Aligning to Services and Support for Greater Coverage
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The document discusses aligning customer services, support, and success management functions. It provides examples from Hearsay Social and ServiceMax of how they organize these functions. At ServiceMax, implementation services deploy the product and transition customers to support and then to customer success management. They use an adoption framework to move customers through onboarding, deployment, adoption, and growth. The document also discusses challenges of supporting customized implementations and keeping customers up to date with upgrades, and potential solutions like documentation, health checks, and rapid response support.
Aligning to Services and Support for Greater Coverage
- 1. ©2015 Gainsight. All Rights Reserved. Aligning to Services and Support for Greater Coverage Moderator: Barr Moses, Gainsight Abhay Rajaram, VP CSM at Hearsay Social Pam Dodrill, VP CSM at ServiceMax Cam Caldwell, Socrata
- 2. ©2015 Gainsight. All Rights Reserved. Director, Customer Success Socrata Cam Caldwell SocrataSocrata
- 3. ©2015 Gainsight. All Rights Reserved. Aligning to Services and Support for Greater Coverage
- 4. ©2015 Gainsight. All Rights Reserved. Aligning to Services and Support for Greater Coverage It’s all about alignment & relationships
- 5. ©2015 Gainsight. All Rights Reserved. Aligning to Services and Support for Greater Coverage Customer Lifecycle Journey
- 6. ©2015 Gainsight. All Rights Reserved. Aligning to Services and Support for Greater Coverage Connect the dots For all new Staff Answer Support Tickets Engage with Customers On-the-job training on platform 90 Day Employee Onboarding Plan
- 7. ©2015 Gainsight. All Rights Reserved. Aligning to Services and Support for Greater Coverage Educate your staff about customer lifecycle
- 8. ©2015 Gainsight. All Rights Reserved. Aligning to Services and Support for Greater Coverage Every interaction is an opportunity to delight
- 9. ©2015 Gainsight. All Rights Reserved. THANK YOU
- 10. ©2015 Gainsight. All Rights Reserved. VP Customer Success Hearsay Social Abhay Rajaram INSERT YOUR PHOTO HERE INSERT YOUR PHOTO HERE Hearsay Social Hearsay Social
- 11. ©2015 Gainsight. All Rights Reserved. About Hearsay Social
- 12. ©2015 Gainsight. All Rights Reserved. Customer Success at Hearsay Social
- 13. ©2015 Gainsight. All Rights Reserved. Customer Success at Hearsay Social Implementation Services Implementation Services Training and Education Training and Education Customer Support Customer Support Customer Success Management Customer Success Management Distinct Goals, Shared MissionDistinct Goals, Shared Mission
- 14. ©2015 Gainsight. All Rights Reserved. Aligning Services, Success Management, and Support Food for thought: •Are ‘Services’ set up as a profit center? •What are the transition points? Any ‘formal’ hand-offs? •Is there 100% clarity on customer entitlement? •How do Success and Support partner on accounts? •How is cross-functional collaboration nurtured?
- 15. ©2015 Gainsight. All Rights Reserved. THANK YOU
- 16. ©2015 Gainsight. All Rights Reserved. VP Customer Success ServiceMax Pam Dodrill ServiceMaxServiceMax
- 17. ©2015 Gainsight. All Rights Reserved. Native Salesforce1 OEM Partner Triple Digit Annual Growth Gartner Visionary Tight Service Cloud Integration Proven Joint Success
- 18. ©2015 Gainsight. All Rights Reserved. Our mission is to empower every field service team in the world to deliver flawless field service
- 19. ©2015 Gainsight. All Rights Reserved. Flawless Field Service PERFECT DELIVERY MAXIMIZE GROWTH & REVENUE DELIGHT CUSTOMERS
- 20. ©2015 Gainsight. All Rights Reserved. How We’re Organized
- 21. ©2015 Gainsight. All Rights Reserved. Customer Success Organization
- 22. ©2015 Gainsight. All Rights Reserved. Adoption Framework EducateEducate DeployDeploy AdoptAdopt GrowGrowOnboardOnboard •Define KPIs •Best Practices •High level blueprint •Secure Exec Sponsor •Global rollout strategy •SOW Sign off •Subscription Contract •Value Prompter What •Account Exec •Solution Consultant •Sales Management •Global Solutions •VP Strategic Svcs •Practice Director •Transformation Who •Nail down Blueprint •Customer Team •Customer responsibility •Sponsorship validation •Steering Committee •Governance guidelines •Sign-off on the above What •Program Director •CSM •Account Executive •Training •Project Team Who •Governance •Deployment •Education •Global Rollout plan •Project wrap •Lessons learned What •Project Manager •Program Director •CSM •Account Executive •Training •Project Team Who •Handoff to CS •ROI Realization •Adoption •QBRs •Site visits •Ride-alongs •Advocate within SVMX What •CSM •Support •Program Director •Account Executive •Transformation •Exec Sponsor Who •Create new opportunity •Value Prompter •Refresh •Maturity assessment What •Account Executive •Transformation •Solution Consultant •CSM •Exec Sponsor Who
- 23. ©2015 Gainsight. All Rights Reserved. From Deployment to Success Project ImplementationProject Implementation Customer SuccessCustomer SuccessGo Live Go Live Transition to Customer SupportTransition to Customer Support Transition to Customer SuccessTransition to Customer Success
- 24. ©2015 Gainsight. All Rights Reserved. Challenges and Solutions • Challenge • Highly customized • Don’t push upgrades • Customers fall behind • Lack of config docs • Who pays? • Solution • Community spaces per customer for docs • Apply HC cost to PS engagement for credit • Apply HC cost to CS Package costs for credit • Smaller customer credit annual uplift charge Health Checks
- 25. ©2015 Gainsight. All Rights Reserved. Challenges and Solutions • Challenge • Warranty period on customizations • Config docs • Partner/Customer customizations • Solution • Global Dev Centers (PS) • Creating technical team in CS • Rapid Response – hours (work done by PS) Supporting Customizations
- 26. ©2015 Gainsight. All Rights Reserved. THANK YOU
Editor's Notes
- #2: If your customer doesn’t see value from your product or service, there low switching costs, lots of options Low Barrier To Entry Fast customer acquisition Revenue growth potential You know so much more about your customer Speed of innovation Lower barrier to exit Large customer volumes Revenue growth expectations Multiple sources of data to manage Competitive landscape & fickle customer base ----- Meeting Notes (3/26/15 16:06) ----- Try to find a good slide to quantify the impact. Got to address this now. ----- Meeting Notes (3/26/15 16:32) ----- Change to circles Pay as you go pricing
- #4: Aligning to Services and Support for Greater Coverage
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- #18: Who is ServiceMax? Could also use Raised $71M in February 2014 More than 300 customers in Americas, Europe & APAC Global reach covers 255 countries 11 product languages 100% YoY growth for 5 years in a row 300+ employees worldwide and growing 27 partners worldwide
- #22: Customer Loyalty is our reference program Community – includes online, user groups, and our ride-along program Customer Support – Two tiers Standard and Premier – had Support doing monthly check in calls, but too in the weeds – not successful. When stodd up CAM team, took over monthly calls for customers with Premier. CAM team – quota driven for add-ons and renewals, went from own the opportunity to own the account and hybrid of customer success and install base sales Customer Success – more traditional business partner – constant thread through adoption framework
- #23: Customer Success becomes the common thread throughout the lifecycle – post sales, even when not the quarterback