kzr pulse2017 presentation - gainsight.com to make... · • native to salesforce app cloud since...

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CUSTOMER OPERATIONSHow to Make Gainsight Your Team’s One-Stop Shop

KATHLEEN ROUSE

FinancialForce

#Pulse2017

©2017 Gainsight. All Rights Reserved.©2017 Gainsight. All Rights Reserved.

About FinancialForce

• Native to Salesforce App Cloud since 2009• Investors: Salesforce Ventures, TCV, Advent & Unit4• 650~ employees, San Francisco HQ• 1,000+ Customers in 34 countries

©2017 Gainsight. All Rights Reserved.©2017 Gainsight. All Rights Reserved.

BUT, ENOUGH ABOUT ME…


I hope to share with you…

Ideas for how to use Gainsight across different customer segmentsTools to use in your own organizationsReal-life examples of what we doTips to make the results actionableIf I could do it all over again…


Gainsight Application Use Cases

Strategic Commercial Community


Community Segment Use Case

1:Many CommunicationTargeted reporting on what to shareWho to Contact


Community Segment Use Case

1:Many CommunicationPower Lists + CoPilot


Community Segment Use CaseCreating powerful Power Lists

• Segment your Customer Base based characteristics such as:• Lifecycle Stage

• New Customer, In Implementation, Adopting, Seasoned Customer, etc.• Milestone

• Go-Live, Add-On/Cross Sell, Upgrade• At-Risk & Healthy Product Adoption Trends

• License Utilization• Key Feature Usage (Future)• Support Cases Created• Training Taken (Future)


Community Segment Use CaseWorkbook for creating Power Lists & Co-Pilot Rules

Name of Lifecycle Stage: Adopting

Key Milestones: (Events that move the customer into the Lifecycle Stage and onto the next one)

Go-Live_________

Live for 1 year____

At-Risk & Healthy Product Adoption Trends<60% License Utilization__________

0 Support Cases Created_________

>2 Versions behind Current Release

Actions to Take:

Introduce to Customer Community . Ask for Logo & Go-Live Press Release

Remind them of New Release Webinars

Email Customer & trigger CTA to CSM / AE

Update Scorecard & Dashboard for CSM .

Remind Customer of New Release Webinars & Support Compliance (Future)


Community Segment Use CaseRisk Indicators: <60% of licenses utilizedCustomer live for more than 120 days


Community Segment Use CaseTarget and Monitor Communication Effectiveness in CoPilot

Hold Monthly Community Team Meetings to monitor effectiveness & resultsMeasure outcomes (i.e. Net Expansion Rates, References, Customer Community Engagement)Adjust messagingContact customers (i.e. Significant Risk, Top Contributor)Build communities


Commercial Segment Use Case

Tasks ManagementScorecardsQBR PrepEngagement entitlements


Commercial Segment Use Case

Scorecards


Commercial Segment Use CaseCreating a Scorecard that drives accountability and action

• Identify all the customer touch-points & how each influences the customer experience

• Tips for Success: Automate as much as possible• Status of outstanding invoices• Project health indicators like Budget, Scope, Go-Live Push• Customer References Given• Support SLA Violations• Red Account Created• Add-On/Cross-Sells

• Assign owners & gain Executive Buy-In• Iterative


Commercial Segment Use CaseAnswer Key questions about customer health using Scorecards


Commercial Segment Use CaseIdentify accounts with potential for Retention Risk, Revenue Growth or Referencability using Scorecards


Strategic Segment Use Case

Success PlansSponsor Tracking & Relationship NotesMilestonesNPS Surveys


Strategic Segment Use Case

Success Plans


Strategic Segment Use CaseDeliver Outcomes using Success Plans

• Co-develop an annual success plan with each customer

• Define objectives and measures of success• Align to Product Module usage• Complete objectives when measures of success reflect the customer’s definition

for success

• Export and share


Strategic Segment Use CaseStart with a customized Success Plan template then build into Gainsight


Strategic Segment Use CaseStart with a customized Success Plan template then build into Gainsight

Objectives map to Title of CTAs

Metrics map to Success Criteria

Tactics map to Tasks& Product Modules


Strategic Segment Use CaseDrive all conversations about the customer off of the Success Plan


Strategic Segment Use CaseMeasure progress against objectives in Quarterly Business Reviews with the Customer (Future)


Call To Action

Segment your Customer-Base by Lifecycle Stage, Milestone & At-Risk and Opportunity Indicators

Identify key questions you need to answer about customer-health to create your own Scorecards

Take your Success Plans and map them into Gainsight to track progress


THANK YOU


@kzrtech or LinkedIn: Kathleen Rouse#Pulse2017

kzr pulse2017 presentation - gainsight.com to make... · • native to salesforce app cloud since...

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