How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer Success Org
•
0 likes•834 views
The best healthcare professionals are able to ask the right questions to get the right feedback at the right time to correctly diagnose and care for their patients. The best healthcare IT professionals must do the exact same thing for their patients. Join Roelf Kuitse, Manager of Imprivata’s Customer Success Organization, and Ganesh Subramanian, Gainsight’s Director of Product Marketing, as they deep-dive into how Imprivata leveraged the power of Customer Success to generate $15M worth of add-on opportunities. In this webinar, you'll learn: How to implement an effective CS org in Healthcare IT Tactics for reducing risk in complex accounts How to streamline your customer journey to massively boost expansion opportunities And much more
Recommended
More Related Content
What's hot
What's hot (20)
Similar to How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer Success Org
Similar to How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer Success Org (20)
More from Gainsight
More from Gainsight (20)
Recently uploaded
Recently uploaded (20)
How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer Success Org
- 2. Introductions Ganesh Subramanian Director, Product Marketing Roelf Kuitse Manager, Customer Success Organization
- 3. CO + CX = CSCustomer Success Desired Outcomes Exceptional Experience
- 4. Drive Growth and Advocate Renew Contracts but Don’t Expand Are at Risk for Churn Churn and Detract CX CO Happy and Successful Customers Unhappy Customers Unsuccessful Customers Unhappy Unsuccessful Customers Successful Customers Drive Growth
- 5. The Focus on Outcomes Providers Improve clinical outcomes, patient experiences, and operational efficiencies Life Science Advance treatment discovery, development, distribution and sales Payers / Employers Increase employee / patient satisfaction and reduction in costs
- 7. Customer Success in Healthcare
- 8. Customer Success in Healthcare
- 9. Customer Success in Healthcare
- 10. Customer Success in Healthcare
- 11. Customer Success in Healthcare Customer Success
- 12. Professional Services (OR) - Episodic - Defined Purpose and Scope - P&L Support (ED) - Emergent - Break Fix - Reactive - Event Based Customer Success (PCP) - Preventative - Proactive - Relationships - Long term outcomes
- 14. Imprivata Customer Success Increase in Add-ons Increase in Renewal Rates NPS Score Growth $ $
- 15. “Lets align CS with Sales” This was a bad idea
- 16. Imprivata Segmentation Model Situational Growth Strategic (X-Sell) Low Touch Level of Touch
- 17. Cadence Calls & Activity Tracking Segmentation Review Success Planning Calls to Action Day in the life of an Imprivata CSM “Tools make process more efficient they do not define the processes.”
- 18. $14 Million in found opportunities 98% revenue retention 49 net promotor score
- 19. Q&A Ganesh Subramanian Director, Product Marketing Roelf Kuitse Manager, Customer Success Organization
- 20. Gainsight Powers Customer Success At Top Software Companies Fortune 500 Brands Innovative Healthcare Companies
Editor's Notes
- Introductions. Values at the bottom. Feel free to speak to them, or highlight which value resonates for you.
- In our experience working with companies, we have benchmarked them along a maturity spectrum, from “new to customer success” primarily focused on reacting to customer escalations to “predictive”, where cross-functional teams leverage all sources of data to predictably drive success for their clients. We’ve seen gross retention grow as organizations mature. Further, we’ve seen businesses able to leverage successful customers to drive expansion. The combined effect is exponential growth.
- We can think of it as a 2x2 where your happy successful customers are renewing, expanding, providing references – all the things we aspire for all our clients. Successful clients may renew but if not happy, won’t be advocates. And happy clients may provide references, but are always as risk to renew if they aren’t deriving value. And the path to getting customers up and to the right is about driving outcomes via CS strategies and increasing sentiment, through CX initiatives. Steve, I wanted to kick things off to you first – in your experience consulting with clients, how do you typically see the role of Customer Success interact with Customer Experience?
- Thin margins With the ACA, restrictions on Medicare reimbursement and private insurance companies shifting towards value based reimbursement models, providers have to adapt their processes to succeed in this changing environment.
