Pulse 360: Practitioner Track CoPilot

Transcription

1 Pulse 360: Practitioner Track CoPilot Will Robins, Senior Business Operations Associate Chris Beaven, Manager, Customer Success Will Robins Gainsight Chris Beaven Gainsight

2 Agenda Value of 1:Many Communications (2-3 mins) CoPilot Feature Overview (2-3 mins) How Does Gainsight Use CoPilot? (15 mins) Customer-facing uses What has been tough? Internal-facing uses Questions (10 mins) Goals Walk away with New ideas about how to use CoPilot Improved sense of what to prioritize Some technical nuggets

3 Agenda Value of CoPilot and 1:Many Communications (2-3 mins) CoPilot Feature Overview (2-3 mins) How Does Gainsight Use CoPilot? (15 mins) Customer-facing uses What has been tough? Internal-facing uses Questions (10 mins)

4 Why 1:Many? My CSMs are overworked Our CSMs spend a ton of time on repetitive activities, but we re not sure how to automate those. We want to segments of our customers, but we can t get access to the automation system because Marketing manages it.

5 Customer Success and Marketing Coordination Customer Success Drive Product Adoption Marketing Drive Lead Generation Activities that drive CSM team s metrics Handled by the CSM team Use CoPilot for outreaches Drive new business (topof-the-funnel, new deals) Handled by Marketing or Sales Use other automation solutions

6 Strategy for Lifecycle 1 : Many CSM Touch: CTAs Kickoff Call/ Training Success Plan Creation Train the Trainer Go Live EBR & Success Plan Review Renewal Preparation Renewal Negotiation Contract Signature New Customer Implementing Adopting Renewal Tech Touch: Welcome Onboardin g Materials Additional Training Resources Blogs, Webinars, Product Releases Usage Reports Surveys

7 Customer Success Segmentation SEGMENT STRATEGY ENTERPRISE High Touch PROACTIVE MID- MARKET Mid Touch REACTIVE SMB Tech Touch AUTOMATED

8 Agenda Value of CoPilot and 1:Many Communications (2-3 mins) CoPilot Feature Overview (2-3 mins) How Does Gainsight Use CoPilot? (15 mins) Customer-facing uses What has been tough? Internal-facing uses Questions (10 mins)

9 CoPilot A HUGE Timesaver! What is a Power List: a list of contacts that meet a certain criteria Template: an blueprint that can include tokens Outreach: a pairing of a Power List and an Template

10 Slash list maintenance with Power Lists

11 Power Lists can vary a lot! Lifecycle Event Distribution lists Based on X days since OCD X days since Opportunity Close For sending an related to the customer lifecycle Based on NPS response Usage drop At Gainsight, we use the Contact::Role for most of these A list of people that we ll continuously add/remove from. Blog Posts, Product Releases, Usage Reports, etc.

12 Templates Cut Down Redundancy

13 Once a Template is Built, We Can Edit it as Needed

14 Manage Details of Delivery

15 And Put it On The Schedule! Easily see when Outreaches will be sent

16 Easily Judge Outreach Success When asked What blog post generated the most interest? I can quickly answer based on open rate and click count

17 Using Analytics Tab, Deep-drive Into Details Across your customers, you can quickly see who was most engaged with your s

18 Show History on C360 For individual customers, you can quickly see who was most engaged with your s

19 Or Track Customer Trends Over Time Dig into engagement at the Customer or Contact level.

20 Agenda Value of CoPilot and 1:Many Communications (2-3 mins) CoPilot Feature Overview (2-3 mins) How Does Gainsight Use CoPilot? (15 mins) Customer-facing uses What has been tough? Internal-facing uses Questions (10 mins)

21 Customer-Facing s Welcome Blog posts Admin newsletter Webinar invites New Vault Content Congrats on Launch Tech Touch (CoPilot) Express s (Daily summaries & follow-up content) Product Releases Emergency s Surveys Survey Follow-ups Usage Reports Contract Signature New Customer Implementing Adopting Renewal

22 Customer-Facing s Welcome Blog posts Admin newsletter Webinar invites New Vault Content Congrats on Launch Complexity Simple Moderate Tougher Tech Touch (CoPilot) Express s (Daily summaries & follow-up content) Product Releases Emergency s Surveys Survey Follow-ups Usage Reports Contract Signature New Customer Implementing Adopting Renewal

23 Customer-Facing s: Focus First on the Quick Wins! Simple Moderate Tougher Easy Power Lists Usually are scheduled one at a time Sometimes relies on data inputs from other Depts Crawl, Walk, Run! Rely on more complex data. Welcome s: Small time window and relies on data from other departments

24 Gainsight s Internal-facing Uses for CoPilot Outreaches NPS Heads-Up s to CSMs Outreach performance metrics (Open and click rates) Feeds into our Engagement scorecards Helps us identify hot topics w/ customers Many Pulse topics selected based on Open/Click rates. Welcome Contains the AppExchange download password for Gainsight A general Welcome inbox is CC d assists our Accounting team with Rev Rec

25 Some Customers Internal-facing Uses for CoPilot CSM follow-up when they have important CTAs that are overdue. Send embedded reports tracking KPIs

26 Tips from an Admin For recurring Outreaches, take care to validate your data! If data for the Power List isn t accurate, the recipients won t be either What am I looking forward to? Semi-automated s s from CoPilot that the CSM will first approve before they re sent. Expands your horizons on what you can send

27 Q & A