Chris Beaven, Manager of Customer Success
Setting the Stage
"The customer was upset during our kick-off
because we asked them the same questions that
the sales team had asked them before close.”
Knowledge Transfer Process in Customer Success Management
By Allison Pickens | VP Customer Success & Business Operations
April 22, 2015 | Posted in Best Practices, Gainsight on Gainsight
When Should You Have a Handoff?
C U S T O M E R
S U C C E S S
S A L E S
Operationalizing the Handoff
Example New Customer Playbook
Understanding Your Customer
• Company Overview (who are they? what do they do)?
• What does their org structure look like? (current structure? opportunity for expansion)?
• Decision Maker
• Adoption Champion(s)
• Gainsight Admin
• Personalities? Politics? Key things each key stakeholder is personally looking for/ wants to
get out of product?
• Where are the key stakeholders geographically located – any time zone issues for
• Contract Signer (if different than Decision Maker)
• Business Unit Heads (if different than Adoption Champions)
• SFDC Admin (if different than Gainsight Admin)
• Data Experts
• Key pilot users/CSMs/Subject Matter Experts
• Important team leads/managers of CSMs
Understanding the Sale
EXPECTATIONS/ OUTLINE FOR SUCCESS
• Why did they buy product? What are the team’s key objectives in using the product?
• Any key features of interest?
• What (tools) were they using before?
• How will the team measure success with your solution?
• What are their expectations around implementation timeline, etc.?
• Any potential risks to be aware of?
• Was the sell competitive?
• Did they have any hesitations about signing?
• Would anything cause them to stop working with us?
• Anything unique to contract that we should know about?