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How We Drive High Touch success with Strategic Customers Gainsight webinar-v_f

Deep-dive into Gainsight's approach for Strategic customer relationships. Strategic customers play a remarkable role in guiding philosophy, problem-solving and innovation within Gainsight.

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How We Drive High Touch success with Strategic Customers Gainsight webinar-v_f

  1. 1. ©2015 Gainsight. All Rights Reserved. Child-like Joy How we drive high-touch success with Strategic customers
  2. 2. ©2015 Gainsight. All Rights Reserved. Housekeeping •  Audio / visual check – please “raise your hand” if you can see my screen and hear me •  Please post your questions in the Q&A section of the GoToWebinar widget •  If you encounter any issues during the webinar, please send a message via chat •  This webinar is being recorded and will be shared with you
  3. 3. ©2015 Gainsight. All Rights Reserved. Child-like Joy Ashvin Vaidyanathan Director, Client Strategy David Knox Director, Client Strategy
  4. 4. ©2015 Gainsight. All Rights Reserved. Goals for today’s webinar •  Describe how we at Gainsight designed our segmentation model •  Discuss strategic accounts’ expectations from Customer Success teams •  Illustrate how we use Gainsight to make our strategic accounts wildly successful
  5. 5. ©2015 Gainsight. All Rights Reserved. Customer Segmentation: Customers’ needs can be broadly classified into three categories 1.  Companies that need guidance in shaping the evolution of their customer success organization 2.  Companies that are already experts in growing their organizations, but that need guidance in executing their customer success strategy within Gainsight 3.  Companies that are just starting to build their customer success teams and want to digest all the information they could get about best practices
  6. 6. ©2015 Gainsight. All Rights Reserved. High Retention Rates Huge Expansion Potential Substantial Product Feedback Significant Revenues Strong Brand Value High Retention Rates Fast Sales Cycle High Advocacy Rate Gainsight’s Perspective on Customer Segmentation Strategic Mid Market SMB # of companies in each segment
  7. 7. ©2015 Gainsight. All Rights Reserved. Strategic Accounts have specific needs of Customer Success (or Account Management) Teams Be a knowledgeable advisor Be a change management leader Show strong ownership mindset •  Be a real thought partner on Customer Success topics, such as segmentation, engagement model design, and CS Ops teams •  Help the customer solve problems creatively especially when the product cannot completely solve our problems in it's current state •  Push the customer to evolve their best practices even if they are uncomfortable conversations •  Help the customer manage change with end-users within their company •  Lead the executive change management process •  Be onsite for important milestone meetings and conversations •  Be the single point of accountability for all things “Gainsight” •  Understand the customer's business and be the customer's "voice" within Gainsight •  Go above and beyond when fulfilling customer needs / be one step ahead
  8. 8. ©2015 Gainsight. All Rights Reserved. The role of the "high-touch" Client Strategy Team is to quarterback the journey for our customers •  Pre-Sales: Prepare and lead prospecting calls showing Gainsight’s experience and knowledge in new verticals •  POCs: Accountable for implementation success for POCs and market its ROI and success with other BUs at multi- divisional customers •  Business Goals: Conduct Strategy Session to confirm the success criteria for buying Gainsight •  Implementation: Accountable for implementation success for Gainsight, working closely with the Services team •  Customer Success and Change Management: Manage training, incentives, and relationships to ensure successful adoption of Gainsight and Customer Success practices •  Product: Heavily inform and shape Gainsight’s product strategy •  Customer Marketing: Partner with the Marketing Team on Customer Marketing programs (e.g., Pulse- in-a-Box, enable branded CS intranet) •  Continuous Improvement: Ensure that the customer evolves with Gainsight’s evolving product and best practice content
  9. 9. ©2015 Gainsight. All Rights Reserved. Onboarding Engagement Lifecycle Processes (1/2) Welcome the customer Goal Process Gainsight Building Blocks •  Customized and automated welcome emails introducing the Client Strategy Manager •  Automated CTA to send gift baskets to key roles (e.g., Executive Sponsor, Adoption Champion) •  Follow-up email from the CSM introducing the team and next steps •  CoPilot email •  Cockpit CTAs Ensure a successful internal hand-off •  Conduct a hand-off call/meeting with all key internal stakeholders –Sales, Services, CSM and Data Science teams, as applicable •  Document the business objectives of the customer, key stakeholders, timelines, preferences, etc. •  Success Plans •  SFDC Contact and Account information
  10. 10. ©2015 Gainsight. All Rights Reserved. Onboarding Engagement Lifecycle Processes (2/2) Conduct a Strategy Workshop Goal Process Gainsight Building Blocks •  Conduct a Strategy Workshop – ideally onsite with key stakeholders – to provide frameworks to enable strong business decisions when implementing Gainsight •  Share how we use Gainsight internally •  Guide you through CTAs, playbooks, 1:many outreaches, and scorecard measures •  Cockpit CTAs •  Strategy Framework Institute a strong on- going cadence •  Schedule twice a week check-ins with the Services Team and Customer PM Team (e.g., Tuesdays for Strategy and Thursdays for Data discussions) •  Conduct an onsite Executive session to develop dashboards •  Exec sponsor program: monthly check in with sponsors to gauge perceptions •  Cockpit CTAs •  Scorecard – Implementation Risk, Customer Sentiment Risk, Advocacy Opportunities
  11. 11. ©2015 Gainsight. All Rights Reserved. Adoption Engagement Lifecycle Processes (1/2) Create a high touch adoption plan Goal Process Gainsight Building Blocks •  Create and follow a disciplined project plan for post-implementation launch process •  Introductory demos •  Hands-on training sessions (onsite, if possible) •  Manager and Executive training to increase adoption •  “Office hours” by region/BU/ segment to provide feedback and ask questions •  Email alias to capture support and enhancement requests •  Enable a process to prioritize and respond to end user questions and product requests •  Remind the customer PMO team and Adoption Champion to celebrate small wins •  Cockpit CTAs •  Training documents •  Scorecard – Product Risk, Bugs Risk, Support Risk
  12. 12. ©2015 Gainsight. All Rights Reserved. Adoption Engagement Lifecycle Processes (2/2) Conduct quarterly Executive Business Reviews Goal Process Gainsight Building Blocks •  Design and conduct onsite EBRs to ensure strategic alignment & maximize the return on investment at the customer •  Cockpit CTAs •  Success Plans •  Gainsight adoption metrics •  Scorecard – Sentiment Risk, Habits Risk Share best practices as a trusted thought partner •  Provide thought leadership on Customer Success org development (e.g., job descriptions, spans and layers, CS Ops roles) •  Share blogs and best practice articles •  Conduct brown bag lunches (onsite if possible) to get end user feedback •  Conduct product roadmap sessions to share Gainsight’s vision and gather feedback •  CoPilot emails •  Blogs and articles •  Cockpit CTAs •  NPS Surveys
  13. 13. ©2015 Gainsight. All Rights Reserved. QUESTIONS?
  • ChristelleTissot

    Jan. 19, 2018

Deep-dive into Gainsight's approach for Strategic customer relationships. Strategic customers play a remarkable role in guiding philosophy, problem-solving and innovation within Gainsight.

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