Risk Management: Health scoring and Code Reds
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Pulse Conference 2015
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Risk Management: Health scoring and Code Reds
- 1. ©2015 Gainsight. All Rights Reserved. Risk Management: Health Scoring & Code Red
- 2. ©2015 Gainsight. All Rights Reserved. VP, Customer Success INSERT YOUR PHOTO HERE INSERT YOUR PHOTO HERE INSERT OR TYPE YOUR COMPANY NAME HERE INSERT OR TYPE YOUR COMPANY NAME HERE Pat Kelly Sylvia Kainz VP, Business Ops John Tewfik VP, Customer Success
- 3. ©2015 Gainsight. All Rights Reserved. Brainshark: Customer Health Score Components Usage Data CSM Assessment Data Engagement Data CSM Score
- 4. ©2015 Gainsight. All Rights Reserved. Brainshark: Customer Health Score Components Usage Data CSM Score Engagement Data CSM Assessment Data Alerts/Alerts/ CTAsCTAs Alerts/Alerts/ CTAsCTAs MetricsMetricsMetricsMetrics
- 5. ©2015 Gainsight. All Rights Reserved. Brainshark: Metrics
- 6. ©2015 Gainsight. All Rights Reserved. Brainshark: Metrics
- 7. ©2015 Gainsight. All Rights Reserved. Brainshark: Metrics
- 8. ©2015 Gainsight. All Rights Reserved. Brainshark: Metrics 97.1%97.1% SatisfactionSatisfaction RateRate
- 9. ©2015 Gainsight. All Rights Reserved. InsideView: Scorecards Evolution Introduced Scorecards ~12 months ago with one purpose Predictability of renewal for our smallest customer segment Track relationship between Usage and Engagement (Scorecard) AB CD
- 10. ©2015 Gainsight. All Rights Reserved. InsideView: Scorecards Evolution Now: Using Scorecard to measure the “Pulse of the Customers” Meaningful conversation in the past 30-60 days CSMs understanding of Sales and Marketing organization Upsell/Cross Sell opportunities explored with AE ROI analysis demonstrated Number of Persona deployments Number of Director+ relationships
- 11. ©2015 Gainsight. All Rights Reserved. AppNeta: Score Card Use Case Filter
- 12. ©2015 Gainsight. All Rights Reserved. AppNeta: Score Card Filtering by Use Case Definition Product Purchase InfoProduct Purchase Info Product UsageProduct Usage Customer FeedbackCustomer Feedback
- 13. ©2015 Gainsight. All Rights Reserved. AppNeta: Use Case Filter Applied to Score Card Primary Metrics
- 14. ©2015 Gainsight. All Rights Reserved. CODE RED
- 15. ©2015 Gainsight. All Rights Reserved. Brainshark: Code Red – Action Plan
- 16. ©2015 Gainsight. All Rights Reserved. Application Adoption Application Adoption Resource Adoption Resource Adoption CSM Assessment CSM Assessment Brainshark: Customer Health Score Elements CSM Score
- 17. ©2015 Gainsight. All Rights Reserved. InsideView: Scorecards 2.0 Predictive: What if we can prevent Code Reds and ultimately Churn from happening?
- 18. ©2015 Gainsight. All Rights Reserved. TAKE AWAYS
- 19. ©2015 Gainsight. All Rights Reserved. Scorecards Take Aways Experiment and adjust fast (agile) Don’t try to be perfect from the beginning Pull together all aspects of Customer Engagement Use Scorecard to provide the overview into your customer’s health Engagement, Usage, Support Cases, NPS….and more Set up CTAs and Code Reds in your Cockpit to make the CSM your Customer Advocate (not your Customer Data Collector) Sync to SFDC chatter
- 20. ©2015 Gainsight. All Rights Reserved. Areas To Think About Run with Scorecards and Revisit 1x a Year, Analyze a Sub-Set Communicate the system isn’t foolproof – Customers still slip through Do everything you can to have a client relationship, Executive Sponsor Clearly define CTA process up-front and work on refining thresholds Distribute CTAs throughout the week, balance workload of CSMs
- 21. ©2015 Gainsight. All Rights Reserved. THANK YOU
Editor's Notes
- 80% of our customers stickiness can be explained by good usage. How can we improve on the other 20%? Big data approach measuring ‘engagement’ Ignore D customers, biggest impact/quick win with C customers where engagement is not good, but could be better and usage is good. For C customer, let’s have our learning organization involved, let’s evaluate how we deploy etc. From a Customer Success point of view, focus on B customer: Biggest bang for the buck
- Why is this different? Different as CSMs are not solely focused on renewal, but on engaging with the customer along the lifecycle. Initially had 19 measures, now condensed to 6 measures But there could be others (but automate the heck out of it)
- What goes into the score – integration of systems – weighting – alerting process
- Code Red is when we bring in the big guns (executive attention) So, what’s next> Scorecard 2.0 will address predictive insights about our customer an help make the CSM focus on what really drives our customer relationship; currently we are partnering with another provider to bring a big data approach to renewals. Pulling our predictive insights into the scorecard to help focus the CSM on customer success. Prevention of Code Red is critical. How do we do this? What if they don’t need to rate 6 measures anymore? What if our predictive approach is ‘better’ than the CSM in evaluating the health of our customer? If we free up the CSM from logging all the data and tell him ahead of time what may happen based on an ‘ideal’ customer behavior, we won’t have a Code Red. We will proactively manage to address customer issues before a Code Red happens. Imaging how much time it would free up from the CSM, executives and the rest of the organization! Relentless transparency Open accountability Fearless execution
- Start with Baby steps, build out as your thinking around customer engagement becomes more mature and your CSMs really get used to this process (change management)
- Start with Baby steps, build out as your thinking around customer engagement becomes more mature and your CSMs really get used to this process (change management)