February 20, 2015

Gainsight on Gainsight:

Code Red Management

• This webinar is being recorded

• Post Q&A questions into Questions section

Housekeeping

• Introduction

• Evolution of our Code Red meeting

• Code Red 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

PROGRAM EVOLUTION

Program Evolution

1. Free-form meeting

Program Evolution

1. Free-form meeting

Program Evolution

2. Google Doc template

Program Evolution

2. Google Doc template

Program Evolution

3. Managed in Gainsight

Program Evolution

KEY PROGRAM ELEMENTS

Action plans

Collaboration

Executive engagement

Formalized urgent product requests

Separate “Watch” list

Ongoing measurement

Key Program Elements

1

2

3

4

5

6

Identify clear next

steps, owners, and

due dates

1. Action Orientation

Collaborative

brainstorming +

Chatter posts to

keep everyone

informed

2. Collaboration

Gainsight executive

sponsors reach out

to Code Red

customers

3. Executive Engagement

Formal process to

submit Code Red

product requests

4. Urgent Product Requests

Separate list for

potentially at-risk but

non-critical accounts

5. Watch List

Dashboard to track

Code Red trends and

progress

6. Measurement

HOW WE USE GAINSIGHT

Q&A

Julia Guyadeen – jguyadeen@gainsight.com

THANKS, SEE YOU NEXT MONTH!