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How an Admin Prepares for a Board
Meeting in Gainsight
January 20, 2016
Will Robins
Business Operations Associate
•  What reports….
•  save time for VP of CS?
•  tell the story of this Quarter?
•  are visually impactful?
•  spark produc...
Agenda
•  Trends in Operating Metrics
•  Trends in Habits Scores
•  Trends in Overall Page views, Daily Active Users
•  Ri...
Trends in Operating Metrics
Habits Scorecard
•  What is driving
success?
•  Degree customers
derive value from
product
•  “What is your process
for mo...
Configuration
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s
More detailed config instructions:
Supp...
Trends in Users
•  Growth of healthy-level
users and daily active
users
•  Shows the cohort that
launched before the
start...
Configuration
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s
Top Drivers
•  What is driving habits
scores?
•  Top customers
•  Page views
•  Unique Users
•  Top Features
Data is illus...
Configuration
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s
Top Drivers – Feature Usage
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s
Configuration
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s
Risks
•  Highlight potential causes of future churn
•  Locate areas to invest more resources
Data is illustrative
T r e n ...
Configuration
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s
Financials: Historical Top-line
Financials
•  Historical Top-line Financials
•  Future Top-line Financials
•  Cost Metrics
•  LRM is usually needed to bui...
Transactions Tab (LRM)
•  We’ve invested in importing our financials into Gainsight
•  Financial reports from Transactions...
•  Transactions tab also lets us compare current Quarter to past Quarters
Data is illustrative
H i s t o r i c a l To p - ...
Gross and Net Renewal Rate
•  Gross Renewal Rate =
•  Net Renewal Rate =
•  Cumulative
•  Displays renewals as they
close
...
Gross and Net Renewal Rate - Configuration
H i s t o r i c a l To p - l i n e F i n a n c i a l s
•  Using the Usage Data ...
Gross and Net Renewal Rate - Configuration
H i s t o r i c a l To p - l i n e F i n a n c i a l s
Rule Configuration – Show & Filters
H i s t o r i c a l To p - l i n e F i n a n c i a l s
H i s t o r i c a l To p - l i n e F i n a n c i a l s
Rule Configuration – Action
Configuration – Formula Field
H i s t o r i c a l To p - l i n e F i n a n c i a l s
Configuration – Report
H i s t o r i c a l To p - l i n e F i n a n c i a l s
Data is illustrative
Cleaner version of Renewal,
Upsell & Churn ARR
Data is illustrative
H i s t o r i c a l To p - l i n e F i n a n c i a l s...
Churn Story
•  Screenshot of the scorecard
history from C360 helps tell
the story
•  Guides are available to build
and aut...
©2015 Gainsight. All Rights Reserved.
Green No open Support CTAs
Yellow
1 or more open Support CTAs (all
unflagged)
Red 1 ...
Upsell, totals by Customer Tier
•  Distribution of upsell across
3 customer tiers
•  Degree upsell is being
driven by Rene...
Configuration
Data is illustrative
H i s t o r i c a l To p - l i n e F i n a n c i a l s
Upsell, breakdown & by tier
•  Size of upsell
•  Strategic customers show larger
expansion
•  SMB customers have long tail...
Configuration
Data is illustrative
H i s t o r i c a l To p - l i n e F i n a n c i a l s
Financials: Future Top-line
Renewals Forecasting
•  ARR for upcoming
renewals
•  Scorecard measures for
each company to display
risk
Data is illustrat...
Configuration
Data is illustrative
F u t u r e To p - l i n e F i n a n c i a l s
Upsell Pipeline
•  Based on current pipeline
•  Renewals & Expansion manager for assistance in upsells
Data is illustrativ...
Configuration
Data is illustrative
F u t u r e To p - l i n e F i n a n c i a l s
Financials: Cost Metrics
©2015 Gainsight. All Rights Reserved.
Budget to Benchmarks
15 Cents of
Fully Loaded CSM Cost
per $1 of ARR
>
Accounts /
CS...
Accounts per CSM
Data is illustrative
C o s t M e t r i c s
Accounts per CSM - Configuration
Data is illustrative
C o s t M e t r i c s
ARR per CSM
Data is illustrative
C o s t M e t r i c s
ARR per CSM - Configuration
Data is illustrative
C o s t M e t r i c s
NPS
NPS
•  Shows NPS scores, grouped by Original Contract Date
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r ...
Configuration
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s
Experiment with Graph Formats
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s
Or group by a different field
Data is illustrative
T r e n d s i n O p e r a t i n g M e t r i c s
Mapping Roles into your NPS Survey
T r e n d s i n O p e r a t i n g M e t r i c s
Child-like Joy
©2015 Gainsight. All Rights Reserved.
Q & A
©2015 Gainsight. All Rights Reserved.
Pulse 2016

May 10-12, 2016
Oakland, CA
Epic.
Child-like Joy
©2015 Gainsight. All Rights Reserved.
Gainsight Vault
Best Practices you can import into your Gainsight env...
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How an Admin Preps for Board

Continuing our board meeting theme from last week, in this week's webinar, our own Gainsight Admin, Will Robins, dives into how he leveraged Gainsight's capabilities to prepare the charts and graphs we used in our most recent board meeting.

