Introduction
Consistent and effective management of customer risks requires standardized processes that guide your team through each unique scenario. By using playbooks, your team can respond to common risk situations—such as low feature adoption or support-related issues—with structured actions that are proven to be effective. This article will guide you through setting up Gainsight playbooks to address moderate-risk scenarios, ensuring that CSMs have clear steps for proactive and consistent engagement, while escalation paths will handle high-severity risks.
Step 1: Develop Playbooks for Key Risk Types
Start by identifying the most common risk scenarios your team encounters, then create specific playbooks for each one.
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Low Feature Adoption: For customers showing low engagement with core features, create a playbook that includes steps such as offering personalized training, sharing best practices, and scheduling follow-up check-ins. Use Adoption Explorer to track feature adoption and identify accounts that need additional guidance on key functionalities.
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Support-Related Issues: When customers submit multiple support tickets or show signs of dissatisfaction, a support-focused playbook can help CSMs address concerns and follow up on unresolved issues. This playbook might include steps like conducting a root-cause analysis, coordinating with the support team, and scheduling a check-in call. Use Timeline to log interactions and keep a record of all customer conversations.
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Declining Health Scores: For customers with dropping health scores, create a playbook that focuses on identifying underlying causes and re-engaging them with personalized strategies. Use Scorecards to monitor health scores and set triggers for playbook deployment when scores fall below a certain threshold.
Step 2: Automate Playbook Deployment with Rules Engine
Automating playbook deployment ensures that each risk scenario is addressed promptly, without relying on manual intervention.
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Set Up Rules for Automatic Playbook Triggers: Use Rules Engine to configure rules that automatically deploy playbooks based on specific risk triggers. For example, if a customer’s health score falls below a defined threshold, a “Low Health Score” playbook can be triggered immediately to prompt CSM engagement.
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Assign CTA Types Based on Risk Type: Customize CTAs for each risk scenario by specifying the type of CTA (e.g., “Adoption Support” or “High Priority Support Issue”) when deploying the playbook. Use CTA Priority Settings to ensure that each playbook is assigned the appropriate priority based on the nature of the risk.
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Automate Playbook Assignment to Specific CSMs: For strategic or high-value accounts, configure rules that assign playbooks to specific CSMs with expertise in those areas. This allows the right CSM to engage with the customer promptly, ensuring a tailored and effective response.
Step 3: Ensure Consistent Follow-Up with Structured Playbook Steps
To maximize the effectiveness of each playbook, include clear, structured steps that guide CSMs through a consistent follow-up process.
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Break Down Playbook Actions into Step-by-Step Tasks: Ensure each playbook includes actionable tasks, such as reviewing recent product usage, reaching out with targeted resources, or scheduling a follow-up call. Use Playbooks to structure these steps, ensuring CSMs have a consistent approach for each risk type.
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Provide Resources and Templates: Include resources within each playbook, such as email templates or links to training materials, that CSMs can use to engage customers. This helps ensure messaging consistency and saves time, allowing CSMs to focus on high-value interactions.
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Log Actions and Track Progress in Timeline: As CSMs complete playbook tasks, use Timeline to document all interactions and outcomes. This creates a complete record of customer engagement, allowing other team members to see the progress and actions taken.
Next Steps for Success
With automated playbooks for moderate-risk scenarios, your team can respond quickly and consistently to common risks. For guidance on handling high-severity cases, refer to the article Set Up Escalation Paths for High-Severity Risks.
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