - ~40% of New Sales
ü Premier & Premier+ sold as add-ons.
ü AE’s paid @100% quota and commission
ü Never provided for free
Standard Included
Add value to your product offerings and increase sales price by “bundling” your Success Plan directly into your higher end product offerings. ü Add value to license bundle ü Raise price while lower
discount % on deals ü Accelerate sales velocity
(no separate line item) ü Ensure success products
on key deals
Bundled - ~60% of New Sales
Premier + Included
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Sales is Supported through Premier Success Specialists Team
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Apptio Premier Offering Incentives
All Premier/AAEPs are paid commissions like product, and retire sales quota Mandatory Offer #1: Premier Plus
• Mandatory for Platform customer, $750K+ ACV • Retires Sales Quota • Deal Desk approvals required • Business Results
• Sales tries to sell it • If sales can’t sell it, they will give it for one year $0 SKU • We turned our top 25 customers to green in the first year
• Financial Results • Half of our platform customers were approved free year 1 (protects $25M ACV) • Year 2: sold it to 40% of the free (counted as upsell quota) • Renewal %: 80%
Mandatory Offer #2: AAEP • Mandatory for all new customers • Only $3500, ties in with our jumpstart, no roadblocks encountered
All
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• Sales Business Development team works with Sales to identify opportunities
• Offerings are targeted – but not mandated – at specific segments based upon addressable needs at that level & price
• Multi-tier allows for future growth within account
• Discounting thresholds established
• Promoted internal research showing customers with premium services display higher retention and greater future investment
• Sales previously comp’d based upon premium service sales on top of product family sales
Customer Success sales
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Question 3
What has been the most successful or well received components of your offering for
driving success for your customers (and you)?
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Most Successful Components • Premier Success CSM
• Why? Product Mentor. They never touch the keyboard. • Goal: Make customers self-sufficient • CSMs drive average $300K/year
• Standard Success CS Advisor • Why? Customers need to be led and we provide a free CS Advisor to play
an oversight role. That is huge value add included in the subscription • Goal: Ensure customers know how to attain value from our solution via
roadmap
• Premier Plus CS Engineer • Why? Critical to proactively avoid escalations and increase customer sat • Goal: Ensure platform customers know how to operate our solution
Technical Application
Expert
Domain Expert
Technical Platform Expert
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Setting customer-specific annual goals Quarterly business reviews and updates
A single point-of-contact / trusted advisor
Most Successful Components
Industry: Government
“Our overall return on investment is immeasurable, because we
can’t quantify the huge improvement to client experience. Salesforce Premier Success and Accelerators have been critical to
our success—we couldn’t operate without it.”
Christine Comer, Director of Client Services Colorado Department of Healthcare (HCPF)
Colorado Department of Healthcare (HCPF)
Cha l lenge With a team of 12 agents servicing 20,000 calls per month, HCPF needed to drive process improvements in preparation for expected call volume following the roll out of the ACA.
HCPF abandonment rates and wait times exceeded industry standards by double digits
Solu t ion A personalized consulting engagement with a Salesforce specialist to: Develop macros that introduced productivity and efficiency for the call team Optimize use of licenses and drive value to better manage anticipated surge in call volume with launch of Affordable Call Act (ACA)
Resu l ts Reduced call times by 15 seconds and transaction times by 7 min on average – recouped 107 hours of staff time monthly to service an additional 612 calls Improved customer satisfaction by decreasing abandonment rates and wait times Fast-approaching team goal of First Call Resolution, helping customers quickly and efficiently, on the first call each time
“We saw 10 percent of car hire bookings during the initial test period come from a single email campaign powered by what we learned from our Email Segmentation Accelerator.” Glen Lowe, Head of CRM
Cartrawler realizes higher ROIs and renewed platform confidence through Marketing Cloud Accelerators.
Sought a better way to understand and utilize its customer database Utilized Marketing Cloud Accelerators to better understand its tools Implemented new best practices and methodologies to see a higher ROI, greater click-through rate, and improved marketing campaign performance
Industry: High Tech
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How do you measure the attach rate for each of your target segments? What renewal rates are you seeing
for your offerings?
Question 4
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Salesforce Attach and Renewal Rate Methodologies
Attach Rate Metrics: Both are calculated and reviewed monthly by region and sales segment.
% AOV attach – total annual order value or license revenue with Premier Success plans “attached”. This is an indicator that factors in renewal rate, product packaging strategy, and new sales success. Ending FY16 Worldwide AOV attach rate was over 77%. • % AOV attach is used a renewal rate metric as Salesforce focuses on overall
customer AOV renewal rates rather than product level
% ACV attach – total annual contract value with Premier Success attached. This is an indicator of attach rate to NEW sales. Ending FY16 Worldwide ACV attach rate was over 76%.
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Apptio Premier Offerings
Attach Rate • 15% of the base buys Premier Success • 12% of base has Premier Plus (paid and free) • 100% new logos. 65% of base has AAEP
Renewal Rate • 80% renewal for Premier • TBD for AAEP
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Describe additional services or value add services you offer for additional fees or a la carte.
Question 5
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Apptio Additional Fee Based Services
• Managed Services • Target customer: customer who lost their TBMA, or a Corporate customer who
will never staff internally • 20% FTE or 50% FTE packages, 6 month term • Scope: Evolve the model, build reports
• Advisory Services • Target customer: any customer who needs more CS advisor time beyond
Standard • Services SOW (packages forthcoming) • Scope: Workshops or Bucket of CS Advisor hours
• Professional Services • Target customer: any customer who needs project based services • Packaged configuration services or Custom SOW for Strategic segment
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THANK YOU