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How an Admin Preps for Board

  1. 1. How an Admin Prepares for a Board Meeting in Gainsight January 20, 2016 Will Robins Business Operations Associate
  2. 2. •  What reports…. •  save time for VP of CS? •  tell the story of this Quarter? •  are visually impactful? •  spark productive questions? •  We’ll provide Configs for how we’ve built things for ourselves •  I encourage you to think creatively! •  Our custom fields won’t always line up with yours •  Add’l Rule configuration sometimes needed
  3. 3. Agenda •  Trends in Operating Metrics •  Trends in Habits Scores •  Trends in Overall Page views, Daily Active Users •  Risks •  Financials •  Historical Top-line Financials •  Future Top-line Financials •  Cost Metrics •  NPS •  Grouped by Contract Date •  Grouped by Role •  Some reports are simple to configure, and some need Custom Fields and Rules
  4. 4. Trends in Operating Metrics
  5. 5. Habits Scorecard •  What is driving success? •  Degree customers derive value from product •  “What is your process for moving customers into the top levels?” Data is illustrative T r e n d s i n O p e r a t i n g M e t r i c s
  6. 6. Configuration Data is illustrative T r e n d s i n O p e r a t i n g M e t r i c s More detailed config instructions: Support.gainsight.com > Business Processes > Habits Risk
  7. 7. Trends in Users •  Growth of healthy-level users and daily active users •  Shows the cohort that launched before the start of the Quarter Data is illustrative T r e n d s i n O p e r a t i n g M e t r i c s
  8. 8. Configuration Data is illustrative T r e n d s i n O p e r a t i n g M e t r i c s
  9. 9. Top Drivers •  What is driving habits scores? •  Top customers •  Page views •  Unique Users •  Top Features Data is illustrative T r e n d s i n O p e r a t i n g M e t r i c s Top Customers
  10. 10. Configuration Data is illustrative T r e n d s i n O p e r a t i n g M e t r i c s
  11. 11. Top Drivers – Feature Usage Data is illustrative T r e n d s i n O p e r a t i n g M e t r i c s
  12. 12. Configuration Data is illustrative T r e n d s i n O p e r a t i n g M e t r i c s
  13. 13. Risks •  Highlight potential causes of future churn •  Locate areas to invest more resources Data is illustrative T r e n d s i n O p e r a t i n g M e t r i c s
  14. 14. Configuration Data is illustrative T r e n d s i n O p e r a t i n g M e t r i c s
  15. 15. Financials: Historical Top-line
  16. 16. Financials •  Historical Top-line Financials •  Future Top-line Financials •  Cost Metrics •  LRM is usually needed to build these reports •  In some cases, you could substitute the Opportunity for the LRM objects •  These reports optimized for LRM 1.0
  17. 17. Transactions Tab (LRM) •  We’ve invested in importing our financials into Gainsight •  Financial reports from Transactions tab Data is illustrative H i s t o r i c a l To p - l i n e F i n a n c i a l s
  18. 18. •  Transactions tab also lets us compare current Quarter to past Quarters Data is illustrative H i s t o r i c a l To p - l i n e F i n a n c i a l s
  19. 19. Gross and Net Renewal Rate •  Gross Renewal Rate = •  Net Renewal Rate = •  Cumulative •  Displays renewals as they close Data is illustrative H i s t o r i c a l To p - l i n e F i n a n c i a l s
  20. 20. Gross and Net Renewal Rate - Configuration H i s t o r i c a l To p - l i n e F i n a n c i a l s •  Using the Usage Data object, we can track week-over-week progress towards financial goals. •  With Rules Engine, we sum and write financial data onto Usage Data records. •  Requires a series of custom fields on Usage Data object: Upsell, Downsell, Churn, Gross Renewed ARR, etc. •  Once the Rules run, Custom formula fields calculate the Gross and Net Renewal Rates for each week. •  The “Target” line is set by loading an identical value into a custom field for each week.
  21. 21. Gross and Net Renewal Rate - Configuration H i s t o r i c a l To p - l i n e F i n a n c i a l s
  22. 22. Rule Configuration – Show & Filters H i s t o r i c a l To p - l i n e F i n a n c i a l s
