Would love to know what people are thinking in terms of processes and Gainsight configuration associated with them.
A customer of mine has multiple SKUs and a subset of these get sunsetted every year. If they use automation, it is hard to define a programatic approach towards it because a CSM has to get on a phone and let the customer know that this option is being sunsetted.
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Could you automate the notification (email) to the end user informing them that the product option is sunsetting. Then include a survey (yes or no) asking the end user if they would like to speak with CSM to review replacement product etc?
Elliot, since there are multiple SKUs, some of which is sunsetting, there will be multiple programs and multiple paths to take.
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