When Customer Success has a limited scope at a company, it likewise limits the scope of the outcomes that company can consistently deliver. If the Customer Success begins after onboarding and ends before renewal, what sort of effect can your CSM efforts have on customer outcomes? It's absolutely critical that your success planning strategy encompass the whole lifecycle—end-to-end. And that's just for starters. In this session, you'll learn best-practices methods for understanding customer goals, defining them in concrete terms, and building a scalable strategy to deliver on them.
Youth Involvement in an Innovative Coconut Value Chain by Mwalimu Menza
How to Build an End-to-End Process for Defining and Delivering on Outcomes
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8
Melanie Brittingham
Customer Success Manager
How to Build an End-to-End Process
for Defining and Delivering Outcomes
Chris Eastman
Sr. Staff Customer Success
Manager
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PRESCRIPTIVE EXECUTION, SUPPORTED BY TECHNOLOGY
Prescriptive approaches, aligned to the
customer lifecycle
INSIGHTS & REPORTS
Visibility into account health and
risks
OBJECTIVES & CTAsSUCCESS PLANS & PLAYBOOKS
Execution management and tracking
Automated in Gainsight Customer Success Platform
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Retention Plan Adoption Plan Expansion Plan
Success Plan
Types
Risk Registry
Preparation
Performance
Renewal
New
Advocacy
Playbooks
Commercial, Product, Project, Support,
Adoption
Governance, Outcomes,
Communications, Training, Utilization
Service Renewal, Software Renewal
Software Expansion, Software
Migration
Success Story
Scenario
For all High, Medium and Low value
customers to execute
retention/remediation activities.
For High and Medium value customers
with a paid engagement to define and
deliver against adoption goals.
Executing these activities with
unpaid/contracted engagements
requires approval.
For all High, Medium and Low value
customers to execute renewal,
expansion, or advocacy opportunities.
When
Define key steps to mitigating
commercial, project, product, support,
or adoption health concerns- leverage
when account health is at risk.
Define key steps to mitigating adoption
and outcomes concerns- leverage when
Assessing/Tracking Performance
Define key steps to renewing existing
subscriptions, identifying new
opportunities for growth, or success
stories- leverage when account health
is healthy
SUCCESS PLANS DEFINE WHICH PLAYBOOKS TO USE
Retention, adoption and expansion plans prescribe standard operating procedures
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Increase Production Efficiency by 5% YOY
Decrease
Equipment
Downtime
Improve Operator
Productivity
Improve Site
Performance
Losses
Improve Yield /
Reduce
Waste & Rework
ObjectivesTasks
Improve Visibility to
Downtime Data
Collect Data
Automatically from
Legacy Equipment
Improve Predictive
Maintenance
Capability
Train Operators on
How to Leverage
Productivity Solutions
Train Operators on
How to Leverage
Productivity Solutions
Train Management on
How to Leverage
Productivity Solutions
Reduce Amount of
Manual Entry /
Improve Automation
Improve Overall
Awareness Across
Teams and Functions
Increase visibility to
clean-in-place
Create Standardized
Work Processes
Improve Process
Control
Reduce Material
Shortages
Improve Processes to
Setup Equipment
Properly
Improve Raw Material
Variability
Reduce Losses in
Changeover
Improve Process
Control
Reduce Material,
Personnel, Machine
Variability
Improve Visibility to
Process
OUTCOMES VALIDATION1
Defined SMART goals for future software implementations/POCs
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GE Digital has simplified approach to Adoption Readiness Assessment Surveys:
PowerPoint → Operationalizing in Gainsight
ADOPTION READINESS ASSESSMENT2
Helped account to understand adoption readiness compared to software
implementation best practices
Activated Survey via Gainsight CTA Emailed survey to account Facilitated survey completion &
receive scorecard as Gainsight CTAs
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OUTCOME ATTAINMENT & VALUE REALIZATION3
Tracking improvement of key performance indicators via governance reviews
18. CASE STUDY RESULTS
ACTIONS RECAP
Remediated risks and converted account from
Red to green across 5 key health measurements
in <6 months
Established SMART goals, governance & ROI
tracking mechanism
• Defining adoption strategies to enable focused
POC deployment, supported by people & process
• Measuring results to deliver outcomes!
IMPACT & RESULTS
Upgraded support contract to highest level (ARR
increase = $200K)
• Adding new products to subscription (ARR
increase = $300K)
• Extending terms of subscription by 3 years
($5.1M incremental revenue)