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.
8. What Our Company Looks Like To Us
CEO
Sales Marketing
Customer
Success
Engineering Product CFO
9. The Effect on the Customer Journey
CEO
Product /
Engineering
Marketing Sales
Customer
Success
(…and other
departments)
Handoffs between silos
Customer Journey
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. 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. 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. 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
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. 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
32. WHY?
“Why is your product hard to adopt?”
“Why aren’t you solving the product gaps?”
33. 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?”
34. “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.”