Introduction
Feedback is a powerful tool for refining strategies, improving processes, and aligning with customer needs. By systematically collecting actionable feedback at key touchpoints, you can ensure that customer insights directly inform decision-making and value delivery. This article outlines how to gather, organize, and leverage customer feedback effectively using Gainsight tools.
Step 1: Design Feedback Surveys Aligned with Customer Goals
Use surveys to gather structured, actionable feedback that aligns with customer objectives.
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Leverage the Customer Goals Feature: Use Customer Goals to identify areas where feedback is most needed.
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Design Goal-Oriented Surveys: Use Survey Design to create targeted questions that address key objectives like adoption, satisfaction, or ROI.
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Distribute Surveys Strategically: Automate survey distribution using Journey Orchestrator.
Step 2: Collect Feedback at Critical Touchpoints
Focus on key moments in the customer lifecycle to gather meaningful insights.
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Post-Onboarding Surveys: Capture feedback on the onboarding process to identify areas for improvement.
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Pre-EBR Inputs: Use surveys to gather customer priorities and align on discussion topics ahead of EBRs.
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Post-Interaction Feedback: Collect insights after major customer interactions to assess satisfaction and value received.
Step 3: Organize and Analyze Feedback
Turn raw feedback into actionable insights.
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Centralize Feedback in Timeline: Log key survey results and direct customer feedback in Timeline.
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Use Dashboards for Analysis: Build dashboards to identify trends, recurring issues, and areas for optimization. Refer to Dashboards for visualization.
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Segment Feedback by Personas or Accounts: Group feedback based on customer segments to tailor solutions effectively.
Step 4: Close the Feedback Loop
Ensure customers see how their feedback drives change and improvement.
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Communicate Changes: Share updates with customers on how their feedback has influenced your processes.
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Refine Success Plans and Goals: Use Success Plans and Customer Goals to incorporate customer-driven improvements.
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Track Impact Over Time: Monitor how changes driven by feedback impact key metrics like adoption or retention.
What’s Next?
The next step is to analyze feedback trends to identify improvement areas and make data-driven refinements to strategies.
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