The document discusses trends in customer success and provides insights into building a strong customer success program. Some key points include:
1) Customer success drives sales as prospects are talking to existing customers; advocacy is important.
2) For customer success to be effective, it must be a top-down, company-wide priority and cannot remain just a department.
3) The stages of customer success maturity are outlined from reactive to transformational. As companies progress through the stages, key metrics like retention and expansion improve.
4) A periodic table of customer success elements is presented to help standardize a common language for customer success professionals. The elements can be grouped into insights & actions, outcomes, and transformation categories
19. Translated into Japanese and Portuguese
“…more than 2 years after
publication. It’s unusual for a
book to sell so consistently at this
point in its life– most books have
flamed out by this point.”
Maria Martinez
50,000+ COPIES SOLD
21. Insights & Actions
Turn data into meaningful actions
across your team
Outcomes
Proactively deliver customer
outcomes at scale
Transform
Rally your entire company around
the mission of customer success
Stages of Customer Success Maturity
56. Pain Point
It’s a struggle to engage our
successful customers in driving
new business through
references or advocating for us
Gainsight Strategy
Create systems that routinely
identify advocates, mobilize
them to participate in activities
that fuel growth, and track their
participation
AE Element Overview
Impact
New Business
Expansion
Retention
In the Advocate Engagement Element, you will mobilize advocates and keep track of
advocacy events such as sales reference calls, webinar participation, and speaking
engagements
61. Dan Steinman
GM Gainsight EMEA
Easton Taylor
Director of Customer
Success, EMEA
Kevin Shirley
Director of Sales, EMEA
Making Customer Success a
Company-Wide Initiative