Developing The Ultimate Customer Success Strategy

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Want to adopt Customer Success but don't know where to start? A seasoned customer success manager looking to optimize your team, workflow and organization? Accurately defining your Desired Outcomes for each customer segment Outlining the roadmap to your customer's Desired Outcome Aligning your team, organization and workflow to optimize for meeting your customer's desired outcomes During the presentation, the audience will be invited to ask any questions about the content, customer success or Gainsight that come up.

Developing the
ULTIMATE CUSTOMER SUCCESS
Strategy

Should you Charge for Customer Success?
Omid Razavi
Lincoln Murphy
Customer Success Evangelist
Gainsight

“The purpose of business is to
create and keep a customer.”

The initial sale is critical, but
it’s just the tip of the iceberg

Customer Success is when
your customers achieve
their Desired Outcome
through their interactions
with your company.
Copyright© 2016 Sixteen Ventures. All Rights Reserved.

Copyright© 2016 Sixteen Ventures. All Rights Reserved.

Customer Success as a Purpose
Desired
Outcome
Adoption Expansion AdvocacyRetention
Copyright© 2016 Sixteen Ventures. All Rights Reserved.

Customer Success Management is
the proactive orchestration of the
customer’s journey toward their
ever-evolving Desired Outcome.
Copyright© 2016 Sixteen Ventures. All Rights Reserved.

Customer Success
Management is
Real
Customer Relationship
Management

Customer Success is
everyone’s business.

Creating the Ultimate
Customer Success Strategy

Copyright© 2016 Sixteen Ventures. All Rights Reserved.
Desired Outcome Mapping

Copyright© 2016 Sixteen Ventures. All Rights Reserved.
Desired Outcome Mapping

Desired Outcome Mapping
Copyright© 2016 Sixteen Ventures. All Rights Reserved.

Mapping Success Milestones
Copyright© 2016 Sixteen Ventures. All Rights Reserved.

Copyright© 2016 Sixteen Ventures. All Rights Reserved.
Mapping Success Milestones

Joint Accountability
Them Us
Copyright© 2016 Sixteen Ventures. All Rights Reserved.

Success Gaps
Copyright© 2016 Sixteen Ventures. All Rights Reserved.

Time vs. Data-Based Engagement

Use Technology to Scale

Customer Success is when
your customers achieve
their Desired Outcome
through their interactions
with your company.
Copyright© 2016 Sixteen Ventures. All Rights Reserved.

“The purpose of business is to
create and keep a customer.”

Lincoln Murphy
Customer Success Evangelist
Gainsight
Questions?
@lincolnmurphy
lmurphy@gainsight.com

Dan Steinman
Chief Customer Officer
Gainsight
Is Customer Success Worth It?
Kate Leggett
Vice President & Principle Analyst
Forrester
February 18 2015 – 10:00 am – 11:00am PST

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The Science of Customer Success

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Here's how most companies used to map a customer journey: They'd start with their initial marketing outreach, advance down the funnel to the signed contract, and then onboard the customer. There would be training, a quarterly or six-month outreach, and finally, renewal or upsell. But think about it: how many of those milestones does the customer care about or even think about? From their perspective, a journey map would look very different. Innovative companies are abandoning this "inside-out" model. Why? Because it doesn't map to how customers actually think or behave. Learn the difference between the old way of thinking and the new "outside-in" way of customer lifecycle management.

How to Build a Customer Journey That's Outside-In not Inside-Out

How to Build a Customer Journey That's Outside-In not Inside-Out

How to Build a Customer Journey That's Outside-In not Inside-Out

It doesn't matter if you're a born-in-the-cloud company generating massive amounts of customer data or not, you still have so many channels available to collect passive and active feedback from your customer base. But unless those channels can be synthesized into a cohesive view, you're going to miss out on most of your valuable insights. Worse yet, without a unified picture, your signals might be leading you down the wrong path. In this advanced session, you'll learn how to get much more value out of your customer data insights without overwhelming your team or undermining your workflow and systems.

