post usage roi?

PowerPoint Presentation

1 Panaya | An Infosys companyWhere is the ROI? Justifying a Renewal or Upsell Using Actual Customer Usage DataVP Customer Success

Ariel Utnik

# Panaya | An Infosys company

PANAYA

Panaya | An Infosys Company

PANAYAAbout Panaya & MeAbout Panaya:Panaya is the market leader in changeanalyticand cloud-based software testing, tailored for ERP. Acquired by InfoSys for $230MAbout me:In love with the Customer Success mission, with special focus on churn reduction and prevention


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3Build more value faster for your company and ours and we can prove it.The Mission of a Customer Success Team

PANAYACustomer success associationhttp://www.customersuccessassociation.com/definition-customer-success-management/


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4Have you heard from your customers that the tool costs too much vs the value they get?


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Are you able to justify renewal price increase or upsell for customers that are heavily using your system?


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Do you have any idea what is the $ saving your customer gets from your tool?

Are you able to prove it?


PANAYA7So how can we prove it?Show me the money..


PANAYA8Build a post usage ROI tool

Validate the tool

Update your customer journey to collect relevant data for the post ROI

Manage the post usage ROI meetingThe steps for your own post usage ROI


PANAYA9Start with your pre-sale ROI toolRemember the promise and languageThink from the customer ROI meeting backwardWhat points you want to make What story do you want to tellQuantify the saving per activity / eventRefer to activities that customer understand and valueUse industry standard, cost surveys and past experienceUse reference that customer accepts and trusts

Build a post usage ROI tool


PANAYA10Build the calculation based on formulas with simple ability to update the parametersParameters may be different for every customerGenerate the data from your application / totangoIs your customer aware of their level of usage?Dont overshoot, customer should trust this ROI after he understands the detailsData must be trusted

Build a post usage ROI tool


PANAYA11Start with your organizationCSM, Sales, Product must buy it firstIndustry peer validatione.g. VP Global business application from NessCustomers validationThe Fact Sheet with the numbers in front of my eyes are a very good pictureThis is a proof that indeed were having benefits using your toolThis is encouraging This brings us to focus more on testingIs a CFO convinced to buy the product when he gets this data?Numbers must talkValidate the tool


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Collect the data from day 1Highest customer attention is during the onboarding

Incorporate those parameters into your customer journey processThere is no post usage ROI step in your onboarding

Collect data from customers


PANAYA13Make it simple, talk in savings ($, Hr, Mo to ROI)Must be based on the customer KPIsDefine in advance what is the desired outcome of the meeting (renewal? Upsell?)This will dictate your meeting strategyMake sure your champion is involved and aligned with the ROI preparationThe best you can ask for is that the champion will present part of itA good meeting should be with the executive sponsor and the championDont hold the meeting with the wrong audience

Manage the post usage ROI meeting


PANAYA14Dont get into the details if not neededLess is moreBetter to use excel format and not fancy presentationsKeep the engineering look and feelBefore you leave the room confirm your desired outcome A.B.C Always Be Closing

Manage the post usage ROI meeting


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Summary

PANAYACustomer Success - build value fast, and prove it!

Prove it in a way the customer can quantify and understand


PANAYA17Questions?

PANAYA WORKSHOP


PANAYA18Last year ROI and next years projection


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Last year ROI and next years projection


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Last year ROI and next years projection






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post usage roi?

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