When done correctly, Customer Success is a major growth driver. The fastest-growing businesses achieve renewal rates far greater than 100%, growing through new spend from acquired customers and incremental spend from existing customers.

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The 12 Pillars of
Customer Success
Dan Steinman
Chief Customer Officer at Gainsight
@dantsteinman
@GainsightHQ

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Gainsight’s Core Values
Golden Rule Success for All Child-like Joy

3. Sell to the Right Customer
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Empower Sales

5. Obsessively improve
time-to-value
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Nail the handoffs

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Product is Priority #1

8. Define a clear customer journey
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Understand your Churn

10. Relentlessly manage and monitor
Customer Health
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Regularly deliver
business reviews or
reports

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Track team productivity &
effectiveness

13. Market for loyalty
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14. Focus on the customer’s objectives,
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not yours

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The 12 Pillars of Customer Success
1. Sell to the right customer
2. Empower Sales
3. Obsessively improve time-to-value
4. Nail the handoffs
5. Prioritize your product
6. Define a clear customer journey
7. Deeply understand your retention/churn
8. Relentlessly monitor & manage customer health
9. Regularly deliver business reviews or reports
10. Track team productivity and effectiveness
11. Market for loyalty
12. Focus on the customer’s objectives, not yours

16. #openlounge
Thank you!
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@dantsteinman
@GainsightHQ