Introduction
Tracking compliance and customer progression through each lifecycle stage is essential for maintaining a smooth, consistent journey. Dashboards provide a real-time view of customer compliance and highlight any delays or potential issues in their journey. This article will guide you through setting up Gainsight dashboards to monitor compliance and lifecycle progression, giving your team the insights needed to provide proactive support.
Step 1: Set Up Stage-Specific Dashboards
Creating dashboards for each lifecycle stage allows your team to monitor compliance and progress at every step of the journey.
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Onboarding Dashboard: Track key onboarding metrics, such as task completion rates, initial training attendance, and account setup status. Use Success Plans to populate this dashboard with data on onboarding tasks, ensuring that customers complete the necessary steps for a successful start.
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Adoption Dashboard: Monitor feature usage and engagement levels during the Adoption stage to ensure customers are actively using core functionalities. Use Adoption Explorer to pull data on feature usage trends, helping CSMs identify customers who may need additional guidance.
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Renewal Dashboard: Track engagement levels and compliance with touchpoints in the Renewal stage. Use Timeline to log interactions, such as business reviews and check-ins, ensuring customers are engaged and prepared for renewal discussions.
Step 2: Visualize Compliance and Non-Compliance Trends
Visualizing compliance data across stages provides a clear overview of where customers may be experiencing issues or delays.
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Compliance Tracking by Stage: Set up widgets to display the percentage of customers in each stage who are compliant or non-compliant with key metrics. Use Scorecards to track compliance statuses, such as “On Track,” “At Risk,” or “Non-Compliant,” across different stages.
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Identify Trends in Non-Compliance: Monitor trends in non-compliance to identify common issues that may require adjustments. For instance, if multiple customers fail to complete onboarding tasks, consider refining the onboarding process. Use Dashboards to visualize non-compliance trends, allowing your team to make data-driven improvements.
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Track Time in Each Stage: Visualize the average time customers spend in each lifecycle stage. Extended durations may indicate challenges in progression, while short times in critical stages may indicate a need for additional engagement. Configure this metric within Dashboards to easily monitor time-based trends across customer journeys.
Step 3: Set Up Automated Alerts for Key Compliance Metrics
Automated alerts based on compliance metrics ensure that your team is notified when customers face significant delays or challenges in progressing through stages.
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Create Rules for Delayed Progression: Use Rules Engine to set up automated alerts for customers who spend too long in a particular stage. For instance, if a customer remains in Onboarding for more than 30 days, a rule can trigger an alert for the CSM to follow up.
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Set Up Non-Compliance Alerts for Key Metrics: Configure alerts for critical compliance metrics, such as incomplete Success Plan tasks or lack of feature adoption. These alerts help CSMs proactively engage with customers who are falling behind on their journey.
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Notify Managers for Persistent Non-Compliance: For prolonged or repeated non-compliance, set up alerts to notify managers or senior CSMs. This ensures that critical compliance issues receive additional support and attention.
Next Steps for Success
With dashboards and automated alerts, your team can monitor compliance and lifecycle progression in real-time, ensuring timely support for customers. For further optimization, the upcoming article will cover setting up escalation paths for accounts with extended non-compliance.
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