Customer Success

Question 1

A360

Answer 1

Adoption360.
Metric used by CS to score (on a 0 to 100 scale) a customer’s level of adoption risk based on the presence or absence of the characteristics of a well-adopted customer. Low score means high adoption risk, high score means low adoption risk.

Question 2

AAEP

Answer 2

All Access Education Pass.
Yearly paid subscription to Apptio University instructor-led training and certifications such as Recognized TBMA and Elite TBMA.

Question 3

BVA

Answer 3

Budget Variance Analysis.
Budget Variance Analysis (BVA) is a common capability delivered by both the Cost Transparency (CT) and IT Financial Management Foundation (ITFMF) products. Many customers perform some kind of BVA. So, implementing it in Apptio often provides a good first capability to deploy in Apptio.
Note: BVA has other meanings for other organizations (for example, Business Value Assessment).

Question 4

CEM

Answer 4

Customer Experience Map.
The Customer Experience Map (CEM) is how Apptio ensures that our customers realize the value of their TBM investment by focusing on adoption early and continuously.
CEM demonstrates Apptio’s experience in making customer’s successful and showcases our customer-facing people as a competitive differentiator.

Question 5

CS

Answer 5

Customer Success.
Apptio’s Professional Services organization that supports clients in the initial configuration and on-going adoption and support of the Apptio solution.

Question 6

CSP

Answer 6

Customer Success Plan.
A roadmap developed to propose next Apptio-enabled capabilities and target processes or use cases, and other updates provided ultimately to ensure customer success with Apptio.

Question 7

CTA

Answer 7

Call to Action.
A notification that is created automatically in Gainsight by business rules (or manually by users) and is assigned to a user; usually triggered by a condition (for example, change in customer usage), a pre-determined cadence (for example, required monthly Adoption360 reporting), or completion of tasks (for example, CEM Socialize stage completed).

Question 8

EBR

Answer 8

Executive Business Review.

Similar to Quarterly Business Review (QBR), but not necessarily on a quarterly cadence.

Question 9

ECSA

Answer 9

Enterprise Customer Success Advisor.

CSA assigned to Enterprise accounts.

Question 10

ETBMA

Answer 10

Elite Technology Business Management Analyst.
ETBMAs have completed the ETBMA learning plan which includes advanced courses, hands-on product exam, and case study requirement.

Question 11

EVR

Answer 11

Executive Value Review.
Establishes a common understanding of the goals and priorities of the customer’s TBM program. This includes understanding the drivers of their buying decision, identifying key initiatives that impact or are impacted by their TBM program, and identifying stakeholders and their personas. The EVR may entail one or more meetings for large or complex customers, or may be a simple conversation for smaller customers or simpler products. The EVR is one of the four Customer Engagement Map (CEM) Moments of Truth.

Question 12

EVW

Answer 12

Executive Value Workshop.
An interactive workshop to set appropriate expectations and priorities for both the Apptio team and the customer team. The workshop is also designed to align customer initiatives to TBM outcomes and capabilities in order to maximize impact for each customer. The EVW is an option for fulfilling the requirements of the Executive Value Review, usually for larger or complex customers; it is not mandatory for all customers.

Question 13

FPO

Answer 13

First Process Operationalized.
Final Moment of Truth in the Customer Engagement Map (CEM) that highlights how the customer has operationalized repeatable month over month value from Apptio processes. This makes Apptio “sticky” and customers more likely to renew their subscription.

Question 14

GBP

Answer 14

Global Business Practice.

Delivers content, methods, metrics, and guidance to the field to increase Apptio adoption and usage.

Question 15

GDP

Answer 15

Global Delivery Practice.

Team that sets the methodology standards for delivering Apptio product solutions to customers.

Question 16

GS

Answer 16

Global Services.

In the past, Apptio had Global Services (GS) and Customer Success (CS) Now, we are all CS, there is no GS.

Question 17

MOT

Answer 17

Moment of Truth.
Customer Engagement Map (CEM) Moments of Truth occur during four CEM steps; their purpose is to ensure alignment between the value we agreed to deliver and the solution we are delivering. Without that alignment, the risk of non-adoption increases dramatically.

Question 18

NPS

Answer 18

Net Promoter Score.
Industry standard metric (scale of -100 to +100) based on the aggregation of all responses to a single question we ask customers in a quarterly survey: How likely are you to recommend Apptio to a friend or colleague?

Question 19

PCSM

Answer 19

Premier CSM.

CSM assigned when a customer opts for the Premier Success service offering.

Question 20

PS

Answer 20

Professional Services.

A legacy term that was an alternate term for Global Services (GS).

Question 21

QBR

Answer 21

Quarterly Business Review.
For Customers: Meeting or event conducted on a mutually agreed cadence, ideally quarterly, with Executive Sponsors and/or Champions to confirm the three Rs of Apptio Account Management: Renewal, Relationship, and Roadmap.
For Apptio: Quarterly meeting where all functions (CS, Sales, Products, etc.,) report performance for the previous quarter and plans for upcoming quarters to the Executive Leadership Team.

Question 22

RRG

Answer 22

Risk Renewal Grade.
Metric (1 to 5 scale) used to predict the likelihood that a customer will renew. Metric is calculated based on information from A360.
This metric is not actively being used anymore.

Question 23

RTBMA

Answer 23

Recognized Technology Business Management Analyst.
Credential earned when customers/partners/employees complete the RTBMA learning plan which provides instruction on basic skills for successfully configuring and using Cost Transparency. Skills are validated with a multiple-choice exam.

Question 24

SCSA

Answer 24

Strategic Customer Success Advisor.

CSA assigned to strategic accounts.

Question 25

SOW

Answer 25

Statement of Work.
Defines project-specific activities, deliverables, and timelines. A SOW is required when the scope of a customer engagement does not fit a standard offering (for example, a jumpstart).

Question 26

TAM

Answer 26

Technical Account Manager.
A role that will give customers deep technical guidance to support the customer’s roadmap as they grow and mature their Apptio product. This is a subscription role purchased by the customer as part of the Premier Service package to help deliver specific outcomes.

Question 27

TBMA

Answer 27

TBM Analyst.
A role within a customer’s TBM Office or TBM Practice, typically responsible for the maintenance of the Apptio solution, development of new reports, enhancements to allocations or datasets, etc., Sometimes, but not always, also plays a business analyst or change management role.

Question 28

TBMO

Answer 28

Technology Business Management Office.
The organization within a customer that is responsible for the TBM program; usually consists of at least a Program Director and TBMA, and may also include business analysis, change management, and deep Apptio-specific technical expertise. The TBMO may be a virtual organization comprised of individuals who have other full-time roles; one individual may perform multiple roles in a TBMO, especially in smaller customers.

Question 29

TBMP

Answer 29

TBM Practice.
Alternate term for TBMO. Some customers feel that TBM Office sounds like a rigid organization construct, whereas “Practice” denotes a more virtual organization.

Question 30

WBS

Answer 30

Work Breakdown Structure.
A list of tasks that can be structured in a variety of ways, such as by phase, deliverable, or work package. More specifically, WBS is a hierarchical and incremental decomposition of the project into phases, deliverables, and work packages. It is a tree structure, which shows a subdivision of effort required to achieve an objective.