Neil Jain · Director · | Scholar ✭✭

Comments

  • Martina - a lot of the customer success teams we work with use a range of tools to automate their work. We see Gainsight, Totango, StrikeDeck, and ChurnZero the most often amongst purpose-built tools. That said, there are many other of our clients that are leveraging existing tools (ServiceCloud, Tableau, survey platforms,…
    in We are in the process of evaluating a new Customer Success Tool. Comment by Neil Jain September 2020
  • I would defer to someone is more familiar with the nuances of ASC 606, but my understanding is that if you include the price & cost of the service in the subscription you have to recognize the revenue over the term of the subscription.
    in PS Margins Calc Assistance Comment by Neil Jain August 2020
  • We typically see our clients categorize internal hours / costs to the services P&L / margin. In fact, many SaaS companies put all of the services costs (including subscription configuration) into the services P&L, making the subscription margins more attractive. This is primarily driven by three factors: 1) The notion that…
    in PS Margins Calc Assistance Comment by Neil Jain August 2020
  • Agree with John that CS org alignment varies by company depending on what the intent and focus of the team (onboarding vs. retention vs. up-sell/cross-sell vs. csat, etc.). That said, many of our SW / SaaS clients are aligning customer success with other services functions (PS, Support, Training, etc.), usually under a…
    in Where does Customer Success "live" within your organization and why? Comment by Neil Jain June 2020
  • @Cindy Young - I'll defer to the benchmarks that TSIA can provide around support and maintenance operations. That said, feel free to reach out to message me directly as we've done some similar work for TR in the past, mostly in the Legal division. Happy to share how we went about it and what we found.
    in Cost of Post-Live Support: Benchmarks? Comment by Neil Jain June 2020
  • Similar to what John highlights in his benchmark reports, we see our clients leverage a broad array of PSA vendors. The ones we see most often are FinancialForce (especially if SFDC is CRM) and Netsuite OpenAir (especitally if Netsuite is your ERP). Have a couple of situations where they are implementing FinancialForce…
    in Identifying best PSA system solutions for delivering ProServices Comment by Neil Jain May 2020
  • Hi all. Looking forward to engaging with this community!
    in Community Introductions Comment by Neil Jain May 2020
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