getting value from gainsight

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HOME PLATE: GETTING VALUE FROM GAINSIGHT

ALLISON PICKENS, VP CUSTOMER SUCCESS


PersonalWell-being

CustomerWell-being


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



Time


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


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



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


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


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)


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



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


Opportunity Framework

Personal well-being

Time

Graduate

Good habits

Great work review

Optimistic

Get a promotion

Opportunities


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



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



Time


Impact:• Manage your team• Prepare for board and

executive meetings

Replace:• Aggregating data in Excel

Gainsight:• Health score• Dashboards• Analytics

Unified View

E



Customer Health

Time

A


B Proactive Risk Touches

C Proactive Opportunity Touches


E

DSimplified Customer

Interaction Preparation

Expansion

Retention

Efficiency


SUCCESS EXPRESS - GAINSIGHT ONBOARDING

DENISE STOKOWSKI, VP SERVICES AND SUPPORT


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


Success ExpressGainsight’s Onboarding


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


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


Who do I need to involve?

The Main Players

Adoption Champion Future Gainsight Administrator

Executive Sponsor


Who do I need to involve?

The Supporting Cast

Data Subject Matter Experts to provide the data

Your Salesforce or CRM Administrator


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


Discover Gainsight

Let’s continue the conversation!

Meet with a Gainsight Consultant for a Success Assessment

Offered throughout Pulse at the Gainsight Pavilion

With the Assessment you get:• A complimentary pass to Pulse 2016• Entry into a drawing for an Apple Watch

getting value from gainsight

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