Throughout your Customer Success journey you are sure to encounter times where your business needs change. Those changes may prompt the need to re-think your Gainsight strategy. Join a webinar with one of our customer leaders, Gild, to hear how they created and executed on a plan to ‘re-launch’ Gainsight to their organization.

1. Best Practices for Re-launching
Gainsight at your Organization

2. Stephanie Stapleton
VP of Customer Success
Gild
Mandi Derbis
Manager of CS Operations
Gild
Presenters

3. • Gild is a SaaS startup founded in 2011
• Based in San Francisco
• Gild has introduced the first end-to-end
hiring platform that is automated and
smart, so recruiters can take back their
time and focus on where they add the
most value.
• Gainsight customer since September
2013

4. • Why you may want to re-launch Gainsight
• Aligning teams
• Wins and risks
• Creating a re-launch plan
• Rolling it out to the team
• Measuring the success of the re-launch
Topics We’ll Cover Today

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• Your business has changed
• Enhancements following initial
implementation
• Messy instance
Why Re-launch?

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Alignment is Key
Leadership Administrator Team

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Executive/Leadership
• High-value functionality
• Team KPIs
• Data driven
Team
• Holistic view of customer base
• Time savings
• Project involvement = adoption
Wins
Administrator
• Documented instance
• Knowledge and growth
• Departmental impact

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Improper
communication
Timing & Deadlines
Changing priorities
Impact
Control
? ?
?
?
?
?
Risks

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Creating the Project Plan

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Creating the Project Plan

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Creating the Project Plan

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Creating the Project Plan

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Executing the Project
Adjustments made for final iteration
Feedback gathered
Team used new functionality and complied feedback
Recapped via email with resources (e.g. training materials, knowledge base articles)
Trained team on new enhancements
Configured components of phases

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Measuring Success

15. Key Takeaways
• Get team alignment
• As an admin, your level of familiarity will directly impact your
deadlines
• Build project based on team goals, not features
• Communication is critical
• Measure your successes through Gainsight

16. Child-like Joy
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Q & A

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Join the Conversation on Community
• Link: https://community.gainsight.com/gainsight/topics/cs-knowledge-drop-re-launching-gainsight
• You can find best practices from previous webinars by visiting community.Gainsight.com
• Keyword: CS Knowledge Drop