The Gainsight/Sprinklr Feedback Loop of Epic Success
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In the latest G2 Crowd Grid for Customer Success software, Gainsight was ranked as The Leader in the space based on user reviews from customers including Sprinklr. Positive reviews on G2 Crowd and TrustRadius don’t happen by accident. The most successful companies don’t passively hope their customers advocate publicly for their vendors. They make it happen.
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The Gainsight/Sprinklr Feedback Loop of Epic Success
- 4. • Introductions • The Age of the Customer and Implications for your B2B Business • Harnessing Advocate-Driven Growth • Customer Success at Sprinklr • Q&A Agenda
- 5. Introductions GANESH SUBRAMANIAN Director, Product Marketing Lukas Quanstrom AVP Strategic Alliances
- 6. • Introductions • The Age of the Customer and Implications for your B2B Business • Harnessing Advocate-Driven Growth • Customer Success at Sprinklr • Q&A Agenda
- 8. Voices Options Expectations It’s a new world Your customers have more power than ever before
- 9. Source: 2016 B2B Buyer’s Survey Report; Forrester “Advocate Marketing Creates B2B Customer Relations that Last a Lifetime” Your Customer Determine Your Growth Peers and Colleagues are the #1 source for gathering information during the discovery stage of a purchase decision (22%). Forrester “Advocate Marketing Creates B2B Customer Relations that Last a Lifetime Up from 20% in 2015
- 10. More than ever before, it’s an imperative to make your customers successful
- 11. When cross-functional teams work in harmony to ensure customers achieve their desired outcomes driving exponential growth for your business. Cus • tom • er Suc • cess /ˈkəstəmər səkˈses/
- 12. 5 Pillars of Customer Success
- 13. Increased Risk and Opportunity
- 15. Lead for Expansion Lead for New Logo Lead for Renewal
- 16. • Introductions • The Age of the Customer and Implications for your B2B Business • Harnessing Advocate-Driven Growth • Customer Success at Sprinklr • Q&A Agenda
- 18. make happy customers* power the world’s most loved companies enterprise software for an un-enterprise world
- 19. $1.8 billion valuation with $239 million raised 1,400+ employees in 23 global offices global partner ecosystem “Most Innovative Companies” 2017 founded in 2009 9 out of 10 of the world’s most valuable brands… only vendor rated a leader for content marketing, listening, and social platform …and 1,200 more like them Here’s a bit about us… 11acquisitions rewritten on one code
- 20. brand Imagine a system of record for experience…
- 21. … purpose-built to solve new problems brought on by a new world. customer experience social marketing researchadvertising commerce care • Manage buying & reporting across channels • Segment audiences for targeted, ‘always- on’ lead generation • Adjust creative in real- time based on consumer behavior • Identify and engage advocates & influencers • Optimize content & deliver against interest • Detect crises to mitigate brand risk • Leverage trends to inform campaigns • Analyze competitor campaigns & content • Identify insights & trends to inform product development • Leverage post- purchase reviews to drive conversions • Solicit reviews based on positive brand conversastions • Respond to issues and resolve cases across any channel • Detect trending product or service issues as they emerge • Add value to customers and up-sell as part of service interaction
- 22. PUBLISHING ADVERTISINGCONTENT MARKETING BUNDLED ANALYTICS ADVANCED ANALYTICS COMMUNITIES LISTENING ENGAGEMENT ADVOCACY DATA VISUALIZATION COMMERCE UGC CURATION COMPLIANCE COMPETITIVE ANALYTICS MARKETING RESEARCH ADVERTISING COMMERCE CARE unified platformcustomer id | campaign id | content id LEGACY SYSTEMS How do we do it?
- 23. PUBLISHING ADVERTISINGCONTENT MARKETING BUNDLED ANALYTICS ADVANCED ANALYTICS COMMUNITIES LISTENING ENGAGEMENT ADVOCACY DATA VISUALIZATION COMMERCE UGC CURATION COMPLIANCE COMPETITIVE ANALYTICS MARKETING RESEARCH ADVERTISING COMMERCE CARE unified platformcustomer id | campaign id | content id VISUAL LISTENING LISTENING INSIGHTS ENGAGE- MENT ADVOCACY CONTENT PUBLISHING INFLUENCER MARKETING CONTENT MARKETING ASSET MANAGEMENT CAMPAIGNS CONTENT PLANNING PAID MEDIA PLANNER PAID MEDIA ADVERTISING PAID MEDIA REPORTING COMMUNITY CARE CASE MANAGEMENT RATINGS & REVIEWS SHOPPER CONTENT BENCHMARKING REPORTING LOCATION INTELLIGENCE PRODUCT INTELLIGENCE DISPLAY BRAND CARE SELF CARE COMMUNITY CARE AUDIENCE SHOPPABLE GALLERIES SHOPPER COMMENTS LEGACY SYSTEMS A unified platform for social media management.
