Take Action on Adoption Gaps with CTAs and Playbooks

Introduction

Addressing adoption gaps requires targeted and structured interventions. By leveraging Gainsight’s tools like CTAs and Playbooks, you can ensure consistent follow-ups and effective engagement strategies. This article explains how to create actionable CTAs and deploy Playbooks to address low adoption, ensuring proactive customer management.

Step 1: Create CTAs to Address Low Adoption

CTAs enable your team to follow up on adoption gaps systematically.

• Configure Adoption CTAs: Use the Rules Engine to trigger CTAs based on adoption metrics such as low feature usage or declining engagement.

• Prioritize CTAs: Assign priorities to CTAs (e.g., “Critical,” “Moderate”) to ensure timely action on high-impact accounts.

• Assign Relevant Owners: Automatically assign CTAs to the appropriate CSMs to drive accountability and ownership.

Step 2: Deploy Playbooks for Targeted Engagement

Playbooks provide step-by-step guidance to address specific adoption challenges.

• Customize Playbooks: Create Playbooks tailored for scenarios like low feature adoption or onboarding challenges using Playbooks.

• Include Resources in Playbooks: Attach resources like email templates, training materials, or FAQs to streamline customer communication.

• Enable Cross-Team Collaboration: Define clear roles for cross-functional teams (e.g., CS, Support) within the Playbook to ensure consistent execution.

Step 3: Automate CTA and Playbook Deployment

Automation ensures adoption gaps are addressed promptly and consistently.

• Set Trigger Rules: Use the Rules Engine to automate the deployment of CTAs and Playbooks based on health scores or feature usage thresholds.

• Align Automation with Priorities: Customize rules to trigger different Playbooks for high-priority accounts versus moderate-priority ones.

• Track Execution in Timeline: Log all CTA and Playbook actions in the Timeline to maintain a record of completed tasks and outcomes.

What’s Next?

With a system of CTAs and Playbooks in place, your team is well-equipped to address adoption challenges proactively. Remember to regularly refine these tools based on performance feedback to maximize their effectiveness.

Explore More

• Guide: Adoption Metrics - Tutorial & Examples

• Blog: How to Manage Customer Health Scores

• Support Resource: How to Create Playbooks

• Support Resource: Rules Engine Overview