Clarizen Announces Integration with Gainsight, Delivering a 360-Degree View of the Customer Engagement Lifecycle

What Does the Integration Accomplish? The Clarizen-Gainsight combination leverages Clarizen’s existing Salesforce platform integration, resulting in transparency among all roles involved with procuring and managing a customer. This insight into the health of the customer throughout the entire engagement maximizes customer satisfaction, which, in turn, drives customer loyalty and repeat business.

Vendor Profile: If you didn’t see the vendor profile on Gainsight and are considering a Customer Success Management system, you can check that out here.

Can’t We All Just Work Together? Apparently not. CEO’s are still allowing marketing, sales and customer service to operate in silos. The Clarizen-Gainsight integration addresses this key customer-related issue where sales, services and customer success teams often work in disconnected “islands of activity,” without a connecting thread of supporting technology. A connected system provides services teams with the data they need to manage post-sale engagement, service delivery and customer satisfaction.

What Do The Executives Have to Say: Dan Steinman, chief customer officer at Gainsight, “Leveraging our Clarizen data in our own Gainsight instance has been critical to getting the visibility and discipline needed to align across the customer-facing organization.  It’s essential for our customer success managers to easily know what has been implemented, where the customer is in their onboarding journey, and how to best engage with them when helpful to the implementation project manager. With this integration, we can make that happen for all of our customers.”

Rachel Haim Hadas, VP of product at Clarizen says, “Transparency and visibility should power every company’s customer success organization, as the customer experience is the lifeblood of business. Clarizen’s enterprise project management and work collaboration solution, combined with Gainsight’s customer metric tracking, enables sales and services professionals to access, share and manage customer health information, including milestones, initiatives and escalations. This 360-degree customer-related visibility ensures the customer experience is seamless from start to perpetual renewal.

 What’s Actually New with This Integration? With the Clarizen-Gainsight integration, companies can:

  • Provide up-to-date customer success data from Gainsight in Clarizen, for all project and customer stakeholders who are reviewing a customer record, and can now see the customer’s current health score, as well as call-to-action (CTA) discussions
  • Ensure effective communications across all teams as they work in their preferred tools by leveraging the three-way integration with Salesforce, Clarizen and Gainsight
  • Communicate clearly what features the sales team promised the customer and what was implemented through a shared feature checklist
  • Send an automated, personalized email message to customers when they reach a key project milestone – such as onboarding – or complete their implementation project
  • Create a scorecard that represents the state of the ongoing project
  • Initiate a communication within Gainsight’s cockpit when a milestone is delayed or a project goes off track

As the world gets smaller, as the connections on the web make it so, it is more and more important that companies make sure their customer-facing departments are not just talking to each other, but facilitating a top customer experience. After all, all or most all companies are and have always been competing on customer experience. It’s about time that companies act on that by making sure internal communication reflects the best external customer experience.

@DrNatalie, VP and Principal Analyst, Constellation Research, Covering Customer Facing Applications

 

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Dreamforce 2014 #D14: Benioff Announces Customer Success Platform

One of the many scoops at Dreamforce this year is the announcement of the Customer Success Platform. The idea behind what Salesforce is offering is that companies and brands need a way to connect with their customers in new ways. There are nearly trillions of devices, apps, cars, cameras, watches, etc… that could be connected. The thought being that– if everything was connected, brands could deliver better experiences that were more relevant. The result of that is to drive customer loyalty, advocacy and referrals and long-term customer lifetime value.

Salesforce has 6 core technologies: mobile, connected products, 1 to 1 capabilities for the marketing customer journey, social, data and apps. And they want brands to be able to manage it all on one platform- theirs. They showed several difference examples: GE for analytics, Coke for building mobile applications and Honeywell for sales, marketing, service, community and engagement.

Salesforce is also taking about the data divide and wants to put an end to it by making it easier to for the business people and the people who manage data to see it visualized. While that is empowering to the business users to be able to create applications, it could be an issue for IT to maintain it… and security, and… So we’ll see if things get better or worse. It will help IT get more relevant and perhaps end the cycle of departments like Customer Service suffering from the Rodney Dangerfield Affect… they just don’t get enough respect so their requests end up at the end of the IT list… Something’s gotta give… to make business run better and make customers return.

Wondering what to do once you have sold a SaaS product? Customer Success Platforms are there to help you make sure you maintain the relationship throughout the customer lifecycle so that renewals are easier. And what will be interesting is to see how the various players in the Customer Success Management field fair. If you are looking at this area there’s some of the companies you’ll want to consider: GainSight, ServiceSource and Totango… to mention a few.

