OpenLounge '14 Session: The 12 Pillars of High Growth Customer Success Teams
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Transcript of OpenLounge '14 Session: The 12 Pillars of High Growth Customer Success Teams
#openlounge
The 12 Pillars of Customer Success
Dan SteinmanChief Customer Officer at Gainsight
@dantsteinman
@GainsightHQ
#openlounge@dantsteinman
Gainsight’s Core Values
Success for AllGolden Rule Child-like Joy
#openlounge@dantsteinman
Sell to the Right Customer
#openlounge@dantsteinman
Empower Sales
#openlounge@dantsteinman
Obsessively improve time-to-value
#openlounge@dantsteinman
Nail the handoffs
#openlounge@dantsteinman
Product is Priority #1
#openlounge@dantsteinman
Define a clear customer journey
#openlounge@dantsteinman
Understand your Churn
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Relentlessly manage and monitor Customer Health
#openlounge@dantsteinman
Regularly deliver business reviews or reports
#openlounge@dantsteinman
Track team productivity & effectiveness
#openlounge@dantsteinman
Market for loyalty
#openlounge@dantsteinman
Focus on the customer’s objectives, not yours
#openlounge@dantsteinman
The 12 Pillars of Customer Success1. Sell to the right customer
2. Empower Sales
3. Obsessively improve time-to-value
4. Nail the handoffs
5. Prioritize your product
6. Define a clear customer journey
7. Deeply understand your retention/churn
8. Relentlessly monitor & manage customer health
9. Regularly deliver business reviews or reports
10. Track team productivity and effectiveness
11. Market for loyalty
12. Focus on the customer’s objectives, not yours
#openlounge
Thank you!Follow us at: @dantsteinman
@GainsightHQ