Download - Gainsight on Gainsight: Managing Code Red
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February 20, 2015
Gainsight on Gainsight:
Code Red Management
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• This webinar is being recorded
• Post Q&A questions into Questions section
Housekeeping
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• Introduction
• Evolution of our Code Red meeting
• Code Red Program Elements
• How We Use Gainsight
• Q&A
Today’s Session
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• Background in CS, PM, and BI
• Started at Gainsight as a pure PM
• Now focused on CS Ops and tying
our best practices back into the
product
Julia GuyadeenDirector of Product Management
for Customer Success
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PROGRAM EVOLUTION
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Program Evolution
1. Free-form meeting
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Program Evolution
1. Free-form meeting
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Program Evolution
2. Google Doc template
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Program Evolution
2. Google Doc template
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Program Evolution
3. Managed in Gainsight
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Program Evolution
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KEY PROGRAM ELEMENTS
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Action plans
Collaboration
Executive engagement
Formalized urgent product requests
Separate “Watch” list
Ongoing measurement
Key Program Elements
1
2
3
4
5
6
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Identify clear next
steps, owners, and
due dates
1. Action Orientation
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Collaborative
brainstorming +
Chatter posts to
keep everyone
informed
2. Collaboration
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Gainsight executive
sponsors reach out
to Code Red
customers
3. Executive Engagement
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Formal process to
submit Code Red
product requests
4. Urgent Product Requests
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Separate list for
potentially at-risk but
non-critical accounts
5. Watch List
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Dashboard to track
Code Red trends and
progress
6. Measurement
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HOW WE USE GAINSIGHT
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THANKS, SEE YOU NEXT MONTH!