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Working Cross-Functionally at Gainsight

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By Rebecca Olson, Gainsight
Jami Zakem, VP AM at Yelp
Sharad Mohan, CCO at Vend

Presented at Pulse Conference 2015.

Veröffentlicht in: Technologie
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Working Cross-Functionally at Gainsight

  1. 1. ©2015 Gainsight. All Rights Reserved. Working Cross-Functionally at Gainsight Julia Guyadeen CS Ops Barr Moses Business Ops
  2. 2. ©2015 Gainsight. All Rights Reserved. Customer Success is a company-wide responsibility The Claim
  3. 3. ©2015 Gainsight. All Rights Reserved. CSMs are accountable for satisfaction and retention, yet do not control the full experience The Challenge
  4. 4. ©2015 Gainsight. All Rights Reserved. CSMs can influence the entire customer life cycle The Opportunity
  5. 5. ©2015 Gainsight. All Rights Reserved. Why is aligning cross- functionally challenging?
  6. 6. ©2015 Gainsight. All Rights Reserved. Different metrics and skills
  7. 7. ©2015 Gainsight. All Rights Reserved. Different customer stakeholders
  8. 8. ©2015 Gainsight. All Rights Reserved. Different geographies
  9. 9. ©2015 Gainsight. All Rights Reserved. Lack of clear ownership
  10. 10. ©2015 Gainsight. All Rights Reserved. How are we driving better coordination across teams?
  11. 11. ©2015 Gainsight. All Rights Reserved. What Helped at Gainsight? Clear ownership using RACI Documented knowledge transfers CTAs to inform CSMs of risks Consolidated information in C360 1 2 3 4
  12. 12. ©2015 Gainsight. All Rights Reserved. RACI Framework Responsible Accountable Consulted Informed “I am on the hook to make this happen” “The buck stops with me” “My opinion matters” “I am aware of the results and implications”
  13. 13. ©2015 Gainsight. All Rights Reserved. Example RACI Table Implementation Kick-off Roll-out Training Support issue CSM C, I R, A C, I Services R, A C, I I Sales I Support I A, R Responsible Accountable Consulted Informed
  14. 14. ©2015 Gainsight. All Rights Reserved. GAINSIGHT DEEP-DIVE Barr Moses Business Ops
  15. 15. ©2015 Gainsight. All Rights Reserved. Deliver Outstanding Customer Experience Customer Success Services SupportSales
  16. 16. ©2015 Gainsight. All Rights Reserved. Working Cross-Functionally • Knowledge transfer • Visibility • Communication Sales Services Support
  17. 17. ©2015 Gainsight. All Rights Reserved. Common Situation #1 “The customer was upset during kick-off because we asked them the same questions that the Sales team had asked them before.” Frustrated CSM Sales
  18. 18. ©2015 Gainsight. All Rights Reserved. • Identify key customer information • Questionnaire for Sales team • Information captured in C360 Knowledge Transfer Sales
  19. 19. ©2015 Gainsight. All Rights Reserved. Customer Information that CSMs Need • Motivation for buying our product • Features most interested in • On-boarding package • Key contacts Sales
  20. 20. ©2015 Gainsight. All Rights Reserved. Required Questionnaire on SFDC Sales
  21. 21. ©2015 Gainsight. All Rights Reserved. Information Accessible in C360 Customer360 in Gainsight Opportunity page in Salesforce Sales
  22. 22. ©2015 Gainsight. All Rights Reserved. Information Accessible in C360 Sales
  23. 23. ©2015 Gainsight. All Rights Reserved. Common Situation #2 “I am not sure what has already been implemented for this customer.” Frustrated CSM Services
  24. 24. ©2015 Gainsight. All Rights Reserved. • Track on-boarding projects • Identify when to engage • Know how to act Visibility Services
  25. 25. ©2015 Gainsight. All Rights Reserved. Track Projects in C360 Keep CSMs informed on critical issues Services
  26. 26. ©2015 Gainsight. All Rights Reserved. Identify When to Engage 1 Risks Hand-offs Training Calls-To-Action to alert on: 2 3 Services
  27. 27. ©2015 Gainsight. All Rights Reserved. Know How to Act CSM Playbook Services
  28. 28. ©2015 Gainsight. All Rights Reserved. Common Situation #3 “This customer has been having Support issues for months now, but I am not sure what they are struggling with.” Frustrated CSM Support
  29. 29. ©2015 Gainsight. All Rights Reserved. • Understand Support risks • Identify when to escalate • Know how to act Communication Support
  30. 30. ©2015 Gainsight. All Rights Reserved. Warning Signs Priority Duration Volume Urgent ticket opens Ticket open for 3 weeks 3+ tickets opened in 1 week Support
  31. 31. ©2015 Gainsight. All Rights Reserved. Know How to Act Support CSM Playbook
  32. 32. ©2015 Gainsight. All Rights Reserved. Speed Up Communication in C360 Support Chatter about a Support issue in Customer360
  33. 33. ©2015 Gainsight. All Rights Reserved. Working Cross-Functionally • Knowledge transfer • Visibility • Communication Sales Services Support
  34. 34. ©2015 Gainsight. All Rights Reserved. Working Cross-Functionally • Deliver outstanding customer experience • Customer Success is uniquely positioned to drive cross-functional coordination • Use Gainsight to operationalize
  35. 35. ©2015 Gainsight. All Rights Reserved. THANK YOU

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