©2015 Gainsight. All Rights Reserved. HOME PLATE: GETTING VALUE FROM GAINSIGHT ALLISON PICKENS, VP CUSTOMER SUCCESS
Aug 04, 2015
©2015 Gainsight. All Rights Reserved.
HOME PLATE: GETTING VALUE FROM GAINSIGHT
ALLISON PICKENS, VP CUSTOMER SUCCESS
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
PersonalWell-being
CustomerWell-being
©2015 Gainsight. All Rights Reserved.
Gainsight Health Drivers
Customer Health
Time
Optimized Customer Lifecycle Touches
Proactive Risk Touches
Proactive Opportunity Touches
Unified View of Customer Base
Simplified Customer Interaction Preparation
E
D
A C
B
©2015 Gainsight. All Rights Reserved.
Gainsight Health Drivers
Time
Optimized Customer Lifecycle Touches
Impact:• Ensure consistent execution• Automate repetitive activities
Consolidate:• Tasks in CRM• Calendar reminders• Ad hoc to-do lists
Gainsight:• CSM Touch via Call to
Action• Tech Touch via CoPilot
Customer Health
Lifecycle
A
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CSM Touch (Automated
CTAs)
Tech Touch (CoPilot)
Define Your Lifecycle Touches
New Customer Onboarding EBRUpcoming Renewal
1:many welcome email
Email Success Snapshots to lower-touch customers
1:many emails on additional functionality
(for cross-sell)
1:many email w/plan + training content
Schedule kick-off call and send
gift basket
EBR every 6 months for
higher-touch customers
Detailed playbook 90 days before
renewal
Schedule check-in +
trainings with customer
Lifecycle
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Gainsight Health Drivers
Time
Proactive Risk Touches
Impact:• Resolve issues before it’s
too late
Replace:• Downward cycle of
firefighting
Gainsight:• Call to Action• Playbook
Customer Health
Risks
B
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Risk Management Framework
Personal well-being
TimeParenting Milestones(Life Coach)
FAILURE TO LAUNCHMove into basement
2
Smoking
Family historyAccess to foodBehavioral risks
CONTEXT 1
BAD HABITSStop exercising
4
PESSIMISMDowner
5
Risks
Break an armCRISIS
3
©2015 Gainsight. All Rights Reserved.
BAD HABITS
Risk Management Framework
Personal well-being
TimeParenting
FAILURE TO LAUNCHMove into basement
Stop exercising
PESSIMISMDowner
Milestones(Life Coach)
Family historyAccess to foodBehavioral risks
CONTEXT Smoking 4 5
2
1
Risks
Break an armCRISIS
3
Retention probability
Onboarding
Customer fit(Qualification)
Lose sponsor
Support tickets
Never implement
Don’t maintain system
Detractor
(CSM)
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Launch Risk2
Red: If CTA
Green: Otherwise
Onboarding milestone > X days after the previous milestone
Scorecard Component
Call to Action (red score)
1. Review project milestones in Customer 360
2. Meet with Services team
3. Call customer
GonG
Playbook
• Acceptable delay• If separate Services team, at what point do you want CSMs to be
informed• How to tackle reasons for delay
To Consider
Risks
©2015 Gainsight. All Rights Reserved.
Gainsight Health Drivers
Time
Impact:• Capitalize on opportunities
to expand relationships right away
Replace:• Manual analysis in Excel• Requests from your
sales/marketing team
Gainsight:• Call to Action• Playbook
Customer Health
Opportunities
C Proactive Opportunity Touches
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Opportunity Framework
Personal well-being
Time
Graduate
Good habits
Great work review
Optimistic
Get a promotion
Opportunities
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Opportunity Framework
Expected net retention
Time
Timely launch
High adoption
Successful EBR
NPS Promoter
Renewal & up-sell
Opportunities
Endorsements:• Testimonial or case study• Online review• Invite to Influitive• Refer a prospective customer• Speak at an event
Value expansion:• Sell more licenses• Cross-sell additional modules
©2015 Gainsight. All Rights Reserved.
Gainsight Health Drivers
Time
Simplified Customer Interaction Preparation
Impact:• Maximize strategic impact• Never get blindsided
Replace:• Checking data in multiple
systems• Create new PPTs from
scratch
Gainsight:• Customer360• Success Snapshots
Customer Health
Call Preparation
D
©2015 Gainsight. All Rights Reserved.
Gainsight Health Drivers
Time
Unified View of Customer Base
Impact:• Manage your team• Prepare for board and
executive meetings
Replace:• Aggregating data in Excel
Gainsight:• Health score• Dashboards• Analytics
Unified View
E
©2015 Gainsight. All Rights Reserved.
Gainsight Health Drivers
Customer Health
Time
A
Optimized Customer Lifecycle Touches
B Proactive Risk Touches
C Proactive Opportunity Touches
Unified View of Customer Base
E
DSimplified Customer
Interaction Preparation
Expansion
Retention
Efficiency
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SUCCESS EXPRESS - GAINSIGHT ONBOARDING
DENISE STOKOWSKI, VP SERVICES AND SUPPORT
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What Our Most Successful Customers Do
People
Designated administrator (CSM Operations)Adoption Champion to drive the new process
with GSMBOs around health and/or CTAs
Strategy
Drive value from process consistency / scaleGainsight is the system of record for CSM / AMFocus on value drivers for customer health
Operations
“To do” list for CSMs/AMs = CockpitCustomer360 before every client meetingUse in Risk Management, All Hands, Board meetings
Technology & Data
Starts with the customer-account list and mapping
Begin with data in CRM and in flat filesPlan regular “sprints” to release more
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Success ExpressGainsight’s Onboarding
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Success Express Philosophy
High velocity onboarding focused on enabling your team to take full ownership of Gainsight
Structured& Prescriptive
Enabling your team
Based on learning from
100+ implementations
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Express: Our Prescriptive Onboarding Approach
Success Express WorkshopSteps 1-6 in 3.5 days
TOUCH your customers at
scale Customers & Sponsor Tracking
1
Lifecycle Cockpit2
Configuration Only – Usage and Scorecard3
Lifecycle Email Communications
Lifecycle Reporting
4
5
TRACK customer health
consistently NPS Surveys
Customer 360 + External Data
Health Scorecard
6
7
8
TRANSFORM your processes
Engagement Analytics
Triggered Email Communication
Triggered Engagement Rules
9
10
11
5 weeks for steps after Workshop
PR
E W
OR
K
External DataIntegrate your other key data points, e.g. Product Usage
~ 14 day
s
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Who do I need to involve?
The Main Players
Adoption Champion Future Gainsight Administrator
Executive Sponsor
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Who do I need to involve?
The Supporting Cast
Data Subject Matter Experts to provide the data
Your Salesforce or CRM Administrator
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Your team can start using Gainsight after Express Workshop
Rollout 1 Rollout 2
Timing 1 week after Express Workshop
5 weeks later
Lifecycle based CTAs and touches
Usage based CTAs and health scorecard
Optimized Lifecycle Touches
Risk Management
Opportunity Touches
Simplified Customer Interaction Prep
Unified View of Customer Health
©2015 Gainsight. All Rights Reserved.
Discover Gainsight
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