How to Align Your Company

Around Customer Success

Sept 17

2014

Roundtable Panel

Housekeeping

• Q&A panel on your right • Recording for colleagues who can’t make it• All attendees will receive slides• Twitter hashtag #customersuccess

B2B organizations with tightly aligned operations achieved 24% faster three-year revenue growth, and 27% faster three-year profit growth

Benefits of Alignment

Your Panelists

Anthony KennadaVP of Marketing

Puja RamaniDirector of Product

Kelly DeHartSr. CSM

1. Why should we align around the customer?

It’s How We’ll Survive

Source: October 10, 2013, “Competitive Strategy In The Age Of The Customer” Forrester report

1900 1960 1990 2010

Age of Manufacturing

Mass manufacturing makes industrial powerhouses successful

Age of Distribution

Global connections and transportation systems make distribution key

Age of Information

Connected PCs and supply chains mean those that control information flow dominate

Age of the Customer

Empowered buyers demand a new level of customer obsession

Beyond

• Ford• Boeing• GE• RCA

• Wal-Mart• Toyota• P&G• UPS

• Amazon• Google• Comcast• Capital One

• Macy’s• Salesforce.com• USAA• Amazon

2. What’s standing in the way of organizational alignment?

76% of US employees work at least part of the time on the go

58% employees spend over an hour a day looking for information and 38% of time is lost duplicating work

3. Who should be the quarterback?

Central Cockpit of All Customer Interactions

4. What role does the rest of the team play?

Sell More As A Team

Market For and Identify Advocacy

Turn Support Delight Into New Revenue

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Guide Product Direction Based on Usage

5. Why does this matter now?

http://www.gainsight.com/

Q&A

You can still make an impact on renewals this year.

Contact your Account Executive or sales@gainsight.com for September specials.

Thank You!