Introduction
Setting up lifecycle stages and transition criteria is a powerful start to structuring the customer journey. However, to maintain consistency and enable scalability, it’s crucial to configure Gainsight to track each stage’s performance and automate key actions. In this article, you’ll learn how to set up Gainsight’s tracking and automation capabilities, streamlining the customer journey from onboarding to renewal.
Step 1: Set Up Scorecards to Track Lifecycle Stage Progress
Scorecards are essential for tracking customer health and engagement throughout each lifecycle stage. By configuring Scorecards to reflect specific stage metrics, you create a centralized view of customer progression and health.
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Define Health Measures for Each Stage: Create health measures that align with each lifecycle stage. For instance, you might track setup completion for Onboarding, feature usage depth for Adoption, and engagement frequency for Renewal. Use Scorecards to set up individual measures for each stage’s critical metrics.
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Establish Thresholds for Each Measure: Set clear thresholds to define healthy, neutral, and at-risk statuses for each measure. For example, establish thresholds for product usage to indicate whether a customer is actively adopting or may need additional support. Configure these in Scorecard Schemes to keep health scores consistent across your customer base.
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Monitor Health Scores in Real-Time: With Scorecards configured, you can view real-time health scores across your customer portfolio. Use Dashboards to track trends, making it easy for CSMs to prioritize customers who may need intervention.
Step 2: Automate Lifecycle Stage Transitions Using Rules Engine
Manually tracking and managing each customer’s progression can be challenging, especially as your customer base grows. By setting up automated rules in Gainsight’s Rules Engine, you can ensure smooth transitions through each stage without requiring manual oversight.
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Define Automated Rules for Stage Progression: Configure Rules Engine to automatically transition customers based on pre-defined criteria, such as usage milestones, engagement frequency, or onboarding task completion. For example, set a rule that moves customers from Onboarding to Adoption once their Success Plan is completed.
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Create Triggers for Risk Alerts: Use Rules Engine to trigger CTAs when customers show signs of risk, such as low usage or missed milestones. For instance, set a rule to alert CSMs if a customer remains in a stage beyond the typical duration, indicating potential disengagement. CTAs ensure that CSMs receive timely notifications for at-risk customers.
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Automate Compliance Alerts: If customers are not progressing as expected, automate compliance alerts to remind CSMs to check in. For example, a rule can trigger an alert if a customer has not moved out of the Onboarding stage within a certain timeframe, helping ensure they receive the support needed to progress.
Step 3: Visualize Customer Progression with Dashboards
Dashboards provide an at-a-glance view of where each customer stands in their lifecycle, helping your team identify trends and address issues proactively. Setting up Dashboards enables your team to monitor customer progress, track compliance, and see the impact of your engagement strategies.
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Create Stage-Specific Dashboards: Set up separate dashboards for each lifecycle stage, displaying metrics that are critical at that stage. For instance, an Onboarding dashboard could show setup completion rates and first login metrics, while an Adoption dashboard might track feature engagement and active usage. Use Reports and Dashboards to create customized views.
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Monitor Stage Transitions and Health Trends: Visualize transitions between stages by adding reports that show how long customers spend in each stage and whether they meet health score thresholds as they progress. Use Scorecard Reports to monitor health trends across lifecycle stages, helping you proactively address customers who are struggling to progress.
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Track Compliance and Stage Distribution: Set up compliance dashboards that track adherence to stage-specific milestones and timelines. For example, a dashboard showing the percentage of customers who complete onboarding tasks within a set period can highlight compliance strengths and weaknesses.
Next Steps for Success
Once you have configured Gainsight’s tools for tracking and automation, focus on monitoring and refining these settings as your customers’ needs evolve. With automated transitions, real-time health tracking, and comprehensive dashboards in place, your team can deliver a smooth, consistent journey that drives customer success.
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