1) The document discusses how Gainsight tracks customer goals across sales, services, and success. It outlines Gainsight's customer success organization and how the different teams collaborate.
2) Success Plans are introduced as a tool used by Gainsight to help deliver strategic and proactive customer engagement. Success Plans organize long-term strategic priorities and track progress.
3) An example is given of how Gainsight aligns strategy with customers through discovery sessions, strategy sessions, follow-up success plans, and tracking value delivery over time.
In many orgs there’s a transition point from prospect to client, in which there can be a few common challenges
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Ed- goals of the buyer are different than the goals of user
We must align our values to one of our customers’ values. What the client wants is the most important thing – we need to have people aligned around that
We structured our organization in a way that enhances close collaboration between Success & Services
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Ed segmention
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VALUE FRAMEWORK- just talks about VALIDATE
What is your process for developing and executing success plans in your organization?
Are success plans only for your high touch accounts?
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Cisco it’s a very manual process
We ask our team to look at objectives in three levels – objective, what internal process are they trying to improve, what’s the business outcome
We have case studies
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How do you use success plans to drive ROI though upsell and expansion opportunities?
Adoption Capabilities Today:
We have three different Customer Success roles.
Our largest group, in our transformational accounts will be Customer Success Managers (CuSMs). Many of those people were formerly a part of the Services Support Manger community. They’ll be face-to-face with our customers, working very intimately with those organizations. In EMEAR, we are phasing in Customer Success mgt aligned to phasing in Customer led accounts to GCS.
In addition to our CSuM’s, we are leveraging “Virtual Customer Success Managers.” These aren’t robots or avatars, these are real people that can be reached by phone, and they give us the flexibility to reach parts of our markets we couldn’t otherwise reach face-to-face.
The way we are going to scale is through our partners. A lot of this work has been spearheaded by Robyn Steele, Kelli Kirwin and Larry Trichell and their teams in the Americas so far.
Partner Enablement
Customer Account Planning – QBR’s
Delivering utilization data from customer experience to trigger identification of upsell opportunities in renew and expand plays
Data from customer adoption now integrated into e-Consulting, providing the partner with targeting insights for customer account planning and QBR processes.
Partner Advantage:
Partner Advantage pulls together multiple Cisco initiatives to create a cohesive programmatic approach that empowers partners activate their Customer Success practice, managing the customer’s success after they buy Cisco solutions, helping them to realize the full value of their investment, and making it easier and more likely they renew their contracts and subscriptions. FY16 Target: 50 partners
Adoption Advantage: Analytics-Triggered Touch Points Reaching Across Customers
Nurture unengaged / unhealthy customers through inhibitors
Support and encourage healthy customers
Activate Expand track where applicable
Create influencers and advocates
Building a consistent adoption practice
Playbooks
Pilots
Seven step process for Adopt / Expand
Standardized Metrics and Reporting – The number of portal accesses from partners for customers
Adoption training and workshops
Partner workshops
Customer Success Managers - Top customer led accts
Partner Success Managers - 1-tier partners and Distributors / 2-tier partners
Virtual success managers - Bridge while partners ramp / Fill gaps, remote locations / Technical depth support
Adoption Capabilities Tomorrow:
Automated engagement based on consumption & behavior analytics
Build differentiated solutions / Gainsight: Monitor customer relationship “health”
Usage data available to sales team
Create “for fee” adopt revenue streams
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Ed is talking about high touch
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After this, ed talks about healthscore improvement and what metrics CSMs are judged on
Adoptions/usage and expansion and renewal
Cisco uses LAND model and has an established renewals process
CS model focuses on extending the solution set more broadly providing a great post sales experiences
Cisco continues to resolve challenges within customer success
4. The processes in your company really depend on the stage your company is in, your goals and trajectory. So don’t be afraid to try out things, collect feedback, and revisit down the line with a completely new idea