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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.

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