pulsecheck 2016 how we track a clients specific goals across sales services success

©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

©2016 Gainsight.

Agenda

Collaborating with Sales, Services & Success

Strategic & Proactive Engagement

Success Plans in Practice

Scope of Customer Success at Cisco

©2016 Gainsight.

Collaborating with Sales, Services & Success

©2016 Gainsight.

How Sales, Services and Success Collaborate

Prospect Client

Sales Customer Success and Services

©2016 Gainsight.

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

©2016 Gainsight.

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

©2016 Gainsight.

Strategic and Proactive Engagement

©2016 Gainsight.

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

©2016 Gainsight.

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

©2016 Gainsight.

VALUE Provides Consistent Methodology for Engagement

©2016 Gainsight.

Success Plans in Practice

©2016 Gainsight.

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

©2016 Gainsight.

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?

©2016 Gainsight.

THANK YOU

®2016 Gainsight.