Red Hat Summit 2017 - LT107508 - Better Managing your Red Hat footprint with log aggregation
Gainsight on Gainsight: Managing Code Red
Transcript of Gainsight on Gainsight: Managing Code Red
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 – [email protected]
THANKS, SEE YOU NEXT MONTH!