As a CSM / CS Leader, I want access to the new Simple Journeys feature for my book of business so that I can more easily communicate with my entire book of Customers.
Requirements
- Access would need to be limited to only the Companies and Contacts to which a user is associated as their [(CSM) - (CS Leader) - (AM - Sales) - (PM - Product)]
- Tokenized email capabilities (JO Simple Programs, essentially)
- Reporting interface accessible at a user level
- Opens
- Click throughs
- Bounces
- Check box field at a Contact level that designates a contact as Do Not Contact using mass communications.
- GS Admin ability to enable or disable the feature in the instance, by segment, by user type.
- Potential use case of only CS Leaders having access to the tool in an organization.
- 2.0: Ability to schedule recurring templates as a user for my customers.
- Use case: Usage reporting based on customer’s needs and priorities; better usage report = better visibility and better usage over time.
Context
- Currently, Simple Journeys is only available for certain admin level roles within Gainsight.
- A CSM has to be an effective communicator. Currently, I have to manage all of my customer communication at a 1:1 level using Gmail/Outlook
- I can use GS templates but it is still incredibly manual and tedious and all done outside of Gainsight.
- The goal of this feature is to truly make Gainsight the software users live out of to empower their customers.
Use Cases
- CSM
- Send content and communication out to my customers en masse; allowing me to share product insights, best practice content, and other important information to established personas and contacts efficiently across my customer base.
- Greatly improve both CSM efficiency and efficacy as they increase their ability to communicate and connect with customers.
- Include reporting capability into the body of the templates and CSMs could easily create a custom usage dashboard for
- CS Leader
- Regional communications about key initiatives, product updates, important/urgent company level comms.
- Particularly useful if CS Directors play a largely customer facing role (attending EBRs and other meetings, managing escalated risks, etc.) as it can keep them as a more regular face in the relationship.
- Thought Leadership communication with any customers of a certain type chosen with filterable fields.
- Renewal Sales
- Send reports / tables that house usage or renewal information to my customers with a renewal within xx amount of days; more easily automate this process
- Filter existing customers and contacts to a particular Product, use case, persona type, willingness for advocacy, etc. to find a connection for a potential prospect.
- Product Manager
- Filter existing customers and contacts to a particular Product, use case, persona type, willingness for advocacy, etc. to reach out to as a potential beta tester of a feature, and do so en masse.
Problems Improved/Solved
- Improve CSM efficacy by allowing them to think of and execute on how to to better help their customers at scale.
- Encourage frontline team members to create effective content that can be templatized and used at scale.
- Gather campaign data to determine which templates are working most effectively, allowing continued iteration on journeys and workflows to improve the customer experience.
- Contact cleanliness and management will happen naturally as a result of teammates communication efforts. The proper gathering of personas and needed contacts at a customer will be prioritized because it will be in view regularly.
- Possible PX integration to insert a pop-up for my customers into the product as a CSM.
