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Gainsight's One-to-Many Program

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Veröffentlicht am

Nikka Mathur, Gainsight's Manager, Customer Success Ops and Marketing

Presented at Pulse Conference 2015.

Veröffentlicht in: Technologie
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Gainsight's One-to-Many Program

  1. 1. ©2015 Gainsight. All Rights Reserved. GAINSIGHT’S ONE-TO-MANY PROGRAM Nikka Mathur CSM
  2. 2. ©2015 Gainsight. All Rights Reserved. Key Principles of a One-to-Many Program Determine specific objectives 1 Develop a purposeful customer journey 2 Collaborate with other teams 3 Measure success, gather feedback and iterate 4
  3. 3. ©2015 Gainsight. All Rights Reserved. Determine Specific Objectives Example Objectives: • Improve NPS results • Learn more about end users • Drive faster onboarding
  4. 4. ©2015 Gainsight. All Rights Reserved. Tactics for One-to-Many
  5. 5. ©2015 Gainsight. All Rights Reserved. Tactics for One-to-Many
  6. 6. ©2015 Gainsight. All Rights Reserved. Tactics for One-to-Many
  7. 7. ©2015 Gainsight. All Rights Reserved. Key Principles of a One-to-Many Program Determine specific objectives Develop a purposeful customer journey 2 Collaborate with other teams Measure success, gather feedback and iterate 1 3 4
  8. 8. ©2015 Gainsight. All Rights Reserved. Building a Purposeful Customer Journey Purchased LaunchedKicked-Off Adopting 1-to-1 1-to-Many
  9. 9. ©2015 Gainsight. All Rights Reserved. Building a Purposeful Customer Journey Welcome to Gainsight 1-to-11-to-Many Kick-Off Meeting Welcome Email Gift Basket Intro from CSM Purchased
  10. 10. ©2015 Gainsight. All Rights Reserved. Building a Purposeful Customer Journey Set up for Success 1-to-11-to-Many Strategic call with CSM Onboarding Workshop Onboarding Emails Training Webinar Kicked-Off
  11. 11. ©2015 Gainsight. All Rights Reserved. Building a Purposeful Customer Journey Drive Daily Adoption 1-to-11-to-Many Check-in with Customer Impl. Satisfaction Survey Invite to Community & Influitive Launched
  12. 12. ©2015 Gainsight. All Rights Reserved. Building a Purposeful Customer Journey Provide Continuous Value 1-to-11-to-Many Best Practice Webinars NPS Surveys New Release Training EBRs Follow up to Survey Adopting
  13. 13. ©2015 Gainsight. All Rights Reserved. Building a Purposeful Customer Journey1-to-11-to-Many Kick-Off Meeting Welcome Email Gift Basket Check-in with Customer EBRs Intro from CSM Onboarding Emails Onboarding Workshop Impl. Satisfaction Survey Invite to Community & Influitive Strategic call with CSM NPS Surveys Training Webinar New Release Training Best Practice Webinars Welcome to Gainsight Set up for Success Drive Daily Adoption Provide Continuous Value Follow up to Survey Purchased LaunchedKicked-Off Adopting
  14. 14. ©2015 Gainsight. All Rights Reserved. Key Principles of a One-to-Many Program Determine specific objectives Develop a purposeful customer journey Collaborate with other teams 3 Measure success, gather feedback and iterate 1 2 4
  15. 15. ©2015 Gainsight. All Rights Reserved. Cross-Functional Collaboration Improves the Program One-to- Many Program CSMs Marketing Training Product Services Sales
  16. 16. ©2015 Gainsight. All Rights Reserved. Key Principles of a One-to-Many Program Determine specific objectives Develop a purposeful customer journey Collaborate with other teams Measure success, gather feedback and iterate 41 2 3
  17. 17. ©2015 Gainsight. All Rights Reserved. Would be helpful to have this type of content before Onboarding to help make key decisions Initial Feedback I forwarded them to my team so they could get up to speed on Gainsight Onboarding Emails Being part of a cohort and learning how others are using Gainsight was helpful Training Webinar
  18. 18. ©2015 Gainsight. All Rights Reserved. Start Your Own One-to-Many Program Determine specific objectives Use objectives to build a customer journey Develop relevant content and one-to-many tactics Gather and analyze results and feedback Iterate on your program 1 2 3 4 5
  19. 19. ©2015 Gainsight. All Rights Reserved. • Anthony Nygren, EMI Strategic Marketing • When: Wednesday, May 13, 10:50-11:40am • Where: Spring Training Room Customer Marketing: Retain, Grow and Expand • Ajay Agarwal, Bain Capital Ventures, Olga Narvskaia, Dropbox, Marcus Bragg, Zendesk & Kevin Lynch, Adobe • When: Wednesday, May 13, 1:30-2:20pm • Where: AT&T Park Room Leveraging Marketing Techniques to Scale Customer Success • Whitney Hillyer, Bitly & Jeff Coleman, SurveyMonkey • When: Wednesday, May 13, 3:25-4:15pm • Where: Yankee Stadium Room One Email, Many Recipients • Anthony Nygren, EMI Strategic Marketing • When: Thursday, May 14, 8-11am • Where: Marriott Marquis • Separate registration required How to Build a Customer Success Communications Program that Drives Lifetime Value Learn More
  20. 20. ©2015 Gainsight. All Rights Reserved. Nikka Mathur nmathur@gainsight.com Julia Guyadeen jguyadeen@gainsight.com Contact Us
  21. 21. ©2015 Gainsight. All Rights Reserved. THANK YOU

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