Module 1 - About the Company

Introduction

 

We are pleased to have you working with us.
We @ company look forward to see you grow and develop into an outstanding employee that exhibits a high level of care, concern and compassion for others. We hope that you will find your work to be rewarding, challenging and meaningful.

We will expect your best each day and we are also concerned about your development @ company.

The keys to your success will be being dependable, reliable... and following the policies and procedures. While doing these things, you will be successful, and so will the company.
Looking forward to see you grow as a professional.


Welcome once again!!!
 

In the next few hours, you will be going through a few modules where you will be learning more about the company, its product and the space of CSM.

 

In this Module, you will find four lessons. Each lesson covers a brief about the company history, strategies, and functions. You will also learn about the Customer Success Management space and a little more about CRM space.

 

Understand the Industry of Customer Success Management Know the history of the company

Lesson 1: Company Overview - The space of Customer Success Management

Lesson 1: Company Overview - The space of Customer Success Management

Objectives

By the end of this lesson, you will be able to

 

  • Understand Customer Success Management (CSM)

  • Understand the need for CSM

  • Know where our company stands in this space of CS

What is Customer Success Management?

Customer Success Management

The success of your business is inherently intertwined with the success of your customer. If customers succeed using your product, they’ll continue using your product, and thus, your business will succeed. At it’s core, that’s what Customer Success is all about: ensuring your customers achieve their desired outcome while using your product. Of course, pulling that off requires people, processes, and—most importantly—data. 

Customer Success is about a business being proactive, while customer service is about being reactive

  • Customer Service:

Customers have problems, so they submit tickets, send emails, and make phone calls. Hopefully, the service or support team resolves those problems, and customers continue on their merry way. That’s customer service. It’s focused on the case-by-case and the here-and-now. 

  • Account Management:

Account Management is a dated concept. Account managers woo dissatisfied customers and handle problems as they arise. Like customer service, it focuses too heavily on case-by-case interactions, and it’s still very much like customer service: reactive. Additionally, the account management mindset is different than Customer Success. It’s all in the name: account managers manage accounts—the money coming in—not the success of the customer who has the account.

  • Customer Success Management:

Customer Success is the successor of account management. It pinpoints problems—and opportunities—before they happen. Furthermore, Customer Success informs strategy; it helps businesses better understand the customer experience and lifecycle, so that they can improve it. Furthermore, Customer Success team members truly focus on the customer and how that customer can succeed. It’s a mindset shift that reaps big rewards.

 

 

http://www.slideshare.net/GainsightHQ/10-laws-of-customer-success

 

Need for Customer Success Management?

In a subscription economy, the barriers to churn are low. It becomes much more important to manage customer relationships to ensure that customers are realizing the economic value of their investments. Customer success managers actively manage customer relationships to:  

  • reduce churn, 
  • increase existing revenue and 
  • influence new sales.

 

Actively managing customer relationships to strengthen relationships and  has a quantifiable return on investment as measured by

  • churn reduction; 
  • increased revenue from cross-sells and upsells and 
  • new bookings. 

The industry recognizes this. There are many jobs open for this role.

Customer success management is not about technology, or about account management. It’s a disciplined approach of having 

  • the right customer engagement strategy; 
  • defining and following standardized engagement processes 
  • hiring the right profile and operationally managing the team and 
  • empowering customer success managers with customer, financial, feedback and other data so that they can have the right conversations with their customers. 

 

To know more about CSM, click the following:

 

Company History

Objectives

By the end of this lesson, you will be able to

  • Know a bit more about Gainsight

  • Understand how Gainsight helps solve problems of organizations in the space of CSM

  • Know the size of the company and its details about funding, growth etc

 

Topic 1: What is Gainsight all about?

 

Now that you've seen the video about Gainsight, please watch a short video on what Gainsight does, i.e., the product functionalities of Gainsight. This is not a detailed video, but provides a gist of what we offer. 

