End User Power Hour Session - Demystifying Customer Health with Scorecards

Series Overview: Gainsight CS End User Power Hour Webinar Series

This series of four webinars is designed to empower CSMs and similar roles. While the Getting Started with Gainsight Webinar and End User Training sessions are designed to provide a foundational understanding of Gainsight features and use cases, these sessions will delve deeper into essential topics to help you save time, discover more customer insights and be more proactive with your actions. Each webinar in the series will address a different topic, details below. You may choose to register for one or all topic areas and in any order you'd like. The only requirement is a foundational understanding and experience with the core Gainsight functionality.

Webinar Descriptions

Demystifying Customer Health with Scorecards

This session will help you understand and use Gainsight's Scorecards, a dynamic health report for every customer. The purpose of scorecards is to standardize customer health assessment and enable the proactive identification of customer risks and opportunities. Key topics include:

• Core Components: Learn about the building blocks of a scorecard, including the overall score and individual measures, and how they are used to calculate health.
• Interpreting Signals: Decipher customer health signals by paying attention to trend indicators and understanding stale scores and exceptions.
• Taking Action: Learn to update manual measures, log activities, and use scorecards to inform your customer success strategy.
• Real-World Use Cases: Explore how to use scorecards to trigger executive business reviews (EBRs), initiate targeted training when product usage drops, and conduct voice-of-customer meetings when dissatisfaction is detected.

***ADDITIONAL WEBINARS IN THE SERIES***

Driving Verified Customer Outcomes with Success Plans & Goals

This webinar focuses on helping users strategically leverage Gainsight Success Plans and Customer Goals to define, track, and verify customer outcomes. You will learn how to:

• Define Success: Capture customer goals that are SMART (Specific, Measurable, Achievable, Relevant, and Time-bound).
• Create Your Toolkit: Use Success Plan features like objectives with measurable criteria and objective-linked calls to action (CTAs).
• Prove Your Value: Associate customer goals with objectives to create a "golden thread" that links every action to a measurable outcome. This linkage allows you to prove tangible value, which helps with renewals and expansion and creates advocates.

Gainsight AI: Supercharging Your CS Journey

This webinar explores Gainsight's "Human-First AI" philosophy and demonstrates how its intelligent tools can make you more efficient, insightful, and proactive. You will learn how to use five key features:

• Copilot: An intelligent assistant that provides quick customer information and can be used for meeting prep, risk management, and internal knowledge retrieval.
• Text Analytics: A powerful feature that evaluates survey and timeline activities to assess sentiment trends, actionable insights, and key themes from customer feedback.
• AI Agent in Slack: Access Gainsight data and get quick updates using natural language queries directly within Slack.
• Write with AI: Leverage generative AI to draft polished content for emails and notes.
• AI Follow Up: Automatically generate meeting summaries and track action items to help you focus on building relationships.

Mastering Your Day with Dashboards

This session shows you how to transform Gainsight's Home Page and Dashboards into a personalized mission control center. The goal is to help you work smarter and become more proactive CSMs who drive impact. The course will cover how to:

• Master Daily Planning: Use the Home Page Cockpit as your single source of truth to manage and prioritize daily tasks.
• Proactively Spot Risk: Use Customer Health Scorecard reports to spot trends and identify potential issues with customers before they escalate.
• Drive Strategic Outcomes: Use dashboards to track your key performance indicators (KPIs), identify expansion opportunities, and enhance business reviews.
• Supercharge Collaboration: Share dashboards with other teams like Sales, Support, and Product to break down silos and ensure consistent customer visibility.