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Curious on how others are leveraging Staircase data in Gainsight aside from the Staircase Health Score.  Are you adding AI Summaries to Cheat Sheet?  Using Insights or Events to trigger CTAs or automated emails to customers?  How are you documenting follow up on things that Staircase flags for a customer?

Hey Heather,  

for AI Summaries:

  • Right now: I’ve currently got the Account, Risk & Churn analysis summaries sync’d into our CRM at the company level. Our CSMs own revenue & spend a lot of time in our CRM, and also anyone on the extended account team for a customer gets the benefit of this quick synopsis 
  • soon: I’ll add these to our automated Business Review process 

lifecycle events

  • these are pretty awesome!
  • one example:
  • We have a trigger based on a key customer Adoption event 
  • Based on the trigger, we create a ‘ticket’ to give the CSM a heads up for a recommended activity
  • Staircase then picks up when the CSM engages the customer on the activity, and we use this as a trigger to close the ticket (yaay! The CSM engages the customer and doesn’t have to manage closing tickets & tasks)
  • these lifecycle events show up nicely in the account overview section of SC and give you a nice snapshot of engagement over time for a customer 

hope that helps

-Charlie


Thanks, ​@CharlieFerrao!  Great tips!  Can I ask how you are ingesting Adoption data into Staircase?  We aren’t pulling anything like that in today, so curious if it’s something we should consider.  


hey ​@heather_hansen, I funnel everything through our CRM (HubSpot)

  • you set up the CRM - SC sync
  • and you can then select which fields you’d like to sync into SC

An initial step/exercise was working with the teams to get a short list of Adoption & OKR metrics that truly matter to, and impact, customer outcomes. Once I had that pushed those metrics from our datawarehouse (and a couple of other places) to the CRM.

 

hope that helps and keen to hear what you setup - I’m sure there’s room to evolve and iterate on what we’ve got going here!


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