Deep-dive into the most effective ways to use Gainsight as a 1:Many tool and for new customer onboarding in a lower touch, higher account load model

1. New Customer On-boarding in a
Low-Touch Model
Aurelia Wollen & Emily Davidson
Customer Success Team

2. • Housekeeping
• V3D Overview
• Pre-sales
• New Customer
• Implementation
• Post-Implementation
Agenda

3. V3D Overview

4. ©2015 Gainsight. All Rights Reserved.
V3D Model
• Value
• Discovery - through the sales cycle
• Delivery - through implementation
• Demonstration - through ongoing relationship

5. Pre-Sales

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Pre-Sales - Discover
• What do we need to know about our Customers?
• What are their goals and challenges?
• Do these align with the product capabilities?
• Does this customer have the resources and tools to be successful in
a low touch on-boarding model?
• Is their data configured in a way that allows for seamless integration
with the product?

7. ©2015 Gainsight. All Rights Reserved.
Pre-Sales - Discover
• Readiness Survey
• Uncover and asses a prospect’s data, resource, and business process
readiness
• Influences which implementation package they are eligible for
• Document potential risks
• Prospect identifies 3-5 key business challenges they want to implement in
Gainsight

8. ©2015 Gainsight. All Rights Reserved.©2015 Gainsight. All Rights Reserved.
We don’t have a consistent way to
track customers’ goals throughout
their lifecycle
We don’t have a scalable way to
show customers how they use our
product/service
We are seeing churn due to
customers not seeing ROI or
business value
We need to give management
visibility into CSM efforts and
impact
We need a way to report on
retention, upsell, and churn
We need a way to forecast
retention, upsell, and churn
We don’t know which accounts are
at risk, and which we can impact
or de-prioritize`
We are seeing churn due to low
adoption
We are seeing churn due to low-
value adoption (e.g. not using new
or advanced features)
We are seeing churn due to
functionality gaps in the product
We are seeing churn due to
product stability or quality issues
We are seeing churn due to poor
customer satisfaction
We are seeing churn due to loss of
our key customer champion
We are seeing churn due to
customer service issues
Our field reps and execs are
sometimes blindsided by customer
risks
Our sales reps and account
managers are sometimes blindsided
by customer risks during a sales
cycle
We don’t have a consistent view of
customer health across our
company
We don’t know what’s driving risk
and success in our customer base
We need a way to track customer
relationships across complex
customers, multiple products
We have accounts we
can’t touch with manual outreach
that need proactive attention
We are seeing customer
satisfaction issues due to poor
hand-offs from sales to CSM
We spend too much time
preparing for Executive Business
Reviews
CSMs have too many repetitive
interactions with customers
It takes customer-facing team
members too long to prepare for
customer meetings
We need to increase the ratio of
accounts a CSM can handle to
make CSM more cost effective
We don’t know which customers
to use as references and in
marketing activities
We have no way to track our
sponsors as they go to new
companies in a scalable way
We don’t know which customers
are trending toward needing more
capacity
It’s too manual for us to spot
customer overages
We don’t know which customers
are good candidates for upsell
We don’t know how to turn happy
customers into advocates
Business Challenges
OPERATIONALIZE
Customer Lifecycle
MANAGE
Customer Risk
DRIVE
Expansion & Advocacy
ENABLE
Cross-Functional
Visibility
DEMONSTRATE
Value
1
2
3
4
5
6
1
2
3
4
5
6
7
8
1
2
3
4
5
6
1
2
3
4
5
1
2
3
4
5
6

9. New Customer

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New Customer - Deliver
• Sales to post sales knowledge transfer
• When is this appropriate/necessary?
• What is scalable for our teams?
• Resource introduction
• How does the on-boarding process begin?
• Who is involved from the post sales team? Who is involved at the customer?
• Customer pre-work
• What does the customer need to do prior to setting up the product?

11. ©2015 Gainsight. All Rights Reserved.
Automated
Outreach:
CoPilot
New Customer - DeliverContract
Signature
Manual
Outreach:
CTAs
Welcome
Email
Kickoff Call
Project Plan
Creation
On-boarding
Webinars
New Customer
Post
Implementation
Implementation

12. ©2015 Gainsight. All Rights Reserved.
New Customer - Deliver
• Example CTA and Playbook

13. Implementation

14. ©2015 Gainsight. All Rights Reserved.
Implementation - DeliverContract
Signature
Weekly
project calls
w/ PM
Express
Workshop
Additional
Training
Resources
CSAT
Survey
Post
Implementation
New Customer Implementation
Manual
Outreach:
CTAs
Automated
Outreach:
CoPilot

15. ©2015 Gainsight. All Rights Reserved.
Express Workshop - Deliver
• Goal – configure minimum viable product
• How?
• 2.5 day accelerated workshop – in person classroom or virtual
• Lead by Project Managers with additional technical team members
for support
• Gainsight features configured based on business challenges
identified during sales cycle
• Training for Adoption Champions to help them launch effectively

