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!