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HOME PLATE: GETTING VALUE FROM GAINSIGHT

ALLISON PICKENS, VP CUSTOMER SUCCESS

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PersonalWell-being

CustomerWell-being

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Gainsight Health Drivers

Customer Health

Time

Optimized Customer Lifecycle Touches

Proactive Risk Touches

Proactive Opportunity Touches

Unified View of Customer Base

Simplified Customer Interaction Preparation

E

D

A C

B

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Gainsight Health Drivers

Time

Optimized Customer Lifecycle Touches

Impact:• Ensure consistent execution• Automate repetitive activities

Consolidate:• Tasks in CRM• Calendar reminders• Ad hoc to-do lists

Gainsight:• CSM Touch via Call to

Action• Tech Touch via CoPilot

Customer Health

Lifecycle

A

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CSM Touch (Automated

CTAs)

Tech Touch (CoPilot)

Define Your Lifecycle Touches

New Customer Onboarding EBRUpcoming Renewal

1:many welcome email

Email Success Snapshots to lower-touch customers

1:many emails on additional functionality

(for cross-sell)

1:many email w/plan + training content

Schedule kick-off call and send

gift basket

EBR every 6 months for

higher-touch customers

Detailed playbook 90 days before

renewal

Schedule check-in +

trainings with customer

Lifecycle

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Gainsight Health Drivers

Time

Proactive Risk Touches

Impact:• Resolve issues before it’s

too late

Replace:• Downward cycle of

firefighting

Gainsight:• Call to Action• Playbook

Customer Health

Risks

B

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Risk Management Framework

Personal well-being

TimeParenting Milestones(Life Coach)

FAILURE TO LAUNCHMove into basement

2

Smoking

Family historyAccess to foodBehavioral risks

CONTEXT 1

BAD HABITSStop exercising

4

PESSIMISMDowner

5

Risks

Break an armCRISIS

3

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BAD HABITS

Risk Management Framework

Personal well-being

TimeParenting

FAILURE TO LAUNCHMove into basement

Stop exercising

PESSIMISMDowner

Milestones(Life Coach)

Family historyAccess to foodBehavioral risks

CONTEXT Smoking 4 5

2

1

Risks

Break an armCRISIS

3

Retention probability

Onboarding

Customer fit(Qualification)

Lose sponsor

Support tickets

Never implement

Don’t maintain system

Detractor

(CSM)

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Launch Risk2

Red: If CTA

Green: Otherwise

Onboarding milestone > X days after the previous milestone

Scorecard Component

Call to Action (red score)

1. Review project milestones in Customer 360

2. Meet with Services team

3. Call customer

GonG

Playbook

• Acceptable delay• If separate Services team, at what point do you want CSMs to be

informed• How to tackle reasons for delay

To Consider

Risks

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Gainsight Health Drivers

Time

Impact:• Capitalize on opportunities

to expand relationships right away

Replace:• Manual analysis in Excel• Requests from your

sales/marketing team

Gainsight:• Call to Action• Playbook

Customer Health

Opportunities

C Proactive Opportunity Touches

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Opportunity Framework

Personal well-being

Time

Graduate

Good habits

Great work review

Optimistic

Get a promotion

Opportunities

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Opportunity Framework

Expected net retention

Time

Timely launch

High adoption

Successful EBR

NPS Promoter

Renewal & up-sell

Opportunities

Endorsements:• Testimonial or case study• Online review• Invite to Influitive• Refer a prospective customer• Speak at an event

Value expansion:• Sell more licenses• Cross-sell additional modules

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Gainsight Health Drivers

Time

Simplified Customer Interaction Preparation

Impact:• Maximize strategic impact• Never get blindsided

Replace:• Checking data in multiple

systems• Create new PPTs from

scratch

Gainsight:• Customer360• Success Snapshots

Customer Health

Call Preparation

D

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Gainsight Health Drivers

Time

Unified View of Customer Base

Impact:• Manage your team• Prepare for board and

executive meetings

Replace:• Aggregating data in Excel

Gainsight:• Health score• Dashboards• Analytics

Unified View

E

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Gainsight Health Drivers

Customer Health

Time

A

Optimized Customer Lifecycle Touches

B Proactive Risk Touches

C Proactive Opportunity Touches

Unified View of Customer Base

E

DSimplified Customer

Interaction Preparation

Expansion

Retention

Efficiency

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SUCCESS EXPRESS - GAINSIGHT ONBOARDING

DENISE STOKOWSKI, VP SERVICES AND SUPPORT

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What Our Most Successful Customers Do

People

Designated administrator (CSM Operations)Adoption Champion to drive the new process

with GSMBOs around health and/or CTAs

Strategy

Drive value from process consistency / scaleGainsight is the system of record for CSM / AMFocus on value drivers for customer health

Operations

“To do” list for CSMs/AMs = CockpitCustomer360 before every client meetingUse in Risk Management, All Hands, Board meetings

Technology & Data

Starts with the customer-account list and mapping

Begin with data in CRM and in flat filesPlan regular “sprints” to release more

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Success ExpressGainsight’s Onboarding

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Success Express Philosophy

High velocity onboarding focused on enabling your team to take full ownership of Gainsight

Structured& Prescriptive

Enabling your team

Based on learning from

100+ implementations

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Express: Our Prescriptive Onboarding Approach

Success Express WorkshopSteps 1-6 in 3.5 days

TOUCH your customers at

scale Customers & Sponsor Tracking

1

Lifecycle Cockpit2

Configuration Only – Usage and Scorecard3

Lifecycle Email Communications

Lifecycle Reporting

4

5

TRACK customer health

consistently NPS Surveys

Customer 360 + External Data

Health Scorecard

6

7

8

TRANSFORM your processes

Engagement Analytics

Triggered Email Communication

Triggered Engagement Rules

9

10

11

5 weeks for steps after Workshop

PR

E W

OR

K

External DataIntegrate your other key data points, e.g. Product Usage

~ 14 day

s

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Who do I need to involve?

The Main Players

Adoption Champion Future Gainsight Administrator

Executive Sponsor

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Who do I need to involve?

The Supporting Cast

Data Subject Matter Experts to provide the data

Your Salesforce or CRM Administrator

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Your team can start using Gainsight after Express Workshop

Rollout 1 Rollout 2

Timing 1 week after Express Workshop

5 weeks later

Lifecycle based CTAs and touches

Usage based CTAs and health scorecard

Optimized Lifecycle Touches

Risk Management

Opportunity Touches

Simplified Customer Interaction Prep

Unified View of Customer Health

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Discover Gainsight

Let’s continue the conversation!

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