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The Science of Customer Success

Science is all about consistency and repeatability. You know that a stone sinks in water because you can drop one in a pool a thousand times, anywhere in the world, and it will never float. Customer Success is a young movement, but we've reached a critical mass of data where we can start to make predictions—and more importantly—prescriptions for what will work for a company and a customer base and what won't work. Learn how the Science of Customer Success has been established and how to get more scientific in your CS strategy.

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The Science of Customer Success

  1. 1. 2018 Presented by the Gainsight Product Team The Science of Customer Success
  2. 2. Your Gainsight Team 4 The Science of Customer Success CEO, Gainsight CCO, Gainsight NICK MEHTA ALLISON PICKENS
  3. 3. 2018 Prescriptive Customer Success Based on 500+ Implementations
  4. 4. 6 You are not a snowflake.
  5. 5. 7 Reactive Insights & Actions Outcomes Transformation Manage escalations on a case-by-case basis Turn data into meaningful actions across your team Proactively deliver customer outcomes at scale Rally your entire company around the mission of customer success Customer Success Maturity Model 80% 92% 87% 106 % 89% 113 % 93% 125 % Gross Retention Rate Net Retention Rate
  6. 6. ELEMENTS PEOPLE PROCESSTECHNOLOGY ELEMENTS ARE GAINSIGHT’S SOLUTIONS A prescriptive approach for combining people, process, and the Gainsight platform to solve a Customer Success business challenge.
  7. 7. 9 Lm 2 Lifecycle Management Cv 1 360° Customer View Cx 3 Experience Health Co 4 Outcomes Health Am 5 Adoption Management Sa 9 Stakeholder Alignment Rm 6 Renewal Management Re 10 Risk Escalation Em 7 Expansion Management Sp 11 Success Planning Tt 12 Tech Touch Ae 8 Advocate Engagement Su 13 Support Experience Pr 15 Product Success Se 14 Services Experience Cs 16 Company Success INSIGHTS & ACTIONS TRANSFORMATIONOUTCOMES THE PERIODIC TABLE OF CUSTOMER SUCCESS ELEMENTS GAINSIGHT CUSTOMER SUCCESS PLATFORM
  8. 8. 10 360° Customer View Element Aggregate your customer data into a holistic view and give visibility to your entire company. Cv 1 360° Customer View
  9. 9. 11 Renewal Management Element Consistently execute on renewals and develop informed forecasts. Rm 6 Renewal Management
  10. 10. 12 Tech Touch Element Scale up your touch points over the customer journey with automation. Tt 12 Tech Touch
  11. 11. 13 Assessing the current state of your CS operations COMPANY ANNUAL REVENUES 28% 36% 24% 11% >$500M $100M to $500M $25M to $100M <$25M COMPANY EMPLOYEE SIZE 20% 29% 18% 33% >5,000 1,000 to 5,000 500 to 1,000 <500 SOLUTION TYPE 94% 63% SaaS On-Prem SW / HW / PS
  12. 12. 14 Lm 2 Lifecycle Management Cv 1 360° Customer View Cx 3 Experience Health Co 4 Outcomes Health Am 5 Adoption Management Sa 9 Stakeholder Alignment Rm 6 Renewal Management Re 10 Risk Escalation Em 7 Expansion Management Sp 11 Success Planning Tt 12 Tech Touch Ae 8 Advocate Engagement Su 13 Support Experience Pr 15 Product Success Se 14 Services Experience Cs 16 Company Success INSIGHTS & ACTIONS TRANSFORMATIONOUTCOMES Assessing the current state of your CS operations Does it exist? 0 Manual 1 Semi-automated 2 Optimized 3
  13. 13. 15 Your current maturity stage: Insights & Actions Lm 2 Lifecycle Management Cv 1 360° Customer View Cx 3 Experience Health Co 4 Outcomes Health Am 5 Adoption Management Sa 9 Stakeholder Alignment Rm 6 Renewal Management Re 10 Risk Escalation Em 7 Expansion Management Sp 11 Success Planning Tt 12 Tech Touch Ae 8 Advocate Engagement Su 13 Support Experience Pr 15 Product Success Se 14 Services Experience Cs 16 Company Success INSIGHTS & ACTIONS TRANSFORMATIONOUTCOMES Your current maturity score: 40% Does not exist Manual Semi-automated Optimized
  14. 14. 16 gainsight.com/maturity-model How do you compare to companies of your size? What are your strengths and weaknesses? How do you improve at each CS element? Get personalized advice from our team. Take the online Maturity Model quiz

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