Communication Analysis for Customer Success
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This presentation - Communication Analysis for Customer Success - was presented by Kelly DeHart, Sr. Customer Success Manager at Gainsight and Conor Hickey, Customer Success Manager at Datahug. In this presentation, you’ll see how analysis of customer communication can surface the patterns and trends you need to drive customer success by: - Building out more robust Customer Health Scores - Helping you identify new champions and advocates - Be more efficient with followup and check-in interactions The most successful Enterprise SaaS companies know that growing their business only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue and strengthening relationships within your existing customer base - through smarter engagement, up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
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Communication Analysis for Customer Success
- 1. 2014 Gainsight, Inc. All rights reserved. Communication Analysis for Customer Success August 5 2014
- 2. 2014 Gainsight, Inc. All rights reserved. Housekeeping • Q&A panel on your right • Recording for colleagues who couldn’t make it • Slides will be sent to all attendees • Twitter hashtags: #customersuccess #relationshipintellignce
- 3. 2014 Gainsight, Inc. All rights reserved. Today’s Speakers Kelly DeHart Sr Customer Success Manager Gainsight Conor Hickey Customer Success Manager Datahug
- 4. 2014 Gainsight, Inc. All rights reserved. Agenda • Communication Breakdown • Datahug’s Relationship Intelligence Platform • Gainsight’s Customer Success Solution
- 5. 2014 Gainsight, Inc. All rights reserved. Introduction • Why and how to enable communication analysis as part of your health scores and workflow. • A deeper Way to Measure Customer Engagement Your Inbox is Overloaded!Your Inbox is Overloaded!
- 6. 2014 Gainsight, Inc. All rights reserved. All Your Time is Spent Managing Accounts All Your Time is Spent Managing Accounts
- 7. 2014 Gainsight, Inc. All rights reserved. But Talking To Your Customers is Vital to Your Business But Talking To Your Customers is Vital to Your Business
- 8. 2014 Gainsight, Inc. All rights reserved. Datahug Capabilities
- 9. 2014 Gainsight, Inc. All rights reserved. Save time - no more manual CRM data entry 1 2 3Accelerate sales with better contact data Pipeline health check and predictive analytics
- 10. 2014 Gainsight, Inc. All rights reserved. Track Customer Relationships Communication data trapped in inbox and calendar
- 11. 2014 Gainsight, Inc. All rights reserved. Manage All Connections One clean and reliable set of business contacts
- 12. 2014 Gainsight, Inc. All rights reserved. Dave Bauer VP Sales Leverage Existing Relationships Find the quickest path you already have to decision-makers
- 13. 2014 Gainsight, Inc. All rights reserved. All Integrated Into CRM Works with your existing workflow and pipeline in Salesforce.com
- 14. 2014 Gainsight, Inc. All rights reserved. Gainsight Capabilities
- 15. 2014 Gainsight, Inc. All rights reserved. Retain customers to accelerate company growth 1 2 3Drive revenue with upsell and cross-sell Transform transactional Relationships into partnerships Our Product Our Company
- 16. 2014 Gainsight, Inc. All rights reserved. Customer Health • Indicator of overall relationship with accounts • Predictor of potential renewal and churn Multiple inputs impact customer health score including: Overall Usage of Your Product Growth of The Account ($$ or licenses) Survey Results # of Support Calls Marketing Participation (e.g. references) Invoice History
- 17. 2014 Gainsight, Inc. All rights reserved. Datahug Score 20% Another Lens into Customer Health Enrich health scores with even more data
- 18. 2014 Gainsight, Inc. All rights reserved. Just-in-time Intervention Trigger calls-to-action and actionable playbooks
- 19. 2014 Gainsight, Inc. All rights reserved. Viewing Datahug in Customer360 Communication CommunicationCommunication Track when all interactions happened
- 20. Benefits of New Integrated Solution Identify most-engaged individuals & pinpoint which accounts are potentially at risk Follow recommended next-steps to address customer issues or opportunities Utilize insights to expand relationships and drive your retention; ultimately, boosting revenue Get more advocates and lower your risk Ensure your intervention and follow up work Efficient and complete communications
- 21. 2014 Gainsight, Inc. All rights reserved. Q&A sales@gainsight.com Next Webinar: gainsight.com/McKinsey
- 22. 2014 Gainsight, Inc. All rights reserved. Thanks for listening!
Notas del editor
- Quick Bios
- Joffer
- 8,000 emails and over 1000 unique contacts Datahug User Statistics EMAIL VOLUME STAT (http://pando.com/2013/04/05/the-truth-about-email-whats-a-normal-inbox/) 80% of users had between 72 and 21,000 emails in inbox Average inbox size has over 8000 emails (all providers)
- Reps spend 6 hours per week on email TIME TO MANAGE/FOLLOW UP STATE (http://www.paceproductivity.com/files/How_Sales_Reps_Spend_Their_Time.pdf- admin section) Sales reps spend 4.2 hours on emails not connected with other activities and 2 additional hours on handling email
- Lack of communication has been associated with a 75% chance of revenue loss Salesforce: (http://www.guildquality.com/blog/infographic-5-customer-service-myths/)
- Datahug’s immediate insights into connections reps have with targeted accounts.
- Analytics Email Screenshot Measure Communication
- Analytics Email Screenshot Measure Communication Track regular communication Inbound and outbound
- Datahug Home Screen Identify which prospects is most engaged with your company and how often via Hugrank Source contacts presented in SF Measure Relationship How well do you know them? Are you talking to the right people? Talk about metrics that affect of customer score
- Datahug Best Connections Screenshot How to use during sales cycle Who has the best relationship in your company with the person you’re targeting?
- Mention the early warning system capabilities that can be tied into SFDC (and other CRM)
- What we do- Nice Screenshot of Gainsight
- If done consistently and automatically, the results would be extremely valuable and everyone knows it. Good and timely account health scores will logically drive accuracy into your renewal/upsell forecast Also, a trusted account health score will help prioritize the activities of your Customer Success/Account Management teams.
- Scorecards that includes a DH communication score
- Triggered alerts system if there’s a drop in communication MAKE NEW ALERT
- Free report on DH website (Conor)