- 24. advertising research carecommercemarketing Content Planning Content Marketing Influencer Marketing Campaigns Content Publishing Advocacy Listening Insights Display social Content Planning Campaigns Advocacy Content Publishing DistributedListening Insights Display Paid Media Advertising Paid Media Reporting Engagement Asset Management Data Engine Process Engine AutomationAudience ProfileGovernance Integrations API’sCollaboration Mobile Advanced Security Reporting Audience Management Paid Media Planning Paid Media Advertising Paid Media Reporting Listening Insights Display Listening Insights Visual Insights Benchmarking Insights Location Insights Product Insights Display Case Management Brand Care Self Care Community Care Listening Insights Display Shopper Ratings & Reviews Shoppable Galleries Shopper Comments Listening Insights Display Surveys Shopper Content CORE (INCLUDED WITH ALL PRODUCTS AND CLOUDS) Social Consolidate point solutions with a unified system to reach, engage, and listen Functional Add missing capabilities with solutions for a customer-first world Digital Create enterprise CXM by connecting to legacy tech stack experience cloud A unified platform for customer experience management.
- 25. Leveraging Your Happy Customers
- 26. Challenge 1: Identifying and Nurturing Advocates QUANTITY QUALITY Excess time spent on identifying and categorizing value stories Lack of high-quality value stories aligned to the key messages Lack of strong reference pipeline of successful customers SCALE
- 27. The Solution Consistently Create Compelling References Health Scorecards Assess customer health across qualitative and quantitative measures Surveys Identify and act on NPS Promoter Responses with Advanced Outreach Calls to Action Execute cross-functional plays to secure reference
- 28. Challenge 2: Executing Advocacy Process SPEED RELEVANCE Over-using the same customers while others go untapped Poor match between prospect and customer use cases and traits Delays in connecting prospective and successful clients quickly FATIGUE
- 29. The Solution Quickly Execute and Track Advocacy Health Scores Use customer health to identify the pool of referable customers NameDrop Determine ideal references by matching shared characteristics Calls to Action Drive a cross-functional workflow to request, track and log a customer reference
- 30. • Introductions • The Age of the Customer and Implications for your B2B Business • Harnessing Advocate-Driven Growth • Customer Success at Sprinklr • Q&A Agenda
- 31. Team Design Region Customer Size Customer Solution © 2017 Sprinklr, Inc. All rights reserved.
- 32. Use Cases Instrumentation of Process Risk Assessment and ARR Save NPS © 2017 Sprinklr, Inc. All rights reserved.
- 33. Customer Health Scoring © 2017 Sprinklr, Inc. All rights reserved.
- 34. Why Review Gainsight? © 2017 Sprinklr, Inc. All rights reserved.
- 35. © 2017 Sprinklr, Inc. All rights reserved.
- 36. Actually why… © 2017 Sprinklr, Inc. All rights reserved.
- 37. • Introductions • The Age of the Customer and Implications for your B2B Business • Harnessing Advocate-Driven Growth • Customer Success at Sprinklr • Q&A Agenda
- 38. Q&A
Editor's Notes
- It’s never been more important to drive success for your customers. Across industries, across geographies, across portfolios of offerings, companies are finding that they must think differently about their customer and about how they interact with their customer.
- Therefore, companies are turning to Customer Success. Customer Success is defined by three key factors. First, it’s cross-functional in nature. Your sales, services, support, account management, product and other teams need to work in harmony to deliver value to customers. Next, the company needs to have an intense focus on identifying their customer’s desired outcomes, and working in harmony to achieve them. Lastly, Customer Success when done right, can drive exponential growth for your business. Let’s talk about how this happens.
- In working with hundreds of companies, we have helped customers drive new business relationships into successful customers. As expected, this motion leads to ever greater opportunities within the organization. This is the basis for the TSIA lifecycle concept ”Land and Expand”. What was unexpected, though, was that Expansion wasn’t the only lead a successful customer created.
- A successful customer actually creates three new leads: a lead for renewal, a lead for expansion, and a lead for driving new business.
- What is the purpose of a company? You might be thinking awareness, sales, or product. While these things are all important, they are only a means to an end… The purpose of any company – it’s True North – is to make happy customers* From the beginning, Sprinklr’s True North has been to create value for our clients, so they can go on to make their customers happy. *A customer is no longer the person paying for a product or a service. A customer is anyone who touches your brand – this includes your paying customers, but also your investors, your employees, your partners, etc.
