One of the best parts of my job is that I get to connect with people around the world and learn how they accomplish their work. Recently, I ran A Day in the Life of a PX CSM webinar to help provide insight into how I get my job done. The webinar offered a look at how I leverage all Gainsight products to drive customer success.
I shared how my experiences have shaped my current role where a key focus for me was understanding product usage and how that helps drive customer success. I highlighted that while it is important to know all the features of the product, it is more important to know how to use them strategically. My goal for the webinar was to provide concrete examples of how I use Gainsight products, and learn from the audience what they wanted to know more about.
Key Themes and Takeaways
- Leveraging Gainsight Products: In my daily work, I leverage several Gainsight products, including:
- Gainsight CS: For managing customer relationships, reviewing customer health, and planning renewals.
- Gainsight Product Experience (PX): For understanding product adoption, tracking user behavior, and engaging with users in-app.
- Gainsight Customer Communities (CC): As a resource for content and customer engagement.
- Gainsight Customer Education (CE): As a resource for educational content to keep myself and my customers educated.
- Staircase AI by Gainsight: For tracking key customer interactions across the organization and receiving alerts to facilitate timely action.
- Product-Led Growth (PLG): The webinar touched on how product-led growth strategies can be leveraged to drive growth across the user/account lifecycle. These stages include onboarding, adoption, retention, and growth. I highlighted examples of how to use the Gainsight platform to support each of these stages.
- Preparing for Customer Meetings: I shared my typical agenda for customer meetings, which includes reviewing PX usage, progress, success plans, and upcoming releases. I also use the Gainsight platform to review past call notes, adoption data, and survey responses. This includes paying attention to negative survey responses.
- Utilizing Data for Action: A major theme was using data to inform actions and strategies. For instance, I demonstrated how to use in-app renewal reminders, release notes, and adoption reports to engage users. I also shared that it is possible to create custom dashboards to track key metrics.
Practical Use Cases
I shared several practical examples, including:
- Working with marketing to find the right audience for the webinar, using Gainsight PX to target users of specific features.
- Using product usage reports to discuss feature updates with customers.
- Monitoring Staircase alerts and reviewing reports to prepare for the end of our fiscal year.
- Monitoring CTAs when customers haven’t logged in.
- Identifying power users and using data to show customers their product usage.
Final Thoughts I hope this recap gives you a good idea of what I covered. Remember, the goal is to not just have access to the data, but to use the data to drive customer success and improve the overall product experience. What other questions do you have, and what other topics would you like to discuss in future webinars?
Since our ice breaker asked which movies we enjoy watching around Valentine’s day, I will end with the list we came up with to help you prepare for your next movie marathon:
- Groundhog Day (My personal favorite)
- Lord of the Rings Trilogy (Extended Editions of course)
- Bram Stoker's Dracula
- How to Lose a Guy in 10 Days
- Forest Gump
- When Harry Met Sally
- Bridesmaids
- The Notebook
- A Charlie Brown Valentine
- And finally… Die Hard