Risk Management: Health scoring and Code Reds
Transcript of Risk Management: Health scoring and Code Reds
©2015 Gainsight. All Rights Reserved.VP, Customer Success
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Pat Kelly Sylvia KainzVP, Business Ops
John TewfikVP, Customer Success
©2015 Gainsight. All Rights Reserved.
Brainshark: Customer Health Score Components
Usage Data
CSM Assessment Data
Engagement
Data
CSM Score
©2015 Gainsight. All Rights Reserved.
Brainshark: Customer Health Score Components
Usage Data
CSM Score
Engagement
Data
CSM Assessment Data
Alerts/Alerts/CTAsCTAsAlerts/Alerts/CTAsCTAs MetricsMetricsMetricsMetrics
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Brainshark: Metrics
97.1% 97.1% Satisfaction Satisfaction
RateRate
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InsideView: Scorecards Evolution
Introduced Scorecards ~12 months ago with one purpose Predictability of renewal for our smallest customer segment Track relationship between Usage and Engagement (Scorecard)
AB
CD
©2015 Gainsight. All Rights Reserved.
InsideView: Scorecards Evolution
Now: Using Scorecard to measure the “Pulse of the Customers”
Meaningful conversation in the past 30-60 days
CSMs understanding of Sales and Marketing organization
Upsell/Cross Sell opportunities explored with AE
ROI analysis demonstrated
Number of Persona deployments
Number of Director+ relationships
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AppNeta: Score Card Filtering by Use Case Definition
Product Purchase InfoProduct Purchase Info
Product UsageProduct Usage
Customer FeedbackCustomer Feedback
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AppNeta: Use Case Filter Applied to Score Card Primary Metrics
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Application
Adoption
Application
Adoption
Resource AdoptionResource Adoption
CSM Assessme
nt
CSM Assessme
nt
Brainshark: Customer Health Score Elements
CSM Score
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InsideView: Scorecards 2.0 Predictive: What if we can prevent Code Reds and ultimately Churn
from happening?
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Scorecards Take Aways
Experiment and adjust fast (agile)
Don’t try to be perfect from the beginning
Pull together all aspects of Customer Engagement
Use Scorecard to provide the overview into your customer’s health
Engagement, Usage, Support Cases, NPS….and more
Set up CTAs and Code Reds in your Cockpit to make the CSM your
Customer Advocate (not your Customer Data Collector)
Sync to SFDC chatter
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Areas To Think About
Run with Scorecards and Revisit 1x a Year, Analyze a Sub-Set
Communicate the system isn’t foolproof – Customers still slip through
Do everything you can to have a client relationship, Executive Sponsor
Clearly define CTA process up-front and work on refining thresholds
Distribute CTAs throughout the week, balance workload of CSMs