Introduction

Ensuring compliance with established engagement cadences is crucial for maintaining strong relationships and driving customer success. Building on the foundations set in our previous guide on Optimizing Executive and CSM Engagements, this guide will help you implement a standardized approach to monitor these interactions and ensure that your team stays on track. By leveraging health score measures, you can easily track compliance for EBRs, executive engagements, and CSM meetings.

Why does this matter?

Tracking compliance with health score measures can:

• Ensure Consistency: Verify that all engagements are happening at the right cadence.

• Identify Gaps: Quickly identify outliers and address compliance issues.

• Improve Visibility: Provide clear insights into customer health and engagement status.

Hot to get started

Ready to track compliance with health score measures? Here’s how you can get started:

Step 1: Track EBR Compliance with a Health Score Measure

1. Log All EBRs in Timeline: Ensure every EBR is logged in the Timeline for global visibility.

2. Assign Ownership of Tasks: Use tasks associated with Timeline entries to assign ownership of related action items.

3. Create Reports and Dashboards: Develop reports to track when the last EBR occurred and identify customers out of compliance.

4. Influence Customer Health: Based on EBR occurrences, influence the customer health measure accordingly.

Step 2: Track Exec Engagement Compliance with a Health Score Measure

1. Log All Exec Engagements in Timeline: Use Gainsight Assist or BCC to Timeline to log every executive engagement.

2. Assign Ownership of Engagement Follow-up Tasks: Use tasks associated with Timeline entries to ensure follow-ups are assigned.

3. Set Up Health Score Measure Automation: Create a health score measure for “Executive Engagement” and set up rules to adjust the health score based on engagement compliance.

4. Develop Reports and Dashboards: Track the last exec engagement, compliance status, and upcoming engagements.

Step 3: Track CSM Meeting Compliance with a Health Score Measure

1. Define Meeting Types and Cadence: Decide which meeting types should influence the meeting cadence score and document these business rules.

2. Log All CSM Meetings in Timeline: Use Gainsight Assist or BCC to Timeline to log every customer meeting.

3. Assign Ownership of Follow-up Tasks: Use tasks associated with Timeline entries to ensure follow-ups are assigned and completed.

4. Create Reports and Dashboards: Track when the last customer meeting occurred and ensure it meets the defined cadence.

5. Influence Customer Health: Adjust the customer health measure based on the timing and frequency of CSM meetings.

Gainsight features you'll need

• Timeline: To log and track meetings and engagements.

• CTAs: To create action items and ensure timely follow-ups.

• Scorecard: To measure compliance and adjust health scores based on engagement activities.

• Rules Engine: To automate the adjustment of health scores and create CTAs based on compliance.

• Reports and Dashboards: To visualize engagement compliance and identify gaps.

What’s next?

With these steps in place, you’ll be able to track compliance with health score measures effectively, ensuring that all engagements occur as scheduled and maintaining strong customer relationships. Stay tuned for our next article on Standardize Stakeholder Management to learn how to manage changes in executive stakeholders consistently and effectively.

Stay compliant, stay informed, and keep driving success! 🚀

Further reading and inspiration

• Blog: Scorecards: Quantifying Customer Health

• Study Report: Measuring Customer Health To Drive The Right Conversations