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How Genesys Uses Gainsight to Power Customer Success
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Getting the Most Out of Cockpit

Our CSM Elaine Cleary will discuss the most effective ways to utilize Cockpit as your Gainsight home base.

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Getting the Most Out of Cockpit

  1. 1. Tips for Getting the Most Out of Cockpit Elaine Cleary Customer Success Director
  2. 2. ©2015 Gainsight. All Rights Reserved. KNOW WHICH CUSTOMERS TO REACH OUT TO WHEN AND HOW What is Cockpit? • Identify upsell opportunities & early warnings for at-risk customers • Drive a consistent journey to help improve satisfaction & retention • Manage, collaborate, & prioritize action items
  3. 3. ©2015 Gainsight. All Rights Reserved. Themes for Getting the Most Out of Cockpit • Customer Success Managers (CSMs) 1. Get Organized 2. Take Action 3. Manage Work • Gainsight Administrators 1. Optimize Screen 2. Help Make CSM Action Easier 3. Use CTA Rollout Best Practices • Team Managers 1. Use Cockpit 2. Drive Business Process Feedback 3. Help Team Visualize Lifecycle
  4. 4. Customer Success Managers
  5. 5. ©2015 Gainsight. All Rights Reserved. GET ORGANIZED • Check Cockpit everyday! Gainsight is “raising a hand” on behalf of a customer • Use “slicing and dicing” to your advantage • Capitalize on the functionality that most benefits your role: • Manual CTAs • Single Click Close Avoid surprise - Tips the scales to being more proactive
  6. 6. ©2015 Gainsight. All Rights Reserved. TAKE ACTION • Top priority = update Status and Due Dates! • Use “Mark Important” flag • Snooze CTAs when no legitimate action can be taken Drive a more consistent customer experience - Stay on top of customers that could quietly go away
  7. 7. ©2015 Gainsight. All Rights Reserved. MANAGE WORK • Carefully delegate “Tasks” • Use Comments box for your notes • Chatter for additional collaboration or escalation Document & escalate at the same time - Improve collaboration/reduce emails
  8. 8. Gainsight Administrators
  9. 9. ©2015 Gainsight. All Rights Reserved. Incorporate Tokens in CTA Name For more information, go to support.gainsight.com & search for August Release 2015 Examples: • Opt out dates • Support Ticket #s • Sponsor Name
  10. 10. ©2015 Gainsight. All Rights Reserved. Optimize CTA Status, Reason, & Type Options For more information, go to support.gainsight.com & search for Configure Cockpit
  11. 11. ©2015 Gainsight. All Rights Reserved. Configure CTA Layout - Link Objects For more information, go to support.gainsight.com & search for Configure CTA Layout
  12. 12. ©2015 Gainsight. All Rights Reserved. Include Default Comments
  13. 13. ©2015 Gainsight. All Rights Reserved. Auto-apply Playbooks – only when it makes sense!
  14. 14. ©2015 Gainsight. All Rights Reserved. Automate Milestones to Avoid Manual Requirement For more information, go to support.gainsight.com & search for load to milestone (or rule action types)
  15. 15. Use CTA Rollout Best Practices Testing • Volume of CTAs should never be a surprise • Review with key members of the team for validation before running live • Allow use of “Closed No Action” or “Closed Invalid” status options Outliers General Best Practices • Phase the roll out CTAs (~1 or 2 every week) • Allow CSMs to have ongoing input into the CTAs to drive ownership & participation • Turn off rules that generate too much noise, edit rules, and re-launch • Review “Closed Invalid” status once a month • Focus on high value / low quantity CTAs (depending on the tier) • Plan for refining thresholds over time
  16. 16. Team Managers
  17. 17. ©2015 Gainsight. All Rights Reserved. Use Cockpit • Type in Owner and Group by: • Type • Reason • Collapse & expand sections as needed
  18. 18. Drive Business Process Feedback Proactively gather feedback • Solicit periodic input on what is working and not working • Encourage team members to ask questions • Talk about what Gainsight can replace (i.e. spreadsheets, Google docs) Communicate • Ensure goals and priorities for Cockpit and Gainsight usage are clear • Have team members share success stories • Use Gainsight Dashboards to run team meetings to discuss accomplishments Make it fun! • Identify positive CTAs that help you & your customer celebrate milestones • Recognize top contributors with small (or large) awards • Cultivate power users and champions within your team
  19. 19. Contract Signature Contract Expiry ScheduledUnscheduled Welcome Email Kickoff Call/Training Go Live Project Delayed Detractor NPS Survey Health Check Additional Training Exec Business Review CSAT Survey New Feature Demo Health Check Renewal Preparation Renewal Negotiation Multiple Support Tickets Increase in usage Champion Leaves Positive NPS Survey Decline in Usage Usage @ 95% Expansion Seasoned Customer AdoptionOnboarding Visualize Cockpit Lifecycle (by Tier) 1:M Outreach = Purple 1:1 Events = Blue Risk = Red Opportunity = Green
  20. 20. Thank you! Content Recommendations CSMs 9-minute video on How a Gainsight CSM uses Gainsight Gainsight Admins Documentation available at support.gainsight.com Connect with other customers at community.gainsight.com Sign up for a free Admin Office Hours session (details on the community) Team Leads and Managers 5-minute video on How our CS Director uses Gainsight Dashboards Questions?

Our CSM Elaine Cleary will discuss the most effective ways to utilize Cockpit as your Gainsight home base.

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