12/11/2014

Realizing Immediate Value from

Customer Success

Housekeeping

• Q&A panel on your right

• Recording for colleagues who can’t make it

• All attendees will receive slides

• Twitter hashtag #customersuccess

Your Host

Denise StokowskiVP Client Solutions

@dstokowski

What We’ll Cover Customer Success =

Value1

2 Experience-based

Problem Solving

3 The Cadence

Methodology

4 Resources

5 Q&A

Customer Success is About Value

Drive Upsell /

Cross-sell

Through More Effective

Engagement

Increase Client

Retention

Through Early Warning

Signals

Boost Team

Productivity

Through Optimized

Processes

There’s No Magic Data Vacuum

Customer Success is NEW

Change Management Needs Momentum

These Challenges Don’t Matter

SO WHAT DID WE DO?

Solving for..

ValueTime

Everyone Who Touched Our Customers

Our Customers’ Goals and Strategies

Mapping Out Our Capabilities

Effort

Value

There’s a Proper Order

Lessons Learned

1Align on

customer’s

segment strategy

3Plot value

against effort

6Make change

management a

priority

8Make it a

board priority

2Involve

everyone who

touches the

customer

4Integrate data

on a rolling

thunder basis

5Track new

metrics of TTV

7Have options

regarding pace

of

implementation

INTRODUCING CADENCE

How Gainsight Will Help You

Touch

Your Customers

At Scale

Track

Customer Health

Consistently

Transform

Customer Success

Processes

11 Step Cadence

Touch

Track

Transform

Engagement

Support

NPS

Usage

Qualitative

1. Success Communications

2. NPS Surveys

3. Sponsor Tracking

4. Lifecycle Cockpit

5. Touch Reporting

6. Customer360 & Sales View

7. Customer360 + External Data

8. Health Scorecard

9. Engagement Analytics

10. Cohort Success Communications

11. Triggered Lifecycle Rules

Experience Success Express

• Accelerate through 6 Cadence

Steps at Gainsight HQ in 4 days

• Learn best practices, strategy,

and meet your starting class

• Get paired with a mentor who’s

used Gainsight to transform their

business

Build Company-wide Momentum

Ongoing Customer Success

Average CSM — 15 years experience

Team includes former GS clients

900+ Attendees100+ Experts

Q&A

Learn from your

peers

http://www.gainsight.com/implementation

12/11/2014

Thank you!