Change Management 101: How Athena Health Drove Gainsight Adoption and ROI

Session Abstract

Getting your CFO to approve financing a CS Operations team and toolset is the first hurdle. Now how do you demonstrate that it was worth the cost? Laura Salonga, CSM Operations leader at Athena Health, is into her third year leading CSM Operations and managing Gainsight for 500+ users. She will reveal the Athena family recipe for how to achieve strong user adoption and a positive ROI, with tips on how to adapt the recipe to account for different situations. She will share the ingredients and procedures in place that have created the best soup yet - while also being transparent about where the results are not perfect (but still pretty tasty). You will leave this session with at least one new idea for how to drive user adoption and demonstrate the value of your work