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Housekeeping
• Q&A panel on your right
• Recording for colleagues who can’t make it
• All attendees will receive slides
• Twitter hashtag #customersuccess
What We’ll Cover Customer Success =
Value1
2 Experience-based
Problem Solving
3 The Cadence
Methodology
4 Resources
5 Q&A
Customer Success is About Value
Drive Upsell /
Cross-sell
Through More Effective
Engagement
Increase Client
Retention
Through Early Warning
Signals
Boost Team
Productivity
Through Optimized
Processes
Lessons Learned
1Align on
customer’s
segment strategy
3Plot value
against effort
6Make change
management a
priority
8Make it a
board priority
2Involve
everyone who
touches the
customer
4Integrate data
on a rolling
thunder basis
5Track new
metrics of TTV
7Have options
regarding pace
of
implementation
How Gainsight Will Help You
Touch
Your Customers
At Scale
Track
Customer Health
Consistently
Transform
Customer Success
Processes
11 Step Cadence
Touch
Track
Transform
Engagement
Support
NPS
Usage
Qualitative
1. Success Communications
2. NPS Surveys
3. Sponsor Tracking
4. Lifecycle Cockpit
5. Touch Reporting
6. Customer360 & Sales View
7. Customer360 + External Data
8. Health Scorecard
9. Engagement Analytics
10. Cohort Success Communications
11. Triggered Lifecycle Rules
Experience Success Express
• Accelerate through 6 Cadence
Steps at Gainsight HQ in 4 days
• Learn best practices, strategy,
and meet your starting class
• Get paired with a mentor who’s
used Gainsight to transform their
business
Ongoing Customer Success
Average CSM — 15 years experience
Team includes former GS clients
900+ Attendees100+ Experts
Learn from your
peers
http://www.gainsight.com/implementation
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