If you’re a Customer Success leader, your biggest fear is that despite your efforts, you aren’t delivering real value to your customers. How can you be sure? In this webinar Allison will discuss: How to align your Customer Success team with key accounts The benefits of Success Plans to create workflows for every scenario. A strategic process to achieve predictable value delivery Ensure you’re delivering the value your customers expect.

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Child-like Joy
Is Your Customer Success Team Delivering Real Value?
©2015 Gainsight. All Rights Reserved.
Featuring:

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Child-like Joy
©2015 Gainsight. All Rights Reserved.
Allison Pickens
VP of Customer Success
Gainsight
apickens@gainsight.com
Daniel Oberes
Director of Customer Analytics
Marin Software
doberes@marinsoftware.com

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Child-like Joy
©2015 Gainsight. All Rights Reserved.
12 Steps to Predictable
Value Delivery

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Predictable Revenue
Predictable Value
Delivery
Sales Development team Customer Success team
New Business ARR Renewal ARR
SQLs Green Adoption
Goal: A Repeatable Methodology for Driving Results

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Step 1: Create Template for the Kick-off Invitation
• Create a Co-pilot template to help your team schedule sessions
• Executive Sponsors
• Adoption Champions
• Customer Success Administrators

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Step 2: Standardize the Pain Point Analysis

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Step 3: Standardize Best-Practice Materials

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Step 3: Standardize Best-Practice Materials (cont.)

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Step 4: Standardize the Decision-Making Workbook

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Step 5: Create a Success Plan
• Roadmap for achieving your customer’s objectives
• Objectives = key business challenges
• Playbooks = how Gainsight and the customer will work together to solve
their challenges

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Step 6: Standardize Your Configuration Options
• Content for every best-practice process
• Services offering for every best-practice process
• New customers: Onboarding package
• Existing customers: Package for every best-practice process
(TBD)

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Step 7: Track Progress in Success Plan

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Step 8: Define Adoption Metric for Verifying Progress
Need CSM version of “SQL”:
• Objectively valuable: No one can contest the achievement.
• A discrete unit: It’s clear when the achievement is complete.
• Measurable: We can create a Gainsight dashboard to track our
achievements.
• Frequently achieved: We can recognize our achievements week-
to-week.
• Attributable to the CSM: No one can contest that the CSM is
primarily responsible.

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Use Scorecard Measure on C360 Dashboard

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Net New Green Customers
Customers that move from Red/Yellow to Green/Lime in our Habits
Scorecard Measure
• Green: At least x% of licensed users are daily active users of
Cockpit
• Lime: At least y% of licensed users are daily active users (of any
part of the product)
• Yellow: Some usage, but not daily actives
• Red: No usage of Gainsight in the last week

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Net New Green Customers

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Step 10: Celebrate Improvements…

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…and Learn from Declines

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Step 11: Track by CSM and Incorporate into Compensation

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Benefits of Habits Targets
• Accountability
• Insight
• Ownership
• Prioritization
• Significance

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Step 12: Act on Learnings
• When customer has moved into green/lime, document
what worked well and what didn’t
• Continually improve the process to create a predictable
path to value delivery

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Child-like Joy
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How Marin Software Uses Success Plans to Drive
Mature Product Adoption!

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Are we delivering value?
Performance
Application
Usage
User
Feedback

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Ongoing Improvement and Value Delivery
• Map goals to
usage &
program
updates
• Train & update
workflow or
program
• Define goals &
opportunities
for
improvement
• Track and
report on
proficiency &
impact
Measure Assess
PlanAct

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We’ve solved all the problems!

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When to Assess, Plan and Act?
Phase
Touchpoint
CSD
Support
PS
Enterprise
Onboarding
Sales Handoff
X
Kick off and Goal Setting
X
X
X
Implementation/Activation
X
X
Training
X
X
Review Performance and Progress
X
X
Ongoing
Product Usage
Time-based
Moments
Monthly Performance and Progress Review
X
QBR
X
NPS/Cust Sat Survey
X
Periodic Usage Assessment
X
Renewal
X
Event-based
Moments
Critical Support Case
X
X
Company Risk
X
Anomaly in usage or performance
X
Anomaly in engagement or satisfaction
X
Pertinent feature release
X

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We’ve solved all the problems!

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Data!

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How to track and measure?
Category
Datapoint
Source
Application Experience
Bugs
Engineering
Feature Requests
Cases and internal alerts
CRM
Performance Goals
Efficiency Gains
Application
KPI Performance
Application or
Discussion
Strategic Goals
Adoption
User
Application Analytics
Application
Feature Adoption
Training Attendance/Certification
LMS
Account
Application Analytics
Application
Feature Adoption
Engagement and
Relationship Health
Customer Satisfaction? Referenceable? Ambassador?
CRM
Meeting/Call Attendance/Responsiveness
Paying bills on time/Credits
Accounting
Training/Certification
LMS and Marketing
Webinar Attendance

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Child-like Joy
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Use Cases: Mature Product Adoption!
& Performance!

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Product Adoption Use Case
Identify pain points in
process or tools and map
to your solution
Migrate current workflow
to improved workflow –
change management
Create usage assessment
and scorecard to track
progress over time

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Telling Story – Campaigns for Feature Adoption
• Move the needle for application stickiness
• Develop depth and breadth of product usage
• Using the Marketing model for driving engagement – run targeted
campaigns with performance goals for the initiative
• Create playbooks and customize objectives to set measurable targets
and track them in dashboards

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Performance Use Case
AE and CSM to drive
Customer Success
Discovery process
Identify objectives,
KPI’s, baseline
performance and targets
Track and communicate
value delivered

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Telling Story – Efficiency or Performance Gains
• Tell a story of ongoing improvement
• Align the ongoing story of Customer Success to the commitments made
in sales
• Guide discussions when assessing value

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Child-like Joy
©2015 Gainsight. All Rights Reserved.
Allison Pickens
VP of Customer Success
apickens@gainsight.com
Daniel Oberes
Director of Customer Analytics
doberes@marinsoftware.com
Questions?!