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https://gainsight.app.box.com/v/pulse-2018-slides/file/287544979441

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https://gainsight.app.box.com/v/pulse-2018-slides/file/287029363026

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https://gainsight.app.box.com/v/pulse-2018-slides/file/287544979843

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(Re)Launching Customer Success at a Younger Company.pdf

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https://gainsight.app.box.com/v/pulse-2018-slides/file/287031479823

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Designing for Customer Success - Setting up CS in an Established Company.pdf

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Health score based on contracts, financial, implementation, support, engagement and product utilization. -Jill

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Health score based on contracts, financial, implementation, support, engagement and product utilization. -Jill

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$2.5 mil per CSM by 2019 and holds steady there through 2022.

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$2.5 mil per CSM by 2019 and holds steady there through 2022.

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-Jill

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Customer Success drives adoption.

CS builds long-term loyalty

-Jill

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TimeTrader - Customer can request time on CSM's calendar inside the product and everything is logged

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TimeTrader - Customer can request time on CSM's calendar inside the product and everything is logged

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Qualify growth or risk opportunities based on health triggers.

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Why isn't our health score automated? Can we connect engagement to health? -Jill

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Why isn't our health score automated? Can we connect engagement to health? -Jill

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Where would our customers fall in the high touch, low touch and tech touch areas? How many of each do we have? -Jill

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Where would our customers fall in the high touch, low touch and tech touch areas? How many of each do we have? -Jill

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Low touch, no support directly from a CSM.

Tech Touch means no IM, automation in SF/GS, LMS, etc.

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https://gainsight.app.box.com/v/pulse-2018-slides/file/287358132584

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what are some success metrics and how are they different for the 3 different CS roles (implementation spec., CS specialty, support specialist)

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what are some success metrics and how are they different for the 3 different CS roles (implementation spec., CS specialty, support specialist)

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IM specialist:
implementation NPS score
Get people through launch as efficiently and effectively as possible

CS
overall renewal rate
NPS

support:
satisfaction w resolutions

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How do you help your team stay proactive - away from "putting out fires"

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How do you help your team stay proactive - away from "putting out fires"

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confidence and understanding to illuminate the path

more comfortable activating out ahead

time element:   help customers understand what channels they have available to them for diff types of fires

figure out and diagnose - is it product? relationship? training?   diff escalation paths
example: great online training but no one takes it - so every IM part of P2 objective has to deliver specific training report to check that the user has accessed the training

do a lot upstream to prevent downstream fires

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Implementation
customer success
and a 3rd role

each has specific mind set / role / expected outcomes

Improved implementation experience

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Little bit sticking out over the water. Lots of ice underneath, hidden.

Thinking about CSMs with clients, the little bit is how much face time, but the mass beneath is the mass preparation, touches, time dedicated time.

A client doesn't want a waste of time.

CSMs is not based on money as a valuable Customer. Its retention, time and energy that is the value.

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What phase is your org in?
Where customers are coming from?

Need simple to articulate who was where and what's next

each phase has distinct outcome

clearly defined what you want customer to achieve

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Align / paint the picture/ track, measure, celebrate

Does Max know what we do? All of the

simple ,trackable, meaningful metrics - re-orient how you are measuring successful implementations

# data[].attributes.body
https://gainsight.app.box.com/v/pulse-2018-slides/file/287370867742

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Good data available to the CSMs in order to achieve green for customer success. -Jill

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Good data available to the CSMs in order to achieve green for customer success. -Jill

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Where did your organization run into the most resistance?

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Where did your organization run into the most resistance?

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sales & services

they have the most change - so = most resistance

each of them have tried to solve this issue before - each team doing a little bit but now have a horizontal team

team is unifying approach

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When structuring CS in an established business, how are you retraining your customers behavior? How adid you get them to buy in?

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When structuring CS in an established business, how are you retraining your customers behavior? How adid you get them to buy in?

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Very defined program - outlines what we are going to do and how we will engage and what the path looks like and we know what success looks like

buy in is internally

roadshows/ branding / success stories

biggest fight was internal - customers are asking "make me successful"

Joint score card- way to communicate our colors and lots of discussion

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When structuring CS in an established business, how are you retraining your customers behavior? How adid 

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When structuring CS in an established business, how are you retraining your customers behavior? How adid 

# data[].attributes.headline
When structuring CS in an established business, how are you

# data[].attributes.subject
When structuring CS in an established business, how are you

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Use your data to tell the story
Start with what you have - this will influence cleaning up data over the system
We did thiis! YAY CS pioneers!!

What's the trend of the data, not the absolute value?

correlate the data to the actions you are taking -

SHOW THE IMPACT

customer success doe not mean the same thing for every customer segment

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No universal formula for customer health.

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No universal formula for customer health.

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What is the customer success with us?
See CS Scorecard for Hitachi.
-Jill

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worked with marketing team to get the whole time around
"proactive, personal, proven: kronos customer success"
gels everyone together around this idea

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Video of what does happy customer mean to me?
Internalizing
decals / stickers / part of on boarding - goes in employee signature

Branding
100% happy customer certified

This is the internal work

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LOVE THIS IDEA!

Company wide "Happy Customers Cerification with a ne mployee awards programs and branding.

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Obviously Visuals are changed to support the CSM mindset

Education with team members on what is CSM

Brand and Market to show off CSM success

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Departments in Silos
Lack of alignment
CSM is an extenstion of support
What is retention?
We have "done" software before
I don't have a customer facing role

Transformation doesn't happen unless there is a culture that's willing and able to embrace it

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Win in business by being human first. -Jill

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Win in business by being human first. -Jill

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It has to be part of our culture at Illuminate.

CSM is not the job of one tea, it is a philosophy and is shared by all employees.

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1. Clearly define your probelms before you solve them

2. When testing and puloting at scale always have an exit strategy

3. Stick with something long enough to fix what's broken and evaluate success

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We don't do renewals we have strong contracts

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We don't do renewals we have strong contracts

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Problems included frequent handoffs, not responsive, not proactive, and high turnover ofAMs

Redefined Values, Values, Service Tier models, Roles/Responsiblities, Comp Model (Salary/OKS) and Enablement/Tools

Training, CS Platform Rules, Playbooks for CSMs to use!

Sounds like.....

CSMs are deep in operations, rep product management, knowledge management (like BAs), translating the voice of the Customer, etc.

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We don't do renewals we have strong contracts

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We don't do renewals we have strong contracts

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CS is not all about you and that clients are yours. @Kronos shares that model starts with our customers at the center of everything we do, and CS is a #mindset, not a department.

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https://gainsight.app.box.com/v/pulse-2018-slides/file/28754535436