Different Teams, One Language: The Single Source of Truth
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Does it ever feel like Product, Support, Services, Sales, and Success are speaking different languages? The same customer may be at risk in one team and the picture of health in another. The breakdown in communication and standards leads to dropped balls, missed opportunities, and inefficiency. In this session, you’ll learn how to work together to create the ultimate authority on your customers.
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Different Teams, One Language: The Single Source of Truth
- 1. ©2016 Gainsight. DIFFERENT TEAMS, ONE LANGUAGE : THE SINGLE SOURCE OF TRUTH CHRISTINE RIMER Sr Director, Voice of Customer SurveyMonkey JEFFREY COLEMAN Sr Director of Customer Success SurveyMonkey ®2017 Gainsight. DAN AHRENS Customer Success Director Gainsight
- 2. ©2016 Gainsight. Agenda • Why is it important? • What is a health score? • How to build a health framework • Health scoring at SurveyMonkey • Cross functional collaboration at SurveyMonkey • Q&A / Homework ®2017 Gainsight.
- 3. ©2016 Gainsight.®2017 Gainsight. Why is it important?
- 4. ©2016 Gainsight. The Challenge ®2017 Gainsight.
- 5. ©2016 Gainsight. The Challenge ®2017 Gainsight.
- 6. ©2016 Gainsight. The Challenge • Languages spoken in your organization – sales, support, services, product, et al. • Ask 10 people and get 10 answers – perspectives differ • Where do risks exist? • What does success look like? • Who is accountable and why? ®2017 Gainsight.
- 7. ©2016 Gainsight. A Unified Approach • A scorecard brings everyone to the table (and supported by data) • All “languages” represented • Success more clearly defined & understood both within a function and outside of it • Additive impacts are exposed • Teams are able to better collaborate on risks • Everyone owns the customer health ®2017 Gainsight.
- 8. ©2016 Gainsight.®2017 Gainsight. What is a health score?
- 9. ©2016 Gainsight. Why a health score anyway? ®2017 Gainsight.
- 10. ©2016 Gainsight. Why a health score anyway? ®2017 Gainsight.
- 11. ©2016 Gainsight. Why a health score anyway? • Move out of reactive account management into a predictive model • Clear understanding on pain points is critical to defining a health score framework ®2017 Gainsight.
- 12. ©2016 Gainsight.®2017 Gainsight. How to build a health framework
- 13. ©2016 Gainsight. Be Scientific • Historical analysis of churn, expansion and overall behaviors will tell you what you need to monitor • Measure the interactions that matter • Blood pressure, cholesterol – important ; dental hygiene – not as much • Pay attention to segmentation & incorporate CSM input • Test it with current customers • Ask to get more data feeds from your Product team ®2017 Gainsight.
- 14. ©2016 Gainsight. No usage data? No problem! ®2017 Gainsight.
- 15. ©2016 Gainsight. Risk Framework – Gainsight Example ®2017 Gainsight.
- 16. ©2016 Gainsight. Subjective Made Easy Will Churn Downsell Flat Renewal Uplift Expansion ®2017 Gainsight.
- 17. ©2016 Gainsight. Subjective Framework at SurveyMonkey ®2017 Gainsight.
- 18. ©2016 Gainsight. In Practice – Flexibility is Key ®2017 Gainsight.
- 19. ©2016 Gainsight. Scoring Relationships ®2017 Gainsight.
- 20. ©2016 Gainsight. Scoring by Stage or Segment ®2017 Gainsight.
- 21. ©2016 Gainsight. Scoring by Group ®2017 Gainsight.
- 22. ©2016 Gainsight.®2017 Gainsight. Health scoring at SurveyMonkey
- 23. ©2016 Gainsight. SurveyMonkey Scorecard ®2017 Gainsight.
- 24. ©2016 Gainsight. How CS collaborates with Product and Engineering • Christine joined SurveyMonkey to help with planning and the P&E activities that support the core team efforts • Background in CX and building out a culture of listening to customers • Has led to some great opportunities to interact, but also to step back and think about how it is that the groups work together ®2017 Gainsight.
- 25. ©2016 Gainsight. Feature Requests • Features are another area where many teams (including us) have historically done a poor job • As a CSM we want to make the client feel heard and important… so we just reflexivly pass requests on to product • Clients can have really valuable feedback… but how do we most effectively turn that into a meaningful result for a product team? • SurveyMonkey process • Gainsight process • Relational NPS survey process ®2017 Gainsight.
- 27. ©2016 Gainsight.®2017 Gainsight. Your “Call to Action”
- 28. ©2016 Gainsight. Self Assess the Following: • Do we have a health framework? • Did it accurately predict most of the recent customer actions (renewal, churn, upsell)? • When was the last time the framework was revisited? • Do we have representation from ALL relevant departmental stakeholders? • When was the last time your CPO reviewed your health scores? • Does your sales org collaborate on health score? ®2017 Gainsight.