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2014 Gainsight, Inc. All rights reserved.
Communication
Analysis for
Customer Success
August 5
2014
2014 Gainsight, Inc. All rights reserved.
Housekeeping
• Q&A panel on your right
• Recording for colleagues who couldn’t m...
2014 Gainsight, Inc. All rights reserved.
Today’s Speakers
Kelly DeHart
Sr Customer Success Manager
Gainsight
Conor Hickey...
2014 Gainsight, Inc. All rights reserved.
Agenda
• Communication Breakdown
• Datahug’s Relationship Intelligence Platform
...
2014 Gainsight, Inc. All rights reserved.
Introduction
• Why and how to enable
communication analysis as part of
your heal...
2014 Gainsight, Inc. All rights reserved.
All Your Time is Spent
Managing Accounts
All Your Time is Spent
Managing Accounts
2014 Gainsight, Inc. All rights reserved.
But Talking To Your Customers is
Vital to Your Business
But Talking To Your Cust...
2014 Gainsight, Inc. All rights reserved.
Datahug Capabilities
2014 Gainsight, Inc. All rights reserved.
Save time - no more manual
CRM data entry
1 2 3Accelerate sales with better
cont...
2014 Gainsight, Inc. All rights reserved.
Track Customer Relationships
Communication data trapped in inbox and calendar
2014 Gainsight, Inc. All rights reserved.
Manage All Connections
One clean and reliable set of business contacts
2014 Gainsight, Inc. All rights reserved.
Dave Bauer
VP Sales
Leverage Existing Relationships
Find the quickest path you a...
2014 Gainsight, Inc. All rights reserved.
All Integrated Into CRM
Works with your existing workflow and pipeline in Salesf...
2014 Gainsight, Inc. All rights reserved.
Gainsight Capabilities
2014 Gainsight, Inc. All rights reserved.
Retain customers to
accelerate company growth
1 2 3Drive revenue with
upsell and...
2014 Gainsight, Inc. All rights reserved.
Customer Health
• Indicator of overall relationship with accounts
• Predictor of...
2014 Gainsight, Inc. All rights reserved.
Datahug Score 20%
Another Lens into Customer Health
Enrich health scores with ev...
2014 Gainsight, Inc. All rights reserved.
Just-in-time Intervention
Trigger calls-to-action and actionable playbooks
2014 Gainsight, Inc. All rights reserved.
Viewing Datahug in Customer360
Communication
CommunicationCommunication
Track wh...
Benefits of New Integrated Solution
Identify most-engaged
individuals & pinpoint
which accounts are
potentially at risk
Fo...
2014 Gainsight, Inc. All rights reserved.
Q&A
sales@gainsight.com
Next Webinar: gainsight.com/McKinsey
2014 Gainsight, Inc. All rights reserved.
Thanks for listening!
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Communication Analysis for Customer Success

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This presentation - Communication Analysis for Customer Success - was presented by Kelly DeHart, Sr. Customer Success Manager at Gainsight and Conor Hickey, Customer Success Manager at Datahug.

In this presentation, you’ll see how analysis of customer communication can surface the patterns and trends you need to drive customer success by:

- Building out more robust Customer Health Scores
- Helping you identify new champions and advocates
- Be more efficient with followup and check-in interactions

The most successful Enterprise SaaS companies know that growing their business only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue and strengthening relationships within your existing customer base - through smarter engagement, up-sells, cross-sells, and expanded use - is the most profitable way to scale.

In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.

Published in: Data & Analytics
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  • Quick Bios
  • Joffer
  • 8,000 emails and over 1000 unique contacts
    Datahug User Statistics
    EMAIL VOLUME STAT (http://pando.com/2013/04/05/the-truth-about-email-whats-a-normal-inbox/)
    80% of users had between 72 and 21,000 emails in inbox
    Average inbox size has over 8000 emails (all providers)
  • Reps spend 6 hours per week on email
    TIME TO MANAGE/FOLLOW UP STATE (http://www.paceproductivity.com/files/How_Sales_Reps_Spend_Their_Time.pdf- admin section)
    Sales reps spend 4.2 hours on emails not connected with other activities and 2 additional hours on handling email
  • Lack of communication has been associated with a 75% chance of revenue loss
    Salesforce: (http://www.guildquality.com/blog/infographic-5-customer-service-myths/)
  • Datahug’s immediate insights into connections reps have with targeted accounts.
  • Analytics Email Screenshot
    Measure Communication
  • Analytics Email Screenshot
    Measure Communication
    Track regular communication
    Inbound and outbound
  • Datahug Home Screen
    Identify which prospects is most engaged with your company and how often via Hugrank
    Source contacts presented in SF
    Measure Relationship
    How well do you know them?
    Are you talking to the right people?
    Talk about metrics that affect of customer score
  • Datahug Best Connections Screenshot
    How to use during sales cycle
    Who has the best relationship in your company with the person you’re targeting?
  • Mention the early warning system capabilities that can be tied into SFDC (and other CRM)
  • What we do- Nice Screenshot of Gainsight
  • If done consistently and automatically, the results would be extremely valuable and everyone knows it. 
    Good and timely account health scores will logically drive accuracy into your renewal/upsell forecast
    Also, a trusted account health score will help prioritize the activities of your Customer Success/Account Management teams. 
  • Scorecards that includes a DH communication score
  • Triggered alerts system if there’s a drop in communication
    MAKE NEW ALERT
  • Free report on DH website (Conor)
  • Transcript of "Communication Analysis for Customer Success"

