Mapping a Customer Journey Isn’t About Happiness Image

Mapping a Customer Journey Isn’t About Happiness

Last month I had the opportunity to join thousands of my fellow Customer Success professionals at Pulse 2018 in San Mateo. Besides the food and networking, I came away from the event with a clear idea of how to better serve my customers here at Liferay. Specifically, attending Pulse reinforced my belief in the power of an “outcome-based” approach to Customer Success and the power of human interaction. When Gainsight and others first began a conversation around Customer Success the business world was understandably focused on making customers happy. While customer happiness is certainly a worthy goal, as time has gone on, the community has come to understand that we owe our customers something more than happiness—we owe them positive outcomes. Why Customer Projects Fail This isn’t a conclusion that we came to without a degree of pain. I’ve personally seen Proofs of Concept (PoCs) or other limited projects where our internal champion is happy, but the projects don’t get expanded or given the resources to succeed. There are two main reasons for this: A clear objective wasn’t defined from the beginning. The champion isn’t able to demonstrate positive ROI to their executives. From IT’s perspective, the measure of success […]

5 min readMay 18, 2018
5 Product Adoption Challenges and How to Solve Them Image

5 Product Adoption Challenges and How to Solve Them

We conducted a survey polling over 200 Customer Success Management (CSM) teams asking about their primary responsibilities. The results were incredibly insightful—and not what we expected. We found there were three types of organizations that emerged: Customer Lifecycle Focused Product/Support Focused Revenue/Sales Focused That’s not what was surprising, however. Here’s what was so interesting to me: all three types of organizations stated that “driving product adoption” was their number-one charter by a very wide margin. Look at the third category: Product Adoption is ahead of even Subscription Renewal in a revenue-focused organization! Clearly adoption is of prime concern to Customer Success leaders with all types of charters. But when I talk to companies, adoption management is done differently almost everywhere. Why has there been so little standardization around best practices for such a mission-critical responsibility? Surely there’s enough data to make evidence-based prescriptions—especially in this key area. That’s why Nick (our CEO) and I decided to get tactical by sharing our perspective on a framework for adoption management and how to operationalize it. In particular, Gainsight’s approach attempts to solve five core problems in operationalizing adoption management. Altogether, they make up our Adoption Management Element. 1. How do I measure and […]

7 min readMay 18, 2018

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How to Calculate 6 Key Customer Success Metrics Image

How to Calculate 6 Key Customer Success Metrics

Metrics are everything. They give you a benchmark to work against. They reveal weaknesses and strengths. They can be your saving grace or ultimate demise when it comes time to prove the ROI of your efforts. When it comes to Customer Success metrics, there are six that you need to have on your radar: Net Renewal Rate (NRR) Gross Renewal Rate (GRR) Expansion Percentage Logo Retention Net Promoter Score (NPS) Cost of Retention Each of these metrics give you a deeper look into your strategy—customer sentiments, internal operations, and the list goes on. They’ll provide insights that will allow you to drive improvement and track your progress along the way. If I only had a formula… You did enough work to get your data, so let us take it from here. Our Customer Success Metrics Calculator eliminates the need to seek out formulas and manually solve them. All you have to do is have your data on hand, plug it into the calculator, click your heels three times, and that’s it! Okay, we were kidding about the last part, but it really is that simple. So let’s link arms and skip off into a world of NPS, NRR, GRR—oh my! […]

7 min readMay 17, 2018
4 Critical Factors to Measure Customers’ Value Realization Image

4 Critical Factors to Measure Customers’ Value Realization

Wednesday, May 23 | 11:00 a.m. PT / 2:00 p.m. ET One of the most fundamental questions you need to understand about each customer—and your client base in general—is, “Are they actually using and engaging with our product?” Based on more than 500 implementations, we’ve distilled the answer to this question down to four factors. Together, they make up the Outcomes Health Element. Sprinklr has adopted this Element in their organization, and the results have been remarkable. Join Colin Burns, Senior Director of Global Client Delight at Sprinklr, and Lauren Kennedy, Client Outcomes Manager at Gainsight, as they break down the four factors of Outcomes Health and how they’ve facilitated improvements in Sprinklr’s client base. In this webinar, you’ll learn: The four measures most highly indicative of value realization

319 registered
How to Achieve the Mythical ‘Single Source of Truth’ to Gain a Holistic Customer View Image

How to Achieve the Mythical ‘Single Source of Truth’ to Gain a Holistic Customer View

