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April 3, 2015
Gainsight on Gainsight:
Sales References
• This webinar is being recorded
• Post Q&A questions into Questions section
Housekeeping
• Introduction
• Why are Sales References Challenging?
• Key Program Elements
• How We Use Gainsight
• Q&A
Today’s Session
• 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
WHY ARE SALES REFERENCES
CHALLENGING?
• 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
KEY PROGRAM ELEMENTS
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
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
2. Empower Sales Reps
3. Have a Single Triage Point
One person with a view across the
customer base – e.g. Customer Marketing,
CS Ops
4. Centralize Communication
Centralized communication is key during busy
times of the quarter
5. Set SLAs for Response Times
Everyone on the team treats these
requests with urgency
6. Track Customer Participation
• Know who agreed to or declined references, when
• Say “Thank you!”
HOW WE USE GAINSIGHT
Q&A
THANKS, SEE YOU NEXT TIME!
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