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Allison Pickens- 2019 APPEALIE SaaS Conference Featured Speaker

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In the world of B2B – customer success is more than just making people happy. Today, customers demand that vendors deliver their desired business outcomes. The combination of delivering desired outcomes and an exceptional experience is defined as Customer Success and is what leads to growth from revenue retention, expansion and customer advocacy.

Here's how you can scale through your customers by Gainsight Chief Operating Officer (COO) Allison Pickens.

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Allison Pickens- 2019 APPEALIE SaaS Conference Featured Speaker

  1. 1. Scaling Through Your Customers Allison Pickens Chief Operating Officer, Gainsight
  2. 2. It’s a new world Your customers have more power than ever before
  3. 3. © Copyright 2018, Gainsight, Inc., All rights reserved The World is CHANGING… CLOUD TECHNOLOGIES SUBSCRIPTION MODELS CUSTOMER VOICE DIGITAL TRANSFORMATION
  4. 4. POWER OF CHOICE 2011 2019
  5. 5. SUBSCRIPTION BUSINESS MODELS AND DIGITAL PRODUCTS HAVE USHERED IN THE AGE OF THE CUSTOMER
  6. 6. Customer Success CS Exceptional Experiences CX Desired Outcomes CO = + In the Age of the Customer, Customer Success is Essential
  7. 7. © Copyright 2018, Gainsight, Inc., All rights reserved Customer Success Drives Customer-Led Growth ACCESSIBLE Are at risk for churn TRULY LOYAL Drive growth and advocate HIGH RISK Churn and detract TRAPPED Renew, but don’t expand CX CO
  8. 8. What Our Company Looks Like To Us CEO Sales Marketing Customer Success Engineering Product CFO
  9. 9. The Effect on the Customer Journey CEO Product / Engineering Marketing Sales Customer Success (…and other departments) Handoffs between silos Customer Journey
  10. 10. Land Onboard Adopt Renew Expand What Client Journeys Feel Like Today
  11. 11. Vendor View Change services point of contact What Client Journeys Feel Like Today Client View Poor handoff Repeating themselves Client View Onboard Adopt Renew Expand Win the deal Land
  12. 12. Vendor View Ask for reference Ask to speak at conference Migrate to new version Change services point of contact What Client Journeys Feel Like Today Client View Poor handoff Long support resolution Frustrated users Repeating themselves Missed milestone Onboard Adopt Renew Expand Win the deal Client View Land
  13. 13. Vendor View Ask for reference Ask for upsell Ask for early renewal Ask to speak at conference Migrate to new version Change services point of contact What Client Journeys Feel Like Today Client View Poor handoff Long support resolution Frustrated users Limited adoption Repeating themselves Questioning roadmap and future fit Missed milestone Onboard Adopt Renew Expand Win the deal Client View Land
  14. 14. Vendor View Ask for reference Ask for upsell Ask for early renewal Ask to speak at conference Migrate to new version Change services point of contact Renew Celebrate What Client Journeys Feel Like Today Client View Poor handoff Long support resolution Frustrated users Limited adoption Evaluating alternatives Repeating themselves Questioning roadmap and future fit Missed milestone Renew Onboard Adopt Renew Expand Win the deal Client View Land
  15. 15. THE CUSTOMER SUCCESS ORCHESTRA
  16. 16. SILOS DESTROY CUSTOMER SUCCESS MARKETING SALES SERVICES SUPPORT PRODUCT FINANCE Marketing Automation Sales Automation Professional Services Automation Customer Service and Ticketing Issue Tracking & Release Management Billing/Financial Management Execute Projects Close Tickets Ship Updates Bill and Invoice Drive Leads Close Opportunities