- We’ve changed a lot since 2009. From a handful of employees to 1,400. From an office in a spare-bedroom to 23 around the world. From a rainbow worth chasing to a $1.8 billion valuation. But through it all, one thing has stayed the same… We believe the ability to deliver more human and intuitive experiences, at every touchpoint, for every customer – customer experience management (CXM) – is the single most strategic investment for the modern enterprise. We saw that from the start, and built a new class of enterprise software to solve it. Today, 9 out of 10 of the world’s most valuable brands create happy customers with Sprinklr.
- That’s where we come in. Sprinklr is the most complete social media management platform for the enterprise. We help the world’s largest brands do marketing, advertising, research, commerce, and care on Facebook, Twitter, LinkedIn, and 21 other social channels globally – all on one unified platform. It does not replace or uproot a company’s legacy systems, but helps to unearth new value from them and frees once lifeless customer data. When you deploy this platform across the enterprise and integrate legacy customer-facing systems like email, CRM, and the website, you get a system of record for experience that allows employees to collaborate in real time across business units, markets, and departmental silos to reach, engage and listen to customers — at scale.
- Sprinklr’s differentiator is that it was purpose-built for a digital world. And has all the capabilities brands need to do marketing, advertising, research, commerce, and care – all created on the same unified code. Sprinklr gives customer-facing teams what they need to thrive in an un-enterprise world. With influencer marketing, advocacy, and content marketing – marketing becomes a word-of-mouth powerhouse. With media buying, audience segmentation, and always-on campaigns – advertising can see real people with real needs, and reach them across any channel. With product insights, location insights, and market insights – research happens in real time, and drives actionable insights across the organization. With pre- and post-purchase engagement, UGC, ratings and reviews – commerce doesn’t just stop after checkout, but creates long-term value. With brand care, self care, and community care – customer care sustains that value, by always treating the customer right.
- There are certain capabilities you need to function in an un-enterprise world. This much cannot be debated. But for many companies, these capabilities exist as stand-alone tools. Listening, engagement, and advertising on social are completely disconnected. But in that state, how do brands know they’re reaching the right people and saying the right thing? They can’t. Sprinklr is the most complete social media management platform for the enterprise – allowing brands to: Reach, Engage, and Listen to digital customers on one unified platform. One campaign ID. One content ID. One customer ID. A unified system of record for experience.
- How did we do it? From the beginning, Sprinklr was developed on one codebase, as one unified platform made up of flexible 20+ building blocks called modules. The architecture was unique, and so was the idea behind it: that enterprises could view social as an existential threat or an unprecedented opportunity – to create more human connections and deliver a seamless experience to every one of their customers across any channel, every time, at scale.
- Today, our Experience Cloud is being deployed across the enterprise with new solutions that provide the missing capabilities each customer-facing department needs to thrive in a social world where customers are in control. When legacy systems, such as email and CRM, are plugged into Sprinklr’s Experience Cloud, structured customer data that was previously locked away in siloed departments can be enriched with the human context that only social can provide to create a comprehensive view of each customer and a system of record for experience – one that recognizes them not as data points, but as a person. Sprinklr’s Experience Cloud can be broken down into: Experience Cloud for Social: The cornerstone of Sprinklr’s Experience Cloud, consolidate point solutions with a unified platform to reach, engage, and listen to customers and deliver a seamless experience across 24+ social channels. Experience Cloud for Marketing: Provide experiences that matter by understanding and engaging with customers as people, not data points. Deliver compelling content wherever your customers are, and connect with the advocates who can influence them. Experience Cloud for Advertising: Enhance customer experiences through comprehensive paid media planning, integrated audience management, and holistic reporting. Experience Cloud for Research: Translate the voice of your customers into better brand experiences. Capture meaningful, actionable feedback to understand what your customers are saying, why they feel that way, and instantly, empathetically engage. Experience Clodu for Commerce: Unlock the power of social selling by influencing pre- and post-purchase decisions, bringing products to life at every touch point, and gaining valuable customer insights. Experience Cloud for Care: Serve your customers to know your customers and build lasting brand love. Utilize a unified customer view, contextualize conversations, and case management to provide hyper-personal customer care that goes beyond mere service. For first time, the entire enterprise can collaborate on one unified platform for customer experience management (CXM).
- I'm happy to walk through how the team is structured, what we use gainsight for (instrumentation of process, risk assessment and save, NPS) and then what led to review (my love for GS people that have worked with us through the years and the stable solid technology)