Continuing our board meeting theme from last week, in this week's webinar, our own Gainsight Admin, Will Robins, dives into how he leveraged Gainsight's capabilities to prepare the charts and graphs we used in our most recent board meeting.

1. How an Admin Prepares for a Board
Meeting in Gainsight
January 20, 2016
Will Robins
Business Operations Associate

2. • What reports….
• save time for VP of CS?
• tell the story of this Quarter?
• are visually impactful?
• spark productive questions?
• We’ll provide Configs for how we’ve built things for ourselves
• I encourage you to think creatively!
• Our custom fields won’t always line up with yours
• Add’l Rule configuration sometimes needed

3. Agenda
• Trends in Operating Metrics
• Trends in Habits Scores
• Trends in Overall Page views, Daily Active Users
• Risks
• Financials
• Historical Top-line Financials
• Future Top-line Financials
• Cost Metrics
• NPS
• Grouped by Contract Date
• Grouped by Role
• Some reports are simple to configure, and some need Custom Fields and
Rules

4. Trends in Operating Metrics

5. Habits Scorecard
• What is driving
success?
• Degree customers
derive value from
product
• “What is your process
for moving customers
into the top levels?”
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s

6. Configuration
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s
More detailed config instructions:
Support.gainsight.com > Business Processes > Habits Risk

7. Trends in Users
• Growth of healthy-level
users and daily active
users
• Shows the cohort that
launched before the
start of the Quarter
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s

8. Configuration
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s

9. Top Drivers
• What is driving habits
scores?
• Top customers
• Page views
• Unique Users
• Top Features
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s
Top Customers

10. Configuration
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s

11. Top Drivers – Feature Usage
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s

12. Configuration
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s

13. Risks
• Highlight potential causes of future churn
• Locate areas to invest more resources
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s

14. Configuration
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s

15. Financials: Historical Top-line

16. Financials
• Historical Top-line Financials
• Future Top-line Financials
• Cost Metrics
• LRM is usually needed to build these reports
• In some cases, you could substitute the Opportunity for the
LRM objects
• These reports optimized for LRM 1.0

17. Transactions Tab (LRM)
• We’ve invested in importing our financials into Gainsight
• Financial reports from Transactions tab
Data is illustrative
H i s t o r i c a l To p - l i n e F i n a n c i a l s

18. • Transactions tab also lets us compare current Quarter to past Quarters
Data is illustrative
H i s t o r i c a l To p - l i n e F i n a n c i a l s

19. Gross and Net Renewal Rate
• Gross Renewal Rate =
• Net Renewal Rate =
• Cumulative
• Displays renewals as they
close
Data is illustrative
H i s t o r i c a l To p - l i n e F i n a n c i a l s

20. Gross and Net Renewal Rate - Configuration
H i s t o r i c a l To p - l i n e F i n a n c i a l s
• Using the Usage Data object, we can track week-over-week
progress towards financial goals.
• With Rules Engine, we sum and write financial data onto Usage Data
records.
• Requires a series of custom fields on Usage Data object: Upsell,
Downsell, Churn, Gross Renewed ARR, etc.
• Once the Rules run, Custom formula fields calculate the Gross and Net Renewal
Rates for each week.
• The “Target” line is set by loading an identical value into a custom field
for each week.

21. Gross and Net Renewal Rate - Configuration
H i s t o r i c a l To p - l i n e F i n a n c i a l s

22. Rule Configuration – Show & Filters
H i s t o r i c a l To p - l i n e F i n a n c i a l s

23. H i s t o r i c a l To p - l i n e F i n a n c i a l s
Rule Configuration – Action

24. Configuration – Formula Field
H i s t o r i c a l To p - l i n e F i n a n c i a l s

25. Configuration – Report
H i s t o r i c a l To p - l i n e F i n a n c i a l s
Data is illustrative

26. Cleaner version of Renewal,
Upsell & Churn ARR
Data is illustrative
H i s t o r i c a l To p - l i n e F i n a n c i a l s
• By-product of rolling up this
financial data and storing to
Usage Data
• Visually cleaner “Renewal,
Upsell & Churn ARR” report

27. Churn Story
• Screenshot of the scorecard
history from C360 helps tell
the story
• Guides are available to build
and automate Scorecards
• Support
• Sentiment
• Quality
• Product
Support.gainsight.com >
Business Processes >
Manage Customers
Data is illustrative
H i s t o r i c a l To p - l i n e F i n a n c i a l s
Example Customer

28. ©2015 Gainsight. All Rights Reserved.
Green No open Support CTAs
Yellow
1 or more open Support CTAs (all
unflagged)
Red 1 or more open Flagged Support CTAs
Set Score Rules for Support Risk
• Rule 1: Set Support score for all accounts to Green
• Rule 2: Set Yellow or Red Support scores based on open Support CTAs

29. Upsell, totals by Customer Tier
• Distribution of upsell across
3 customer tiers
• Degree upsell is being
driven by Renewals &
Expansion
Data is illustrative
H i s t o r i c a l To p - l i n e F i n a n c i a l s

30. Configuration
Data is illustrative
H i s t o r i c a l To p - l i n e F i n a n c i a l s

31. Upsell, breakdown & by tier
• Size of upsell
• Strategic customers show larger
expansion
• SMB customers have long tail of
small upsells
Data is illustrative
H i s t o r i c a l To p - l i n e F i n a n c i a l s

32. Configuration
Data is illustrative
H i s t o r i c a l To p - l i n e F i n a n c i a l s

33. Financials: Future Top-line

34. Renewals Forecasting
• ARR for upcoming
renewals
• Scorecard measures for
each company to display
risk
Data is illustrative
F u t u r e To p - l i n e F i n a n c i a l s

35. Configuration
Data is illustrative
F u t u r e To p - l i n e F i n a n c i a l s

36. Upsell Pipeline
• Based on current pipeline
• Renewals & Expansion manager for assistance in upsells
Data is illustrative
F u t u r e To p - l i n e F i n a n c i a l s

37. Configuration
Data is illustrative
F u t u r e To p - l i n e F i n a n c i a l s

38. Financials: Cost Metrics

39. ©2015 Gainsight. All Rights Reserved.
Budget to Benchmarks
15 Cents of
Fully Loaded CSM Cost
per $1 of ARR
>
Accounts /
CSM
$ ARR /
Account
Salary + Overhead /
CSM
x
Pacific Crest Survey 2015 showed that median spend on renewals is $0.13 per $1 of ARR

40. Accounts per CSM
Data is illustrative
C o s t M e t r i c s

41. Accounts per CSM - Configuration
Data is illustrative
C o s t M e t r i c s

42. ARR per CSM
Data is illustrative
C o s t M e t r i c s

43. ARR per CSM - Configuration
Data is illustrative
C o s t M e t r i c s

44. NPS

45. NPS
• Shows NPS scores, grouped by Original Contract Date
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s

46. Configuration
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s

47. Experiment with Graph Formats
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s

48. Or group by a different field
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s

49. Mapping Roles into your NPS Survey
T r e n d s i n O p e r a t i n g M e t r i c s

50. Child-like Joy
©2015 Gainsight. All Rights Reserved.
Q & A

51. ©2015 Gainsight. All Rights Reserved.
Pulse 2016
May 10-12, 2016
Oakland, CA
Epic.

52. Child-like Joy
©2015 Gainsight. All Rights Reserved.
Gainsight Vault
Best Practices you can import into your Gainsight environment.
Currently holds Playbooks and Surveys
Copilot Templates, Rules & Reports coming to Vault soon!
https://support.gainsight.com/hc/en-us/articles/213757348-
Gainsight-Vault