At Gainsight, we’ve built an “ROI of Customer Success” Dashboard that helps us directly track, in financial metrics, the broad reaching impact that Customer Success has on your organization. We’ve bucketed our reports into three groups:

ROI = Retain + Expand + Land

Retain: How is Customer Success contributing to the retention of customers?

Expand: How is Customer Success growing the customers in the install base?

Land: How is Customer Success helping close new business?

This set of reports will focus on the “Retain” portion, and will contain configurations for the following reports:

  1. Closed Renewal ARR Associated with a CSM “Save”
  2. Closed Renewal ARR Associated with a CSM “Win”
  3. ARR of Saved Opt Outs

Note: These reports rely on customization of Gainsight objects

Closed Renewal ARR Associated with a CSM “Save”

We’ve tracked the renewals from last quarter that happened after a “Save” (improvement from Red to Yellow health).  It’s very possible these Renewals would not have come in if not for the change in health that was enabled by Customer Success.

Necessary Custom fields:

  • Customer Info::Health (Start of Last Quarter) (number field)
  • Customer Info::Health (End of Last Quarter) (number field)

Rule Configuration: (or Download Rule from Vault)

In order to identify the accounts that moved from “Red” to “Yellow” health last quarter, we will build a Rule that pushes the overall customer health from Scorecard snapshots (stored on Usage Data) to Customer Info. Specifically, we should grab the health score from the first and last weeks of the previous quarter, and move them to custom fields on Customer Info.

Note: this is identical to the Rule built for the Upsells - Wins from Last Quarter report in our Configure Reports for ROI of CS: Expand Your Business documentation.

1. Navigate to Administration > Rules Engine > +Rule

2. Select:

  • Rule Type = Custom
  • Rule for = Account
  • Add name and Description
  • Click Next

3. Select the source object: Usage Data (or if you store usage in MDA, then select your appropriate MDA table)

In the “Show” section, select something similar to the following:

  • Account::id
  • Usage Data::Week Label
  • Usage Data::Overall Score

In the “Filters” section, select something similar to the following:

  1. Usage Data::Week Label = select the first week of the previous quarter
  2. Usage Data::Week Label = select the last week of the previous quarter
  3. Usage Data::Usage Data Aggregation Level Name = ACCOUNTLEVEL
  4. Usage Data::Overall Score != null

Set the Filter logic to: (A OR B) AND C AND D

Click Next

4. Create two Actions:

Action 1: Load to Customers

  • Map
    • Account::ID to Customer Info::Account
    • Usage Data::Overall Score to Customer Info::Health (Start of Last Quarter)
  • Set Action Criteria
    • Usage Data::Week Label = select the first week of the previous quarter

Action 2: Load to Customers

  • Map
    • Account::ID to Customer Info::Account
    • Usage Data::Overall Score to Customer Info::Health (End of Last Quarter)
  • Set Action Criteria
    • Usage Data::Week Label = select the last week of the previous quarter

Save

5. Test the Rule and run it for real once. It does not need to be scheduled. This Rule will need to be manually adjusted and run again at the start of each quarter to update for the previous quarter’s data.

Report Configuration: (or Download Report from Vault)

1. Navigate to Administration > Analytics > Report Builder

2. Select the data source: Transactions or Opportunity

  • In this example, we’ll build on Transactions, but a very similar report could be made using Opportunity
  • Note: Transactions (Lifetime Revenue Management) is an add-on module

3. Select fields in the Show Me:

  • Transaction::ARR (when fields are added to the “By”, this will switch to Sum of ARR)

4. Select fields in the By:

  • Account::Account Name

5. Select filters:

  • Transaction::Booking Type = Renewal; Renewal with Upsell; Renewal with Downsell
  • Booking Date = Previous FQ
  • Customer Info::Health (Start of Last Quarter) <= your upper bound for a “Red” score. These bounds can be found in Administration > Health Scoring > Account Scorecards > Grading Scheme
  • Customer Info::Health (End of Last Quarter) > your upper bound of “Red” score.

6. Click “Apply” and then set your visualization type to “Bar”. The final report should resemble the above image.

7. Enter a report name and click Save.

Closed Renewal ARR Associated with a CSM “Win”

You can track the Renewals from last quarter that happened concurrently with a “Win”.  A CSM “Win” means bringing the customer from a normal, Yellow state to an excellent, Green state. This increases the probability of renewal.

This report requires the same Custom fields and Rules as the Report above. The Report configuration is also very similar. The only differences are in the Report filters.

Report Configuration: (or Download Report from Vault)

1. Navigate to Administration > Analytics > Report Builder

2. Select the data source: Transactions or Opportunity

  • In this example, we’ll build on Transactions, but a very similar report could be made using Opportunity
  • Note: Transactions (Lifetime Revenue Management) is an add-on module

3. Select fields in the Show Me:

  • Transaction::ARR (when fields are added to the “By”, this will switch to Sum of ARR)

4. Select fields in the By:

  • Account::Account Name

5. Select filters:

  • Transaction::Booking Type = Renewal; Renewal with Upsell; Renewal with Downsell
  • Booking Date = Previous FQ
  • Customer Info::Health (Start of Last Quarter) <= your upper bound for “Yellow” score. These bounds can be found in Administration > Health Scoring > Account Scorecards > Grading Scheme
  • Customer Info::Health (End of Last Quarter) > your upper bound of “Yellow” score.

6. Click “Apply” and then set your visualization type to “Bar”. The final report should resemble the above image.

7. Enter a report name and click Save.

ARR of Saved Opt Outs

Some companies will put “Opt Outs” in their contract.  It grants the customer the option to cancel their contract after a set amount of time.  Customer Success is then responsible for ensuring the customer finds value and does not Opt Out.

Necessary Custom fields:

  • Customer Info::Opt Out Date (Date): this field will need to be populated with the Opt Out date for the appropriate customers before the report can be made. This can be done manually, or by adding an “Opt Out Date” field to the Salesforce Opportunity and building a Rule to push it from the Opportunity to Customer Info when the Opportunity is closed/won.

Report Configuration: (or Download Report from Vault)

1. Navigate to Administration > Analytics > Report Builder

2. Select the data source: Customer Info (“Customers”)

3. Select fields in the Show Me:

  • ARR (when fields are added to the “By”, this will switch to Sum of ARR)

4. Select fields in the By:

  • Customer Info::Out Out Date (then switch aggregation to Quarters)

5. Select filters:

  • Customer Info::Status = Active
  • Customer Info::Opt Out Date < Today
  • This will capture the accounts that have made it past their Opt Out

6. Click “Apply” and then set your visualization type to “Column”. The final report should resemble the above image, but without the different segments within each bar. To segment each part, add your preferred segmentation field into the “By”.

7. Enter a report name and click Save.