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PulseCheck 2016 How we track a clients specific goals across sales services success

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PulseCheck 2016 How we track a clients specific goals across sales services success

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PulseCheck is the largest live streaming event in the Customer Success community, delivered right to your screen -- free of charge. We’ll cut out everything but the most actionable real-world applications for you and your entire customer-facing team. What’s left are eight 40-minute sessions from some of the most elite minds in Customer Success.

PulseCheck is the largest live streaming event in the Customer Success community, delivered right to your screen -- free of charge. We’ll cut out everything but the most actionable real-world applications for you and your entire customer-facing team. What’s left are eight 40-minute sessions from some of the most elite minds in Customer Success.

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PulseCheck 2016 How we track a clients specific goals across sales services success

  1. 1. ©2016 Gainsight. HOW WE TRACK A CLIENT’S SPECIFIC GOALS ACROSS SALES, SERVICES AND SUCCESS BARR MOSES Sr. Director of Business Ops & Technical Success Gainsight ®2016 Gainsight. ED DALY Sr. Director of Global Customer Success Cisco
  2. 2. ©2016 Gainsight. Agenda Collaborating with Sales, Services & Success Strategic & Proactive Engagement Success Plans in Practice Scope of Customer Success at Cisco
  3. 3. ©2016 Gainsight. Collaborating with Sales, Services & Success
  4. 4. ©2016 Gainsight. How Sales, Services and Success Collaborate Prospect Client Sales Customer Success and Services
  5. 5. ©2016 Gainsight. How Sales, Services and Success Collaborate Prospect Client Sales Common Challenges: • Asking the same questions twice • Objectives evolve over time • Stakeholders & decision makers change • Source of truth for customer goals Customer Success and Services
  6. 6. ©2016 Gainsight. Gainsight’s Customer Success Organization Outcomes Management. On-Boarding Success Technical Success Customer Success Managers Professional Services Support, Professional Services, Community Manager Mission Translate business objectives into real change and customer ROI Structured process to achieve subset of business objectives Tackle inbound customer challenges post-onboarding Key Skills Customer Need Business outcomes Fast time to value Solutions on demand
  7. 7. ©2016 Gainsight. Strategic and Proactive Engagement
  8. 8. ©2016 Gainsight. Segmented approach to Customer Success STRATEGYSEGMENT High Touch Mid Touch Tech Touch ENTERPRISE MID- MARKET SMB JUST-IN-TIME AUTOMATED PROACTIVE
  9. 9. ©2016 Gainsight. Deliver strategic and proactive customer engagement STRATEGYSEGMENT High Touch Mid Touch Tech Touch ENTERPRISE MID- MARKET SMB JUST-IN-TIME AUTOMATED PROACTIVE Today’s discussion
  10. 10. ©2016 Gainsight. Elements of strategic and proactive engagement • Identify key priorities, pain points and opportunities • Create collaborative project plan to deliver value • Execute plan and track progress • Review value delivered with key stakeholders
  11. 11. ©2016 Gainsight. VALUE Provides Consistent Methodology for Engagement
  12. 12. ©2016 Gainsight. Success Plans in Practice
  13. 13. ©2016 Gainsight. Success Plans: a collaborative tool for Sales, Success, and Services
  14. 14. ©2016 Gainsight. Success Plans: Tool to help deliver strategic and proactive customer engagement Found in Gainsight’s C360 View, Success plans organize your long-term strategic priorities with your high-touch customers 1
  15. 15. ©2016 Gainsight. Success Plans: Tool to help deliver strategic and proactive customer engagement “Plan Info” provides overview of the customer and the strategic plan 2
  16. 16. ©2016 Gainsight. Success Plans: Tool to help deliver strategic and proactive customer engagement New type of Call-To-Action called “Objectives” intended to be longer term and more strategic 3
  17. 17. ©2016 Gainsight. Industry best practices, fueling competitive differentiation Customer Outcome and Business Outcome Land: Long term objectives and planning Usage translated to outcomes Expand: Adjacent offers to complete solution Usage patterns and operational process optimization Renew: Allow sales to upsell not resell Customer Outcome Company Outcome
  18. 18. ©2016 Gainsight. Success Plans: Tool to help deliver strategic and proactive customer engagement In the “additional features” menu, access templates, set due dates, export into PPT, and manage status 4
  19. 19. ©2016 Gainsight. Success Plans in Practice How Gainsight aligns on strategy and delivers value Business goals identification in Sales cycle 1 Strategy Session with Success & Services 2 Post meeting follow up w Success Plan 3 Roll out best practices; track value via Success Plans 4
  20. 20. ©2016 Gainsight. Success Plans in Practice How Gainsight aligns on strategy and delivers value • Discovery session with customer stakeholders • Document key business challenges Business goals identification in Sales cycle Strategy Session with Success & Services Post meeting follow up w Success Plan Roll out best practices; track value via Success Plans 4321
  21. 21. ©2016 Gainsight. Success Plans in Practice How Gainsight aligns on strategy and delivers value • Review challenges • Share Gainsight best practices as frameworks for solutions • Prioritize top initiatives for Onboarding Business goals identification in Sales cycle Strategy Session with Success & Services Post meeting follow up w Success Plan Roll out best practices; track value via Success Plans 4321
  22. 22. ©2016 Gainsight. Success Plans in Practice How Gainsight aligns on strategy and delivers value • Create Success Plan, highlight top initiatives and timeline • Export Success Plan and align with customer Tip: Use CTAs to align on overall objectives and broad initiatives; Set up tasks to align with more specific due-dates Business goals identification in Sales cycle Strategy Session with Success & Services Post meeting follow up w Success Plan Roll out best practices; track value via Success Plans 4321
  23. 23. ©2016 Gainsight. Success Plans in Practice How Gainsight aligns on strategy and delivers value Tip: Easily export plan into PowerPoint Business goals identification in Sales cycle Strategy Session with Success & Services Post meeting follow up w Success Plan Roll out best practices; track value via Success Plans 4321 • Create Success Plan, highlight top initiatives and timeline • Export Success Plan and align with customer
  24. 24. ©2016 Gainsight. Scope of Customer Success at Cisco
  25. 25. ©2016 Gainsight. Cisco’s Organization- Designed to Scale Customer Success Manager Partner Success Manager Virtual Customer Success Manager Tech Touch
  26. 26. ©2016 Gainsight. Cisco’s Organization- Designed to Scale Partner Success Manager Virtual Customer Success Manager Tech Touch Customer Success Manager
  27. 27. ©2016 Gainsight. Scope of Customer Success Function at Cisco Expand Extend New RenewLand Adopt Value Realization Differentiation
  28. 28. ©2016 Gainsight. Success Plans in Practice How Gainsight aligns on strategy and delivers value • Track progress via Success Plan • Use reports to monitor completion • Review plan quarterly to evaluate progress Business goals identification in Sales cycle Strategy Session with Success & Services Post meeting follow up w Success Plan Roll out best practices; track value via Success Plans 4321
  29. 29. ©2016 Gainsight. Tips for Bringing Sales, Services, Success Together • Create an org structure that supports customer needs • Develop a shared framework for communicating value • Get direct feedback from customers and incentivize sales • Iterate, collect feedback, iterate
  30. 30. ©2016 Gainsight. Questions?
  31. 31. ©2016 Gainsight. THANK YOU ®2016 Gainsight.

