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Risk Management:Health Scoring & Code Red

©2015 Gainsight. All Rights Reserved.VP, Customer Success

INSERTYOUR

PHOTOHERE

INSERTYOUR

PHOTOHERE

INSERT OR TYPE YOUR COMPANY NAME HERE

INSERT OR TYPE YOUR COMPANY NAME HERE

Pat Kelly Sylvia KainzVP, Business Ops

John TewfikVP, Customer Success

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Brainshark: Customer Health Score Components

Usage Data

CSM Assessment Data

Engagement

Data

CSM Score

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Brainshark: Customer Health Score Components

Usage Data

CSM Score

Engagement

Data

CSM Assessment Data

Alerts/Alerts/CTAsCTAsAlerts/Alerts/CTAsCTAs MetricsMetricsMetricsMetrics

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Brainshark: Metrics

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Brainshark: Metrics

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Brainshark: Metrics

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Brainshark: Metrics

97.1% 97.1% Satisfaction Satisfaction

RateRate

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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

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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

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AppNeta: Score Card Use Case Filter

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AppNeta: Score Card Filtering by Use Case Definition

Product Purchase InfoProduct Purchase Info

Product UsageProduct Usage

Customer FeedbackCustomer Feedback

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AppNeta: Use Case Filter Applied to Score Card Primary Metrics

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CODE RED

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Brainshark: Code Red – Action Plan

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Application

Adoption

Application

Adoption

Resource AdoptionResource Adoption

CSM Assessme

nt

CSM Assessme

nt

Brainshark: Customer Health Score Elements

CSM Score

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InsideView: Scorecards 2.0 Predictive: What if we can prevent Code Reds and ultimately Churn

from happening?

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TAKE AWAYS

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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

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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

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THANK YOU