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Maximizing the ROI of Gainsight

Through features and easy workflow, Gainsight can be used to tackle a variety of tough business challenges. VP of Customer Success, Allison Pickens, sees these processes as the key to maximizing the ROI of a Gainsight platform.

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Maximizing the ROI of Gainsight

  1. 1. THE ROI OF GAINSIGHT Scott Golden Director, CS Strategy 08 | 30 | 2015
  2. 2. ©2015 Gainsight. All Rights Reserved. TODAY’S AGENDA •  WHY INVESTING IN A PLATFORM IS IMPORTANT •  IT’S ALL ABOUT THE PROCESS •  CONNECTING THE DOTS •  MEASURING THE BENEFIT
  3. 3. ©2015 Gainsight. All Rights Reserved. WHY INVESTING IN A PLATFORM IS IMPORTANT
  4. 4. ©2015 Gainsight. All Rights Reserved. COMPANIES ARE FOCUSED ON CUSTOMER ACQUISITION What’s getting in the way? MARKETING SALES ACCOUNT MGMT. • Unexpected Churn • Missed Up-Sell • Costly Scaling of Team
  5. 5. ©2015 Gainsight. All Rights Reserved. COMPANIES ARE FOCUSED ON CUSTOMER ACQUISITION What’s getting in the way? SALES CUSTOMER SUCCESS • +5-10% pts. net retention • +25% accounts/person & higher operating margin • Improved customer advocacy MARKETING
  6. 6. ©2015 Gainsight. All Rights Reserved. 10% INC. IN RETENTION => 100% INC. IN VALUATION The world’s best companies are separating from the pack Source: Altimeter and FactSet 10/2014 5x 15x 20x 60% 70% 80% 90% 100% 110% 120% 10x EV/RevenueMultiple Dollar Net Renewal Rate 15 x 7x
  7. 7. ©2015 Gainsight. All Rights Reserved. IT’S ALL ABOUT THE PROCESS
  8. 8. ©2015 Gainsight. All Rights Reserved. R E TA I N C U S TO M E R S R E TA I N C U S T O M E R S D R I V E G R O W T H D R I V E G R O W T H The financial benefits of optimizing your business with Gainsight O P E R AT I N G E F F I C I E N C Y I d e n t i f y r i s k d r i v e r s & i n t e r v e n e a p p r o p r i a t e l y S t a y t o p o f m i n d M a n a g e d i s c o u n t s & s c o p e r e d u c t i o n s b e f o r e r e n e w a l T r a c k c u s t o m e r s t h a t a r e r i p e f o r u p - s e l l A u t o m a t e u p - s e l l c a m p a i g n s C o n t i n u a l l y g r o w r e f e r e n c e p r o g r a m R e d u c e a d m i n i s t r a t i v e b u r d e n C S M s c o v e r m o r e a c c o u n t s D r i v e s c a l e v i a a u t o m a t i o n 3 STRATEGIC GOALS O P E R AT I N G E F F C I E N C Y
  9. 9. ©2015 Gainsight. All Rights Reserved. BUSINESS PROCESSES 5 IMPERATIVES OF A CUSTOMER CENTRIC BUSINESS Gainsight Powers Customer Centric Businesses C U S TO M E R S UNCOVERCUSTOMER INSIGHTS OPTIMIZECUSTOMER OPERATIONS SALES CSM PRODUCT Y O U R T E A M I D E N T I F Y C U S TO M E R R I S K M A N A G C U S TO M E R L I F E C Y C L E D R I V E C U S TO M E R E X PA N S T I O N
  10. 10. ©2015 Gainsight. All Rights Reserved. 6 KEY CSM PROCESSES Gainsight: You Can’t Buy the App Without the Process C U S TO M E R B A S E R E P O RT I N G & V I S I B I L I T Y L I F E C Y C L E M A N A G E M E N T R I S K M A N A G E M E N T O P P T Y M A N A G E M E N T T E A M V I S I B I L I T Y C U S TO M E R V I S I B I L I T Y C U S TO M E R T R E N D S 1 2 3 4 5 6
  11. 11. ©2015 Gainsight. All Rights Reserved. CONNECTING THE DOTS
  12. 12. ©2015 Gainsight. All Rights Reserved. G a i n s i g h t F e a t u r e U s a g e E x e c u t i v e B u s i n e s s R e v i e w s C a s e S t u d y P a r t i c i p a t i o n FEEDBACK LOOP DURING PARTNERSHIP Defining ROI for the Gainsight Partnership STRATEGIC GOALS CSM PROCESSES GAINSIGHT SOLUTION BUSINESS BENEFIT CURRENT CHALLENGES W h a t a r e y o u t r y i n g t o a c h i e v e ? C h a l l e n g e s y o u a r e f a c i n g ? W h a t a r e y o u r c u r r e n t p r o c e s s e s ? H o w w i l l G a i n s i g h t e s t a b l i s h / o p t i m i z e y o u r p r o c e s s e s ? H o w d o w e q u a n t i f y t h e b e n e f i t o f t h e i n v e s t m e n t ?
  13. 13. S t r a t e g i c G o a l s R e t a i n E x i s t i n g C u s t o m e r s A Real Life Example C U R R E N T C H A L L E N G E W e a r e s e e i n g c h u r n d u e t o l o s s o f o u r k e y c h a m p i o n s D E P T P R O C E S S R i s k M a n a g e m e n t G A I N S I G H T S O L U T I O N C o c k p i t C TA s : S p o n s o r Tr a c k i n g B U S I N E S S B E N E F I T Hard Benefit: Reduce churn due to loss of key customer champion by tracking changes among social networks and improving the risk management process O N - G O I N G F O C U S T r a c k t h e # o f S p o n s o r T r a c k i n g C TA s t h a t a r e c l o s e d s u c c e s s f u l
  14. 14. ©2015 Gainsight. All Rights Reserved. MEASURING THE BENEFIT
  15. 15. The Business Benefits of Gainsight H A R D B E N E F I T S S O F T B E N E F I T S C H U R N R E D U C T I O N C U S TO M E R E X PA N S I O N C O S T S AV I N G S / AV O I D A N C E I M P R O V E N P S G R O W R E F E R E N C E P R O G R A M I M P R O V E E M P L O Y E E S AT I S FA C T I O N
  16. 16. Measuring ROI Within Gainsight R I S K S E V E R I T Y ABILITYTOIMPACT S P O N S O R C H A N G E P R O D U C T A D O P T I O N C U S T O M E R R E A D I N E S S U S A B I L I T Y F I N A N C I A L H E A LT H O F A C U S T O M E R P R O D U C T S AT S U P P O R T A C T I V I T Y I M P. M I L E S T O N E S
  17. 17. ©2015 Gainsight. All Rights Reserved. THANK YOU & QUESTIONS

Through features and easy workflow, Gainsight can be used to tackle a variety of tough business challenges. VP of Customer Success, Allison Pickens, sees these processes as the key to maximizing the ROI of a Gainsight platform.

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