Automate Advocacy Engagements with CTAs and Playbooks

Introduction

Manually managing advocacy activities can lead to inefficiencies and missed opportunities. Gainsight’s CTAs and Playbooks streamline advocacy engagement by automating tasks, ensuring consistent execution, and scaling engagement efforts. This article provides a step-by-step guide to automating advocacy workflows to drive efficiency and deepen customer relationships.

Step 1: Automate Advocacy Task Assignments

Ensure advocacy activities are assigned and tracked systematically.

• Set Up Automated CTAs: Use the Rules Engine to trigger CTAs based on predefined criteria, such as high NPS scores or successful case study participation.

• Assign Tasks to Teams: Automatically assign tasks to the relevant CSMs or Advocacy Managers for follow-up, ensuring clear accountability.

• Monitor Task Completion: Use Cockpit Dashboards to track CTA progress and ensure timely execution of advocacy tasks.

Step 2: Build Playbooks for Consistent Advocacy Engagement

Create structured workflows for common advocacy activities.

• Design Advocacy Playbooks: Develop Playbooks for recurring tasks, such as preparing customer testimonials, coordinating reference calls, or inviting customers to events. Refer to How to Create Playbooks.

• Incorporate Relevant Customer Data: Use C360 Layouts to ensure Playbooks include key details like customer goals, recent interactions, and health scores.

• Standardize Handoff Steps: Include steps for handing off tasks between teams, ensuring seamless transitions and thorough knowledge sharing.

Step 3: Scale Engagement with Journey Orchestrator

Automate personalized outreach campaigns to engage advocates at scale.

• Set Up Advocacy Campaigns: Use Journey Orchestrator to create email campaigns inviting advocates to participate in activities like webinars, reviews, or case studies.

• Trigger Contextual Messages: Deploy in-app messages through PX to engage advocates as they use key product features.

• Track Campaign Performance: Monitor metrics like open rates, response rates, and completed advocacy activities using Dashboards.

What's Next

By automating advocacy workflows with CTAs, Playbooks, and Journey Orchestrator, your team can scale engagement efforts without sacrificing consistency. Use these tools to maintain strong relationships with advocates and continuously expand your advocacy program.

Explore More

• Guide: How to Create Playbooks

• Blog: How We Drive Advocacy at Gainsight

• Webinar: Building a Bench of Advocates