Introduction
In Customer Success, siloed information can hinder collaboration and lead to missed opportunities. Sharing actionable insights across teams—such as Sales, Support, and Marketing—ensures that everyone is aligned on customer priorities and outcomes. This article will guide you through enabling seamless cross-functional collaboration by sharing critical insights from Gainsight using integrations, dashboards, and notifications.
Step 1: Identify and Prioritize Key Insights to Share
Not all data needs to be shared—focus on insights that drive alignment and decision-making.
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Customer Health Signals: Share real-time health scores and risk signals with Sales and Support teams to prioritize engagement with at-risk accounts. Use Scorecards to monitor and flag these accounts.
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Account Opportunities and Whitespace Analysis: Use reports to identify upsell and cross-sell opportunities, sharing these insights with Sales to align on expansion strategies.
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Support Trends and Customer Feedback: Share insights from Timeline and customer feedback surveys to ensure Support and Marketing teams are aligned on customer needs.
Step 2: Enable Collaboration Through Integrations
Integrations ensure that insights are available in the tools your teams use daily.
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Share Insights in Slack: Use Gainsight’s Slack Integration to surface critical customer updates in Slack channels, enabling real-time collaboration.
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Embed Gainsight Insights in Salesforce: Provide Sales with embedded dashboards and reports directly within Salesforce to align their efforts with Customer Success priorities.
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Notify Teams via Email or Zendesk: Send automated updates to relevant stakeholders when health scores change, risks arise, or CTAs are triggered. Leverage Call-to-Action (CTA) Notifications to ensure the right teams are alerted promptly, enabling timely interventions.
Step 3: Facilitate Cross-Team Alignment with Dashboards
Dashboards provide a centralized view of customer insights for cross-functional collaboration.
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Build Unified Dashboards: Create dashboards that aggregate customer health, engagement metrics, and opportunities into a single view. Use Dashboards to ensure all teams are working from the same data.
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Set Filters for Specific Teams: Tailor dashboards for different teams by adding filters for data relevant to their responsibilities, such as ARR for Sales or support tickets for Support teams.
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Automate Dashboard Updates: Schedule regular updates to ensure that dashboards remain accurate and actionable without requiring manual intervention.
Next Steps for Success
With cross-functional teams aligned, focus on proactive collaboration for high-priority accounts. Refer to the article Promote Cross-Team Collaboration on Key Accounts for strategies to engage strategically with key customer segments.
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