Gainsight Activity Duration CRM Introduction 5 mins Salesforce as CRM 5 mins Salesforce Interface ID: 781298
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Gainsight
For Adobe CSAM’s
Slide2Gainsight
Activity
Duration
CRM Introduction
5 minsSalesforce as CRM 5 minsSalesforce Interface 5 minsIntroduction to Salesforce Standard and Custom Objects 5 minsChatter 5 minsCLM Stages 15 minsGainsight implements CLM 55 minsQuiz Total duration95 mins
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Slide3CRM Introduction?
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Customer Complaints
CRM
Customer DemandsManage relationships with customers and prospects.Track data related to all customer interactions.Collaborate and gather insights from social media.Communicate via multiple channels.Track vital metrics.
Slide4Salesforce as CRM
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Software as a Service (SaaS) based CRM
Sales Process Automation Platform
Collaborative & Real-Time Business Interaction FrameworkManage Customer Information using Accounts, Contacts and LeadsPipeline Creation using Opportunities Manage Performance/Pipeline using Booking Deals/Revisit pipeline
Slide5Salesforce Interface
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Salesforce Classic
Salesforce Lightning
Slide6Introduction to SFDC Standard and Custom Objects
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Leads
: A
lead is a sales prospect who has expressed interest in your product or company. Accounts: An account is an organization, company, or consumer that you want to track—for example, a customer, partner, or competitor.Contacts: Contacts are the individuals associated with your accounts.Opportunities: Opportunities track your sales and pending deals.Home: Default TabCustom Objects : Sales Resources, Membership Form
Slide7Chatter
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RESOURCE:
Chatter is a Salesforce collaboration application that helps Users connect with people and share business information securely in real time.
Slide8CLM Stages
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Intro Email
Follow-up Call
5
15
10
Welcome Call
Adobe CLM Program
& Email
DAY 0
DAY 60
Deployment Stage
Education Email
Check-in Call
DAY 120
65
70+
60
DAY 60
& Follow up Email
Nurture & Educate Stage
Check-in Call
120 - 140
DAY 210
DAY 120
& Follow up Email
Growth & Expansion Stage
Reminder Call
Reminder Email
275 (-90)
370 (+5)
270 (-95)
CSAM
DAY 270
DAY 395
Reminder Call
CSAM
CSAM
Renewal Stage
+Survey
+Survey
+Survey
+Survey
Schedule Call & Follow up Email
Slide10Gainsight implements CLM
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Slide12Gainsight
Slide13Gainsight
…..
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Provides proactive alerts when customer are at risk of churn.
Prioritizes actions and next steps.Makes collaborating with team members easy.Give you a 360 degree snapshot of customers-with relevant sales data.Helps you easily assess renewal risk.Accurately forecast revenue.Identifies over/under-utilization.Correlation between Customer satisfaction and Revenue.
Slide14Gainsight
Vocabulary
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Customers
CockpitCustomers 360Relationship 360
Slide15Customers
Slide16Customers
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Slide17Contract reference Id is the Customer Id in Hendrix
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Slide18Cockpit
Slide19Cockpit
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Centralized area of
Gainsight
where a CSAM will spend majority of their time (along with the customer360s).Cockpit revolves around several key objects:Call-to-actions (CTA’s)FiltersTasksStatusDispositionsContactTwo different ViewsList Calendar
Slide20Cockpit
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Slide21Managing CTA’s
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Slide23Status
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Slide24Dispositions
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Slide25Setting Filters & Adding Columns
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Filtering on basis of Adobe Stock Presence
Slide28Creating Tasks
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Slide30Watch out Contacts
Slide31Contact
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Slide32Views
Slide33List View Vs Calendar View
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Slide34Customer 360
Slide35Customer 360
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Shows a 360-degree view of a customer
Clicking on the customer name hyperlink from anywhere within
Gainsight will give you access to this page.Brings in data from multiple systems which CSAM or AM may need- all in one place.Helps to prepare for customer calls or meetings.Summary is the most important- Limited to six cards and 6 more data points (fields) down the side.Displays what you determine as important information about customer:Customer valuation Health ScoreSurveys Product Usage
Slide36Customer 360
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Slide37Customer CTA’s
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Slide38Customer Activity Hub
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Slide39Contract Id Details
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Slide40Hendrix view for Sold to Party
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Slide41Daily Users Trend
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Slide42Daily CC users by Product
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Slide43Relationship 360
Slide44Relationship 360
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Slide45Take a Quiz
Click the link below and take test.https://www.proprofs.com/quiz-school/story.php?title=mtkxntqxmqpa60
Best wishes and thanks.
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