Introduction
Key accounts require strategic alignment across teams, including Customer Success, Sales, Support, and Product. By fostering collaboration around actionable insights, your team can improve retention, drive expansion, and deliver a seamless customer experience. This article will guide you through enabling cross-functional collaboration on key accounts using Gainsight’s tools and best practices.
Step 1: Identify Key Accounts for Collaboration
Focus collaboration efforts on high-value or high-priority accounts.
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High-ARR Accounts: Use Scorecards to flag accounts with high Annual Recurring Revenue (ARR) and track health metrics.
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High-ARR Accounts: Configure scorecards to flag accounts with high Annual Recurring Revenue (ARR) and track related health metrics effectively.
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At-Risk Accounts: Identify accounts with declining health scores or unresolved support tickets. Monitor these risks through Cockpit.
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Strategic Growth Accounts: Target accounts with upsell or cross-sell potential based on customer engagement data from Adoption Explorer.
Step 2: Align Teams with Shared Dashboards and Reports
Provide cross-functional teams with a unified view of customer insights.
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Build Shared Dashboards: Create dashboards in Reports and Dashboards to display ARR, health scores, and product usage trends. Ensure dashboards are accessible to all relevant teams.
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Enable Data Filters: Add filters for specific teams, such as Sales focusing on ARR growth or Support prioritizing unresolved tickets, to tailor insights for different needs.
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Share Real-Time Updates: Use Gainsight’s Slack Integration or email notifications to keep stakeholders informed about critical account updates.
Step 3: Facilitate Collaboration with Playbooks and Meetings
Ensure collaboration is structured and actionable through predefined workflows and regular check-ins.
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Deploy Playbooks for Key Accounts: Use How to Create Playbooks to guide teams through tasks like preparing for Executive Business Reviews (EBRs) or resolving escalated issues.
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Schedule Regular Cross-Functional Meetings: Host recurring syncs to align teams on key account goals, progress, and next steps. Use Timeline to log meeting notes and action items.
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Track Collaborative Efforts: Monitor the completion of playbook tasks and meeting follow-ups using Cockpit Analytics.
Next Steps for Success
With cross-team collaboration established, focus on refining processes for better outcomes. Refer to the article Track and Refine Collaboration Processes to learn how to continuously improve collaborative efforts.
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