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OpsStars Awards - Anaplan

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2020 OpsStars Awards 4 Most Cutting-Edge Ops Program An individual or team responsible for driving quantifi able results for their organization through operational excellence. "Our efforts have brought about a true best practice to align on one source of truth for gauging customer adoption. We're looking into providing our partner ecosystem access to this metric so we can scale adoption improvement efforts beyond Anaplan." - Lindsey Oh, Director, Customer Operations, Anaplan The Operational Approach Anaplan's Operations team started by establishing a defi nition of data-driven, quantifi able customer adoption metrics, working cross-functionally to ensure the result would resonate on a company-wide level. Then, the team began to draw on other relevant data f rom Salesforce and Splunk (e.g., annual recurring revenue data, pipeline expansion data, and usage data) to develop a rich and robust illustration of the customer landscape on adoption. In Anaplan platform, the team built a technical inf rastructure to ensure its account teams could easily leverage the data. Now, the organization's Sales and Customer Success teams set collaborative, bottom-up targets to drive adoption improvements, with top-down review and buy-in. The Impact The bottom-up target setting process was hugely welcomed by Anaplan's fi eld teams, and gave a high level of confi dence to the top tier executives because the metrics were backed up by a clear process to achieve a realistic goal in improving customer health. Anaplan's adoption improvement efforts have signifi cantly impacted both annual recurring revenue and pipeline for the company. The Challenge Anaplan lacked alignment around how to best serve its customers to drive strong retention and successful expansion. The organization's biggest challenge involved driving a mindset shift within its fi eld teams around customer health and adoption, and identifying which actionable metrics the company should rally around.

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