Short video about Gainsight

 

You can also watch a 11 minute video of the same by clicking the following link:

https://vimeo.com/133607258 (11 mts video)

 

What does Gainsight actually do?

Gainsight gathers information from online products, CRM, customer service, accounting, and customer surveys to create a complete view of how existing customers are using the products they own, whether they’re renewing or expanding their usage, what they’re paying, what sorts of service issues they’re having, and what attitudes they’ve expressed.  

It tracks this over time and uses the information in a variety of ways: 

 

  • to profile and summarize the health of each account; 
  • to send alerts about problems or opportunities; 
  • to display trends in usage, satisfaction, and other measures; and 
  • to analyze the customer base by relationship stage, revenue range, and other factors. 

 

The information is presented through Gainsight’s own interface, which runs on Salesforce.com’s Force.com platform, making it easy to integrate with Salesforce itself.

Also, Gainsight combines data from various sources of customer intelligence like 

  • surveys, 
  • support tickets, 
  • sales data and 
  • usage logs, and 

analyzes this data to prioritize and automate smart customer success actions. 

Marketing, sales and product management professionals can analyze this combination of data to define and prioritize tasks and automate workflows. This can help them to identify upsell opportunities, reduce churn, and proactively manage retention.

Gainsight offers a 360-degree view of the customer with the help of interactive customer health scorecards and detailed profiles. Users can comment and take notes on calls-to-action, look at pending action items, assign tasks, monitor task progress and access granular call-to-action analytics. They can make use of the report builder, pre-built reports, and role-based dashboards to understand the importance of team actions and boost performance.

Topic 2: What problems do we solve?

 

Many customer-driven enterprises are using Gainsight, the leading Customer Success Management solution, to proactively manage retention, reduce unexpected churn and identify upsell opportunities by leveraging “big data” analytics across sales data, usage logs, support ticket, surveys and other sources of customer intelligence.


 

Features of the product

Gainsight manages customer risks

You can tell a lot about your customers’ health by the way they engage with and use your product. Gainsight uses big data analytics to monitor customer health according to sales data, usage logs, support tickets, survey responses, financial systems, and sponsor movements.

Features:

  • Measure customer health across a variety of data sources.
  • Identify abnormal customer engagement patterns and take action to nurture at-risk customers back to health.
  • Monitor relationships with executives and advocates across all major social networks.
Gainsight demonstrates value    

Keep your customers loyal by helping them understand the value your products and services provide.

Features:

  • Capture usage data and use it to craft personalized messaging to groups and individuals.
  • Export branded presentations that incorporate a vast array of data points.
Gainsight enables expansion and advocacy

There’s a wealth of opportunity hidden in your current customer base. Gainsight makes it easy to find your biggest fans and identify accounts ripe for additional sales.

Features:

  • Use surveys to keep a pulse on customer satisfaction and pinpoint your biggest fans.
  • Leverage rich data analysis to manage renewals and identify customers for upselling and cross-selling.
  • View and track customer references with role-based dashboards.
  • Use Gainsight’s reporting features to keep the renewal stream flowing strong.
Gainsight enables cross-functional collaboration

Building a world-class organization doesn’t happen by accident. Gainsight empowers you to improve team and task coordination, track business outcomes, and streamline operations—thus elevating you to perform at the top of your game.

Features:

  • Prioritize your customer portfolio with just-in-time alerts.
  • Track patterns across products, departments, or regions.
  • Get ample context around customer issues.
  • Enable your teams to work in perfect tandem.

 

Customers

To name a few...

Few Gainsight customers

 

 

 



 




You can watch for yourselves in our YouTube channel  

https://www.youtube.com/user/gainsight

or visit us at 

http://www.gainsight.com/customers/ 

Details of Funding

Topic 4: Details of funding

We are funded $104 million USD till date by Battery Ventures, Bain Capital, Bessemer Venture Partners, LightSpeed Ventures & Insight Ventures.

