Science is all about consistency and repeatability. You know that a stone sinks in water because you can drop one in a pool a thousand times, anywhere in the world, and it will never float. Customer Success is a young movement, but we've reached a critical mass of data where we can start to make predictions—and more importantly—prescriptions for what will work for a company and a customer base and what won't work. Learn how the Science of Customer Success has been established and how to get more scientific in your CS strategy.

3. 2018
Presented by the Gainsight Product Team
The Science of
Customer Success

4. Your Gainsight Team
4
The Science of Customer Success
CEO, Gainsight CCO, Gainsight
NICK MEHTA ALLISON PICKENS

5. 2018
Prescriptive
Customer Success
Based on 500+ Implementations

6. 6
You are not a snowflake.

7. 7
Reactive Insights & Actions Outcomes Transformation
Manage
escalations on a
case-by-case
basis
Turn data into
meaningful actions
across your team
Proactively deliver
customer
outcomes at scale
Rally your entire
company around
the mission of
customer success
Customer Success Maturity Model
80% 92% 87%
106
%
89%
113
% 93%
125
%
Gross Retention Rate Net Retention Rate

8. ELEMENTS
PEOPLE
PROCESSTECHNOLOGY
ELEMENTS ARE GAINSIGHT’S
SOLUTIONS
A prescriptive approach for combining
people, process, and the Gainsight
platform to solve a Customer Success
business challenge.

9. 9
Lm
2
Lifecycle
Management
Cv
1
360° Customer
View
Cx
3
Experience
Health
Co
4
Outcomes
Health
Am
5
Adoption
Management
Sa
9
Stakeholder
Alignment
Rm
6
Renewal
Management
Re
10
Risk Escalation
Em
7
Expansion
Management
Sp
11
Success Planning
Tt
12
Tech Touch
Ae
8
Advocate
Engagement
Su
13
Support
Experience
Pr
15
Product Success
Se
14
Services
Experience
Cs
16
Company
Success
INSIGHTS & ACTIONS TRANSFORMATIONOUTCOMES
THE PERIODIC TABLE OF CUSTOMER SUCCESS
ELEMENTS
GAINSIGHT CUSTOMER SUCCESS PLATFORM

10. 10
360° Customer View Element
Aggregate your customer data
into a holistic view and give
visibility to your entire company.
Cv
1
360° Customer
View

11. 11
Renewal Management Element
Consistently execute on
renewals and develop informed
forecasts.
Rm
6
Renewal
Management

12. 12
Tech Touch Element
Scale up your touch points over
the customer journey with
automation.
Tt
12
Tech Touch

13. 13
Assessing the current state of your
CS operations
COMPANY
ANNUAL
REVENUES
28%
36%
24%
11%
>$500M $100M to
$500M
$25M to
$100M
<$25M
COMPANY
EMPLOYEE
SIZE
20%
29%
18%
33%
>5,000 1,000 to 5,000 500 to 1,000 <500
SOLUTION
TYPE
94%
63%
SaaS On-Prem SW / HW /
PS

14. 14
Lm
2
Lifecycle
Management
Cv
1
360° Customer
View
Cx
3
Experience
Health
Co
4
Outcomes
Health
Am
5
Adoption
Management
Sa
9
Stakeholder
Alignment
Rm
6
Renewal
Management
Re
10
Risk Escalation
Em
7
Expansion
Management
Sp
11
Success Planning
Tt
12
Tech Touch
Ae
8
Advocate
Engagement
Su
13
Support
Experience
Pr
15
Product Success
Se
14
Services
Experience
Cs
16
Company
Success
INSIGHTS & ACTIONS TRANSFORMATIONOUTCOMES
Assessing the current state of your
CS operations
Does it exist?
0
Manual
1
Semi-automated
2
Optimized
3

15. 15
Your current maturity stage: Insights & Actions
Lm
2
Lifecycle
Management
Cv
1
360° Customer
View
Cx
3
Experience
Health
Co
4
Outcomes
Health
Am
5
Adoption
Management
Sa
9
Stakeholder
Alignment
Rm
6
Renewal
Management
Re
10
Risk Escalation
Em
7
Expansion
Management
Sp
11
Success Planning
Tt
12
Tech Touch
Ae
8
Advocate
Engagement
Su
13
Support
Experience
Pr
15
Product Success
Se
14
Services
Experience
Cs
16
Company
Success
INSIGHTS &
ACTIONS
TRANSFORMATIONOUTCOMES
Your current maturity score: 40%
Does not exist Manual Semi-automated Optimized

16. 16
gainsight.com/maturity-model
How do you compare to companies of your size?
What are your strengths and weaknesses?
How do you improve at each CS element?
Get personalized advice from our team.
Take the online Maturity Model quiz