Adobe has leveraged Gainsight for VoC to improve implementation CSAT from 8 to 9, as well as leveraging data generated through customer feedback to launch a fully automated onboarding segment that retains a high CSAT score. Join Adobe's Program Manager for New Customer Experiences, Domenico Batteate, and Ganesh Subramanian, Director of Product Marketing at Gainsight, as they go behind the scenes of a highly effective implementation workflow fueled by a best-in-class VoC process and toolset.
4. Drive Growth and
Advocate
Renew Contracts but
Don’t Expand
Are at Risk
for Churn
Churn and
Detract
CX
CO
Successful Customers
Unhappy Customers
Not Realizing Outcomes
Unsuccessful Customers
Successful Customers Drive Growth
5. Our Mission
Partner with you to deliver
predictable outcomes and
experiences for your
customers and sustainable
growth for your business
Our Impact
+5%Net Retention & Growth
Source: Bessemer Venture Partners Public Cloud Index
7. In B2B, The Biggest Gap is Taking
Action on the Right Signals
95%
Gather
Feedback
10%
Implement
Improvements
5%
Tell Customers
What They Did
35%
Take Action
% of
Companies “Companies that fail take action aren't
using feedback to its fullest potential.
In effect, they are throwing away the
opportunity to create more satisfied
and loyal customers.”
Gartner, 2017
8.
9. Empowers Service Organizations to drive the customer journey, from
sales, through onboarding, to adoption, for long-term success.
Gainsight for Services Success
Execute Projects to Deliver Outcomes
Enable
Smoother Handoffs
Scale
Onboarding
Improve the
Project
Experience
Sell Services
across the
Lifecycle
Deliver and
Demonstrate
Outcomes
Introductions. Values at the bottom. Feel free to speak to them, or highlight which value resonates for you.
To kick things off, I wanted to share a quick framework.
Customer Success and Customer Experience at the intersection of happy and successful.
We can think of it as a 2x2 where your happy successful customers are renewing, expanding, providing references – all the things we aspire for all our clients. Successful clients may renew but if not happy, won’t be advocates. And happy clients may provide references, but are always as risk to renew if they aren’t deriving value.
And the path to getting customers up and to the right is about driving outcomes via CS strategies and increasing sentiment, through CX initiatives.
Steve, I wanted to kick things off to you first – in your experience consulting with clients, how do you typically see the role of Customer Success interact with Customer Experience?
Our mission at Gainsight is ultimately to enable our clients to deliver outcomes and exceptional experiences for their customers.
We believe that driving successful customers is foundational to driving growth. As a result of partnering with Gainsight to drive client outcomes, our clients have seen a 5% improvement in net retention and growth of their client base.
We do this through our industry leading technology platform, [CLICK] our expertise in working with enterprises across every industry, [CLICK] and we’ve built the largest community of people focused on customer success.
We lead the premier customer success event along with
Online community
CCO Connect and CCO Summit
Pulse Local, Pulse Europe, Pulse Tel Aviv
This is a community of leaders across the globe coming together to push the thought leadership
Our mission at Gainsight is ultimately to enable our clients to drive success for their customers. In working with Cisco, IBM, GE and other large enterprises, Gainsight has been helping companies rethink and operationalize how they deliver the outcomes that their customers desire.
Initiatives designed to capture customer insights, close the loop on feedback, and prioritize improvements to drive happy and successful clients
Next, it is more easy than ever for customers to switch between vendors. The move to the cloud, subscription and try-and-buy models, and CapEx to OnDemand models of delivery allow customers to switch nearly effortlessly between vendors. And as shown here, the decision to switch between web conferencing tools, what once was a heavy investment in technology and implementation, today is determined by millimeters on our smart phones.
Segmentation for Standard Offering is defined by employee count:
SB = less or equal 100
MM = between 101 – 999
ENT = >1000
Boxes are color coded by level degree of touch. Dark blue = 1:1 white glove and Light blue = tech touch.
The segment the customer resides in defines their onboarding experience. The experience is defined by how many headcount we have available to engage with the customer.
PIC?
Why VoC? Why do we care? It’s not just about getting them live. We want them really happy.
Do you want ot link out?
Would you consider setting follow up CTAs for positive response? Reference / case study?
CTAs for “non-response”?