openlounge '14 session: the 12 pillars of high growth customer success teams
DESCRIPTION
When done correctly, Customer Success is a major growth driver. The fastest-growing businesses achieve renewal rates far greater than 100%, growing through new spend from acquired customers and incremental spend from existing customers.TRANSCRIPT
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The 12 Pillars of Customer Success
Dan SteinmanChief Customer Officer at Gainsight
@dantsteinman
@GainsightHQ
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Gainsight’s Core Values
Success for AllGolden Rule Child-like Joy
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Sell to the Right Customer
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Empower Sales
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Obsessively improve time-to-value
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Nail the handoffs
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Product is Priority #1
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Define a clear customer journey
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Understand your Churn
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Relentlessly manage and monitor Customer Health
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Regularly deliver business reviews or reports
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Track team productivity & effectiveness
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Market for loyalty
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Focus on the customer’s objectives, not yours
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The 12 Pillars of Customer Success1. Sell to the right customer
2. Empower Sales
3. Obsessively improve time-to-value
4. Nail the handoffs
5. Prioritize your product
6. Define a clear customer journey
7. Deeply understand your retention/churn
8. Relentlessly monitor & manage customer health
9. Regularly deliver business reviews or reports
10. Track team productivity and effectiveness
11. Market for loyalty
12. Focus on the customer’s objectives, not yours
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Thank you!Follow us at: @dantsteinman
@GainsightHQ