Purpose
Chairsides are a strategic initiative Gainsight deploys to ensure our end users are getting the most out of our system.
Chairsides Process
- Collect feedback on what's working / what's distracting or missing from those who use the solution
- After some very short user research interviews we can come back with a set of recommendations to (a) improve visibility for Managers and Execs and (b) efficiency for end-users.
Exercise Overview
Gainsight CSMs spend time with team members to assess current Gainsight usage, identify gaps, gather feedback for improvement, and ultimately gain a better understanding of key workflows in their role to drive optimization in the platform.
Below is an example Timeline template we use during these meetings!
Introductions
- [End User Name] | [Title] | [Location] | [Length of time at Company/using system]
CHAIRSIDES SURVEY QUESTIONS
- Please rank the tasks which consume most of your time on a weekly basis?
- If you had no interruptions or other fire drills, name one or two actions or task you perform that you feel brings the highest value to your customers. In other words, what is the best use of your time?
- Can you think of any activities we could potentially automate to help or bring value to the customer and/or save you time (e.g. triggered emails)?
- What specific customer information do you have to hunt for most often or takes the most time to find?
- What information would be nice to see in a dashboard about your own portfolio of accounts that you don’t have today?
- How many accounts do you manage?
- Name three (3) key performance metrics that best reflect your contribution to the customer and the company
- “Currently, SYSTEM helps me manage ____ more effectively…” “I wish we had a solution that would also ____ .”
Would love perspectives on how other CSMs have had success in getting these organized with their customer champions and any tips for success!