By Rebecca Olson, Gainsight Jami Zakem, VP AM at Yelp Sharad Mohan, CCO at Vend Presented at Pulse Conference 2015.

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HOME PLATE: GETTING
VALUE FROM GAINSIGHT
ALLISON PICKENS, VP CUSTOMER
SUCCESS

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Personal
Well-being
Customer
Well-being

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Gainsight Health Drivers
Customer Health
Time
Optimized Customer
Lifecycle Touches
Proactive Risk Touches
Proactive Opportunity
Touches
Unified View of
Customer Base
Simplified Customer
Interaction Preparation
E
D
A C
B

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Gainsight Health Drivers
Time
Optimized Customer
Lifecycle Touches
Impact:
• Ensure consistent execution
• Automate repetitive activities
Consolidate:
• Tasks in CRM
• Calendar reminders
• Ad hoc to-do lists
Gainsight:
• CSM Touch via Call to
Action
• Tech Touch via CoPilot
Customer Health
Lifecycle
A

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CSM Touch
(Automated
CTAs)
Tech Touch
(CoPilot)
Define Your Lifecycle Touches
New Customer Onboarding EBR
Upcoming
Renewal
1:many
welcome email
Email Success
Snapshots to
lower-touch
customers
1:many emails
on additional
functionality
(for cross-sell)
1:many email
w/plan +
training
content
Schedule kick-
off call and send
gift basket
EBR every 6
months for
higher-touch
customers
Detailed
playbook 90
days before
renewal
Schedule
check-in +
trainings with
customer
Lifecycle

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Gainsight Health Drivers
Time
Proactive Risk Touches
Impact:
• Resolve issues before it’s
too late
Replace:
• Downward cycle of
firefighting
Gainsight:
• Call to Action
• Playbook
Customer Health
Risks
B

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Risk Management Framework
Personal well-being
TimeParenting Milestones
(Life Coach)
FAILURE TO LAUNCH
Move into basement
2
Smoking
Family history
Access to food
Behavioral risks
CONTEXT 1
BAD HABITS
Stop exercising
4
PESSIMISM
Downer
5
Risks
Break an arm
CRISIS
3

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BAD HABITS
Risk Management Framework
Personal well-being
TimeParenting
FAILURE TO LAUNCH
Move into basement
Stop exercising
PESSIMISM
Downer
Milestones
(Life Coach)
Family history
Access to food
Behavioral risks
CONTEXT Smoking 4 5
2
1
Risks
Break an arm
CRISIS
3
Retention probability
Onboarding
Customer fit
(Qualification)
Lose sponsor
Support tickets
Never implement
Don’t maintain system
Detractor
(CSM)

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Launch Risk2
Red: If CTA
Green: Otherwise
Onboarding
milestone > X days
after the previous
milestone
Scorecard
Component
Call to Action
(red score)
1. Review project
milestones in
Customer 360
2. Meet with Services
team
3. Call customer
GonG
Playbook
• Acceptable delay
• If separate Services team, at what point do you want CSMs to be
informed
• How to tackle reasons for delay
To
Consider
Risks

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Gainsight Health Drivers
Time
Impact:
• Capitalize on opportunities
to expand relationships right
away
Replace:
• Manual analysis in Excel
• Requests from your
sales/marketing team
Gainsight:
• Call to Action
• Playbook
Customer Health
Opportunities
C Proactive Opportunity
Touches

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Opportunity Framework
Personal well-being
Time
Graduate
Good habits
Great work review
Optimistic
Get a promotion
Opportunities

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Opportunity Framework
Expected net retention
Time
Timely launch
High adoption
Successful EBR
NPS Promoter
Renewal & up-sell
Opportunities
Endorsements:
• Testimonial or case study
• Online review
• Invite to Influitive
• Refer a prospective customer
• Speak at an event
Value expansion:
• Sell more licenses
• Cross-sell additional modules

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Gainsight Health Drivers
Time
Simplified Customer
Interaction Preparation
Impact:
• Maximize strategic impact
• Never get blindsided
Replace:
• Checking data in multiple
systems
• Create new PPTs from
scratch
Gainsight:
• Customer360
• Success Snapshots
Customer Health
Call Preparation
D

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Gainsight Health Drivers
Time
Unified View of
Customer Base
Impact:
• Manage your team
• Prepare for board and
executive meetings
Replace:
• Aggregating data in Excel
Gainsight:
• Health score
• Dashboards
• Analytics
Unified View
E

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Gainsight Health Drivers
Customer Health
Time
A
Optimized Customer
Lifecycle Touches
B Proactive Risk Touches
C Proactive Opportunity
Touches
Unified View of
Customer Base
E
D
Simplified Customer
Interaction Preparation
ExpansionRetention Efficiency

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SUCCESS EXPRESS -
GAINSIGHT ONBOARDING
DENISE STOKOWSKI, VP
SERVICES AND SUPPORT

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What Our Most Successful Customers Do
People
Designated administrator (CSM Operations)
Adoption Champion to drive the new process with
GS
MBOs around health and/or CTAs
Strategy
Drive value from process consistency / scale
Gainsight is the system of record for CSM / AM
Focus on value drivers for customer health
Operations
“To do” list for CSMs/AMs = Cockpit
Customer360 before every client meeting
Use in Risk Management, All Hands, Board
meetings
Technology & Data
Starts with the customer-account list and mapping
Begin with data in CRM and in flat files
Plan regular “sprints” to release more

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Success Express
Gainsight’s Onboarding

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Success Express Philosophy
High velocity onboarding focused on enabling your
team to take full ownership of Gainsight
Structured
& Prescriptive
Enabling your team Based on learning
from 100+
implementations

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Express: Our Prescriptive Onboarding Approach
Success Express Workshop
Steps 1-6 in 3.5 days
TOUCH your
customers at scale
Customers & Sponsor
Tracking
1
Lifecycle Cockpit2
Configuration Only –
Usage and Scorecard
3
Lifecycle Email
Communications
Lifecycle Reporting
4
5
TRACK customer
health consistently
NPS Surveys
Customer 360 + External
Data
Health Scorecard
6
7
8
TRANSFORM your
processes
Engagement Analytics
Triggered Email
Communication
Triggered Engagement
Rules
9
10
11
5 weeks for steps after Workshop
PREWORK
External Data
Integrate your other key data points, e.g. Product Usage
~ 14
day
s

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Who do I need to involve?
The Main Players
Adoption Champion Future Gainsight
Administrator
Executive Sponsor

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Who do I need to involve?
The Supporting Cast
Data Subject Matter Experts to
provide the data
Your Salesforce or CRM
Administrator

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Your team can start using Gainsight after Express Workshop
Rollout 1 Rollout 2
Timing 1 week after Express
Workshop
5 weeks later
Lifecycle based CTAs
and touches
Usage based CTAs and
health scorecard
Optimized Lifecycle Touches
Risk Management
Opportunity Touches
Simplified Customer Interaction Prep
Unified View of Customer Health

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Discover Gainsight
Let’s continue the conversation!
Meet with a Gainsight Consultant for a Success Assessment
Offered throughout Pulse at the Gainsight Pavilion
With the Assessment you get:
• A complimentary pass to Pulse 2016
• Entry into a drawing for an Apple Watch