71 lines
10 KiB
Markdown
71 lines
10 KiB
Markdown
# Gainsight CS Cheat Sheet - Memorize all of these items
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## Glossary
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* DFR (Gross Revenue Retention) 90% is best in class, 100% is possible, but unheard of.
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* NRR (Net Revenue Retention): 120% goal. In bad economy, 110-115% is more realistic.
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* Leading Indicator: Predict future outcomes
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* Lagging Indicator: Look at past outcomes
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* DEAR Framework:
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* Deployment - Is the customer activated?
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* Engagement - Is the customer engaged
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* Adoption - Is the customer using the product? (Breadth & Depth)
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* ROI - Is the customer seeing value?
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## Customer Journey
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┌────┐ ┌───────┐ ┌─────┐ ┌───────────────────┐ ┌────────┐ ┌─────┐ ┌──────┐
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│Land├───►│Onboard├───►│Adopt├──►│Outcome Realization├───►│Advocate├───►│Renew├──►│Expand│
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└────┘ └───────┘ └─────┘ └───────────────────┘ └────────┘ └─────┘ └──────┘
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* We utilize Customer Health to:
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* Drive Adoption
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* Proactively Identify Risk
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* Identify Advocates & Upsell Opportunities (Whitespace)
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## Personas ## Charter of Customer Success
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┌────────────────────────────────────────────────────────────────────────────────────────────┐ ┌───────────────────────────────────────────────────────────────────────────────┐
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│ ┌──────────────┐ │ │ *Strategy & Outcomes* *Adoption Performance* │
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│ │ Chanda - CEO │ │ │ - Verified Outcomes - Breadth & Depth of Adoption │
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│ └─────┬────────┘ │ │ - Mutual Success Plan ◄──────┬────────► - Process Maturity │
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│ │ │ │ - Best Practice Sharing │ - Chairsides & Best Practices │
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│ ┌──────────────────────┬───┴────────────────┬────────────┬────────────┐ │ │ - ROI Analysis │ │
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│ │ │ │ │ │ │ │ ┌─────┴──────┐ │
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│ ┌────┴────┐ ┌────────┴───────────┐ ┌────┴─────┐ ┌────┴────┐ ┌─────┴──────┐│ │ │ NRR & GRR │ │
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│ │Pam - CCO│ │Pria - VP of Product│ │Maya - CMO│ │Ray - CRO│ │Ichiro - CIO││ │ └─────┬──────┘ │
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│ └────┬────┘ └────────┬───────────┘ └──────────┘ └────┬────┘ └────────────┘│ │ │ │
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│ │ │ ┌─────────┴──────────┐ │ │ *Risk Management* │ *Stakeholder Alignment* │
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│ │ ┌─────────┴────────────┐ ┌────────┴──────────┐ ┌───────┴───────┐ │ │ - Flagged Risk ◄──────────┼────────► - Engagement Score/NPS │
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│ │ │Liam - Product Manager│ │Michelle - VP Sales│ │Lucas - Dir. AM│ │ │ - Renewal Risk │ - EBR │
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│ │ └──────────────────────┘ └───────────────────┘ └───────────────┘ │ │ - Sponsor/Admin Change │ - New Stakeholder Engagement │
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│ ┌──────┴────────┬───────────────┬───────────────┐ │ │ - Product Risk │ - Exec Sponsor Tracking │
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│ │ │ │ │ │ │ ▼ │
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│┌──────┴──────┐┌───────┴───────┐┌──────┴──────┐┌───────┴────────┐ │ │ │
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││Sally - VP CS││Olivia - CS Ops││Peter - VP PS││Jan - Head of CM│ │ │ *Advocacy & Expansion* │
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│└─────┬───────┘└───────────────┘└─────────────┘└────────────────┘ │ │ - CSQA (Advocacy) │
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│ │ │ │ - CSQL (Lead) │
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│┌─────┴──────┐ │ │ - Product Roadmap │
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││Elaine - CSM│ │ │ │
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│└────────────┘ │ │ │
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└────────────────────────────────────────────────────────────────────────────────────────────┘ └───────────────────────────────────────────────────────────────────────────────┘
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## CS = CX + CO --> Customer Success combines Customer Experience with Customer Operations
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┌─────────────────────────────────────────────────────────────────────────────────────────────┐
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│ Great Experience :) │
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│ ▲ ┌───────────────────┐ <-- Truly Loyal! │
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│ Accessible │ │Happy & Successful │ │
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│ Not Successful │ │ Drive Growth │ │
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│ Churn Risk │ │ and Advocacy │ │
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│ │ └───────────────────┘ │
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│ Lacking Outcomes ◄─────────────────────┼───────────────────────► Achieving Outcomes │
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│ Not Happy & Not Successful │ Not Happy │
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│ Churn & Detract │ Renew but don't expand │
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│ High Risk │ Trapped │
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│ │ │
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│ ▼ │
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│ Poor Experience :( │
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└─────────────────────────────────────────────────────────────────────────────────────────────┘
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