finding, approving, and tracking sales references
TRANSCRIPT
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April 3, 2015
Gainsight on Gainsight:
Sales References
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• This webinar is being recorded
• Post Q&A questions into Questions section
Housekeeping
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• Introduction
• Why are Sales References Challenging?
• Key Program Elements
• How We Use Gainsight
• Q&A
Today’s Session
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• Background in CS, PM, and BI
• Started at Gainsight as a pure PM
• Now focused on CS Ops and tying
our best practices back into the
product
Julia GuyadeenDirector of Product Management
for Customer Success
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WHY ARE SALES REFERENCES
CHALLENGING?
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• Which customer is a good fit?
• Which customer is happy?
• Which customer hasn’t been used
recently?
• How do we turn it around quickly?
Reference Request Challenges
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KEY PROGRAM ELEMENTS
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Track commonly requested data
Empower sales reps to do research
Have a single triage point
Centralize communication
Set SLAs for response times
Track customer participation
Key Program Elements
1
2
3
4
5
6
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1. Track Commonly Requested Data
Industry
Company Size
Location
Business Model
Key Systems
Age
Stage
Features Used
Health
Competitors
Features Purchased
Services Package
Company Info Deal Info Relationship Info
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2. Empower Sales Reps
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3. Have a Single Triage Point
One person with a view across the
customer base – e.g. Customer Marketing,
CS Ops
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4. Centralize Communication
Centralized communication is key during busy
times of the quarter
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5. Set SLAs for Response Times
Everyone on the team treats these
requests with urgency
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6. Track Customer Participation
• Know who agreed to or declined references, when
• Say “Thank you!”
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HOW WE USE GAINSIGHT
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Q&A
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THANKS, SEE YOU NEXT TIME!