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Hi Everyone! I would like to start a discussion around digital success tactics that actually enable and help Customer Success Managers (CSMs).

  • Where has your team implemented automations, notifications, alerts, etc. to enable CSMs? 
  • What customer data (e.g., changes in product usage, cSAT score, open tickets after X time) are you surfacing to CSMs and why?
  • What is in your CSM’s wishlist of actions they wish they could automate?
  • What information tends to get forgotten that is important to CSMs?
  • How are you utilizing the Gainsight suite in all of the above?

 

 

 

Hello!

We are starting our first CSM Tech Touch digital strategy using GS.  We are a healthcare company so any folks that fit that footprint - I would love the opportunity to connect.  Tips & tricks are welcome.  We have successfully launched a handful of journeys to a large customer base.  I would like to learn more about how to improve open/click rate and any other functionality via GS that we can utilize.  

Look forward to connecting! 🙌

Hi @veltrim , best of luck in your digital strategy journey! What more can you share about the journeys you have launched? 

We are also working on tactics to improve our open/click rate. One of the areas we have identified as a challenge is our contact list. We’re doing a clean up and putting together a framework for regular maintenance moving forward. The hope is that if our contact list is defined as technical admins, active end-users, and updated from our account teams then the information should be relevant to the audience. If we still don’t see improvements, we can look into copyediting, cadence, A/B testing, etc.

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