  23. 23. H i s t o r i c a l To p - l i n e F i n a n c i a l s Rule Configuration – Action
  24. 24. Configuration – Formula Field H i s t o r i c a l To p - l i n e F i n a n c i a l s
  25. 25. Configuration – Report H i s t o r i c a l To p - l i n e F i n a n c i a l s Data is illustrative
  26. 26. Cleaner version of Renewal, Upsell & Churn ARR Data is illustrative H i s t o r i c a l To p - l i n e F i n a n c i a l s •  By-product of rolling up this financial data and storing to Usage Data •  Visually cleaner “Renewal, Upsell & Churn ARR” report
  27. 27. Churn Story •  Screenshot of the scorecard history from C360 helps tell the story •  Guides are available to build and automate Scorecards •  Support •  Sentiment •  Quality •  Product Support.gainsight.com > Business Processes > Manage Customers Data is illustrative H i s t o r i c a l To p - l i n e F i n a n c i a l s Example Customer
  28. 28. ©2015 Gainsight. All Rights Reserved. Green No open Support CTAs Yellow 1 or more open Support CTAs (all unflagged) Red 1 or more open Flagged Support CTAs Set Score Rules for Support Risk •  Rule 1: Set Support score for all accounts to Green •  Rule 2: Set Yellow or Red Support scores based on open Support CTAs
  29. 29. Upsell, totals by Customer Tier •  Distribution of upsell across 3 customer tiers •  Degree upsell is being driven by Renewals & Expansion Data is illustrative H i s t o r i c a l To p - l i n e F i n a n c i a l s
  30. 30. Configuration Data is illustrative H i s t o r i c a l To p - l i n e F i n a n c i a l s
  31. 31. Upsell, breakdown & by tier •  Size of upsell •  Strategic customers show larger expansion •  SMB customers have long tail of small upsells Data is illustrative H i s t o r i c a l To p - l i n e F i n a n c i a l s
  32. 32. Configuration Data is illustrative H i s t o r i c a l To p - l i n e F i n a n c i a l s
  33. 33. Financials: Future Top-line
  34. 34. Renewals Forecasting •  ARR for upcoming renewals •  Scorecard measures for each company to display risk Data is illustrative F u t u r e To p - l i n e F i n a n c i a l s
  35. 35. Configuration Data is illustrative F u t u r e To p - l i n e F i n a n c i a l s
  36. 36. Upsell Pipeline •  Based on current pipeline •  Renewals & Expansion manager for assistance in upsells Data is illustrative F u t u r e To p - l i n e F i n a n c i a l s
  37. 37. Configuration Data is illustrative F u t u r e To p - l i n e F i n a n c i a l s
  38. 38. Financials: Cost Metrics
  39. 39. ©2015 Gainsight. All Rights Reserved. Budget to Benchmarks 15 Cents of Fully Loaded CSM Cost per $1 of ARR > Accounts / CSM $ ARR / Account Salary + Overhead / CSM x Pacific Crest Survey 2015 showed that median spend on renewals is $0.13 per $1 of ARR
  40. 40. Accounts per CSM Data is illustrative C o s t M e t r i c s
  41. 41. Accounts per CSM - Configuration Data is illustrative C o s t M e t r i c s
  42. 42. ARR per CSM Data is illustrative C o s t M e t r i c s
  43. 43. ARR per CSM - Configuration Data is illustrative C o s t M e t r i c s
  44. 44. NPS
  45. 45. NPS •  Shows NPS scores, grouped by Original Contract Date Data is illustrative T r e n d s i n O p e r a t i n g M e t r i c s
  46. 46. Configuration Data is illustrative T r e n d s i n O p e r a t i n g M e t r i c s
  47. 47. Experiment with Graph Formats Data is illustrative T r e n d s i n O p e r a t i n g M e t r i c s
  48. 48. Or group by a different field Data is illustrative T r e n d s i n O p e r a t i n g M e t r i c s
  49. 49. Mapping Roles into your NPS Survey T r e n d s i n O p e r a t i n g M e t r i c s
  50. 50. Child-like Joy ©2015 Gainsight. All Rights Reserved. Q & A
  51. 51. ©2015 Gainsight. All Rights Reserved. Pulse 2016 May 10-12, 2016 Oakland, CA Epic.
  52. 52. Child-like Joy ©2015 Gainsight. All Rights Reserved. Gainsight Vault Best Practices you can import into your Gainsight environment. Currently holds Playbooks and Surveys Copilot Templates, Rules & Reports coming to Vault soon! https://support.gainsight.com/hc/en-us/articles/213757348- Gainsight-Vault

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