Best Practices - Using Staircase Events or Insights in Gainsight

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!