From 760bf3925a21fb91ed848cdb6ef30052dd16ed37 Mon Sep 17 00:00:00 2001 From: Norm Rasmussen Date: Thu, 18 Jan 2024 16:29:34 -0500 Subject: [PATCH] Started my Gainsight cheatsheet for the CS items I need to memorize. Started using the amazing plugin venn.nvim! So nice. --- GainsightCS-to-memorize.md | 70 ++++++++++++++++++++++++++++++++++++++ 1 file changed, 70 insertions(+) create mode 100644 GainsightCS-to-memorize.md diff --git a/GainsightCS-to-memorize.md b/GainsightCS-to-memorize.md new file mode 100644 index 00000000..b3296be1 --- /dev/null +++ b/GainsightCS-to-memorize.md @@ -0,0 +1,70 @@ +# Gainsight CS Cheat Sheet - Memorize all of these items + +## Glossary + +* GRR (Gross Revenue Retention) 90% is best in class, 100% is possible, but unheard of. +* NRR (Net Revenue Retention): 120% goal. In bad economy, 110-115% is more realistic. +* Leading Indicator: Predict future outcomes +* Lagging Indicator: Look at past outcomes +* DEAR Framework: + * Deployment - Is the customer activated? + * Engagement - Is the customer engaged + * Adoption - Is the customer using the product? (Breadth & Depth) + * ROI - Is the customer seeing value? + + +## Customer Journey + +┌────┐ ┌───────┐ ┌─────┐ ┌───────────────────┐ ┌────────┐ ┌─────┐ ┌──────┐ +│Land├───►│Onboard├───►│Adopt├──►│Outcome Realization├───►│Advocate├───►│Renew├──►│Expand│ +└────┘ └───────┘ └─────┘ └───────────────────┘ └────────┘ └─────┘ └──────┘ + +* We utilize Customer Health to: + * Drive Adoption + * Proactively Identify Risk + * Identify Advocates & Upsell Opportunities (Whitespace) + +## Personas ## Charter of Customer Success + + ┌────────────────────────────────────────────────────────────────────────────────────────────┐ ┌───────────────────────────────────────────────────────────────────────────────┐ + │ ┌──────────────┐ │ │ *Strategy & Outcomes* *Adoption Performance* │ + │ │ Chanda - CEO │ │ │ - Verified Outcomes - Breadth & Depth of Adoption │ + │ └─────┬────────┘ │ │ - Mutual Success Plan ◄──────┬────────► - Process Maturity │ + │ │ │ │ - Best Practice Sharing │ - Chairsides & Best Practices │ + │ ┌──────────────────────┬───┴────────────────┬────────────┬────────────┐ │ │ - ROI Analysis │ │ + │ │ │ │ │ │ │ │ ┌─────┴──────┐ │ + │ ┌────┴────┐ ┌────────┴───────────┐ ┌────┴─────┐ ┌────┴────┐ ┌─────┴──────┐│ │ │ NRR & GRR │ │ + │ │Pam - CCO│ │Pria - VP of Product│ │Maya - CMO│ │Ray - CRO│ │Ichiro - CIO││ │ └─────┬──────┘ │ + │ └────┬────┘ └────────┬───────────┘ └──────────┘ └────┬────┘ └────────────┘│ │ │ │ + │ │ │ ┌─────────┴──────────┐ │ │ *Risk Management* │ *Stakeholder Alignment* │ + │ │ ┌─────────┴────────────┐ ┌────────┴──────────┐ ┌───────┴───────┐ │ │ - Flagged Risk ◄──────────┼────────► - Engagement Score/NPS │ + │ │ │Liam - Product Manager│ │Michelle - VP Sales│ │Lucas - Dir. AM│ │ │ - Renewal Risk │ - EBR │ + │ │ └──────────────────────┘ └───────────────────┘ └───────────────┘ │ │ - Sponsor/Admin Change │ - New Stakeholder Engagement │ + │ ┌──────┴────────┬───────────────┬───────────────┐ │ │ - Product Risk │ - Exec Sponsor Tracking │ + │ │ │ │ │ │ │ ▼ │ + │┌──────┴──────┐┌───────┴───────┐┌──────┴──────┐┌───────┴────────┐ │ │ │ + ││Sally - VP CS││Olivia - CS Ops││Peter - VP PS││Jan - Head of CM│ │ │ *Advocacy & Expansion* │ + │└─────┬───────┘└───────────────┘└─────────────┘└────────────────┘ │ │ - CSQA (Advocacy) │ + │ │ │ │ - CSQL (Lead) │ + │┌─────┴──────┐ │ │ - Product Roadmap │ + ││Elaine - CSM│ │ │ │ + │└────────────┘ │ │ │ + └────────────────────────────────────────────────────────────────────────────────────────────┘ └───────────────────────────────────────────────────────────────────────────────┘ + +## CS = CX + CO --> Customer Success combines Customer Experience with Customer Operations + +┌─────────────────────────────────────────────────────────────────────────────────────────────┐ +│ Great Experience :) │ +│ ▲ ┌───────────────────┐ <-- Truly Loyal! │ +│ Accessible │ │Happy & Successful │ │ +│ Not Successful │ │ Drive Growth │ │ +│ Churn Risk │ │ and Advocacy │ │ +│ │ └───────────────────┘ │ +│ Lacking Outcomes ◄─────────────────────┼───────────────────────► Achieving Outcomes │ +│ Not Happy & Not Successful │ Not Happy │ +│ Churn & Detract │ Renew but don't expand │ +│ High Risk │ Trapped │ +│ │ │ +│ ▼ │ +│ Poor Experience :( │ +└─────────────────────────────────────────────────────────────────────────────────────────────┘