 

 

  • Battery Ventures : They focus on emerging companies in the communications and software technology markets in the U.S. and abroad. They are also investors in famous tech companies Glassdoor, Groupon, Marketo, Sprinklr and many more.

 

  • Bain Capital : Bain Capital is one of the world's leading private, alternative asset management firms, with approximately $75 billion in assets under management. They are also investors in famous tech companies BMC, DocuSign, LinkedIn, ScaleArc, Taleo and many others.

 

  • Bessemer Venture Partners : BVP is perhaps the nation's oldest venture capital firm, their portfolio includes Skype, Pinterest, OLX, box, Gartner, OLA and hundreds more.

 

  • LightSpeed Ventures : Over the past two decades, Lightspeed has backed more than 200 companies, Informatica, OYO rooms, Brocade any many more

 

  • Insight Ventures : Founded in 1995, Insight Venture Partners is the fastest-growing venture capital firm specializing in growth-stage Software and Internet investing globally. Insight's team of growth experts is composed of both technology investors and operating executives with significant experience scaling technology companies.
  •  

For more details about funding, you can go to the following link:

Gainsight Funding details from CrunchBase

http://www.slideshare.net/GainsightHQ/business-of-customer-success-investor-and-board-perspective

 

Company Strategies

Lesson 3: Company Strategies

Objectives

By the end of this lesson, you will be able to

  • Understand the Vision, Mission and Values of Gainsight

 

Topic 1: Vision, Mission and Values

 

At Gainsight, we reject the idea that work and life are mutually exclusive. Our team members are passionate about what they do, and we strive to create an environment that brings that passion to life. We’re a diverse, brilliant, quirky group of people united by three core values:

 
  • Golden Rule

  • Success for All

  • Childlike joy

 

Golden rule

  • Expect the Best : Assume the other person has positive intentions

  • Don’t drop balls : Do what you say you’re going to do

  • Respond : Reply to all emails within one business day

 

Success For All

  • Live our words : Be the best at customer success

  • Save our Saturdays : No Non-Urgent Emails on Saturdays

  • Over-deliver : Exceed our goals

 

Childlike Joy

  • Passion : Bring excitement and energy to everything

  • Optimism : Believe we will win - and make it happen

  • Laughter : Laugh with each other and at ourselves


 

Locations

Topic 2: Locations

 

 

 

We are headquartered at the Redwood City, CA.

It is also the home of several technology companies such as Oracle and Electronic Arts and many more

  • St. Louis, MO: We have our Services, L1-Support & TechOps teams operating from here.
  • Hyderabad, India: Engineering team works from here. Soon we will open up all other functional teams.

  • Bengaluru, India: Another Engineering branch, works independently with complete ownership on their tasks, with complete focus only on engineering.

    KAY KAY Tower,#18,17th Cross,7th Sector, HSR layout,Bengaluru - 560 102

 

Company Functions

Objectives

By the end of this lesson, you will be able to

  • Understand the different functions in Gainsight office

  • Learn more about the local office and how it functions

 

Topic 1: Different functions:

 

 

 

You will learn more about Gainsight Evolution Journey from the following PPT.

 

https://gainsight.app.box.com/s/4kfninl6jy0v9fsb77g932vznbpx0r8t

 

 

 

 

Know more about the company through social media:

 

 

 

https://www.linkedin.com/company/gainsight 

 

 

 

https://www.facebook.com/gainsight/



 

 

 

https://twitter.com/gainsighthq

State whether the following statement is either True or False. "Customer Success is about a business being proactive, while customer service is about being reactive."

  • True
  • False

Customer Success Management is not about technology, it is a disciplined approach of having

  • the right customer engagement strategy
  • lopsided engagement strategies
  • having the right customer

State whether the following statement is either True or False. "Customer-driven enterprises are using Gainsight to proactively manage retention, reduce unexpected churn and identify up sell opportunities."

  • False
  • True