innovation & experimentation: customer success in a new lens and experimentation...

©2015 Gainsight. All Rights Reserved.

ALLISON PICKENS VP CS & Operations

Gainsight

VANESSA SCHWARTZ CSM Team Manager,

BlueJeans

DAVID YOFFIE Leader of Service

Practice, PwC

Innovation & Experimentation: Customer Success in a New Lens


VANESSA SCHWARTZ CSM TEAM MANAGER BLUEJEANS


ALLISON PICKENS VP CUSTOMER SUCCESS & BUSINESS OPERATIONS GAINSIGHT


DAVID YOFFIE SERVICE PRACTICE LEADER PWC


INNOVATION & EXPERIMENTATION: CUSTOMER SUCCESS

IN A NEW LENS

©2015 Gainsight. All Rights Reserved. © 2014 SAP AG or an SAP affiliate company. All rights reserved.

The most powerful tool in

business: the human face

Video enables all

business functions to be

more productive and effective.


CSM & Video The perfect combination of human & technology

Empathy Feel Connected

Visual feedback cues Opens dialogue

Time Management Improving quality of interaction

Integrity They can see your reactions and body

language Develops trust

Forge friendships & partnerships


Video enables your business to save time, money, and the earth.

46 Million people have connected

over video

17 Million meetings

1.6 Billion video minutes

Saving

33 Billion flight-miles

$5 Billion in travel costs

24 Billion kgs of carbon

emissions

Countless family dinners,

soccer games, and recitals Since inception, on BlueJeans.


Program: Coffee & BlueJeans 2x a week – 1 hour ea. Learnings:

• Opened dialog & created opportunity to explore use-cases • Identified unique ways to tie into our customer’s workflow • Made us think more creatively

Experiment


ALLISON


Agenda • 

•  Hackathon

•  Advocacy

•  Customer Success Architect Role


Hackathon Structure

•  6 sessions, each 2 hours •  10 groups (each with a different topic) in each session •  < 8 people per group •  Every group is cross-functional within Customer Success

organization •  Included some members of Sales and Product/Engg teams •  "GSD" principle; every session must result in a tangible

deliverable

• 


Hackathon Example Topics

•  Draw process diagrams for 10 ways to reduce time to resolution in Support

•  Flesh out 10 ways to growth-hack our Community •  Design a revamped new hire training/experience •  Identify 10 ways to drive adoption of Vault + make as much

progress as you can in executing them •  Create materials for Sales to explain our Strategic

Onboarding process to prospects

• 


Agenda • 

•  Hackathon

•  Advocacy



CSM Contributions to New Sales • 

Expand

Refer

Advocate

Differentiate

Use Cases

TOTAL


CSM Contributions to Advocacy • 

SMB Midmarket Strategic Total Sales References

8 9 9 26

Speaking Events

5 4 9

Case Studies 1 2 2 5


Outcome • 

•  Sales references doubled

•  “Win” mentality created positive morale

•  Difficult to set a target the first time

•  Forthcoming: how to track this in Gainsight

Results Learnings


Agenda • 

•  Hackathon

•  Advocacy



New Onboarding & Technical Success Departments

Before:

Services OCD Go-Live Adoption Renewal

Today: Onboarding

OCD Go-Live Adoption Renewal

Technical Success


•  “This rule is not working; can you help me fix it?”

•  “This calculated field is not working as I expected; can you help me understand why?”

•  “I set up Relationships, but the Scorecard isn’t working. Can you help me fix it?”

•  “The Visualforce page we set up in Onboarding isn’t working now”

Support L1,L2

•  “Can you help me set up these rules / dashboards?”

•  “Can you add these 5 new calculated fields?”

•  “I’d like to set up Relationships. Show me how to do that?”

•  “We have Visualforce set up in GS, and now we want to set up a brand new page”

CS Architects

Support vs. CS Architects: Sample issues


•  Own customer communication from initial report to resolution

•  Basic troubleshooting knowledge

•  Identify and escalate issues to L2

•  Advanced knowledge in identified SME areas

•  Identify and flag areas for additional documentation (internal/external)

Roles and Responsibilities

•  Complex problems escalated from L1 support

•  Provide detailed root cause analysis to L1

•  Write and execute scripts to correct data

•  Escalate to Engineering complex application questions/issues

•  Identify training areas for L1 and L2

•  Admin on Demand (fka Managed Services)

•  Net new configurations or major overhauls

•  Assess customer instance and interpret customer requirements

•  Recommend architecture and configurations

•  Produce technical design documents and supporting materials

L1 Support L2 Support Customer Success Architects


DAVID


Success in the Customers’ Eyes – Service & Support Operations Methodology


Thank You

innovation & experimentation: customer success in a new lens and experimentation...

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