Gainsight Essentials: CS Catapult
Hear from leading professionals in Customer Success as they answer the question: What is essential to you in Customer Success? From demystifying your data to defining your customer scorecards, we’ll go deep on the foundational elements of Customer Success organizations.
This series will be hosted by Tim Van Lew, Director of Strategy for Gainsight Essentials. Tim has led Customer Enablement teams, created CS Operations organizations, and has spent time managing some of Gainsight’s most strategic customers.
Webinar Schedule
Fueling Your CS Strategy via Product Experience
Do you know if your customers are utilizing key facets of your product suite? Do you know which features are stickiest? Do your CSMs take action against Product-led insights? Join Morgan Redwine, Manager of Customer Success Strategy and Operations at Dealerware, for a discussion around:
- How product data can surface actionable insights for CSMs to lead with
- Identifying key usage habits that make a customer sticky and primed for growth
- Leveraging in-app engagements to drive customer action at scale
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Launching your First Digital-First Segment
A CSM for all customers! A lofty goal for sure…but in reality, we know this can’t be. But how do we make sure customers still get the care they need? Join Angie DeLaRosa, Senior Manager of Customer Success at NAVEX, to hear what it takes to make that transition by learning how to:
- Transition existing customers to a digital segment
- Create a data model to fuel digital interactions
- Validate and measure the efficacy of your program
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Operationalizing the Sales to CS Handoff
What happens when you play a childhood game of telephone? The message distorts dramatically from person to person. Learn how to create a seamless experience from Sales to CS by programmatically capturing necessary information early in the customer journey. Join Bill Thrash, SVP of Customer Success at Critical Start, to find out how to:
- Utilize tools to ensure key insights are never left out during internal knowledge transfer
- Leverage these insights to hit the ground running during implementation
- Create an ongoing system of record to help aid in driving customer outcomes
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Create a Meaningful & Predictable Health Scorecard
Most companies have a customer health score…but is it actionable? Can you define what an “orange” customer is? Let’s simplify health scoring and boil it down to the basics by highlighting what it takes to create actionable measures. In this session, you’ll be able to come out with answers to the following questions:
- What makes a health score truly actionable?
- How do I know my health score is the leading indicator of potential churn/growth?
- What should you avoid when creating or revamping your current scoring methodology?
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Make Accurate & Actionable Data a Priority
“I have perfect data”…said no one ever. Hear from Cameron Marijosius, SVP of Customer Success at GovOS, about how she creates an actionable and accurate plan around her customer data.
- Align with cross-functional stakeholders to devise a data plan
- Build the necessary internal systems to democratize data
- Have CSMs utilize this data in strategic conversations to drive outcomes
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