Embedded Analytics in Customer Success

Editor's Notes

• #34: At Gainsight, our goal is to provide technology to help analyze and automate the entire lifecycle of Customer Success and Account management – all from within the Salesforce.com system you use today. Our customers typically start with our Retention Management module, which leverages all of the data you have about customers in terms of product usage/adoption, support interaction, survey scores, contract information and payment information to give you early warnings about customers at-risk – so you can take action before it’s too late. Retention Management provides a success pipeline for CSMs / AMs to get alerted about customers at risk and then assemble and track an action plan to bring them back to health. After solving the pressing need of at-risk customers, our customers often next leverage our Adoption Management module to view individual customers in terms of usage / adoption across key performance indicators, benchmark them against other customers, build client scorecards and compare metrics to key milestones (e.g., go-live, training) in the customer lifecycle. Customers use our Lifetime Revenue Management module to analyze the full revenue stream of customers across their lifetime, breaking down changes in customer revenue owing to new business, up-sells, down-sells, price increases, price decreases and churn. Companies can look at this data for individual customers or across all customers. Gainsight includes a Feedback Management module to allow CSMs and executives to measure customers satisfaction, leveraging the NetPromoter methodology and/or custom surveys. Surveys can be created, delivered and analyzed. In addition, since Gainsight runs in Salesforce.com, survey responses can be analyzed against any SFDC data including customer revenue or contact role (e.g., survey scores by decision makers). Finally, customers can combine Feedback Management and Retention Management to automatically create alerts based upon survey feedback. For example, CSMs can immediately be alerted when decision makers in customers fill out a survey with a Detractor response, while Customer Reference Marketing could get a notification when customers fill out a survey with a Promoter response. Finally, the Gainsight Growth module allows CSM teams to collaborate with Sales teams to identify up-sell opportunities. Up-Sell alerts can notify sales and CSM teams when customers hit license threshholds or other indicators for add-on. Our Adoption reports gives you a birds eye of active customers that are ripe for purchase. And our Renewal Dashboard helps you identify upcoming customer renewals and the health and risk of each renewal. Through all of the modules, the Gainsight platform includes two key components: Customer360 – we leverage our predictive analytics technology to capture, integrate and analyze all of the sources of data you have about your clients Playbooks – our Playbooks workflow technology allows you to define standard interventions for customers based upon scenarios (e.g., what to do when a customer hasn’t logged in for a month)
• #36: Segment integration is in beta; Middle stack is in beta and GA when we complete SFC security review (should be October) Right stack is GA now with incremental enhancements to extend middle stack value
• #37: (QBR, Best Practices, etc.) (early warning, adoption, etc. (nurture, webinars, etc.)