Gainsight For Adobe CSAMs 2017 Adobe Systems Incorporated

Gainsight Activity Duration CRM Introduction 5 mins Salesforce as CRM 5 mins Salesforce Interface 5 mins Introduction to Salesforce Standard and Custom Objects 5 mins Chatter 5 mins CLM Stages Gainsight implements CLM 15 mins 55 mins Quiz Total duration © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 95 mins 2

CRM Introduction? ü ü ü Manage 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. Customer Demands CRM Customer Complaints © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 3

Salesforce as CRM ü Software as a Service (Saa. S) based CRM ü Sales Process Automation Platform ü Collaborative & Real-Time Business Interaction Framework ü Manage Customer Information using Accounts, Contacts and Leads ü Pipeline Creation using Opportunities ü Manage Performance/Pipeline using Booking Deals/Revisit pipeline © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 4

Salesforce Interface ü Salesforce Classic ü Salesforce Lightning © 2017 Adobe Systems Incorporated. All

Introduction to SFDC Standard and Custom Objects 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 Tab Custom Objects : Sales Resources, Membership Form © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 6

Chatter is a Salesforce collaboration application that helps Users connect with people and share business information securely in real time. RESOURC E: © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 7

CLM Stages © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

Adobe CLM Program Deployment Stage Welcome Call Intro Email & Email Follow-up Call +Survey Nurture & Educate Stage Education Email DAY 60 10 5 DAY 0 Check-in Call & Follow up Email 70+ DAY 120 Check-in Call & Follow up Email +Survey 120 - 140 DAY 120 DAY 60 Schedule Call & Follow up Email 65 60 Growth & Expansion Stage 15 DAY 210 Renewal Stage Reminder Email CSAM DAY 270 (-95) Reminder Call CSAM +Survey 275 (-90) 370 (+5) DAY 395 © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 9

Gainsight implements CLM © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

© 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 11

Gainsight © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

Gainsight …. . ü ü ü ü 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. © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 13

Gainsight Vocabulary ü ü Customers Cockpit Customers 360 Relationship 360 © 2017 Adobe Systems

Customers © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

Customers © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 16

Contract reference Id is the Customer Id in Hendrix © 2017 Adobe Systems Incorporated.

Cockpit © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

Cockpit ü Centralized area of Gainsight where a CSAM will spend majority of their time (along with the customer 360 s). ü Cockpit revolves around several key objects: § Call-to-actions (CTA’s) § Filters § Tasks § Status § Dispositions § Contact ü Two different Views § List § Calendar © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 19

Cockpit © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 20

Managing CTA’s © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

© 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 22

Status © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 23

Dispositions © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 24

Setting Filters & Adding Columns © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe

© 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 26

iltering on basis of Adobe Stock Presence © 2017 Adobe Systems Incorporated. All Rights

Creating Tasks © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

© 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 29

Watch out Contacts © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

Contact © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 31

Views © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

List View Vs Calendar View © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe

Customer 360 © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

Customer 360 ü 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. ü Displays what you determine as important information about customer: § Customer valuation § Health Score § Surveys § Product Usage © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 35

Customer 360 © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 36

Customer CTA’s © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 37

Customer Activity Hub © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 38

Contract Id Details © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 39

Hendrix view for Sold to Party © 2017 Adobe Systems Incorporated. All Rights Reserved.

Daily Users Trend © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 41

Daily CC users by Product © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe

Relationship 360 © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

Relationship 360 © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 44

Take a Quiz § § § Click the link below and take test. https: //www. proprofs. com/quiz-school/story. php? title=mtkxntqxmqpa 60 Best wishes and thanks. © 2017 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 45