Thursday, June 21 | 11:00 a.m. PT / 2:00 p.m. ET Support tickets, services engagements, survey feedback, usage data, community posts, email interactions. The list goes on. Your customer is sending you a wealth of signals, but if you can’t see them all in a digestible way, they’re just noise. The insights (and eventually the customer) will be lost. But there are just too many data inputs to ever truly gain a “single source of truth” for customer health, right? Actually, through more than 500 implementations, we’ve established a best-practices Element for consolidating your customer data into a meaningful view. We call it the 360° Customer View Element. CareerBuilder implemented this Element into their organization and experienced impressive results. Join Heather Hansen, Senior Project Manager of Success and Technology at CareerBuilder, and Tyler McNally, Director of Customer Success at Gainsight, as they explore the 360° Customer View Element and how it enables deeper insights into customer health. In this webinar, you’ll learn: How to achieve an aggregated view of all customer data

777 registered
How to Manage Your Customer Lifecycle From the Customer’s Perspective Image

How to Manage Your Customer Lifecycle From the Customer’s Perspective

The Customer Journey is evolving One of the biggest trends in Customer Success is the move to “outside in” Customer Success. Instead of only focusing on internal metrics (churn, retention, NPS, etc.), the most sophisticated companies are looking from the outside in, starting with the customer’s experience and desired outcomes and working backward. In other words, you are not the protagonist of your customer’s journey. It’s a natural tendency to think of ourselves as the hero, but in Customer Success, we’re an advisor, a guide, and (maybe) a friend. They’re Harry Potter, we’re Professor Dumbledore. Because of this, we’re seeing more and more Customer Success (CS) initiatives aligning with Customer Experience (CX) initiatives. In this vein, many Customer Success leaders are driving or being pulled into Customer Journey projects. That’s the right move, and it’s right in line with my favorite equation: If you’re reading this, you probably have been through a Customer Journey workshop: These can be super fun and can help your company align around your desired customer journey. The consultants that run these often have valuable insights, and almost as often, someone brings donuts! However, too many companies end up with a whiteboard full of great ideas that […]

2 sharesMay 4, 2018
Case Study: Multinational Software & IT Business Image

Case Study: Multinational Software & IT Business

Multinational Software & IT Business Gets Proactive in Risk Escalation, Improves Overall Health of Accounts This Multinational Software & IT Business used the Gainsight Elements framework to advance their Customer Success Maturity. This case study focuses on their adaptation of the Risk Escalation Element, which was customized from Gainsight’s prescriptive approach to address the specific needs of the company.

751 downloads
How Gainsight Support Uses Gainsight (And Why You Should, Too) Image

How Gainsight Support Uses Gainsight (And Why You Should, Too)

A common question we hear from customers and prospects all of the time is, "How does your Support team use Gainsight? At Gainsight, Allison Pickens, our Chief Customer Officer, owns the Customer Success Organization, which includes Onboarding, Services, Client Outcomes, Technical Account Managers, Customer Support, and Operations. Customer Success is not a siloed department but rather a movement which extends to all areas of the business. Our Customer Support teams handle a variety of tasks, including break-fix, how-to questions, manual upgrades, and much more. Gainsight segments our customers into three groups. Currently we offer Standard, Premier, and Elite support packages. Additional packages include things like a dedicated point of contact, expedited SLAs, and extended support hours. We have Support Management located throughout the world focused on driving excellence around the clock. Within our management team we each have roles and responsibilities that align to both overall company objectives and specific team objectives as well. For example, my responsibilities include driving metrics across the entire Support team while being specifically responsible for the entire Premier Support portfolio of customers. This allows us to drive both strategic and tactical objectives as they come up. So, why should you use Gainsight? If you […]

18 min readMay 9, 2018
Case Study: Software & Advisory Services Provider Image

Case Study: Software & Advisory Services Provider

Software & Advisory Services Provider Revamps Customer Journey and Improves CSAT by 10% and Net Retention by 20% This Software & Advisory Services Provider used the Gainsight Elements framework to advance their Customer Success Maturity from Insights & Actions to Outcomes. This case study focuses on their adaptation of the Stakeholder Alignment & Success Planning Elements, which were customized from Gainsight’s prescriptive approach to address the specific needs of the company.

733 downloads
Case Study: Digital Experience Platform Image

Case Study: Digital Experience Platform

Digital Experience Platform Builds Trust Among Customers With Holiday Readiness Program This Digital Experience Platform used the Gainsight Elements framework to advance their Customer Success Maturity. This case study focuses on their adoption of the Experience Health Element, which was customized from Gainsight’s prescriptive approach to address the specific needs of the company.

738 downloads
Case Study: Online Employment Website Image

Case Study: Online Employment Website

Online Employment Website Builds A New Home for CSMs and a Single View of Their Customers This Online Employment Website used the Gainsight Elements framework to advance their Customer Success Maturity. This case study focuses on their adoption of the Customer 360o View Element, which was customized from Gainsight’s prescriptive approach to address the specific needs of the company.

733 downloads