- We believe that driving successful customers is foundational to driving growth. As a result of partnering with Gainsight to drive client outcomes, our clients have seen a 5% improvement in net retention and growth of their client base. Really solve my real problem (Insights, Outcomes) Ask for and act on my feedback (Feedback, Outcomes) Always deliver a phenomenal experience (Insights, Engagement, Collaboration) Ensure I’m getting the value I expect (Insights, Outcomes)
- We believe that driving successful customers is foundational to driving growth. As a result of partnering with Gainsight to drive client outcomes, our clients have seen a 5% improvement in net retention and growth of their client base. Really solve my real problem (Insights, Outcomes) Ask for and act on my feedback (Feedback, Outcomes) Always deliver a phenomenal experience (Insights, Engagement, Collaboration) Ensure I’m getting the value I expect (Insights, Outcomes)
- We believe that driving successful customers is foundational to driving growth. As a result of partnering with Gainsight to drive client outcomes, our clients have seen a 5% improvement in net retention and growth of their client base. Really solve my real problem (Insights, Outcomes) Ask for and act on my feedback (Feedback, Outcomes) Always deliver a phenomenal experience (Insights, Engagement, Collaboration) Ensure I’m getting the value I expect (Insights, Outcomes)
- We believe that driving successful customers is foundational to driving growth. As a result of partnering with Gainsight to drive client outcomes, our clients have seen a 5% improvement in net retention and growth of their client base. Really solve my real problem (Insights, Outcomes) Ask for and act on my feedback (Feedback, Outcomes) Always deliver a phenomenal experience (Insights, Engagement, Collaboration) Ensure I’m getting the value I expect (Insights, Outcomes)
- We believe that driving successful customers is foundational to driving growth. As a result of partnering with Gainsight to drive client outcomes, our clients have seen a 5% improvement in net retention and growth of their client base. Really solve my real problem (Insights, Outcomes) Ask for and act on my feedback (Feedback, Outcomes) Always deliver a phenomenal experience (Insights, Engagement, Collaboration) Ensure I’m getting the value I expect (Insights, Outcomes)
- We believe that driving successful customers is foundational to driving growth. As a result of partnering with Gainsight to drive client outcomes, our clients have seen a 5% improvement in net retention and growth of their client base. Really solve my real problem (Insights, Outcomes) Ask for and act on my feedback (Feedback, Outcomes) Always deliver a phenomenal experience (Insights, Engagement, Collaboration) Ensure I’m getting the value I expect (Insights, Outcomes)
- We believe that driving successful customers is foundational to driving growth. As a result of partnering with Gainsight to drive client outcomes, our clients have seen a 5% improvement in net retention and growth of their client base. Really solve my real problem (Insights, Outcomes) Ask for and act on my feedback (Feedback, Outcomes) Always deliver a phenomenal experience (Insights, Engagement, Collaboration) Ensure I’m getting the value I expect (Insights, Outcomes)
- We believe that driving successful customers is foundational to driving growth. As a result of partnering with Gainsight to drive client outcomes, our clients have seen a 5% improvement in net retention and growth of their client base. Really solve my real problem (Insights, Outcomes) Ask for and act on my feedback (Feedback, Outcomes) Always deliver a phenomenal experience (Insights, Engagement, Collaboration) Ensure I’m getting the value I expect (Insights, Outcomes)
- We believe that driving successful customers is foundational to driving growth. As a result of partnering with Gainsight to drive client outcomes, our clients have seen a 5% improvement in net retention and growth of their client base. Really solve my real problem (Insights, Outcomes) Ask for and act on my feedback (Feedback, Outcomes) Always deliver a phenomenal experience (Insights, Engagement, Collaboration) Ensure I’m getting the value I expect (Insights, Outcomes)
- We believe that driving successful customers is foundational to driving growth. As a result of partnering with Gainsight to drive client outcomes, our clients have seen a 5% improvement in net retention and growth of their client base. Really solve my real problem (Insights, Outcomes) Ask for and act on my feedback (Feedback, Outcomes) Always deliver a phenomenal experience (Insights, Engagement, Collaboration) Ensure I’m getting the value I expect (Insights, Outcomes)
- We believe that driving successful customers is foundational to driving growth. As a result of partnering with Gainsight to drive client outcomes, our clients have seen a 5% improvement in net retention and growth of their client base. Really solve my real problem (Insights, Outcomes) Ask for and act on my feedback (Feedback, Outcomes) Always deliver a phenomenal experience (Insights, Engagement, Collaboration) Ensure I’m getting the value I expect (Insights, Outcomes)
- We believe that driving successful customers is foundational to driving growth. As a result of partnering with Gainsight to drive client outcomes, our clients have seen a 5% improvement in net retention and growth of their client base. Really solve my real problem (Insights, Outcomes) Ask for and act on my feedback (Feedback, Outcomes) Always deliver a phenomenal experience (Insights, Engagement, Collaboration) Ensure I’m getting the value I expect (Insights, Outcomes)
- Would you consider setting follow up CTAs for positive response? Reference / case study? CTAs for “non-response”?
- We believe that driving successful customers is foundational to driving growth. As a result of partnering with Gainsight to drive client outcomes, our clients have seen a 5% improvement in net retention and growth of their client base.