In our recent webinar, we explored how the integration of Gainsight PX and Gainsight CS empowers Customer Success teams to move from reactive support to strategic enablement—using product adoption data as a guiding light.
🔍 Why Adoption Data Should Be a CS Priority
Adoption is a direct indicator of perceived value. When usage drops, risk rises. High adoption, on the other hand, correlates with higher retention, stronger expansion potential, and a more credible success story. Simply put: if your product isn’t being used, no amount of sentiment can compensate for the gap.
📈 Turning Insight Into Impact
PX and CS together offer a powerful combination:
- Product usage visibility down to the feature and user level
- Automated workflows that respond to changes in behaviour
- Early interventions before minor issues become major escalations
This alignment enables Customer Success teams to prioritise accounts intelligently and act with precision—rather than intuition.
🧩 Common Challenges (and Why They Persist)
Many teams face familiar roadblocks:
- Limited access to usage analytics
- Reliance on technical resources to instrument tracking
- Difficulty scaling enablement without adding headcount
And perhaps most importantly—CSMs often find themselves solving for adoption manually, one customer at a time, instead of relying on scalable data-driven strategies.
🛠️ The PX + CS Solution
By bringing product data into the heart of Customer Success workflows, you can:
- Automate onboarding and feature education
- Trigger CTAs based on real-time engagement signals
- Drive better alignment across product, marketing, and success teams
The result? A coordinated, proactive customer experience that reflects both the intent and execution of your customer strategy.
🎥 Didn’t catch the live session? Watch the recording here.
We also covered how to integrate PX and CS data step-by-step, so you can begin unlocking the full value of this powerful combination right away. Don’t miss the exact walkthrough—it's all in the webinar recording.
Already bringing PX and CS together in your workflows? Share your takeaways or tips in the comments below—we’d love to hear from you!