Communication Analysis for Customer Success
22
2014 Gainsight, Inc. All rights reserved. Communication Analysis for Customer Success August 5 2014
-
Upload
gainsight -
Category
Data & Analytics
-
view
110 -
download
2
description
This presentation - Communication Analysis for Customer Success - was presented by Kelly DeHart, Sr. Customer Success Manager at Gainsight and Conor Hickey, Customer Success Manager at Datahug. In this presentation, you’ll see how analysis of customer communication can surface the patterns and trends you need to drive customer success by: - Building out more robust Customer Health Scores - Helping you identify new champions and advocates - Be more efficient with followup and check-in interactions The most successful Enterprise SaaS companies know that growing their business only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue and strengthening relationships within your existing customer base - through smarter engagement, up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
Transcript of Communication Analysis for Customer Success
2014 Gainsight, Inc. All rights reserved.
Communication Analysis for
Customer Success
August 5
2014
2014 Gainsight, Inc. All rights reserved.
Housekeeping
• Q&A panel on your right• Recording for colleagues who couldn’t make
it• Slides will be sent to all attendees• Twitter hashtags:
#customersuccess #relationshipintellignce
2014 Gainsight, Inc. All rights reserved.
Today’s Speakers
Kelly DeHartSr Customer Success Manager
Gainsight
Conor HickeyCustomer Success Manager
Datahug
2014 Gainsight, Inc. All rights reserved.
Agenda
• Communication Breakdown• Datahug’s Relationship Intelligence
Platform• Gainsight’s Customer Success Solution
2014 Gainsight, Inc. All rights reserved.
Introduction
• Why and how to enable communication analysis as part of your health scores and workflow.
• A deeper Way to Measure Customer Engagement
Your Inbox is Overloaded!Your Inbox is Overloaded!
2014 Gainsight, Inc. All rights reserved.
All Your Time is Spent Managing Accounts
All Your Time is Spent Managing Accounts
2014 Gainsight, Inc. All rights reserved.
But Talking To Your Customers is Vital to Your Business
But Talking To Your Customers is Vital to Your Business
2014 Gainsight, Inc. All rights reserved.
Datahug Capabilities
2014 Gainsight, Inc. All rights reserved.
Save time - no more manual CRM data entry1 2 3Accelerate sales with better
contact dataPipeline health check
and predictive analytics
2014 Gainsight, Inc. All rights reserved.
Track Customer RelationshipsCommunication data trapped in inbox and calendar
2014 Gainsight, Inc. All rights reserved.
Manage All ConnectionsOne clean and reliable set of business contacts
2014 Gainsight, Inc. All rights reserved.
Dave BauerVP Sales
Leverage Existing RelationshipsFind the quickest path you already have to decision-makers
2014 Gainsight, Inc. All rights reserved.
All Integrated Into CRMWorks with your existing workflow and pipeline in Salesforce.com
2014 Gainsight, Inc. All rights reserved.
Retain customers to accelerate company growth1 2 3Drive revenue with
upsell and cross-sellTransform transactional
Relationships into partnerships
Our Product Our Company
2014 Gainsight, Inc. All rights reserved.
Customer Health• Indicator of overall relationship with accounts• Predictor of potential renewal and churn
Multiple inputs impact customer health score including:
Overall Usage of Your Product
Growth of The Account ($$ or licenses)
Survey Results
# of Support Calls Marketing Participation(e.g. references)
Invoice History
2014 Gainsight, Inc. All rights reserved.
Datahug Score 20%
Another Lens into Customer HealthEnrich health scores with even more data
2014 Gainsight, Inc. All rights reserved.
Just-in-time InterventionTrigger calls-to-action and actionable playbooks
2014 Gainsight, Inc. All rights reserved.
Viewing Datahug in Customer360
Communication
CommunicationCommunication
Track when all interactions happened
Benefits of New Integrated Solution
Identify most-engaged individuals & pinpoint which accounts are potentially at risk
Follow recommended next-steps to address
customer issues or opportunities
Utilize insights to expand relationships
and drive your retention; ultimately,
boosting revenue
Get more advocates and lower your risk
Ensure your intervention and follow up
work
Efficient and complete
communications
2014 Gainsight, Inc. All rights reserved.
Thanks for listening!