    1. 1. 2014 Gainsight, Inc. All rights reserved. Communication Analysis for Customer Success August 5 2014
    2. 2. 2014 Gainsight, Inc. All rights reserved. Housekeeping • Q&A panel on your right • Recording for colleagues who couldn’t make it • Slides will be sent to all attendees • Twitter hashtags: #customersuccess #relationshipintellignce
    3. 3. 2014 Gainsight, Inc. All rights reserved. Today’s Speakers Kelly DeHart Sr Customer Success Manager Gainsight Conor Hickey Customer Success Manager Datahug
    4. 4. 2014 Gainsight, Inc. All rights reserved. Agenda • Communication Breakdown • Datahug’s Relationship Intelligence Platform • Gainsight’s Customer Success Solution
    5. 5. 2014 Gainsight, Inc. All rights reserved. Introduction • Why and how to enable communication analysis as part of your health scores and workflow. • A deeper Way to Measure Customer Engagement Your Inbox is Overloaded!Your Inbox is Overloaded!
    6. 6. 2014 Gainsight, Inc. All rights reserved. All Your Time is Spent Managing Accounts All Your Time is Spent Managing Accounts
    7. 7. 2014 Gainsight, Inc. All rights reserved. But Talking To Your Customers is Vital to Your Business But Talking To Your Customers is Vital to Your Business
    8. 8. 2014 Gainsight, Inc. All rights reserved. Datahug Capabilities
    9. 9. 2014 Gainsight, Inc. All rights reserved. Save time - no more manual CRM data entry 1 2 3Accelerate sales with better contact data Pipeline health check and predictive analytics
    10. 10. 2014 Gainsight, Inc. All rights reserved. Track Customer Relationships Communication data trapped in inbox and calendar
    11. 11. 2014 Gainsight, Inc. All rights reserved. Manage All Connections One clean and reliable set of business contacts
    12. 12. 2014 Gainsight, Inc. All rights reserved. Dave Bauer VP Sales Leverage Existing Relationships Find the quickest path you already have to decision-makers
    13. 13. 2014 Gainsight, Inc. All rights reserved. All Integrated Into CRM Works with your existing workflow and pipeline in Salesforce.com
    14. 14. 2014 Gainsight, Inc. All rights reserved. Gainsight Capabilities
    15. 15. 2014 Gainsight, Inc. All rights reserved. Retain customers to accelerate company growth 1 2 3Drive revenue with upsell and cross-sell Transform transactional Relationships into partnerships Our Product Our Company
    16. 16. 2014 Gainsight, Inc. All rights reserved. Customer Health • Indicator of overall relationship with accounts • Predictor of potential renewal and churn Multiple inputs impact customer health score including: Overall Usage of Your Product Growth of The Account ($$ or licenses) Survey Results # of Support Calls Marketing Participation (e.g. references) Invoice History
    17. 17. 2014 Gainsight, Inc. All rights reserved. Datahug Score 20% Another Lens into Customer Health Enrich health scores with even more data
    18. 18. 2014 Gainsight, Inc. All rights reserved. Just-in-time Intervention Trigger calls-to-action and actionable playbooks
    19. 19. 2014 Gainsight, Inc. All rights reserved. Viewing Datahug in Customer360 Communication CommunicationCommunication Track when all interactions happened
    20. 20. Benefits of New Integrated Solution Identify most-engaged individuals & pinpoint which accounts are potentially at risk Follow recommended next-steps to address customer issues or opportunities Utilize insights to expand relationships and drive your retention; ultimately, boosting revenue Get more advocates and lower your risk Ensure your intervention and follow up work Efficient and complete communications
    21. 21. 2014 Gainsight, Inc. All rights reserved. Q&A sales@gainsight.com Next Webinar: gainsight.com/McKinsey
    22. 22. 2014 Gainsight, Inc. All rights reserved. Thanks for listening!
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