Maximize the impact and return on your Gainsight CS investment. Learn how in our latest eBook.

back to all resources
Podcasts

Optimizing Net Dollar Retention When Dealing With Multi-Year Agreements

Season 2 Episode 8

How can you equip your organization to optimize adoption, retention and expansion when faced with multi-year contracts? In this episode, Mark Reynolds, Senior Vice President, Global Customer Operations at Digital Realty, shares how to define, deliver and verify customer value when your contracts span multiple years.

Optimizing Net Dollar Retention When Dealing With Multi-Year Agreements

Multi-Year Contracts Demand More Proactivity, Not Less

Many companies make the mistake of indulging in the thinking that multi-year subscription contracts can be won and then forgotten about until much closer to the renewal date that is years away. With multi-year agreements, the need for a clear and precise process for the definition, delivery and verification of customer value is paramount. To do this successfully, you need to operationalize a thorough customer journey powered by carefully-planned and thoughtfully-designed processes and a robust measurement framework that drives proactive and predictive customer insights.

On This Episode, You’ll Learn:

  • How to manage the customer journey and define, deliver and track customer value when working with contracts that span multiple years
  • The best way to approach readiness for renewals and manage contract expansion over the agreement lifetime
  • How Digital Realty defines and tracks the adoption of its ‘product’ when that core product is a physical building

We have health indicators but they’re from our perspective as a business, we need to focus on what health is from our customers’ perspective. What are those key drivers and how do our customers define success? That’s our North Star and that’s what we want to drive to.”

– Mark Reynolds, Senior Vice President, Global Customer Operations, Digital Realty

On This Episode, You’ll Hear From:

Mark Reynolds, Senior Vice President, Global Customer Operations

Mark Reynolds is an experienced B2B leader and change champion who is passionate about providing customers a superior, consistent, integrated, and global customer experience while delivering them their desired outcomes. For 25+ years, he’s held leadership positions at Digital Realty, ServiceNow, VMware, Equinix, Autonomy (Interwoven), BEA Systems, Inc., Siebel Systems, Inc. and Oracle Corporation where he’s led a variety of teams and customer-focused initiatives/programs including Customer Satisfaction Surveys, Executive Briefing Centers, Customer References, Customer Advisory Boards, Executive Sponsorship, Account Management, and Customer Success/Service.

Ross Fulton, Founder & CEO

Prior to founding Valuize, Ross spent over 16 years growing software companies and their partners in go-to-market strategy, sales engineering and customer success leadership roles on both sides of the Atlantic. An Englishman by birth but not by nature…he’ll take an espresso over tea every time!