How to Scale Your

Customer Success

Network by Aligning

With Channel Partners

Jen SpencerVP Sales & Marketing

Karl RumelhartVP Products

This presentation and our discussion may include plans,

predictions, estimates or other information that might be

considered forward-looking. All forward-looking statements are

subject to risks and uncertainties that could cause actual results

to differ materially.

You are cautioned not to place undue reliance on these

forward-looking statements, which reflect our opinions only as of

the date of this presentation. Please keep in mind that we

assume no obligation and do not intend to update these

forward-looking statements.

Any unreleased services or features referenced in this or other

public statements are not currently available and may not be

delivered on time or at all. Customers who purchase our

services should make the purchase decisions based upon

features that are currently available.

Disclaimer

• Why are Channel Partners important?

• What are the challenges of Customer Success with Channel

Partners?

• How to align with Channel Partners for Success

• Technology for Partner Management

• Advanced approaches for collaborating with partners

• What is the Customer Success Network?

• Questions and answers

Webinar Agenda

Why Channel Partners?Because in 2017, customers are calling

the shots.

• Good partners can meet customer needs in a

way that a single vendor cannot.

• Partners are combining, supplementing and

hybridizing multiple products and services to

build out solutions that target specific

customer needs.

• Successful partners bring their own trusted

partners to fill needs that they aren't able

to meet.

Why Channel Partnerships Are Crucial

Partner ecosystems are born!

Great partners build

loyalty.

• When customers work with partners they can

trust, they stick with them (and you!)

• Happy customers spread the word.

• More business for your partners = more business

for you … at a fraction of the CAC.

Channel Partners and Customer Loyalty

What stands in the way

of enabling our

partners to make

customers successful?

Fear of multi-partner

collaboration

A complex world of

technology

Partnerships that are one-way

streets

Lack of hands-on enablement

Content is not based on the

seller’s perspective

Customer Success =

Partner Success =

Your Success

Customer

Success and the

Channel

Aligning for Success

Traditional Business

Manufacturer and Customer

not aligned

Manufacturer Customer

Traditional Business

Manufacturer and Customer

not aligned

Manufacturer Customer

Customer Success

Shared alignment on

Outcomes

Manufacturer Customer

Traditional Business

Manufacturer and Customer

not aligned

Manufacturer Customer

Customer Success

Shared alignment on

Outcomes

Manufacturer CustomerPartner

Customer Success w/Partner

Align Success across ALL

THREE

Manufacturer CustomerPartner

1Drive Success for

Partner in context of

Customer

Drive Success for

Customer in context

of Partner

2

Gainsight for Partner Management

• Deliver success to your Partners

like you do for your Customers

• Unified view of your Partner

and their activities with a

Partner360

• Measure and manage partner

performance with Health

Scores, trending performance

data and Calls to Action

• Gather partner feedback via

Surveys

1

Expand How You Manage Partners to Consider

Customer Health

● Partner Managers are like CSM -- driving Outcomes for Partners

● Specify Partner Outcomes as both sales transactions and end-customer success

Outcome Leading Indicators

(Partner Health)

(Partner Manager)

Activities

Sales-oriented Partner

Outcomes

Closed Business Pipeline Sales Training

Marketing programs

CS-oriented Partner

Outcomes

Successful End

Customers, including

renewal & expansion

rates

Customer NPS for

partner

Customer adoption

measures

Customer Success

Training

Data sharing

Challenge: What does each Partner ‘own’?

Not uncommon for one Customer to

buy -- even the same product --

from multiple partners and/or direct

• What part of the customer’s

success is each partner

responsible for?

• What data can be shared with

each partner?

Customer

Prod 1Partner 1

Prod 2Partner 2

Prod 1Partner 2

Prod 3Direct

Solution: Gainsight Relationships

• Separate Health, Data &

Processes -- Full 360 for

each Relationship

• Each Relationship has a

Partner field (could be

‘Direct’)

Customer

Prod 1Partner 1

Prod 2Partner 2

Prod 1Partner 2

Prod 3Direct

Relationships

Understand What Each Partner Owns

• Associate Relationships

to Partner Accounts so

they are available for

Partner Managers

Customer

Prod 1Partner 1

Prod 2Partner 2

Prod 1Partner 2

Prod 3Direct

Partner 1

Partner 2

Partner

Accounts

Relationships

Access Customer Info via Partner’s 360

360 Degree View of Partner 360 Degree View of the Customer

Relationships Owned by the Partner

Customer Success for Partner-Managed Customers2

Tier Your Partners Expect a Learning Curve Share the Benefits

Strategy for Enabling Customer Success with Partners

Fulfillment Oriented Partners

● Vendor drives low touch CS programs

● Partner enables outreach through

contact sharing

● Collaborate on the list of customers

vendor would engage with

● Optional co-brand

● Vendor enables partner to build their

CS practice

● Collaborate on high and low touch

● Coordinate success plans, call to

actions

Value-Add Oriented Partners

Foundational - Across All Partners

● Deliver success to your Partners like you do for your customers

● Unified view of your Partner and their activities

● Measure and manage partner performance

● Gather partner feedback

Key Technique: Tech Touch

• Automated Outreaches to

customers with Success

content

• Partner needs to share

Contacts!

• Combine Manufacturer and

Partner brands

Sharing Data With Partners

Send CSV Files

Widget in Salesforce Community

Gainsight Everywhere

(Roadmap)

Manufacture

GS

Partner

Manufacture

GS

Partner

GS

Partners Users

Directly Login to

Manufacturers’

Gainsight

Data Sharing

Between Mfr and

Partner GS

Instances

Login

Advanced Approaches to Collaborating with Partners

The Customer Success

Network

Manufacturer

Customer

Manufacturer

Reseller

Customer

Manufacturer

Reseller

Customer

Manufacturer

Reseller

Customer

Manufacturer

Reseller

Customer

Manufacturer

Reseller

Customer

Manufacturer

Reseller

Customer

Manufacturer

Reseller

Customer

Manufacturer

Reseller

Customer

Manufacturer

Reseller

Customer

Thank YouThank YouThank You

Questions