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How to Better Align Professional Services to Customer Success

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Professional Services are an integral part of your revenue engine. Selling Services offerings doesn't just put money in your company's bank account, it has the potential to give your customers a massive head start towards acheiving their desired outcome. But those benefits are only available to companies whose ProServ organizations are operating in sync with a company-wide Customer Success mission. If your Services team isn't marching in lockstep with your CS team, you're going to miss out on long-term renewal and expansion opportunities, and worse, you could be working against each other. Get very specific advice for better alignment in this session.

Publié dans : Business
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How to Better Align Professional Services to Customer Success

  1. 1. 2018 How to Better Align Professional Services to Customer Success Saood Shah Vice President of Professional Services
  2. 2. 2 A LITTLE ABOUT ME... ©2018 Gainsight. All Rights Reserved.
  3. 3. 3 WHAT DOES SUCCESS IN PS LOOK LIKE? ©2018 Gainsight. All Rights Reserved.
  4. 4. 4 PROJECT ACCOUNTING RATE CARDS AND ASSIGNMENTS
  5. 5. 5 RESOURCE MANAGEMENT AND SCHEDULING ©2018 Gainsight. All Rights Reserved.
  6. 6. 6 PROJECT MANAGEMENT ©2018 Gainsight. All Rights Reserved.
  7. 7. 7 PROJECT MANAGEMENT ©2018 Gainsight. All Rights Reserved.
  8. 8. 8 RISK MANAGEMENT ©2018 Gainsight. All Rights Reserved.
  9. 9. 9 ANALYTICS ©2018 Gainsight. All Rights Reserved.
  10. 10. 10 MORE ANALYTICS ©2018 Gainsight. All Rights Reserved.
  11. 11. 11 REV REC ©2018 Gainsight. All Rights Reserved.
  12. 12. 2018 What are we optimizing for? ©2018 Gainsight. All Rights Reserved.
  13. 13. 13 SERVICES SUCCESS “... the project team spent too much time focused on available hours and project financials. Didn’t feel like a partnership” “You have a really competent team... I’m just not sure if the solution you’re building will make us successful…” “We’ve been onboarded - but are we getting the value we were promised? ©2018 Gainsight. All Rights Reserved.
  14. 14. 14 WHAT ARE WE OPTIMIZING FOR? OUTCOMES ©2018 Gainsight. All Rights Reserved.
  15. 15. 15 CSM SERVICES SUCCESS ©2018 Gainsight. All Rights Reserved.
  16. 16. 16 GAINSIGHT CUSTOMER SUCCESS PLATFORM PERIODIC TABLE OF CUSTOMER SUCCESS ELEMENTS ©2018 Gainsight. All Rights Reserved.
  17. 17. 17 SeServices Experience 14 PhProject Scoring HsHealth Scoring RmRisk Management EmEscalation Management SERVICES EXPERIENCE ©2018 Gainsight. All Rights Reserved.
  18. 18. 18 DRIVING OUTCOMES PROJECT SCORING ©2018 Gainsight. All Rights Reserved.
  19. 19. 19 DRIVING OUTCOMES HEALTH SCORING ©2018 Gainsight. All Rights Reserved.
  20. 20. 20 DRIVING OUTCOMES RISK MANAGEMENT ©2018 Gainsight. All Rights Reserved.
  21. 21. 21 DRIVING OUTCOMES RISK MANAGEMENT ©2018 Gainsight. All Rights Reserved.
  22. 22. 22 DRIVING OUTCOMES RISK MANAGEMENT ©2018 Gainsight. All Rights Reserved.
  23. 23. 23 DRIVING OUTCOMES ESCALATION MANAGEMENT ©2018 Gainsight. All Rights Reserved.
  24. 24. 2018 Thank you! ©2018 Gainsight. All Rights Reserved.

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