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©2015 Gainsight. All Rights Reserved.
HOME PLATE: GETTING
VALUE FROM GAINSIGHT
ALLISON PICKENS, VP CUSTOMER
SUCCESS
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
Personal
Well-being
Customer
Well-being
©2015 Gainsight. All Rights Reserved.
Gainsight Health Drivers
Customer Health
Time
Optimized Customer
Lifecycle Touches
P...
©2015 Gainsight. All Rights Reserved.
Gainsight Health Drivers
Time
Optimized Customer
Lifecycle Touches
Impact:
• Ensure ...
©2015 Gainsight. All Rights Reserved.
CSM Touch
(Automated
CTAs)
Tech Touch
(CoPilot)
Define Your Lifecycle Touches
New Cu...
©2015 Gainsight. All Rights Reserved.
Gainsight Health Drivers
Time
Proactive Risk Touches
Impact:
• Resolve issues before...
©2015 Gainsight. All Rights Reserved.
Risk Management Framework
Personal well-being
TimeParenting Milestones
(Life Coach)
...
©2015 Gainsight. All Rights Reserved.
BAD HABITS
Risk Management Framework
Personal well-being
TimeParenting
FAILURE TO LA...
©2015 Gainsight. All Rights Reserved.
Launch Risk2
Red: If CTA
Green: Otherwise
Onboarding
milestone > X days
after the pr...
©2015 Gainsight. All Rights Reserved.
Gainsight Health Drivers
Time
Impact:
• Capitalize on opportunities
to expand relati...
©2015 Gainsight. All Rights Reserved.
Opportunity Framework
Personal well-being
Time
Graduate
Good habits
Great work revie...
©2015 Gainsight. All Rights Reserved.
Opportunity Framework
Expected net retention
Time
Timely launch
High adoption
Succes...
©2015 Gainsight. All Rights Reserved.
Gainsight Health Drivers
Time
Simplified Customer
Interaction Preparation
Impact:
• ...
©2015 Gainsight. All Rights Reserved.
Gainsight Health Drivers
Time
Unified View of
Customer Base
Impact:
• Manage your te...
©2015 Gainsight. All Rights Reserved.
Gainsight Health Drivers
Customer Health
Time
A
Optimized Customer
Lifecycle Touches...
©2015 Gainsight. All Rights Reserved.
SUCCESS EXPRESS -
GAINSIGHT ONBOARDING
DENISE STOKOWSKI, VP
SERVICES AND SUPPORT
©2015 Gainsight. All Rights Reserved.
What Our Most Successful Customers Do
People
Designated administrator (CSM Operation...
©2015 Gainsight. All Rights Reserved.
Success Express
Gainsight’s Onboarding
©2015 Gainsight. All Rights Reserved.
Success Express Philosophy
High velocity onboarding focused on enabling your
team to...
©2015 Gainsight. All Rights Reserved.
Express: Our Prescriptive Onboarding Approach
Success Express Workshop
Steps 1-6 in ...
©2015 Gainsight. All Rights Reserved.
Who do I need to involve?
The Main Players
Adoption Champion Future Gainsight
Admini...
©2015 Gainsight. All Rights Reserved.
Who do I need to involve?
The Supporting Cast
Data Subject Matter Experts to
provide...
©2015 Gainsight. All Rights Reserved.
Your team can start using Gainsight after Express Workshop
Rollout 1 Rollout 2
Timin...
©2015 Gainsight. All Rights Reserved.
Discover Gainsight
Let’s continue the conversation!
Meet with a Gainsight Consultant...
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Getting Value From Gainsight

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Published on

By Rebecca Olson, Gainsight
Jami Zakem, VP AM at Yelp
Sharad Mohan, CCO at Vend

Presented at Pulse Conference 2015.

