Customer Success, Take Two › pulse › 2017 › recap › assets... · Customer Lifecycle Drive...
Transcript of Customer Success, Take Two › pulse › 2017 › recap › assets... · Customer Lifecycle Drive...
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Customer Success, Take TwoWhat I Learned Building my Customer Success Team Again
RACHEL ORSTON
UserIQ
JENNIFER DEARMAN
Kronos
CATHERINE BLACKMORE
Oracle
#Pulse2017
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How has CS evolved over the past couple of years?
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Customer Success
TransformationFramework
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DISCOVERY – Focusonuncoveringpotentialgaps&barriersyouhave.Beginwithanunderstandingofyourcapabilities.Understandyourcustomers.
• As-isprocessmapping• Customerjourneymapping• VoiceoftheCustomerresearch• OrganizationalCapabilityAssessments
ALIGNMENT – Begindefiningthefuturestatebasedonkeyobjectives.Prepareforthechangethatwilloccurwithinyourorganization.
• Purposedefinition• KPIsandtargets• Executivebuy-in• Programframeworkdefinition• Communications/changeplanning• Cross-functionalalignmentandagreements
INTEGRATION – Workonaligningyourorganization,updateandstandardizetools,data,andprocesses,&definethenecessaryorganizationcompetencies&structurestodeliver&execute.
People•Definedcompetencies•Standardizedrolesandlevels•Careermaps•Awardsandrecognition•StretchAssignmentProgram
Process(Risk,Renewal,Relationship)•ProcessesandProgramsCriticalToRetainingtheCustomerAccountHealth|CriticalAccounts|EscalationandRemediation|LossReviews|Adoptionprograms•ProcessesandProgramsCriticalToRetainingandGrowingRevenueForecastCalls|RenewalsPlays|ClosePlans|RenewalHealth•ProcessesandProgramsforBuildingRelationshipsandAdvocacyExecutiveSponsorshipProgram|QBRs|Advocacyprogram
Technology•Valuemanagement•CSMmanagement•Healthmonitoring•Adoptionmonitoring•Customerintelligence•Renewalsmanagement•Customercommunications•Customerself-service
SUSTAINABILITY – Monitorforoperationalrigor.Evaluateperformanceandoutcomesanditerateforcontinuousimprovement.
• Dataanalyticsandreporting • Compliancemonitoring • OngoingPortfoliomanagement
CustomerSuccess
Transformation
Framework
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How do you take everything you learned at Pulse and put it into a plan?
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How we’ve prepared
Success Reports
Kronos Customer Success
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Operationalize Customer Lifecycle
Drive Continuous
Value
Manage Customer
Risk
Influence Growth and Advocacy
• Customerjourneyiswell-definedandunderstood• Comprehensiveadvocacyprogramisinplace• CustomerSuccesscontributiontoinfluencingrevenue
andadvocacyisunderstood• Crossfunctionalvisibilityandaccountabilitymodelisin
place
Optimizing
3 -6
MO
NTH
S6
-18
MO
NTH
S18
–24
MO
NTH
S
• Executetechnologyanddigitalroadmapsforscale• Enrichhappinessscoreandrefineplaybooks• Createsharedadvocacygoalswithmarketing• Developplaybookstoidentifygrowthopportunities• Expandvaluediscussionsaroundusage,complianceand
performance
Performing
• Implementbaselineengagementmodels• Developtechnologyanddigitalroadmaps• Createinitialcustomerhappinessscore• Identifyinitialprogrammetricsandbeginmeasurement• Providesaleswithdatausefulfordrivingaccountgrowth
andadvocacy
Developing
Kronos Customer Success Maturity Model
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As CS has grown into mature discipline, do you feel it has become more of a silo or cross-functional effort?
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jd
Sales TeamUnderstands your business
challenges and identifies the best Kronos solutions to solve them
Customer SuccessYour advocate to help you realize
continuous value from your investment and achieve your business outcomes
Global SupportProvides timely technical help and
guidance in solving product issues to minimize the impact to your business
Kronos CommunityAlways-on access to content, how-to articles, training and discussions, and a connection to other Kronos customers
Product TeamDeveloping new value-add product features and functions based on your feedback and with your needs in mind
Services TeamsYour implementation and education partners focused on delivering smart value fast to meet your business needs
Our model starts with our customers at the center of everything we do
Kronos Customer Success
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Customer Success
Framework
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What are data challenges when trying to get one source of truth across customers?
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As a 2nd timer, what do you look for in your CSMs? Has the standard/profile changed?