Gainsight/GainsightCS-to-memorize.md

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 :( │ └─────────────────────────────────────────────────────────────────────────────────────────────┘