How to Turbocharge Your Customer Insights While Making Them More Digestible f...

How to Turbocharge Your Customer Insights While Making Them More Digestible f...

How to Turbocharge Your Customer Insights While Making Them More Digestible f...

Dan Steinman's presentation at CXO, VP & Directors of SAAS Firms Seminar hosted by Intrinsic Executive Research. Do you want to know why everyone is talking about Customer Success? Is everyone really moving to a recurring revenue model? Does anyone actually know how to help me through this transition? Here is a unique chance to see what one of the world's leading experts, Dan Steinman, GM of Gainsight EMEA, thinks about the topic.

The Age of the Customer, 2018

The Age of the Customer, 2018

The Age of the Customer, 2018

The best healthcare professionals are able to ask the right questions to get the right feedback at the right time to correctly diagnose and care for their patients. The best healthcare IT professionals must do the exact same thing for their patients. Join Roelf Kuitse, Manager of Imprivata’s Customer Success Organization, and Ganesh Subramanian, Gainsight’s Director of Product Marketing, as they deep-dive into how Imprivata leveraged the power of Customer Success to generate $15M worth of add-on opportunities. In this webinar, you'll learn: How to implement an effective CS org in Healthcare IT Tactics for reducing risk in complex accounts How to streamline your customer journey to massively boost expansion opportunities And much more

How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...

How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...

How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...

Customer Success = Customer Outcomes + Customer Experience

Customer Success = Customer Outcomes + Customer Experience

Customer Success = Customer Outcomes + Customer Experience

Do you have an inbox overflowing with unread sales or prospecting emails? On the other side of that pile of unread messages are hundreds of companies with amazing products and potentially game-changing value propositions. But you have no way to figure out which ones are useful and which ones are a waste of time—and you definitely don’t have enough hours in a day to sort them out for yourself. There’s a better way for both the vendor and the prospect. Join Gainsight’s CCO Allison Pickens and Business Operations Lead and head of Customer Marketing Will Robins as they talk about the methodology that will ensure your sales outreach makes an impact. In this webinar, you’ll learn how Customer Success and Customer Marketing can dramatically bend the curve on pipeline in four highly actionable steps.

How to leverage customer marketing to drive sales

How to leverage customer marketing to drive sales

How to leverage customer marketing to drive sales

There are many reasons why customer accounts can be “at risk” and if you are in the unfortunate position where a customer churns early, you probably will not achieve the desired lifetime value. All of this makes aligning Sales and Customer Success critical. You need to sell the right level of your product to the right type of customer. Listen in to the webinar where we cover the topic of aligning Customer Success and Sales.

Aligning Sales and Customer Success

Aligning Sales and Customer Success

Aligning Sales and Customer Success

Your customer base is a constant feedback generating engine. That information is pure gold to any type of business, but especially recurring revenue companies. Unfortunately, it’s lost in the ether when you don’t have a systematic way to capture that feedback, transform it into insights, actualize those insights, and realize the value from the customer. We call that infinite feedback loop the Voice of the Customer (VoC). In this webinar, you’ll learn several actionable tips and tricks to spin up a world-class VoC program, as well as what common pitfalls to avoid along the way. Join Waypoint Group Founder and Principal Steve Bernstein and Gainsight Director of Product Marketing Ganesh Subramanian as they explore what makes VoC so valuable and how you can drive that value in your organization.

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If you're tackling Customer Success in a large enterprise, you likely have some enterprise-sized challenges to address. Does this sound familiar? You're leveraging multiple CRM systems. You have numerous different products and equally numerous business units. You've got different stakeholders and each of them wants things done their own way. And above everything, you need to drive results in this complex environment. Join Sanders Slavens, VP of Professional Services, Customer Success and Product Support at IBM Collaboration Solutions, to learn how IBM increased customer adoption of one of their cloud products over 10x in a year. Find out how IBM Collaboration Solutions brought together data from multiple CRM systems into Gainsight to drive exponential business outcomes for both IBM and its customers.

Customer Success Showcase: How IBM Exponentially Increased Customer Adoption ...

