©2015 Gainsight. All Rights Reserved.

Child-like Joy

Dashboards & Reports

©2015 Gainsight. All Rights Reserved.

Child-like Joy

Ashvin Vaidyanathan

Director, Client Strategy

Easton Taylor

Customer Success Manager

©2015 Gainsight. All Rights Reserved.

Goals for today’s webinar

•  Explore different roles within an organization and how these personas get value through Gainsight dashboards and reporting functionality -  Customer Success Managers (or Account Managers) -  Team Leads/Managers/Directors of CS teams -  Executives (VP of Customer Success) -  Other customer-facing teams (e.g., Sales and Renewals,

Support, Product)

•  Have an interactive discussion and Q&A related to dashboards and reporting in Gainsight

©2015 Gainsight. All Rights Reserved.

Dashboards: Align on performance across the org

Role Objective of dashboards

CSM •  Help the CSM prioritize the customers and the actions required

Team Lead/ Director •  Manage CSM execution across a portfolio of customers across segments/regions

•  Demonstrate value for the CS organization

Executive/ VP •  Manage leading indicators of customer health (NPS, health score, risks) for the entire customer base

•  Manage financial outcomes (e.g., renewal, upsell, cross-sell) for the entire customer base

•  Nurture top accounts and save bottom accounts

Other customer-facing teams (e.g., Sales, Renewals, Support, Product)

•  Identify risks in upcoming renewals and work with CS teams to take action •  Communicate the value delivered during renewal/upsell conversations •  Easily identify referenceable customers to close deals with prospects •  Recognize trends in usage patterns of healthy customers for upsell/cross-

sell opportunities

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©2015 Gainsight. All Rights Reserved.

QUESTIONS?