Introduction
In today’s fast-paced business environment, ensuring your team has the tools and visibility they need is crucial for success. By leveraging Gainsight, you can centralize data and streamline workflows to enhance productivity and visibility across your organization. This guide will show you how to set up personalized dashboards, share insights with leadership, and provide comprehensive visibility to executives.
This article is the foundation for improving your team’s efficiency. Once you’ve mastered these steps, you’ll be ready to boost cross-functional collaboration and streamline daily tasks.
Why does this matter?
Centralizing data and creating customized views for your team can:
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Increase Efficiency: Save time by accessing all necessary information in one place.
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Enhance Visibility: Provide managers and executives with the insights they need to make informed decisions.
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Improve Collaboration: Ensure everyone is on the same page, from CSMs to leadership.
Hot to get started
Ready to transform your workflow? Here’s how you can enhance productivity and improve visibility in your organization:
Step 1: Personalize the Home for CSMs
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Customize the Cockpit: Tailor the Cockpit layout to serve up tasks and CTAs that are most relevant to each CSM.
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Centralize To-Do Items: Use the Cockpit as the central hub for all action items, assigning realistic due dates and creating templates for common activities.
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Collaborate Effectively: Assign CTAs and tasks to teammates to promote collaboration and visibility into completed tasks.
Step 2: Create Effective Dashboards for 1:1 Meetings
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Set Up CSM Dashboards: Create dashboards that give a quick view of the portfolio, helping prioritize actions.
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Customize Reports: Configure reports to display metrics that are crucial for 1:1 meetings, ensuring risks and opportunities are highlighted.
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Utilize Sightline Vault: Leverage existing dashboard templates from Sightline Vault to save time and ensure consistency.
Step 3: Improve Team and Portfolio Visibility
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Implement Manager Dashboards: Provide managers with dashboards that show the ARR managed, percentage of customers managed, and other key metrics.
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Use Global Filters: Add global filters to dashboards to allow managers to view data specific to their needs, such as by CSM or customer segment.
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Regular Reviews: Schedule regular review meetings to go over dashboard insights and adjust strategies as needed.
Step 4: Share Insights with Leadership
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Build Reports and Dashboards: Create high-quality reports and dashboards that highlight team performance, customer health, and other key metrics.
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Automate Reporting: Set up automated subscriptions for dashboards and reports to ensure leadership receives timely updates.
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Focus on High-Impact KPIs: Identify the most relevant KPIs for your leadership team and ensure these are prominently featured in your reports.
Step 5: Enhance Executive Visibility of CS Programs
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Define Key Metrics: Identify the metrics that matter most to your board and executive team.
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Highlight Key Engagements: Include critical customer engagements and touchpoints such as EBRs and NPS scores.
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Utilize Sightline Vault: Use Sightline Vault solutions for executive dashboards to present data in an easily digestible format.
Gainsight features you'll need
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Cockpit: To centralize tasks and action items for CSMs.
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Dashboards: To create and customize views for CSMs and managers.
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Reports: For building high-quality reports and dashboards.
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Sightline Vault: For leveraging existing templates and ensuring consistency.
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C360: To centralize and display customer interactions and feedback.
What’s next?
With these steps, you’ll have a solid foundation for enhancing productivity and improving visibility within your team. Next, you’ll want to focus on Boosting Cross-Functional Collaboration through Insight Sharing and Streamlining Daily Tasks and Communication for CSMs to further enhance your team's efficiency and effectiveness.
Stay productive, stay informed, and keep driving success! 🚀
Further reading and inspiration