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CUSTOMER OPERATIONSHow to Make Gainsight Your Team’s One-Stop Shop
KATHLEEN ROUSE
FinancialForce
#Pulse2017
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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
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BUT, ENOUGH ABOUT ME…
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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…
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Gainsight Application Use Cases
Strategic Commercial Community
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Community Segment Use Case
1:Many CommunicationTargeted reporting on what to shareWho to Contact
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Community Segment Use Case
1:Many CommunicationPower Lists + CoPilot
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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)
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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)
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Community Segment Use CaseRisk Indicators: <60% of licenses utilizedCustomer live for more than 120 days
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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
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Commercial Segment Use Case
Tasks ManagementScorecardsQBR PrepEngagement entitlements
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Commercial Segment Use Case
Scorecards
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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
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Commercial Segment Use CaseAnswer Key questions about customer health using Scorecards
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Commercial Segment Use CaseIdentify accounts with potential for Retention Risk, Revenue Growth or Referencability using Scorecards
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Strategic Segment Use Case
Success PlansSponsor Tracking & Relationship NotesMilestonesNPS Surveys
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Strategic Segment Use Case
Success Plans
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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
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Strategic Segment Use CaseStart with a customized Success Plan template then build into Gainsight
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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
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Strategic Segment Use CaseDrive all conversations about the customer off of the Success Plan
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Strategic Segment Use CaseMeasure progress against objectives in Quarterly Business Reviews with the Customer (Future)
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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
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THANK YOU
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@kzrtech or LinkedIn: Kathleen Rouse#Pulse2017