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lilian_king
lilian_king
Contributor ⭐️⭐️
August 6, 2015
Question

How can I track CSM success using Gainsight (without using retention as a metric)?

  • August 6, 2015
  • 3 replies
  • 107 views
We are looking at ways to show the effectiveness and success of our CSM program.  Our CSM's do not handle renewals or any revenue generation and so we are looking for other metrics to track and were hoping to use Gainsight as a way to do this.  I would love to hear how others have done this successfully.

      3 replies

      tzundelgainsightcom
      tzundelgainsightcom
      Helper ⭐️⭐️
      August 7, 2015
      Hi Lillian! Some of my customers have asked this same question. I'm sure others will have great ideas, too, but one area you can measure is their effectiveness in handling CTAs. While the Leaderboard in the Cockpit section of Gainsight can give you an overview of the number and type of of CTAs and Tasks your CSMs have closed and currently have open, you can create reports with a greater level of detail. I'd suggest creating this simple report as a building block, then you can add fields or filters to bring in any additional data that will help you assess the metrics that are most important to you. Here's how you build it:Subject/ Object = Calls to Action



      Show
      Me: Calls to Action - Choose Count of ID



      By:
      CTA Type Name



      Filter
      by:



      Time
      frame, such as Quarter or last 90 days



      Source
      - Rules & Survey or Manual (or all)



      To focus on revenue associated with the CTAs, simply remove Count of ID and place with ARR or AVR. Please note that that customers may be included more than once (one time for
      each CTA counted)

      I hope this is helpful!



        darkknight
        darkknight
        Expert ⭐️
        December 21, 2015
        IMO the completion of CTAs is not a very effective metric.  So my CSMs completed X CTAs last month.  What does that really tell me?

        What we need to be able to do is measure the impact of CTA completion/milestones on the overall health of the customer (Scorecard),  NPS-specific scores, and utilization.  Is health/utilization trending upward based on the closed CTAs?  What does utilization/score look like after key CSM-managed milestones?

        I have not found a way to do this in Reports 2.0.  I would love to be able to create a report that shows me the number of completed CTAs by week in a Column chart with an overlay Line chart that shows me the customer healthscore by week for the same date range.  Then I can start to imagine how the level of CSM engagement is impacting overall health.
        Jeff Kirkpatrick
          daniel_oberes_b2e3e0
          daniel_oberes_b2e3e0
          Contributor ⭐️⭐️⭐️⭐️
          August 23, 2016
          In usage we can add milestones along with other metrics but CTAs seem noisy and isn't clear on what you may or may not want to include or maybe just the Success Plan Milestones. 

          Client facing would be nice. Internally, I'd like to be able see CSM impact as measured by success plan activity along with health scores, etc as Jeff mentioned above.
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