What is confusing to many is what does the term “Customer Success Platform” mean? To some it means a platform to build your customer journey on and have all apps, data, devices, etc connect. To others it means managed services and/or a platform to manage a SaaS software sale after the sale – i.e., during its whole customer lifetime- way before renewal time…

It’s important for vendors to do the work to make sure the messaging is not confusing, to understand who they are selling to and very deliberately show their benefits. This means doing the persona selling buying exercise – i.e., for each persona you are selling to, know what keeps them up at night and how does your solution or platform solve that. The benefits are very different for various roles, CIOs, CEOs, CMOs, SVP of Customer Service, etc…

I’ve been writing about Customer Experience for nearly 20 years and while the technology has gotten much better, exactly what technology one needs and for what department has gotten more confusing each year. The idea of serving your customer has not changed. It’s needed and wanted more than ever. It’s important to distinguish what each vendor brings to the table for what roles and why they should be considered. It’s not an easy thing to sort out all the “very” similar marketing messaging.

I will be creating some Vendor Profiles to help our end users figure what the best choice is for their company.

@DrNatalie

VP and Principal Analyst Covering Marketing, Sales and Service to Deliver Better Customer Experiences.

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Salesforce.com Announces New Salesforce1 Fund from Salesforce Ventures to Fuel Mobile Innovation for the Internet of Customers

What’s new in the land of start-ups? Well Salesforce.com just announced Salesforce Ventures which has allocated $100 million to invest in companies building innovative mobile apps and connected products that extend the power of the Salesforce1 Platform. The first wave of Salesforce1 Fund investments include DocuSign, i.am+, InsideSales.com and Skuid. The idea is that with Salesforce Ventures, portfolio companies can leverage the expertise of the Salesforce.com Foundation to make giving back part of their business model from the beginning.

Salesforce Ventures invests in the next generation of enterprise technology to help companies connect with their customers in entirely new ways. Portfolio companies receive funding to accelerate their growth and gain a competitive edge through access to the world’s largest cloud ecosystem and the guidance of salesforce.com’s innovators and executives. With Salesforce Ventures, portfolio companies can also leverage the expertise of the Salesforce.com Foundation to incorporate its 1-1-1 model of integrated philanthropy to make giving back part of their business model.

It makes sense since technology continues to transform the way companies connect with their customers. By 2020, according to Cisco, there will be 50 billion connected things and a trillion connected sensors on the Internet of Things—from smartphones and wearable smart devices to jet engines and cars. But what matters most is that behind every device, every app, and every product is a customer. This is really the Internet of Customers, and the opportunity for companies to revolutionize how they connect with their customers has never been greater.

More on the companies they are funding:

●      DocuSign—DocuSign’s Digital Transaction Management (DTM) platform empowers mobile Salesforce users and their customers to go 100 percent digital so that anyone can transact anything, anytime, anywhere, on any mobile device securely – all from within Salesforce1. 

●      i.am+i.am+ is a fashion and technology brand that makes aspirational garments and accessories with functionality and untethered communications.

●      InsideSales.com—InsideSales.com integrates core telephony features like Click-to-Call™ and Lead Management—powered by a predictive analytics engine—into any Salesforce1 mobile experience to make field reps more productive and accelerate sales.

●      Skuid—Skuid allows customers to quickly create powerful, gorgeous apps for any device without code.

 The Salesforce Ventures portfolio includes innovative cloud companies such as Anaplan, Box, DocuSign, Dropbox, Evernote, FinancialForce, GainSight, Kenandy, Layer, MuleSoft and StayClassy. Salesforce.com has invested in more than 100 enterprise cloud startups since 2009. Looks like Salesforce Ventures is furthering salesforce.com’s commitment to creating the world’s most innovative cloud ecosystem that extends the power of the Salesforce1 Platform to help companies connect with their customers in entirely new ways.

If you want additional information on this new venture, you can find it here:

●      Learn more about Salesforce Ventures: http://www.salesforce.com/ventures

●      Follow @salesforcevc on Twitter: http://twitter.com/salesforcevc

●      Learn more about the Salesforce.com Foundation: http://www.salesforcefoundation.org/

And if you want to start giving back, join Salesforce Ventures and The Salesforce Foundation at Disrupt SF on Tuesday, September 9 to assemble backpacks for SFUSD students.

@drnatalie

VP and Principle Analyst, Constellation Research

See you at Constellation’s 4th Annual Connected Enterprise

The Executive Innovation Conference | October 29th-31st 
Half Moon Bay, CA | Ritz Carlton

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