This document outlines how Nick Mehta, the CEO of Gainsight, uses their customer success platform to prepare for meetings with clients, executives, and the board. It discusses how the platform provides key customer insights such as account information, health scores, adoption metrics, and feedback to help Mehta understand each customer's needs and assess how well Gainsight is delivering for customers. Mehta is able to review retention, outcomes, trends and feedback data to prepare for management meetings, client reviews, and discussions with the board.

1. 2018
Nick Mehta
Chief Executive Officer
How to Turbocharge Your Customer
Insights While Making Them More
Digestible for Executives

2. 2
My Life as a CEO

3. 3
My Life as a CEO

4. 4
My Life as a CEO
1
360° Customer
View

5. “I’m not only the
CEO of Gainsight,
I’m a user!”
5
Top Three Questions I use Gainsight to
Answer as a CEO:
• What do I need to know for my upcoming
customer meeting?
• Are we delivering for our customers?
• What should I share with the Board?
How to Turbocharge Your Customer Insights While Making
Them More Digestible for Executives

6. 6
The 360° Customer View Element
Cv
1
360° Customer
View
• Align on a single source of truth
• Capture every interaction
• Provide relevant context for each team member
• Share learnings with your customers

7. 2018
Prep for Client Meetings

8. 8
What I need to know
before every client meeting
• ARR and renewal date in case I’m asked
about the contract
• Current Health Scorecard as well as the
most recent trend in score (up or down)
• Recent Activity on the customer to be up-to-
speed
• Recent Survey Responses in case I need to
address feedback
• Key Sponsors of our relationship that I
should be aware of

9. 9
Sally Bot in Slack

10. 10
Take notes and follow up

11. 11
Review Customer Success
• Management Meeting
• 1:1 with CCO
• Strategic Client Review
• Onboarding Review

12. 2018
Management Meeting
Review Customer Success

13. 13
Track ARR by segment
Gravity Meeting

14. 14
Track adoption by segment
Gravity Meeting

15. 15
Track licenses sold vs. healthy users and DAU
Gravity Meeting

16. 2018
1:1 with the CCO
Review Customer Success

17. 17
COM “State of the Union” Dashboard
1:1 with the CCO

18. 18
COM Workload and Success Planning
1:1 with the CCO

19. 19
NPS and CX Drilldown
1:1 with the CCO

20. 2018
Strategic Customer Review
Review Customer Success

21. 21
Relationship 360 Summary
• Key Contract Information from our CRM
• Total account ARR
• Current Overall Health Score and its history
• Number of Provisioned Licenses
• Current NPS Score
• Number of Open CTAs (By CTA Type)
• Open Support Tickets
Strategic Customer Review

22. 22
Adoption and Usage Tracker
Strategic Customer Review

23. 23
Success Plans
Strategic Customer Review

24. 2018
Onboarding Review
Review Customer Success

25. 25
Project Risk Dashboard
Onboarding Review

26. 26
Implementation Scorecard and Onboarding NPS
Onboarding Review

27. 2018
Prep for Board Meetings

28. 28
Prep for Board Meetings
Retention Metrics

29. 29
Prep for Board Meetings
Client Outcomes Metrics

30. 30
Prep for Board Meetings
Trends in Adoption

31. 31
Prep for Board Meetings
Habits by Cohort

32. 32
Prep for Board Meetings
NPS Trends by Role

33. 2018
Nick Mehta
Chief Executive Officer
Thank you!