Customer Success Showcase: How IBM Exponentially Increased Customer Adoption ...

Customer Success Showcase: How IBM Exponentially Increased Customer Adoption ...

It’s budget season, and chances are you’re losing sleep over next year’s Customer Success spend. Have you allocated the right amount for headcount? Technology? Enablement? How will your Finance team respond? Are you even in the right ballpark? Budgeting is one of the most stressful periods on any leader’s calendar—the stakes are just so high. What you need is an extremely practical, hands-on guide through the process from two experts who know the process as well as anyone—Gainsight’s CCO and CFO, Allison Pickens and Igor Beckerman. In this webinar, you’ll learn: How to scale your budget based on sales goals for new logos and ARR Best practices for per-ARR expenditure High-ROI investments for the next fiscal year Tactics for setting headcount and CSM account load And much, much more

How to Budget for Customer Success

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Is Gainsight really the best Customer Success software? Or do our users just love us so much that it seems like it? In the latest G2 Crowd Grid for Customer Success software, Gainsight was ranked as The Leader in the space based on user reviews from customers including Sprinklr. Positive reviews on G2 Crowd and TrustRadius don’t happen by accident. The most successful companies don’t passively hope their customers advocate publicly for their vendors. They make it happen. Lukas Quanstrom, AVP of Strategic Alliances with Sprinklr, and Ganesh Subramanian, Director of Product Marketing with Gainsight, will explain how to operationalize positive, predictable advocacy in this webinar.

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Customer Success = Customer Outcomes + Customer Experience

Customer Success = Customer Outcomes + Customer Experience

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Developing The Ultimate Customer Success Strategy

1. Developing the ULTIMATE CUSTOMER SUCCESS Strategy

2. Should you Charge for Customer Success? Omid Razavi Lincoln Murphy Customer Success Evangelist Gainsight

3. “The purpose of business is to create and keep a customer.”

4. The initial sale is critical, but it’s just the tip of the iceberg

5.

6.

7.

8. Customer Success is when your customers achieve their Desired Outcome through their interactions with your company. Copyright© 2016 Sixteen Ventures. All Rights Reserved.

9. Copyright© 2016 Sixteen Ventures. All Rights Reserved.

10. Customer Success as a Purpose Desired Outcome Adoption Expansion AdvocacyRetention Copyright© 2016 Sixteen Ventures. All Rights Reserved.

11. Customer Success Management is the proactive orchestration of the customer’s journey toward their ever-evolving Desired Outcome. Copyright© 2016 Sixteen Ventures. All Rights Reserved.

12. Customer Success Management is Real Customer Relationship Management

13. Customer Success is everyone’s business.

14. Creating the Ultimate Customer Success Strategy

15. Copyright© 2016 Sixteen Ventures. All Rights Reserved. Desired Outcome Mapping

16. Copyright© 2016 Sixteen Ventures. All Rights Reserved. Desired Outcome Mapping

17. Desired Outcome Mapping Copyright© 2016 Sixteen Ventures. All Rights Reserved.

18. Mapping Success Milestones Copyright© 2016 Sixteen Ventures. All Rights Reserved.

19. Copyright© 2016 Sixteen Ventures. All Rights Reserved. Mapping Success Milestones

20. Joint Accountability Them Us Copyright© 2016 Sixteen Ventures. All Rights Reserved.

21. Success Gaps Copyright© 2016 Sixteen Ventures. All Rights Reserved.

22. Time vs. Data-Based Engagement

23. Use Technology to Scale

24. Customer Success is when your customers achieve their Desired Outcome through their interactions with your company. Copyright© 2016 Sixteen Ventures. All Rights Reserved.

25. “The purpose of business is to create and keep a customer.”

26. Lincoln Murphy Customer Success Evangelist Gainsight Questions? @lincolnmurphy lmurphy@gainsight.com

27. Dan Steinman Chief Customer Officer Gainsight Is Customer Success Worth It? Kate Leggett Vice President & Principle Analyst Forrester February 18 2015 – 10:00 am – 11:00am PST