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©2015 Gainsight. All Rights Reserved.
Child-like Joy
Ashvin Vaidyanathan
Director, Client Strategy
Easton Taylor
Customer Success Manager
©2015 Gainsight. All Rights Reserved.
Goals for today’s webinar
• Explore different roles within an organization and how these personas get value through Gainsight dashboards and reporting functionality - Customer Success Managers (or Account Managers) - Team Leads/Managers/Directors of CS teams - Executives (VP of Customer Success) - Other customer-facing teams (e.g., Sales and Renewals,
Support, Product)
• Have an interactive discussion and Q&A related to dashboards and reporting in Gainsight
©2015 Gainsight. All Rights Reserved.
Dashboards: Align on performance across the org
Role Objective of dashboards
CSM • Help the CSM prioritize the customers and the actions required
Team Lead/ Director • Manage CSM execution across a portfolio of customers across segments/regions
• Demonstrate value for the CS organization
Executive/ VP • Manage leading indicators of customer health (NPS, health score, risks) for the entire customer base
• Manage financial outcomes (e.g., renewal, upsell, cross-sell) for the entire customer base
• Nurture top accounts and save bottom accounts
Other customer-facing teams (e.g., Sales, Renewals, Support, Product)
• Identify risks in upcoming renewals and work with CS teams to take action • Communicate the value delivered during renewal/upsell conversations • Easily identify referenceable customers to close deals with prospects • Recognize trends in usage patterns of healthy customers for upsell/cross-
sell opportunities
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