Customer Success Board Presentation Daniel Cohen VP Customer
Customer Success Board Presentation Daniel Cohen VP Customer Success September 7 th, 2016
Retention ACV Over 1000 Employees 100 -1000 Employees Retention • Net Retention rate on Forecast YTD April • Strategic accounts show Net Retention rate up 5% year over year through April • • • SMB 4% over forecast – 16% Yo. Y growth May net retention rate 13% up year over year Q 3 looking good, both renewals and upsells up in May over last year 0 -99 Employees SMB Growth Strategic ACV 3500 3000 2500 2000 1500 1000 500 0 January Software February Biotechnology March Other Industries
Referrals 35 50000 45000 30 Referrals 40000 25 • • Referral growth driven by increase in proactive outreach activities by the CSM team and conversion rates on calls directly to the new CS programs Total upsell continue strong growth – driven by new account segmentation and strong advocacy plays 35000 30000 20 25000 15 20000 15000 10 10000 • Upsell and cross sell in SMB continue to be down 5 • Growth upsell down year over year 0 5000 0 January February # Deals # Accounts March ACV
Advocacy Activities Reference- ability • • • Number of case studies keep at stable rate as our CSM team works with our customers to promote our advocacy packages Number of online reviews and testimonials keep are going up due to our usage of Influitive to promote advocacy activities Number of reference calls are in line with volume of sales and requests from sales team. Our reference-able pool is expected to grow. March February January 0 2 4 Case Studies 6 # Reviews 8 # Ref Calls 10 12
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