Introduction
Managing risks consistently across your customer base requires a standardized approach. By deploying Risk Playbooks, you ensure that your team responds quickly and effectively to different types of risks, such as low adoption or stakeholder loss. In this article, we’ll guide you through creating and automating risk playbooks in Gainsight, so that your team knows exactly what steps to take when risks arise.
Step 1: Develop Playbooks for Key Risk Categories
To ensure consistent risk management, create playbooks for different types of risks that your team may encounter:
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Low Adoption: For customers lagging in feature adoption, create a playbook that guides CSMs to schedule additional training or provide personalized feature demonstrations. Use Adoption Explorer to track usage data.
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Stakeholder Loss: When a key decision-maker leaves the company, trigger a playbook that guides CSMs to re-engage the new stakeholder through outreach or product value presentations. Use Sponsor Tracking to monitor executive changes.
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Product Issues: For customers experiencing recurring product issues, deploy a playbook that involves escalating the issue to your product team and following up with the customer to ensure resolution. Track product-related risks via Dashboards.
Developing playbooks for different risk categories standardizes your team’s responses and ensures that each risk is addressed with the appropriate action plan.
Step 2: Automate Playbook Deployment Using CTAs
Once your playbooks are in place, ensure they are automatically deployed when a risk is detected:
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Trigger Playbooks with CTAs: Use the Rules Engine to trigger Calls to Action (CTAs) that automatically deploy playbooks when certain risk conditions are met. For example, if a customer’s product usage drops below a threshold, trigger the Low Adoption Playbook to guide the CSM through re-engagement.
By automating playbook deployment, you ensure your team acts immediately when a risk is identified, reducing manual intervention and improving response times.
Step 3: Continuously Refine Playbooks Based on Feedback
Your risk playbooks should evolve over time based on feedback from your team and the effectiveness of previous risk management efforts:
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Review Playbook Effectiveness: Track the success of your playbooks by reviewing Dashboards that monitor outcomes such as increased adoption or successful stakeholder re-engagement. Adjust playbooks as needed based on their effectiveness.
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Gather Feedback from CSMs: Regularly collect feedback from CSMs through surveys or direct team input to understand which playbook steps are working and which need adjustment. Use tools like Gainsight Surveys to gather insights from your team.
Refining playbooks ensures that your risk management process stays effective and aligned with real-world customer outcomes.
Next Steps for Success
With risk playbooks in place:
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Monitor playbook effectiveness: Use dashboards to track how well your playbooks are mitigating risks and improving customer health.
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Automate playbook deployment: Ensure that playbooks are automatically triggered by CTAs when key risk thresholds are met, streamlining your team’s workflow.
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