Different Teams, One Language: The Single Source of Truth

1. ©2016 Gainsight. DIFFERENT TEAMS, ONE LANGUAGE : THE SINGLE SOURCE OF TRUTH CHRISTINE RIMER Sr Director, Voice of Customer SurveyMonkey JEFFREY COLEMAN Sr Director of Customer Success SurveyMonkey ®2017 Gainsight. DAN AHRENS Customer Success Director Gainsight

2. ©2016 Gainsight. Agenda • Why is it important? • What is a health score? • How to build a health framework • Health scoring at SurveyMonkey • Cross functional collaboration at SurveyMonkey • Q&A / Homework ®2017 Gainsight.

6. ©2016 Gainsight. The Challenge • Languages spoken in your organization – sales, support, services, product, et al. • Ask 10 people and get 10 answers – perspectives differ • Where do risks exist? • What does success look like? • Who is accountable and why? ®2017 Gainsight.

7. ©2016 Gainsight. A Unified Approach • A scorecard brings everyone to the table (and supported by data) • All “languages” represented • Success more clearly defined & understood both within a function and outside of it • Additive impacts are exposed • Teams are able to better collaborate on risks • Everyone owns the customer health ®2017 Gainsight.

11. ©2016 Gainsight. Why a health score anyway? • Move out of reactive account management into a predictive model • Clear understanding on pain points is critical to defining a health score framework ®2017 Gainsight.

13. ©2016 Gainsight. Be Scientific • Historical analysis of churn, expansion and overall behaviors will tell you what you need to monitor • Measure the interactions that matter • Blood pressure, cholesterol – important ; dental hygiene – not as much • Pay attention to segmentation & incorporate CSM input • Test it with current customers • Ask to get more data feeds from your Product team ®2017 Gainsight.

24. ©2016 Gainsight. How CS collaborates with Product and Engineering • Christine joined SurveyMonkey to help with planning and the P&E activities that support the core team efforts • Background in CX and building out a culture of listening to customers • Has led to some great opportunities to interact, but also to step back and think about how it is that the groups work together ®2017 Gainsight.

25. ©2016 Gainsight. Feature Requests • Features are another area where many teams (including us) have historically done a poor job • As a CSM we want to make the client feel heard and important… so we just reflexivly pass requests on to product • Clients can have really valuable feedback… but how do we most effectively turn that into a meaningful result for a product team? • SurveyMonkey process • Gainsight process • Relational NPS survey process ®2017 Gainsight.

28. ©2016 Gainsight. Self Assess the Following: • Do we have a health framework? • Did it accurately predict most of the recent customer actions (renewal, churn, upsell)? • When was the last time the framework was revisited? • Do we have representation from ALL relevant departmental stakeholders? • When was the last time your CPO reviewed your health scores? • Does your sales org collaborate on health score? ®2017 Gainsight.

Different Teams, One Language: The Single Source of Truth

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Different Teams, One Language: The Single Source of Truth

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