Published in: Technology
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Getting Value From Gainsight

  1. 1. ©2015 Gainsight. All Rights Reserved. HOME PLATE: GETTING VALUE FROM GAINSIGHT ALLISON PICKENS, VP CUSTOMER SUCCESS
  2. 2. ©2015 Gainsight. All Rights Reserved.
  3. 3. ©2015 Gainsight. All Rights Reserved. Personal Well-being Customer Well-being
  4. 4. ©2015 Gainsight. All Rights Reserved. Gainsight Health Drivers Customer Health Time Optimized Customer Lifecycle Touches Proactive Risk Touches Proactive Opportunity Touches Unified View of Customer Base Simplified Customer Interaction Preparation E D A C B
  5. 5. ©2015 Gainsight. All Rights Reserved. Gainsight Health Drivers Time Optimized Customer Lifecycle Touches Impact: • Ensure consistent execution • Automate repetitive activities Consolidate: • Tasks in CRM • Calendar reminders • Ad hoc to-do lists Gainsight: • CSM Touch via Call to Action • Tech Touch via CoPilot Customer Health Lifecycle A
  6. 6. ©2015 Gainsight. All Rights Reserved. CSM Touch (Automated CTAs) Tech Touch (CoPilot) Define Your Lifecycle Touches New Customer Onboarding EBR Upcoming Renewal 1:many welcome email Email Success Snapshots to lower-touch customers 1:many emails on additional functionality (for cross-sell) 1:many email w/plan + training content Schedule kick- off call and send gift basket EBR every 6 months for higher-touch customers Detailed playbook 90 days before renewal Schedule check-in + trainings with customer Lifecycle
  7. 7. ©2015 Gainsight. All Rights Reserved. Gainsight Health Drivers Time Proactive Risk Touches Impact: • Resolve issues before it’s too late Replace: • Downward cycle of firefighting Gainsight: • Call to Action • Playbook Customer Health Risks B
  8. 8. ©2015 Gainsight. All Rights Reserved. Risk Management Framework Personal well-being TimeParenting Milestones (Life Coach) FAILURE TO LAUNCH Move into basement 2 Smoking Family history Access to food Behavioral risks CONTEXT 1 BAD HABITS Stop exercising 4 PESSIMISM Downer 5 Risks Break an arm CRISIS 3
  9. 9. ©2015 Gainsight. All Rights Reserved. BAD HABITS Risk Management Framework Personal well-being TimeParenting FAILURE TO LAUNCH Move into basement Stop exercising PESSIMISM Downer Milestones (Life Coach) Family history Access to food Behavioral risks CONTEXT Smoking 4 5 2 1 Risks Break an arm CRISIS 3 Retention probability Onboarding Customer fit (Qualification) Lose sponsor Support tickets Never implement Don’t maintain system Detractor (CSM)
  10. 10. ©2015 Gainsight. All Rights Reserved. Launch Risk2 Red: If CTA Green: Otherwise Onboarding milestone > X days after the previous milestone Scorecard Component Call to Action (red score) 1. Review project milestones in Customer 360 2. Meet with Services team 3. Call customer GonG Playbook • Acceptable delay • If separate Services team, at what point do you want CSMs to be informed • How to tackle reasons for delay To Consider Risks
  11. 11. ©2015 Gainsight. All Rights Reserved. Gainsight Health Drivers Time Impact: • Capitalize on opportunities to expand relationships right away Replace: • Manual analysis in Excel • Requests from your sales/marketing team Gainsight: • Call to Action • Playbook Customer Health Opportunities C Proactive Opportunity Touches
  12. 12. ©2015 Gainsight. All Rights Reserved. Opportunity Framework Personal well-being Time Graduate Good habits Great work review Optimistic Get a promotion Opportunities
  13. 13. ©2015 Gainsight. All Rights Reserved. Opportunity Framework Expected net retention Time Timely launch High adoption Successful EBR NPS Promoter Renewal & up-sell Opportunities Endorsements: • Testimonial or case study • Online review • Invite to Influitive • Refer a prospective customer • Speak at an event Value expansion: • Sell more licenses • Cross-sell additional modules
