Learn how to use Gainsight to prep for, conduct, and follow through on effective Executive Business Reviews. In this session, a Gainsight CSM will take you through how to use success plans to streamline your EBR process.

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2. Success Plan best practices
Ganesh Subramanian, Client Strategy Manager

3. • Role of Success Plans in high touch customer engagement
• The Gainsight Success Plan process
• Other use cases for Success Plans
Agenda
1
2
3

4. • Role of Success Plans in high touch customer engagement
• The Gainsight Success Plan process
• Other use cases for Success Plans
Agenda
1
2
3

5. ©2015 Gainsight. All Rights Reserved.
STRATEGYSEGMENT
High
Touch
Mid Touch
Tech Touch
ENTERPRISE
MID-
MARKET
SMB
JUST-IN-TIME
AUTOMATED
Review: Segmented approach
to customer success
PROACTIVE

6. ©2015 Gainsight. All Rights Reserved.
STRATEGYSEGMENT
High
Touch
Mid Touch
Tech Touch
ENTERPRISE
MID-
MARKET
SMB
JUST-IN-TIME
AUTOMATED
PROACTIVE
Elements of strategic and proactive engagement
• Identify key priorities, pain points and opportunities to deliver value
• Create collaborative project plan to deliver value
• Execute plan and track progress
• Review value delivered with key stakeholders
The Challenge: How to deliver strategic and
proactive customer engagement

7. ©2015 Gainsight. All Rights Reserved.
Success Plans: Tool to help deliver strategic
and proactive customer engagement
Found in your C360 view
success plans organizes
your long-term strategic
priorities with your high-
touch customers
Plan Info:
Provides
overview of the
customer and the
strategic plan
New type of CTA called
“Objectives” intended to be
longer term and strategic
Use templates, set due
dates, export into PPT,
and change status
(active v. inactive)

8. ©2015 Gainsight. All Rights Reserved.
When to use Success Plans versus CTAs?
Use CTAs in Cockpit when… Use Success Plans when…
• Generally more operational /
tactical items to plan and execute
o Events, risks, opportunities
o Manual + automated
• Single CTA with a series of tasks
• CSMs reacting to notifications
• More strategic in nature, longer-
term objectives
• More holistic use of objective
CTAs to drive value over time
• CSMs are proactive using
success plans, setting goals and
objectives in anticipation

9. • Role of Success Plans in high touch customer engagement
• The Gainsight Success Plan process
• Other use cases for Success Plans
Agenda
1
2
3

10. ©2015 Gainsight. All Rights Reserved.
Success Plans in practice: How Gainsight
aligns on strategy and delivers value
New Customer
Challenge
identification
Strategy
Session
Post meeting
follow up
Roll out best
practices; track
value via
success plans

11. ©2015 Gainsight. All Rights Reserved.
Success Plans in practice: How Gainsight
aligns on strategy and delivers value
New Customer
Challenge
identification
Strategy
Session
Post meeting
follow up
Roll out best
practices; track
value via
success plans
• Invite key stakeholders
to strategy session
• Document key business
challenges

12. ©2015 Gainsight. All Rights Reserved.
Success Plans in practice: How Gainsight
aligns on strategy and delivers value
New Customer
Challenge
identification
Strategy
Session
Post meeting
follow up
Roll out best
practices; track
value via
success plans
• Review challenges
• Share Gainsight best
practices as
frameworks for
solutions
• Prioritize top initiatives
for implementation

13. ©2015 Gainsight. All Rights Reserved.
Success Plans in practice: How Gainsight
aligns on strategy and delivers value
New Customer
Challenge
identification
Strategy
Session
Post meeting
follow up
Roll out best
practices; track
value via
success plans
• Create success plan,
documenting the top
initiatives and timeline
• Export success plan
and align with customer
Tip: Set up templates to
streamline SP creation
Tip: Set up success snapshots
to export plan into ppt
Tip: Use CTAs to align on overall
objectives and broad initiatives; Set up
tasks to align with more specific due-dates
Tip: Once success plan is set to active, objective
CTAs will appear in your Cockpit; intended to be
managed along with CTAs of other types

