Graitec Success Plans

CLIENT SUCCESS The Practice of Success Driving measurable outcomes through incremental impacts using Autodesk and Graitec solutions

TRANSFORMATION CUSTOMER CLIENT VENDOR PARTNER WWW.GRAITEC.COM | © 2023 Graitec, Incorporated (Success Plan) TECHNOLOGY OUTCOME

GOAL: CREATE THE FULL-CYCLE PRACTICE OF CUSTOMER SUCCESS AT GRAITEC (ADOPT, EXPAND, RENEW) Profile • Team is almost exclusively operating focused on Securing Renewals Objective • Graitec IP adoption has been neglected in 80% of accounts • Team is segmented between Named Account and Run-Rate Modes Strategies • Competition is focused on contract-bid … value-selling and outcome delivery are opportunities to grow the business • Convert 80% of 1-year renewals to 3-year renewals (CONVERT) • Increase expansion pipeline by 30% in CSM / 20% in CSS accounts in H2 (EXPAND) • Activate 90% of Graitec IP by end of Q4 (ADOPT) • Drive >200% increase of Graitec IP and BlueBeam in accounts by end of Q4 (EXPAND) • Obtain 100% of the Autodesk Retention Incentive Program in Q3 / Q4 (RENEW) • Capture the CRI funds from Autodesk, by making a sustainable process to bring in renewals early • Right size and STRUCTURE the CS organization to load balance engagements across accounts (create CSA role) • Enhance KPI structures to align to evolving CS roles focused on ADOPT, EXPAND and RENEW strategies • Develop a SUCCESS PLAN framework for select AB accounts focused on customer SMART Outcomes • Develop CUSTOMER JOURNEY paths for products and industries leveraging automation and high touch engagements • Create a “AMBER ALERT” program to minimize churn and win-back accounts in competitive bids • Implement a HEALTHCHECK program focused at addressing under activated accounts • Create SUCCESS DASHBOARDS combining support cases, product and contract data and buyer readiness signals 3

OUTCOME Creating and scaling discovery for all customer DISCOVERY segments to drive impactful outcomes

CLIENT DISCOVERY Outcome Discovery Solution Adoption Advisor Two engagement tools can be leveraged to clarify and determine a client’s outcome. The S.A.A. (Solution Adoption Advisor) tool is an online curated experience that highlights some of the most common outcomes. The D.I.F. (Digital Innovation Framework is a High-Touch engagement that is flexible and adaptable across client needs. These two can be used together or independently. Digital Innovation Framework WWW.GRAITEC.COM | © 2023 Graitec, Incorporated (Success Plan)

SUCCESS Planning the impact and outcomes needed to PLANNING drive client success over time

CUSTOMER SUCCESS PLANNING (C.S.P.) • A Focus on Discovery Engagements that Clarify Outcomes and Deliver Measurable Impacts • Adaptable to any customer, industry and business challenge • Drives greater adoption of Autodesk and Graitec software and solutions

MEASURABLE IMPACT Digital Innovation Framework • MACRO Measurements allow quick and fast assessment of a client’s workflows • Speed time to highlight issues and potential areas for efficiency gain • Deliver and highlight the impact when leveraging the C.S.P framework

THE CLIENT Curating the high and low touch engagements JOURNEY that create a comprehensive journey

CUSTOMER JOURNEY (FIRST 90 DAYS) Event Sequence • Automated Engagement • Automated Product Experience • Curated Experience • Customer Path ● Basic Training ● HealthCheck ● Top 10 Features ● Activation Call ● Installation Guides ● Customer Success Plan Developed F irst Impact ● User Assessments C.S.P. ● Demo Zone of High Touch ● Governance Established ● Technical Closure I.R.C. EXPAND Customer engagement . ● Discovery Workshop ● Impact Review Call ● Solution Adoption Advisor ● Measurable Impact Highlighted ● Outcome Identified ● Co-presented with Client ● Scope of Work D.I.F. ● Introduce Product ● Qualify ● Survey S.A.A. ● NPS / CSAT ● HealthCheck Zone of Expansion ● “Graitec Digital Dispatch” ● “Graitec Digital Dispatch” ● Activation Call ● Industry Updates ● Industry Updates ● “Graitec Digital Dispatch” ● Industry Updates ● PowerPack Spotlight ● Technical Overview ● PowerPack Spotlight ● Technical Overview ● Installation Guides Zone of Low Touch (Automation) ● Top 10 Features Buy / Renew ● Account Management Best Practices ● Welcome – setup HealthCheck Call Time . 60 days 90 days ● Curated Resources ● Installation Guides 30 days

CUSTOMER JOURNEY MAP (PATH TO OUTCOME) Journey Impact delivery becomes the building blocks towards accomplishing an outcome. Impact review calls celebrate these impacts while expansion can be triggered at any time along the journey. FIRST 90 DAYS 180 DAYS 270 DAYS 360 DAYS Customer engagement . Aim to have the renewal happen on the 90th day out from the Renewal date and the outcome delivery. Zone of High Touch Buy / Renew EXPAND 1 Impact 2 Impact I.R.C. 3 Impact I.R.C. I.R.C. I.R.C. EXPAND Zone of Expansion EXPAND O utcome Buy / Renew Zone of Low Touch (Automation) Time .

SUCCESS Measuring the leading and lagging indicators that ANALYTICS give timely and actionable insights

METRICS (LEADING) Usage: Driving deeper and more cross-functional workflows is critical to increasing the our usage within this large stack of products. It functions as a leading indicator when looking to improve retention and reduce churn. Activation: This is one of those multi-functional KPIs. It can be a goal in itself, which would make it a lagging indicator. It is also one of the primary drivers of customer ROI. Reducing the time it takes a customer to activate their license and become active on the system will help effectively shorten time-to- value (TTV), which makes it a leading indicator. NPS: NPS is essentially the answer to asking your customers “How likely are you to recommend our product or service to others?” This feeds directly into the last stage of the Customer Success lifecycle, advocacy. We need to also include questions that relate to major corporate initiatives: 1. Digital Transformation 2. Data Management 3. Project Success Engagement: How much “touch” is happening to the customer. Are they opening emails, viewing product engagements, responding to calls. A lot of the tools like OutReach and CONSENSUS integrate with Dynamics 365 giving us a view of a customer’s willingness to engage and their progress in the customer journey

METRICS (LAGGING) Renewals: Renewal is a standard by which we measure the overall health of the business. We need to expand this to also look at early renewals so we can turn this into a leading indicator and respond to any issues impacting the renewal experience. Net-New (Expansion) : This is one of the most common lagging indicators. Growth means new opportunities and new revenue streams (software and services). Outcomes: Delivery of outcomes needs to tracked in CRM. These also help to develop client success stories and is a key metric in renewal and growth opportunities of accounts. Churn: This is probably the most notorious of the lagging KPIs. We need to not only track this, but track it as it relates to competition and cross-reference this against usage and consumption metrics to better understand WHEN clients are at risk of leaving. (CLV) Client Lifetime Value: Develop a historical profile of a clients buying and renewing habits that can be used as a EWS and/or expansion predictor.

SUCCESS PROFILE API Dashboarding Using Autodesk Partner Web Services platform get more access to the metrics needed to evaluate current state of clients and enrich the Graitec data to create a “success profile” Client Profile Activation Usage Temperature NPS Early Renew (engagement)