  14. 14. ©2015 Gainsight. All Rights Reserved. Gainsight Health Drivers Time Simplified Customer Interaction Preparation Impact: • Maximize strategic impact • Never get blindsided Replace: • Checking data in multiple systems • Create new PPTs from scratch Gainsight: • Customer360 • Success Snapshots Customer Health Call Preparation D
  15. 15. ©2015 Gainsight. All Rights Reserved. Gainsight Health Drivers Time Unified View of Customer Base Impact: • Manage your team • Prepare for board and executive meetings Replace: • Aggregating data in Excel Gainsight: • Health score • Dashboards • Analytics Unified View E
  16. 16. ©2015 Gainsight. All Rights Reserved. Gainsight Health Drivers Customer Health Time A Optimized Customer Lifecycle Touches B Proactive Risk Touches C Proactive Opportunity Touches Unified View of Customer Base E D Simplified Customer Interaction Preparation ExpansionRetention Efficiency
  17. 17. ©2015 Gainsight. All Rights Reserved. SUCCESS EXPRESS - GAINSIGHT ONBOARDING DENISE STOKOWSKI, VP SERVICES AND SUPPORT
  18. 18. ©2015 Gainsight. All Rights Reserved. What Our Most Successful Customers Do People Designated administrator (CSM Operations) Adoption Champion to drive the new process with GS MBOs around health and/or CTAs Strategy Drive value from process consistency / scale Gainsight is the system of record for CSM / AM Focus on value drivers for customer health Operations “To do” list for CSMs/AMs = Cockpit Customer360 before every client meeting Use in Risk Management, All Hands, Board meetings Technology & Data Starts with the customer-account list and mapping Begin with data in CRM and in flat files Plan regular “sprints” to release more
  19. 19. ©2015 Gainsight. All Rights Reserved. Success Express Gainsight’s Onboarding
  20. 20. ©2015 Gainsight. All Rights Reserved. Success Express Philosophy High velocity onboarding focused on enabling your team to take full ownership of Gainsight Structured & Prescriptive Enabling your team Based on learning from 100+ implementations
  21. 21. ©2015 Gainsight. All Rights Reserved. Express: Our Prescriptive Onboarding Approach Success Express Workshop Steps 1-6 in 3.5 days TOUCH your customers at scale Customers & Sponsor Tracking 1 Lifecycle Cockpit2 Configuration Only – Usage and Scorecard 3 Lifecycle Email Communications Lifecycle Reporting 4 5 TRACK customer health consistently NPS Surveys Customer 360 + External Data Health Scorecard 6 7 8 TRANSFORM your processes Engagement Analytics Triggered Email Communication Triggered Engagement Rules 9 10 11 5 weeks for steps after Workshop PREWORK External Data Integrate your other key data points, e.g. Product Usage ~ 14 day s
  22. 22. ©2015 Gainsight. All Rights Reserved. Who do I need to involve? The Main Players Adoption Champion Future Gainsight Administrator Executive Sponsor
  23. 23. ©2015 Gainsight. All Rights Reserved. Who do I need to involve? The Supporting Cast Data Subject Matter Experts to provide the data Your Salesforce or CRM Administrator
  24. 24. ©2015 Gainsight. All Rights Reserved. Your team can start using Gainsight after Express Workshop Rollout 1 Rollout 2 Timing 1 week after Express Workshop 5 weeks later Lifecycle based CTAs and touches Usage based CTAs and health scorecard Optimized Lifecycle Touches Risk Management Opportunity Touches Simplified Customer Interaction Prep Unified View of Customer Health
  25. 25. ©2015 Gainsight. All Rights Reserved. Discover Gainsight Let’s continue the conversation! Meet with a Gainsight Consultant for a Success Assessment Offered throughout Pulse at the Gainsight Pavilion With the Assessment you get: • A complimentary pass to Pulse 2016 • Entry into a drawing for an Apple Watch

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