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2018
Nick Mehta
Chief Executive Officer
How to Turbocharge Your Customer
Insights While Making Them More
Digestible for Ex...
2
My Life as a CEO
3
My Life as a CEO
4
My Life as a CEO
1
360° Customer
View
“I’m not only the
CEO of Gainsight,
I’m a user!”
5
Top Three Questions I use Gainsight to
Answer as a CEO:
• What do I nee...
6
The 360° Customer View Element
Cv
1
360° Customer
View
• Align on a single source of truth
• Capture every interaction
•...
2018
Prep for Client Meetings
8
What I need to know
before every client meeting
• ARR and renewal date in case I’m asked
about the contract
• Current He...
9
Sally Bot in Slack
10
Take notes and follow up
11
Review Customer Success
• Management Meeting
• 1:1 with CCO
• Strategic Client Review
• Onboarding Review
2018
Management Meeting
Review Customer Success
13
Track ARR by segment
Gravity Meeting
14
Track adoption by segment
Gravity Meeting
15
Track licenses sold vs. healthy users and DAU
Gravity Meeting
2018
1:1 with the CCO
Review Customer Success
17
COM “State of the Union” Dashboard
1:1 with the CCO
18
COM Workload and Success Planning
1:1 with the CCO
19
NPS and CX Drilldown
1:1 with the CCO
2018
Strategic Customer Review
Review Customer Success
21
Relationship 360 Summary
• Key Contract Information from our CRM
• Total account ARR
• Current Overall Health Score and...
22
Adoption and Usage Tracker
Strategic Customer Review
23
Success Plans
Strategic Customer Review
2018
Onboarding Review
Review Customer Success
25
Project Risk Dashboard
Onboarding Review
26
Implementation Scorecard and Onboarding NPS
Onboarding Review
2018
Prep for Board Meetings
28
Prep for Board Meetings
Retention Metrics
29
Prep for Board Meetings
Client Outcomes Metrics
30
Prep for Board Meetings
Trends in Adoption
31
Prep for Board Meetings
Habits by Cohort
32
Prep for Board Meetings
NPS Trends by Role
2018
Nick Mehta
Chief Executive Officer
Thank you!
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How to Turbocharge Your Customer Insights While Making Them More Digestible for Executives - PulseCheck 2018

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It doesn't matter if you're a born-in-the-cloud company generating massive amounts of customer data or not, you still have so many channels available to collect passive and active feedback from your customer base. But unless those channels can be synthesized into a cohesive view, you're going to miss out on most of your valuable insights. Worse yet, without a unified picture, your signals might be leading you down the wrong path. In this advanced session, you'll learn how to get much more value out of your customer data insights without overwhelming your team or undermining your workflow and systems.

Veröffentlicht in: Business
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How to Turbocharge Your Customer Insights While Making Them More Digestible for Executives - PulseCheck 2018

  1. 1. 2018 Nick Mehta Chief Executive Officer How to Turbocharge Your Customer Insights While Making Them More Digestible for Executives
  2. 2. 2 My Life as a CEO
  3. 3. 3 My Life as a CEO
  4. 4. 4 My Life as a CEO 1 360° Customer View
  5. 5. “I’m not only the CEO of Gainsight, I’m a user!” 5 Top Three Questions I use Gainsight to Answer as a CEO: • What do I need to know for my upcoming customer meeting? • Are we delivering for our customers? • What should I share with the Board? How to Turbocharge Your Customer Insights While Making Them More Digestible for Executives
  6. 6. 6 The 360° Customer View Element Cv 1 360° Customer View • Align on a single source of truth • Capture every interaction • Provide relevant context for each team member • Share learnings with your customers
  7. 7. 2018 Prep for Client Meetings
  8. 8. 8 What I need to know before every client meeting • ARR and renewal date in case I’m asked about the contract • Current Health Scorecard as well as the most recent trend in score (up or down) • Recent Activity on the customer to be up-to- speed • Recent Survey Responses in case I need to address feedback • Key Sponsors of our relationship that I should be aware of
  9. 9. 9 Sally Bot in Slack
  10. 10. 10 Take notes and follow up
  11. 11. 11 Review Customer Success • Management Meeting • 1:1 with CCO • Strategic Client Review • Onboarding Review
  12. 12. 2018 Management Meeting Review Customer Success
  13. 13. 13 Track ARR by segment Gravity Meeting
  14. 14. 14 Track adoption by segment Gravity Meeting
  15. 15. 15 Track licenses sold vs. healthy users and DAU Gravity Meeting
  16. 16. 2018 1:1 with the CCO Review Customer Success
  17. 17. 17 COM “State of the Union” Dashboard 1:1 with the CCO
  18. 18. 18 COM Workload and Success Planning 1:1 with the CCO
  19. 19. 19 NPS and CX Drilldown 1:1 with the CCO
  20. 20. 2018 Strategic Customer Review Review Customer Success
  21. 21. 21 Relationship 360 Summary • Key Contract Information from our CRM • Total account ARR • Current Overall Health Score and its history • Number of Provisioned Licenses • Current NPS Score • Number of Open CTAs (By CTA Type) • Open Support Tickets Strategic Customer Review
  22. 22. 22 Adoption and Usage Tracker Strategic Customer Review
  23. 23. 23 Success Plans Strategic Customer Review
  24. 24. 2018 Onboarding Review Review Customer Success
  25. 25. 25 Project Risk Dashboard Onboarding Review
  26. 26. 26 Implementation Scorecard and Onboarding NPS Onboarding Review
  27. 27. 2018 Prep for Board Meetings
  28. 28. 28 Prep for Board Meetings Retention Metrics
  29. 29. 29 Prep for Board Meetings Client Outcomes Metrics
  30. 30. 30 Prep for Board Meetings Trends in Adoption
  31. 31. 31 Prep for Board Meetings Habits by Cohort
  32. 32. 32 Prep for Board Meetings NPS Trends by Role
  33. 33. 2018 Nick Mehta Chief Executive Officer Thank you!

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