Proactive Outreach Strategies for Customer Success | Day in the Life of a CSM webinar reacap

Thank you again for joining the Day in the Life of a CSM - Proactive Outreach Strategies for Customer Success webinar live! 🤗  If you missed it, don’t worry, you can still review the recording. 

There were so many great questions throughout the meeting - thank you! Below see additional information below.  If there is a question we did not answer during the webinar, or in this post, please do not hesitate to reach out! 📤
 

AI Cheat Sheet - The AI Cheat Sheet is a powerful widget that can be integrated into your 360 view. This feature utilizes Generative AI to generate a comprehensive narrative summary based on critical customer metrics, strategic priorities, risks, product requests, renewals, executive changes, and more, drawing from the last six months of Timeline entries. The accuracy and effectiveness of the AI Cheat Sheet are directly influenced by the quality and completeness of the Timeline data. 

• AI Cheat Sheet Overview

Co-Pilot Ask (currently in beta) - Co-Pilot Ask is an advanced conversational tool designed to deliver insights based on comprehensive data analysis. It enhances the value of the Timeline by providing contextual insights and a deeper understanding of your customers, empowering users to independently gain a more thorough understanding of the product. Co-Pilot Ask responds to user inquiries by leveraging information from both the Timeline and the Knowledge base (product documentation). Users can pose questions about specific customers or across multiple customers, and the AI will search through either the individual customer's Timeline or the global Timeline, respectively, to generate answers. The tool also displays links to the relevant Timeline posts from which the answers are derived. For product-related questions, Co-Pilot Ask searches through the Knowledge base to provide accurate responses. Currently in beta, Co-Pilot Ask is slated for release later this year or in early 2025, although the timeline is subject to change.

Success Plans - Success Plans enable Customer Success Managers (CSMs) to capture, monitor, and communicate the progress of their customers’ key objectives. Once set up, CSMs can manually create Success Plans within the Success Plans and C/R360 pages. For more details, refer to the Success Plan Overview. 

If your customer is not strategically focused, that's perfectly acceptable. Customers typically have business goals or challenges they are aiming to address. This provides an excellent starting point for CSMs to align with their customer’s current level of organizational maturity. From there, CSMs can work collaboratively with customers to achieve their business objectives and desired outcomes while addressing and mitigating any challenges.

There is also an option to share the Success Plan with other users (internal) or external stakeholders via email, offering a quick and efficient way to collaborate as a team. For additional details, see Share Success Plan.

• Success Plan Overview
• Share Success Plan

Playbooks - Playbooks can be configured with predefined CTAs (Call-to-Actions) to guide Customer Success Managers (CSMs) through the appropriate steps. These Playbooks are instrumental in disseminating and standardizing best practices across the organization.

• CTAs, Tasks, and Playbooks Overview

Associated Records - The system offers an option to associate records, enabling a timeline activity to be linked to multiple records, such as Company, Relationship, Cases, or CTAs. For example, when a Customer Success Manager (CSM) facilitates a networking call between two customers and records notes in the Timeline, they can associate both records with the Timeline activity, ensuring it appears in both accounts. This feature streamlines the process of logging activities, reducing the time and effort required for effective documentation.

• Configure Associated Records to Timeline

Scorecards - Health Scores are vital for proactively monitoring key indicators of your customers' health, such as usage trends and other critical dimensions. Gainsight Scorecards allow you to track multiple aspects of a customer's health while offering robust reporting capabilities on these metrics. The data used within the Scorecard will vary depending on factors such as your specific business objectives. 

Additionally, Gainsight Administrators have the option to mass-update Scorecard data through a Mass Edit report, streamlining the process of managing customer health metrics.

• Scorecards Overview
• Edit Scorecards with Mass Edit Report
• Blog: Essential Considerations For Your First Customer Scorecard
• Blog: How to Score Customer Health

People Maps

People Maps offer a graphical representation of an organization's hierarchy, allowing you to visualize reporting relationships. This visualization enables you to identify and connect with the appropriate contacts within the organization efficiently. 

• Build People Maps

Slack Integration

By leveraging the Slack and Gainsight integration, you can receive real-time updates about your customers directly in Slack through Company Intelligence. This feature allows you to receive notifications either via Slackbot (Sally) or within specific Slack channels where teams or communities may wish to monitor the same companies. You can easily follow, unfollow, and view the list of companies to which you or your channel are subscribed. Getting started is simple, as you are automatically subscribed to follow the customers you already track within Gainsight. A particularly valuable feature is the ability to create call-to-actions in Slack, enabling you to promptly follow up on notifications.

• Gainsight Notifications in Slack

Digital Touch / Tech Touch Segments

There are multiple ways to kick-start your journey or take you to the next level! I have included a few of my personal favorites on this topic: 

• Community Post: Why Personalization in Digital Customer Success Matters
• Blog Post and related Webinar: The Art of Personalization at Scale
• Community Post: Building a Tech Touch/Digital Led Segment
• Blog Post: Building Your Digital Customer Success Program
• Blog Post: Measuring Digital Customer Success

Data Integration

Gainsight provides the capability to integrate data from various sources. This can be achieved through several methods, including but not limited to Connectors, the Rules Engine, S3, and API integration.

• Connectors
• API and Developer Docs

Thank you! 🙌

Fantastic stuff, @K_C_! Sorry to have missed this live, but just caught the recording -- it’s jam packed of goodness! 🙌