On April 23, 2024 Nuria and I co-hosted a Webinar on how we were able to optimize Onboarding by using Gainsight PX and Gainsight CS.
Here is the original link to the Webinar:
Nuria and I decided to create this post in the Community to address the questions that were raised in the Webinar, but due to time restrictions, we were not able to address.
Here is the complete list of questions. We will add the answers shortly.
Q: With the risk management workflows, can you add more detail as to what are some of the cracks / gaps customers fall into? And how do you identify those?
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Q: Is this the only onboarding program or do you offer a "white glove" implementation services product as well? If so, do implemented clients go this onboarding journey also?
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Q: How does the R&R work with the product team for in-app content and how do you stay aligned?
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Q: How do you align the CS tech touch activities with marketing programs? Does CS and Marketing work together to build out these programs?
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Q: How many team members do you have to manage and host 1:1 onboarding calls, 2 per client? And, on average, how many customers use their two calls?
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Q: Did you visualise the onboarding journey and progress against it to your customer using any of the Gainsight tools?
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Q: How do you monintor engagement on the campaigns? If the customers are not opening/engaging with your content, what do you do?
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Q: What CRM do you all use?
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Q: To clarify, Gainsight offers an LMS-type feature allowing A. clients to pick content they care about most, B. learning paths based on the CSM' knowledge of client product usage, or C. a combo of both.
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Q: If a client no show's your 1 on 1 sessions are you rescheduling or pushing them to the self onboarding workflow?
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Q: It sounds like the highest engagement channel associated with your onboarding journey is in app messaging vs. email for example. Is that correct?
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