Hinweis der Redaktion

  • In many orgs there’s a transition point from prospect to client, in which there can be a few common challenges
    4:53 in sound
  • Ed- goals of the buyer are different than the goals of user
    We must align our values to one of our customers’ values. What the client wants is the most important thing – we need to have people aligned around that
  • We structured our organization in a way that enhances close collaboration between Success & Services
    6:50 in sound
  • 8:20
    Ed segmention
  • 10:48
    VALUE FRAMEWORK- just talks about VALIDATE
  • What is your process for developing and executing success plans in your organization?
    Are success plans only for your high touch accounts?
  • 12:40
  • 13:46
  • 13:56
    Cisco it’s a very manual process
    We ask our team to look at objectives in three levels – objective, what internal process are they trying to improve, what’s the business outcome
    We have case studies
  • 15 min mark- 17

    How do you use success plans to drive ROI though upsell and expansion opportunities?

    Adoption Capabilities Today:
    We have three different Customer Success roles.

    Our largest group, in our transformational accounts will be Customer Success Managers (CuSMs). Many of those people were formerly a part of the Services Support Manger community. They’ll be face-to-face with our customers, working very intimately with those organizations. In EMEAR, we are phasing in Customer Success mgt aligned to phasing in Customer led accounts to GCS.

    In addition to our CSuM’s, we are leveraging “Virtual Customer Success Managers.” These aren’t robots or avatars, these are real people that can be reached by phone, and they give us the flexibility to reach parts of our markets we couldn’t otherwise reach face-to-face.

    The way we are going to scale is through our partners. A lot of this work has been spearheaded by Robyn Steele, Kelli Kirwin and Larry Trichell and their teams in the Americas so far.

    Partner Enablement
    Customer Account Planning – QBR’s
    Delivering utilization data from customer experience to trigger identification of upsell opportunities in renew and expand plays
    Data from customer adoption now integrated into e-Consulting, providing the partner with targeting insights for customer account planning and QBR processes.

    Partner Advantage:
    Partner Advantage pulls together multiple Cisco initiatives to create a cohesive programmatic approach that empowers partners activate their Customer Success practice, managing the customer’s success after they buy Cisco solutions, helping them to realize the full value of their investment, and making it easier and more likely they renew their contracts and subscriptions. FY16 Target: 50 partners

    Adoption Advantage: Analytics-Triggered Touch Points Reaching Across Customers
    Nurture unengaged / unhealthy customers through inhibitors
    Support and encourage healthy customers
    Activate Expand track where applicable
    Create influencers and advocates

    Building a consistent adoption practice
    Playbooks
    Pilots
    Seven step process for Adopt / Expand
    Standardized Metrics and Reporting – The number of portal accesses from partners for customers

    Adoption training and workshops
    Partner workshops
    Customer Success Managers - Top customer led accts
    Partner Success Managers - 1-tier partners and Distributors / 2-tier partners
    Virtual success managers - Bridge while partners ramp / Fill gaps, remote locations / Technical depth support

    Adoption Capabilities Tomorrow:
    Automated engagement based on consumption & behavior analytics
    Build differentiated solutions / Gainsight: Monitor customer relationship “health”
    Usage data available to sales team
    Create “for fee” adopt revenue streams
  • 17 min mark
  • 17:36
  • 20
  • 17:51
  • 24:12
  • 26:20
    Ed is talking about high touch
  • 26:52
    After this, ed talks about healthscore improvement and what metrics CSMs are judged on
    Adoptions/usage and expansion and renewal
  • Cisco uses LAND model and has an established renewals process
    CS model focuses on extending the solution set more broadly providing a great post sales experiences
    Cisco continues to resolve challenges within customer success
  • 4. The processes in your company really depend on the stage your company is in, your goals and trajectory. So don’t be afraid to try out things, collect feedback, and revisit down the line with a completely new idea

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