  17. 17. SILOS DESTROY CUSTOMER SUCCESS MARKETING SALES SERVICES SUPPORT PRODUCT FINANCE Marketing Automation Sales Automation Professional Services Automation Customer Service and Ticketing Issue Tracking & Release Management Billing/Financial Management Execute Projects Close Tickets Ship Updates Bill and Invoice Drive Leads Close Opportunities PEOPLE PROCESS TECHNOLOGY
  18. 18. PLATFORM TOP-RATED EXPERTISE GUIDED COMMUNITY LARGEST
  19. 19. CUSTOMER CLOUD Keep and Grow Your Customers For Life
  20. 20. © Copyright 2019, Gainsight, Inc., All rights reserved. CONFIDENTIAL. MATURITY MODEL OUTCOMES TRANSFORMATION Proactively deliver customer outcomes at scale Rally your entire company around the mission of customer success INSIGHTS & ACTIONS Turn data into meaningful actions across your team Manage escalations on case-by-case basis REACTIVE
  21. 21. © Copyright 2019, Gainsight, Inc., All rights reserved. CONFIDENTIAL. Chief Customer Officer Summit Benchmark Survey, 2018 OUTCOMES TRANSFORMATION Proactively deliver customer outcomes at scale Rally your entire company around the mission of customer success 89% 93% GROSS RETENTION INSIGHTS & ACTIONS 87% Turn data into meaningful actions across your team Manage escalations on case-by-case basis 80% REACTIVE
  22. 22. © Copyright 2019, Gainsight, Inc., All rights reserved. CONFIDENTIAL. Chief Customer Officer Summit Benchmark Survey, 2018 OUTCOMES TRANSFORMATION Proactively deliver customer outcomes at scale Rally your entire company around the mission of customer success NET RETENTION INSIGHTS & ACTIONS Turn data into meaningful actions across your team Manage escalations on case-by-case basis REACTIVE 113% 125% 106% 92%
  23. 23. © Copyright 2019, Gainsight, Inc., All rights reserved. CONFIDENTIAL. INSIGHTS & ACTIONS TRANSFORMATION OUTCOMES Lm 2 Lifecycle Management Cv 1 360° Customer View Ch 3 Customer Health Cx 4 Experience Management Ae 12 Advocate Engagement Su 13 Support Experience Pr 11 Product Success Se 14 Services Experience Am 5 Adoption Management Sa 8 Stakeholder Alignment Re 9 Risk Escalation Em 7 Expansion Management Sp 10 Success Planning Rm 6 Renewal Management GAINSIGHT CUSTOMER SUCCESS PLATFORM Elements of Customer Success
  24. 24. CLOSED LOOP VOC ADOPTION MANAGEMENT CROSS-FUNCTIONAL ACCOUNT PLANNING SUPPORT ACTIVITY VISIBILITY SCALING CS IS THE LARGEST GAP AUTOMATING THE CUSTOMER JOURNEY
  25. 25. “I NEED TO SCALE”
  26. 26. WHY?
  27. 27. WHY? “Why do you need to scale?
  28. 28. “Why isn’t your current budget sufficient for helping your clients?” WHY? “Why do you need to scale?
  29. 29. WHY? “Why do they need to do those things?” “Why isn’t your current budget sufficient for helping your clients?” “Why do you need to scale?
  30. 30. WHY? “Why is your product hard to adopt?”
  31. 31. WHY? “Why is your product hard to adopt?” “Why aren’t you solving the product gaps?”
  32. 32. WHY? “Why is your product hard to adopt?” “Why aren’t you solving the product gaps?” “I thought you said your responsibility was to scale?”
  33. 33. “Why is your product hard to adopt?” WHY? “Why aren’t you solving the product gaps?” “I thought you said your responsibility was to scale?” “Sounds like you and your Product leader should set up a meeting.”
  34. 34. © Copyright 2019, Gainsight, Inc., All rights reserved. CONFIDENTIAL. Enabling growth across CS and Product… ● Analyze feature usage from every angle ● Translate product insight into action with in-app and email engagements ● Hear directly from your users on what they like and dislike about your product
  35. 35. https://www.gainsight.com/maturity-model/
  36. 36. Thank You! @PickensAllison

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