Introduction
With enhanced productivity and visibility in place, it’s time to streamline the daily tasks and communication for your Customer Success Managers (CSMs). By centralizing processes and utilizing efficient tools, you can significantly boost your team's efficiency. This guide will walk you through optimizing your CSMs' workflow by integrating and consolidating key initiatives, improving communication, and ensuring seamless task management.
This article builds on the foundation set in our previous guide, Enhance productivity and improve visibility. It can be read independently, but it also benefits from the insights shared in our Boost cross-functional collaboration through insight sharing article.
Why does this matter?
Streamlining daily tasks and communication can:
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Increase Efficiency: Reduce the time CSMs spend on repetitive tasks and improve their focus on strategic activities.
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Improve Communication: Ensure that CSMs have easy access to necessary tools and templates, enhancing the quality and consistency of customer interactions.
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Enhance Data Accuracy: Centralize data management to minimize errors and keep customer information up-to-date.
Hot to get started
Ready to streamline your CSMs' daily tasks and communication? Here’s how you can get started:
Step 1: Centralize Spreadsheet-Based Processes
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Review Existing Processes: Identify critical processes currently tracked in spreadsheets that require visibility across teams.
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Create Low Volume Objects: Use Gainsight to create low volume objects that capture these processes, ensuring data is centralized and accessible.
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Develop Reports and CTAs: Build reports to visualize the data and create CTAs based on key changes or actions required.
Step 2: Update Customer Records Efficiently
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Implement Dashboards for Updates: Set up dashboards in Gainsight Home to enable CSMs to update customer attributes and scorecards efficiently.
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Utilize Scorecard Mass Edit: Leverage the Scorecard Mass Edit feature to allow CSMs to make multiple updates quickly.
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Maintain Real-Time Data: Ensure that updates made in Gainsight are reflected in real-time, providing accurate and current information.
Step 3: Access Action Items On-the-Go
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Enable Mobile and Slack Integration: Ensure that CSMs can access Gainsight on-the-go via the mobile app and Slack integration.
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Push CTAs to Calendars and Slack: Use Gainsight’s Calendar Integration and Sally Slackbot to push CTAs and action items to CSMs' calendars and Slack, enabling them to manage tasks effectively.
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Summarize Action Items: Use the Timeline feature to log notes and follow-up tasks during or after meetings, making them visible in the Cockpit.
Step 4: Utilize Common Email Templates
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Install Gainsight Assist: Use the Gainsight Assist plugin to integrate common email templates into CSMs' Gmail or Office 365 inboxes.
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Customize Templates: Ensure templates are customizable so CSMs can tailor messages to meet specific customer needs.
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Log Emails Automatically: Enable the "Log to Timeline" feature to automatically record email communications in the customer's Timeline.
Gainsight features you'll need
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Low Volume Objects: For centralizing spreadsheet-based processes.
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CTAs: To create action items based on changes or tasks.
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Dashboards: For updating customer records and managing tasks.
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Scorecard Mass Edit: To enable bulk updates.
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Mobile App and Slack Integration: For on-the-go access to action items.
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Gainsight Assist: For integrating email templates into inboxes.
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Timeline: To log and track customer interactions and follow-ups.
What’s next?
By streamlining daily tasks and improving communication for your CSMs, you’re setting the stage for enhanced productivity and better customer outcomes. Stay tuned for more strategies on optimizing your team’s workflow and driving success.
Stay efficient, stay connected, and keep driving success! 🚀
Further reading and inspiration