16. ©2015 Gainsight. All Rights Reserved.©2015 Gainsight. All Rights Reserved.
We don’t have a consistent way to
track customers’ goals throughout
their lifecycle
We don’t have a scalable way to
show customers how they use our
product/service
We are seeing churn due to
customers not seeing ROI or
business value
We need to give management
visibility into CSM efforts and
impact
We need a way to report on
retention, upsell, and churn
We need a way to forecast
retention, upsell, and churn
We don’t know which accounts are
at risk, and which we can impact
or de-prioritize`
We are seeing churn due to low
adoption
We are seeing churn due to low-
value adoption (e.g. not using new
or advanced features)
We are seeing churn due to
functionality gaps in the product
We are seeing churn due to
product stability or quality issues
We are seeing churn due to poor
customer satisfaction
We are seeing churn due to loss of
our key customer champion
We are seeing churn due to
customer service issues
Our field reps and execs are
sometimes blindsided by customer
risks
Our sales reps and account
managers are sometimes blindsided
by customer risks during a sales
cycle
We don’t have a consistent view of
customer health across our
company
We don’t know what’s driving risk
and success in our customer base
We need a way to track customer
relationships across complex
customers, multiple products
We have accounts we
can’t touch with manual outreach
that need proactive attention
We are seeing customer
satisfaction issues due to poor
hand-offs from sales to CSM
We spend too much time
preparing for Executive Business
Reviews
CSMs have too many repetitive
interactions with customers
It takes customer-facing team
members too long to prepare for
customer meetings
We need to increase the ratio of
accounts a CSM can handle to
make CSM more cost effective
We don’t know which customers
to use as references and in
marketing activities
We have no way to track our
sponsors as they go to new
companies in a scalable way
We don’t know which customers
are trending toward needing more
capacity
It’s too manual for us to spot
customer overages
We don’t know which customers
are good candidates for upsell
We don’t know how to turn happy
customers into advocates
Business Challenges
OPERATIONALIZE
Customer Lifecycle
MANAGE
Customer Risk
DRIVE
Expansion & Advocacy
ENABLE
Cross-Functional
Visibility
DEMONSTRATE
Value
1
2
3
4
5
6
1
2
3
4
5
6
7
8
1
2
3
4
5
6
1
2
3
4
5
1
2
3
4
5
6

17. ©2015 Gainsight. All Rights Reserved.©2015 Gainsight. All Rights Reserved.
Chal l enge: We need t o i ncr ease t he r at i o of account s a CS M can handl e and m ake CS M
m or e cost ef f ect i ve
Feature: Scorecards
Lifecycle Management: Planning
Benefits
• Improve scale and efficiency in customer
communications by auto-triggering one-to-one or one-
to-many email outreaches
• Complement the CSM team with triggered emails based
on health score elements
• Track effectiveness of outreach via analytics
Drive efficiency / cost avoidance by increasing the
Customer-to-CSM ratio as you scale
Business Impact
Benefits
Business Impact
Features: Copilot, Reports

18. ©2015 Gainsight. All Rights Reserved.©2015 Gainsight. All Rights Reserved.
Ch a lle n g e : We d o n ’t k n o w wh ic h a c c o u n ts a re a t risk , a n d wh ic h we c a n im p a c t o r
d e p rio ritiz e
Feature: Scorecards
Risk Management: Prioritization
Benefits
• Monitor the customer activities that are most important
to you
• Early warning for at-risk customers
• Identify upsell opportunities
• Manage, collaborate, prioritize and snooze to-do list
Drive efficiency across the team and allow resources to
focus on the right customers
Business Impact
Benefits
Business Impact
Features: Cockpit

19. ©2015 Gainsight. All Rights Reserved.©2015 Gainsight. All Rights Reserved.
Ch a lle n g e : We d o n ’t h a v e a c o n siste n t v ie w o f c u sto m e r h e a lth a c ro ss o u r
c o m p a n y
Feature: Scorecards
Cross-Functional Visibility: Health Scoring
Benefits
• Scorecards summarize health across your most critical
metrics
• See components over time to see exactly why overall
scores changed
• Qualitative and quantitative scores to handle the “art and
science” of customer success
Improve customer retention and expansion by having
betting line of sight into risks and expansion opportunities
Business Impact
Benefits
Business Impact
Features: Scorecards

20. ©2015 Gainsight. All Rights Reserved.
Implementation - Deliver
• Post Express Workshop
• Weekly calls with PM to work through project plan
• Expanding configuration based on identified business challenges
• Supplementary webinars
• Internal launch
• How do you know when formal implementation is done?
• Initial Value Moment

21. Post Implementation

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Post Implementation - DemonstrateContract
Signature
Introduction to
Customer
Success Team
Product
Release
Emails
Post ImplementationNew Customer Implementation
Usage
Reports
Annual EBR
Manual
Outreach:
CTAs
Automated
Outreach:
CoPilot

23. ©2015 Gainsight. All Rights Reserved.
Post Implementation - Demonstrate
Community
Gainsight Go
Blog
Webinars
Support
Admin Office Hours