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 “Expand” portion and will contain configurations for the following reports:

  1. Closed ARR of CS - Attributed Upsells
  2. Upsells - Wins from Last Quarter
  3. Converted POC ARR

Note: These reports rely on customization of Salesforce or Gainsight objects

Closed ARR of CS - Attributed Upsells

This chart shows the closed Upsell ARR where the lead-source was an Outbound Effort by CSM or Renewal & Expansion Manager, grouped by the Quarter closed. Leads generated through Sales, Marketing or an inbound request are not included. Sales Reps are required to fill out the lead-source before they close the deal.

Possible Custom Fields:

1. Opportunity::Upsell Lead Source (picklist)

a. Suggested picklist options:

  • Inbound Request
  • Outbound Effort (by CSM)
  • Outbound Effort (by Renewals & Expansion Manager)
  • Outbound Effort (by AE (Sales Person))
  • Outbound Effort (by Exec)

b. If you can add these options to the standard Opportunity::Lead Source field, that would accomplish the same result. However, since those options are upsell-specific, your Salesforce admin may prefer you create an upsell-specific Lead Source field or Upsell Record Type.

Report Configuration: (or Download Report from Vault)

1. Navigate to Administration > Analytics > Report Builder

2. Select the data source: Opportunity

3. Select fields in the Show Me:

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

4. Select fields in the By:

  • Opportunity::Close Date (then switch aggregation to Quarters)
  • (Optional) Your prefered segmentation field

5. Select filters:

  • Opportunity::Upsell Lead Source <includes> “Outbound Effort (by CSM)”; “Outbound Effort (by R&E Manager)”
  • Opportunity::Stage = Closed Won
  • Opportunity::Type = Upsell
  • Opportunity::Close Date <between> (select desired time frame)

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

7. Enter a report name and click Save.

Upsells - Wins from Last Quarter

A Customer Success “Win” represents a movement of overall health from a medium “Yellow” health to a higher “Green” health. This rise in health can pave the way for an upsell. We’ve tracked last quarter’s upsells that happened alongside a Customer Success “Win.”

This report requires a Rule to be built and run before we can build the report.

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 “Yellow” to “Green” 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 Closed Renewal ARR Associated with a CSM “Save” report in our Configure ROI of CS: Retain 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 then do a full-run. 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 Delta (when fields are added to the “By”, this will switch to Sum of ARR Delta)

4. Select fields in the By:

  • Account::Account Name

5. Select filters:

  • Transaction::Booking Type = Upsell; Renewal with Upsell
  • Booking Date = Previous FQ
  • Customer Info::Health (Start of Last Quarter) <= your upper bound for a “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 for a “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.

Converted POC ARR

Sometimes, Customer Success needs to bring a deal across the finish line through a short-term Proof of Concept (POC). This report shows the customers that were nurtured from POC to a “full” customer.

This report requires a Rule to be built and run before we can build the report.

Necessary Custom fields:

  • Usage Data::Stage Snapshot (text)

Also, you will need a Stage to identify POC accounts. To add a Stage, navigate to Administration > Customers > Stage > New > Add ‘POC’

Rule Configuration: (or Download Rule from Vault)

In order to identify the accounts that were  once a POC, we will build a Rule that moves the Customer Info::Stage to Usage Data::Stage Snapshot each week. This will only track Customer Stages from the time you turn the Rule on, so historical POCs would need to be documented some separate way.

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: Customer Info

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

  • Account::id
  • Customer Info::Stage Name

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

  • Customer Info::Status = Active

Click Next

4. Create an action:

Action: Load to Usage

  • Map
    • Account::ID to Usage Data::Account
    • Customer Info::Stage Name to Stage Snapshot
  • Additional Field Mappings
    • Usage Data::Week Label = select what aligns with your Usage configuration
    • Usage Data::Usage Data Aggregation Level Name = ACCOUNTLEVEL

Save

5. Test the Rule and schedule it to run weekly after your data ingest process happens

Report Configuration: (or Download Report from Vault)

1. Navigate to Administration > Analytics > Report Builder

2. Select the data source: Usage Data (“User Adoption”)

3. Select fields in the Show Me:

  • Customer Info::ARR (when you add a field to the “By”, switch the aggregation to “Max of ARR”)
  • We do this so that the report builder only shows one row for each POC account.

4. Select fields in the By:

  • Account::Account Name

5. Select filters:

  • Usage Data::Stage Snapshot = POC
  • Customer Info::Status = Active
  • Customer Info::Stage <excludes> POC
  • Usage Data::Usage Data Aggregation Level Name = ACCOUNTLEVEL

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

7. Enter a report name and click Save.