14. ©2015 Gainsight. All Rights Reserved.
Success Plans in practice: How Gainsight
aligns on strategy and delivers value
New Customer
Challenge
identification
Strategy
Session
Post meeting
follow up
Roll out best
practices; track
value via
success plans
• Track progress via
success plan
• Use reports to monitor
completion
• Review plan quarterly to
evaluate progress

15. ©2015 Gainsight. All Rights Reserved.
Success Plans in practice: How Gainsight
aligns on strategy and delivers value
New Customer
Challenge
identification
Strategy
Session
Post meeting
follow up
Roll out best
practices; track
value via
success plans
• Invite key stakeholders
to strategy session
• Document key business
challenges
• Review challenges
• Share Gainsight best
practices as
frameworks for
solutions
• Prioritize top initiatives
for implementation
• Create success plan,
documenting the top
initiatives and timeline
• Export success plan
and align with customer
• Track progress via
success plan
• Use reports to monitor
completion
• Review plan quarterly to
evaluate progress

16. • Role of Success Plans in high touch customer engagement
• The Gainsight Success Plan process
• Other use cases for Success Plans
Agenda
1
2
3

17. Other common use cases for Success Plans
• Use templates to align on priorities for a given client
• Get customer buy-in at key milestones (e.g., EBRs, kickoff meetings)
• Develop internal plan to maintain and grow an account
• Track delivery of SLAs (e.g., QBRs)
• Use for project management, to align internally as well as with client
• Set product goals with customer (e.g., transparency for updates)
• Set long term client goals even as specific team members transition

18. • How we use Success Plans to Achieve “Predictable Value Delivery”
• Introduction to Success Plans (Video)
• Success plans for premier customers
• Success plans for product adoption
• Reporting on Success Plans
Additional sources for learning
about Success Plans

19. Questions?

20. ©2015 Gainsight. All Rights Reserved.
We don’t have a consistent
way to track customers’ goals
throughout their lifecycle
We don’t have a scalable way
to show customers how they
use our product/service
We are seeing churn due to
customers not seeing ROI or
business value
We need to give management
visibility into CSM efforts and
impact
We need a way to report on
retention, upsell, and churn
We need a way to forecast
retention, upsell, and churn
We don’t know which accounts
are at risk, and which we can
impact or de-prioritize`
We are seeing churn due to
low adoption
We are seeing churn due to
low-value adoption (e.g. not
using new or advanced
features)
We are seeing churn due to
functionality gaps in the
product
We are seeing churn due to
product stability or quality
issues
We are seeing churn due to
poor customer satisfaction
We are seeing churn due to
loss of our key customer
champion
We are seeing churn due to
customer service issues
Our field reps and execs are
sometimes blindsided by
customer risks
Our sales reps and account
managers are sometimes
blindsided by customer risks
during a sales cycle
We don’t have a consistent
view of customer health across
our company
We don’t know what’s driving
risk and success in our
customer base
We need a way to track
customer relationships across
complex customers, multiple
products
We have accounts we can’t
touch with manual outreach
that need proactive attention
We are seeing customer
satisfaction issues due to poor
hand-offs from sales to CSM
We spend too much time
preparing for Executive
Business Reviews
CSMs have too many
repetitive interactions with
customers
It takes customer-facing team
members too long to prepare
for customer meetings
We need to increase the ratio
of accounts a CSM can handle
to make CSM more cost
effective
We don’t have a way to
operationalize or track our
customers’ lifecycle
We don’t know which
customers to use as
references and in marketing
activities
We have no way to track our
sponsors as they go to new
companies in a scalable way
We don’t know which
customers are trending toward
needing more capacity
It’s too manual for us to spot
customer overages
We don’t know which
customers are good
candidates for upsell
We don’t know how to turn
happy customers into
advocates
OPERATIONALIZE
Customer Lifecycle
MANAGE
Customer Risk
DRIVE
Expansion & Advocacy
ENABLE
Cross-Functional
Visibility
DEMONSTRATE
Value
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A B C D E
Five Drivers of Customer Success