Profile
Kiran Panigrahi

Kiran Panigrahi

Senior Director - Client Outcomes, Gainsight

Content

Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 5
When directly correlating with pipeline generation proves difficult, consider alternative metrics such as engagement (website visits, email open rates), lead quality (conversion rates, lead scoring), brand awareness (social media sentiment, brand mentions), CAC, CLV, retention rates, customer ex...Read More
719 Views
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 5
Absolutely, piloting the customer success function in an organization is a unique and exciting opportunity for growth and learning. Understanding the company's goals and objectives, defining clear objectives and KPIs, evaluating segmentation and existing processes, and fostering cross-functional ...Read More
514 Views
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 5
A strategic approach involves mapping KPIs to the customer lifecycle stages, fostering a sense of purpose and confidence in your efforts. For instance: * NPS Over CSAT: While CSAT often leans towards support, NPS serves as a robust starting point, eventually evolving into a Customer Effort ...Read More
508 Views
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 5
The importance of KPIs might vary from organization to organization and between the respective goals or objectives. It makes more sense to have continued or enhanced metrics than just focusing on the initial level of evaluating a particular KPI. Usage / Number of Logins - It helps us delve into ...Read More
497 Views
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 5
Developing quarterly or annual customer success OKRs and tying them to individual projects involves a structured approach: 1. Understand Company Goals: Align OKRs with overall company goals. 2. Define Objectives: Set specific objectives for the team. 3. Identify Key Results: Establish measu...Read More
495 Views
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 5
Customer success KPIs for a self-serve product may differ from those for a more traditional, high-touch product. This is more of a 1:Many methodology driven based on these strategies. Here's how they typically change: 1. Customer Onboarding and Activation: With a self-serve product, the focus ...Read More
492 Views
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 5
Setting KPIs can indeed feel arbitrary, especially in new or uncertain markets. However, there are strategies to overcome this uncertainty and set realistic goals: 1. Market Research and Analysis: this shall help set goals for the organization's fiscal year. 2. Benchmarking: Compare yours...Read More
483 Views
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 5
I'd structure my thoughts tailored to the company's goals, customer needs, and product/service offerings, distinguish between leading and lagging indicators, establish the median metric numbers, and improvise as we go from time to time. 1. Understand Company Goals: I will start by understandin...Read More
478 Views
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 5
Committing to certain KPIs in customer success without considering their broader impact or relevance to overall business objectives can lead to misguided efforts and low outcomes. The metrics needs to be aligned in every phase of customer lifecycle, reviewed and alter accordingly to the goals of...Read More
432 Views
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesApril 5
In stepping into the Customer Success domain, it's crucial to prioritize KPIs that align with the role's core responsibilities. A strategic approach involves mapping KPIs to the customer lifecycle stages, fostering a sense of purpose and confidence in your efforts. For instance: * NPS Over CSA...Read More
421 Views
Credentials & Highlights
Senior Director - Client Outcomes at Gainsight
Customer Success AMA Contributor
Top 10 Customer Success Contributor
Studied at Bachelors In Information Technology
Lives In Hyderabad, TG
Hobbies include Learning Thirst, PS ( stress buster )
Speaks English, Hindi, Telugu, Tamil