Automating the Customer Journey

Explore best practices for automating customer journeys: outreach, proactive alerts, and self-service guidance

Define and structure the customer lifecycle

Define key stages in the customer lifecycle

Set transition criteria for lifecycle stages

Tailor lifecycle stages to customer segments

Configure Gainsight for tracking and automation

Monitor and optimize lifecycle stage performance

Automate onboarding and early engagement

Set up an automated welcome process for new customers

Automate onboarding tasks with success plans and reminders

Use in-app guides for real-time onboarding support

Monitor early engagement and adapt communication strategies

Proactively engage low-engagement customers with targeted CTAs

Drive adoption and expansion with targeted engagement

Automate targeted engagements for adoption

Proactively address low adoption with targeted CTAs

Identify expansion opportunities with predictive analytics

Automate expansion messaging based on customer needs

Track and refine adoption and expansion success

Proactively manage risk and retention

Identify at-risk accounts using automated triggers

Prioritize at-risk Accounts by severity and ARR

Deploy playbooks to address common risk scenarios

Set up escalation paths for high-severity risks

Monitor and refine risk and retention strategies

Ensure compliance and visibility across journey stages

Define compliance metrics and checkpoints across stages

Automate alerts for non-compliance

Monitor compliance and lifecycle progression with dashboards

Set up escalation paths for extended non-compliance

Refine compliance and visibility strategies based on data and feedback