pulsecheck 2016 how we track a clients specific goals across sales services success
TRANSCRIPT
©2016 Gainsight.
HOW WE TRACK A CLIENT’S SPECIFIC GOALS ACROSS SALES, SERVICES AND SUCCESS
BARR MOSESSr. Director of Business Ops & Technical SuccessGainsight
®2016 Gainsight.
ED DALYSr. Director of Global Customer SuccessCisco
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Agenda
Collaborating with Sales, Services & Success
Strategic & Proactive Engagement
Success Plans in Practice
Scope of Customer Success at Cisco
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Collaborating with Sales, Services & Success
©2016 Gainsight.
How Sales, Services and Success Collaborate
Prospect Client
Sales Customer Success and Services
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How Sales, Services and Success Collaborate
Prospect Client
Sales
Common Challenges:
• Asking the same questions twice
• Objectives evolve over time
• Stakeholders & decision makers change
• Source of truth for customer goals
Customer Success and Services
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Gainsight’s Customer Success Organization
Outcomes Management. On-Boarding Success Technical Success
Customer Success Managers Professional Services Support, Professional Services,Community Manager
Mission Translate business objectives into real change and customer ROI
Structured process to achieve subset of business objectives
Tackle inbound customer challenges post-onboarding
Key Skills
Customer Need Business outcomes Fast time to value Solutions on demand
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Strategic and Proactive Engagement
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Segmented approach to Customer Success
STRATEGYSEGMENT
High Touch
Mid Touch
Tech Touch
ENTERPRISE
MID-MARKET
SMB
JUST-IN-TIME
AUTOMATED
PROACTIVE
©2016 Gainsight.
Deliver strategic and proactive customer engagement
STRATEGYSEGMENT
High Touch
Mid Touch
Tech Touch
ENTERPRISE
MID-MARKET
SMB
JUST-IN-TIME
AUTOMATED
PROACTIVE
Today’s discussion
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Elements of strategic and proactive engagement
• Identify key priorities, pain points and opportunities
• Create collaborative project plan to deliver value
• Execute plan and track progress
• Review value delivered with key stakeholders
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VALUE Provides Consistent Methodology for Engagement
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Success Plans in Practice
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Success Plans: a collaborative tool for Sales, Success, and Services
©2016 Gainsight.
Success Plans: Tool to help deliver strategic and proactive customer engagement
Found in Gainsight’s C360 View, Success plans
organize your long-term strategic priorities with
your high-touch customers
1
©2016 Gainsight.
Success Plans: Tool to help deliver strategic and proactive customer engagement
“Plan Info” provides overview of the
customer and the strategic plan
2
©2016 Gainsight.
Success Plans: Tool to help deliver strategic and proactive customer engagement
New type of Call-To-Action called “Objectives” intended to be longer term and more strategic
3
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Industry best practices, fueling
competitive differentiation
Customer Outcome and Business Outcome
Land: Long term objectives and
planning
Usage translated to outcomes
Expand: Adjacent offers to complete
solution
Usage patterns and operational process
optimization
Renew: Allow sales to upsell not resell
Customer Outcome
Company Outcome
©2016 Gainsight.
Success Plans: Tool to help deliver strategic and proactive customer engagement
In the “additional features” menu, access templates, set due dates, export into PPT, and manage status
4
©2016 Gainsight.
Success Plans in PracticeHow Gainsight aligns on strategy and delivers value
Business goals identification in
Sales cycle
1
Strategy Session with Success & Services
2Post
meeting follow up w
Success Plan
3
Roll out best practices;
track value via Success Plans
4
©2016 Gainsight.
Success Plans in PracticeHow Gainsight aligns on strategy and delivers value
• Discovery session with customer stakeholders
• Document key business challenges
Business goals identification in
Sales cycle
Strategy Session with Success & Services
Post meeting follow up w
Success Plan
Roll out best practices; track
value via Success Plans
4321
©2016 Gainsight.
Success Plans in PracticeHow Gainsight aligns on strategy and delivers value
• Review challenges• Share Gainsight best practices
as frameworks for solutions• Prioritize top initiatives for
Onboarding
Business goals identification in
Sales cycle
Strategy Session with Success & Services
Post meeting follow up w
Success Plan
Roll out best practices; track
value via Success Plans
4321
©2016 Gainsight.
Success Plans in PracticeHow Gainsight aligns on strategy and delivers value
• Create Success Plan, highlight top initiatives and timeline
• Export Success Plan and align with customer
Tip: Use CTAs to align on overall objectives
and broad initiatives; Set up tasks to align with
more specific due-dates
Business goals identification in
Sales cycle
Strategy Session with Success & Services
Post meeting follow up w
Success Plan
Roll out best practices; track
value via Success Plans
4321
©2016 Gainsight.
Success Plans in PracticeHow Gainsight aligns on strategy and delivers value
Tip: Easily export plan into PowerPoint
Business goals identification in
Sales cycle
Strategy Session with Success & Services
Post meeting follow up w
Success Plan
Roll out best practices; track
value via Success Plans
4321
• Create Success Plan, highlight top initiatives and timeline
• Export Success Plan and align with customer
©2016 Gainsight.
Scope of Customer Success at Cisco
©2016 Gainsight.
Cisco’s Organization- Designed to Scale
Customer Success Manager
Partner Success Manager
Virtual Customer Success Manager
Tech Touch
©2016 Gainsight.
Cisco’s Organization- Designed to Scale
Partner Success Manager
Virtual Customer Success Manager
Tech Touch
Customer Success Manager
©2016 Gainsight.
Scope of Customer Success Function at Cisco
Expand
ExtendNew
RenewLand
Adopt
ValueRealization
Differentiation
©2016 Gainsight.
Success Plans in PracticeHow Gainsight aligns on strategy and delivers value
• Track progress via Success Plan
• Use reports to monitor completion
• Review plan quarterly to evaluate progress
Business goals identification in
Sales cycle
Strategy Session with Success & Services
Post meeting follow up w
Success Plan
Roll out best practices; track
value via Success Plans
4321
©2016 Gainsight.
Tips for Bringing Sales, Services, Success Together
• Create an org structure that supports customer needs
• Develop a shared framework for communicating value
• Get direct feedback from customers and incentivize sales
• Iterate, collect feedback, iterate
©2016 Gainsight.
Questions?
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THANK YOU
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