Guides, Training, and Articles to Drive CSM Adoption

I think nothing beats homemade trainings/guides tailored to your instance & use cases. We did/are doing a few things that work well:

Implementation enablement

• VILTs (virtual instructor-led trainings), recorded, focused in on the main elements of Gainsight we use (timeline, C360, CTAs & cockpit)
• Fast Fact sheets (quick reference definitions and screenshots for key features mentioned above)

I’ve found that static enablement gets stale quickly, I prefer a more dynamic approach to enablement, outlined below:

Ongoing enablement

• Live new hire onboarding training (incorporating a Gainsight training for new users during their regular onboarding time)
• Bi-weekly “release notes” on new features or additions to Gainsight, usually including a <2min demo video walking users through a particular update or feature
• I join CSM team meetings every ~6 weeks to do live demos on different features and talk about what’s coming next (like Horizon Analytics or Gainsight Home)
• Gainsight Office Hours: I hold 30min open office hours twice weekly for users to pop in and ask questions on the fly
• #gainsight-questions slack channel monitored by me, for folks to publicly post issues or questions about Gainsight
• Manager meetings. I meet weekly with CS managers to talk through their use of Gainsight, updates to dashboards and reporting, discuss workflows that they can advise their direct reports on...etc