Realizing Immediate Value from Customer Success
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The document discusses a presentation about realizing immediate value from customer success. It describes a methodology called the Cadence methodology for transforming customer success processes. The Cadence methodology is an 11-step approach involving touching customers at scale, tracking customer health consistently, and transforming customer success processes. It also describes how the company Gainsight can help organizations implement the Cadence methodology through tools and services like Experience Success Express.
Realizing Immediate Value from Customer Success
- 1. 12/11/2014 Realizing Immediate Value from Customer Success
- 2. Housekeeping • Q&A panel on your right • Recording for colleagues who can’t make it • All attendees will receive slides • Twitter hashtag #customersuccess
- 3. Your Host Denise Stokowski VP Client Solutions @dstokowski
- 4. What We’ll Cover Customer Success = Value 1 2 Experience-based Problem Solving 3 The Cadence Methodology 4 Resources 5 Q&A
- 5. Customer Success is About Value Drive Upsell / Cross-sell Through More Effective Engagement Increase Client Retention Through Early Warning Signals Boost Team Productivity Through Optimized Processes
- 6. There’s No Magic Data Vacuum
- 7. Customer Success is NEW
- 8. Change Management Needs Momentum
- 9. These Challenges Don’t Matter
- 10. SO WHAT DID WE DO?
- 11. Solving for.. Value Time
- 12. Everyone Who Touched Our Customers
- 13. Our Customers’ Goals and Strategies
- 14. Mapping Out Our Capabilities Effort Value
- 15. There’s a Proper Order
- 16. Lessons Learned 1 Align on customer’s segment strategy 3 Plot value against effort 6 Make change management a priority 8 Make it a board priority 2 Involve everyone who touches the customer 4 Integrate data on a rolling thunder basis 5 Track new metrics of TTV 7 Have options regarding pace of implementation
- 18. How Gainsight Will Help You Touch Your Customers At Scale Track Customer Health Consistently Transform Customer Success Processes
- 19. 11 Step Cadence Touch Track Transform Engagement Support NPS Usage Qualitative 1. Success Communications 2. NPS Surveys 3. Sponsor Tracking 4. Lifecycle Cockpit 5. Touch Reporting 6. Customer360 & Sales View 7. Customer360 + External Data 8. Health Scorecard 9. Engagement Analytics 10. Cohort Success Communications 11. Triggered Lifecycle Rules
- 20. Experience Success Express • Accelerate through 6 Cadence Steps at Gainsight HQ in 4 days • Learn best practices, strategy, and meet your starting class • Get paired with a mentor who’s used Gainsight to transform their business
- 22. Ongoing Customer Success Average CSM — 15 years experience Team includes former GS clients 100+ Experts 900+ Attendees
- 23. Q&A
- 24. Learn from your peers http://www.gainsight.com/implementation
Editor's Notes
- #6: In the first two areas - The effects are not instantaneous Where it’s been difficult is that the effects of CS is lagging. A churn or retention number that is months, quarters, or years from when you start doing things better. How do you show impact to the customer? How do you show the value of being more proactive? Therefore, “time-to” that value is very important and we need to be getting the customers onto that journey faster One of the challenges is that in Customer Success the ultimate metrics are measuring upsell and retention and the metrics take some time to see On the scale front, we saw an opportunity to drive value even faster
- #7: No auto clean-up of data – picks up the dirt you leave behind Customer usually want to use a lot of different data elements to drive the Customer view Data can be inconsistent, “not clean” and resolving those issues can take the time and effort up
- #8: Customers weren’t changing from another way of doing something or an older system. They were doing something completely new We needed an approach to help them navigate through this new process and technology journey
- #9: Driving new technology is about Process change too Customer Success technology is about driving change to what people do every day and how they manage their work Building momemtum for that change is critical
- #10: Even with these challenges, we knew we had to be able to improve time to value and help our customers through the new process and technology to support their Customer Success efforts
- #12: The key item we want to maximize was the ratio of value delivered over the time and effort it takes to achieve And that there would be a series of delivery steps where each one had to be focused on maximizing this ratio We call it out TTV initiative
- #13: How we approached the problem - cross-functional Involved Sales, Product, CEO, Business Ops, Product Marketing, our own CSMs and Services and our investors We also looked hard at our most successful customers, our faster implementations and our laggard implementations What were the characteristics we had to consider Never had that experience before at a company to address this so holistically When you hear time to value, it is pretty natural to focus on the time component. We also made sure we really talked about the value and who got value from each component of our offering.
- #14: We really thought about why customers want to get customer success technology We talked about who cared about this We had to understand what the customer goals were but ALSO what strategies they could take to achieve those goals Where were they now? Are they completely in a model of super high touch with all of their customers (talk to customers all the time) and need to segment and tier to allow them to scale? Were they really automated and low touch and wanted to move to higher touch for their more valuable customers? We knew we needed an approach that could help execute on those strategies
- #15: Map of high value – effort to deliver Gain momentum with the low effort, high value
- #16: What steps do you take in a deployment? How to deliver, how to do it faster, what order makes sense? How do we make sure we build momentum on the value and get our customer’s users accustomed to the changes We also considered the Data side – also data requirements (as soon as you have to reach outside) – clean, normalized – and simplified what was needed to achieve you initial value
- #17: Point out 5 through 8 We talked about 1-4 in more detail Other things to support our strategy include our metrics (TTV = Time to Value)
- #18: What did we come up with? We introduced Cadence!
- #20: Walk through Cadence steps What you need to get started (we call it the pre-work) Need list of your customers Contacts And Install Gainsight
- #22: Early wins builds momentum – to expand to sales, service, execs, marketing Early reactions – want back to talk to customers. Market validation – definitely could have used the sponsor tracking and email first. Quick wins