Develop Customer-Centric Enablement Resources

Introduction

Providing customers with tailored enablement resources is essential for empowering them to achieve their goals independently. By aligning resources with customer objectives, you can ensure they derive maximum value from your product. This article outlines how to create effective enablement resources using Gainsight’s tools and best practices.

Step 1: Understand Customer Objectives and Needs

Develop resources that align with customer goals and priorities.

• Reference Customer Goals: Use the Customer Goals feature to identify key objectives and tailor resources accordingly.

• Segment by Persona or Tier: Address the unique needs of decision-makers, end-users, or specific customer segments.

• Leverage Surveys for Input: Collect feedback on resource needs using Surveys.

Step 2: Develop Scalable Enablement Content

Create resources that are accessible and relevant to all customers.

• Onboarding Guides: Provide step-by-step guides tailored to specific customer roles or use cases.

• Webinars and Training Videos: Use engaging formats to deliver actionable insights.

• In-App Notifications: Leverage Gainsight PX to guide users through product features with In-App Engagements.

Step 3: Centralize Resources for Easy Access

Ensure customers can easily find and access the resources they need.

• Create a Resource Hub: Develop a centralized repository for all enablement materials.

• Use Gainsight Home for Organization: Utilize Gainsight Home to display key resources for CSMs and customers.

• Promote Resources Through Email Campaigns: Use Journey Orchestrator to share relevant resources at critical moments.

Step 4: Monitor Resource Usage and Effectiveness

Track engagement and optimize resources based on customer feedback and behavior.

• Use Dashboards for Tracking: Monitor resource engagement metrics via Dashboards.

• Incorporate Feedback for Improvement: Use follow-up surveys to gather insights on resource effectiveness.

• Iterate on Content: Refine and update resources based on usage patterns and customer feedback.

What’s Next?

With customer-centric resources in place, the next step is to deliver personalized value insights through in-app engagements.

Explore More

• Guide: Create Customer Goals

• Blog: Supercharge Your CS Team to Boost Customer Value

• Pulse Video: 5 Steps to Scaling Customer Value