Introduction
Automating ROI tracking ensures consistent and efficient updates to metrics, enabling you to demonstrate value effortlessly. By leveraging Gainsight's Scorecards and Rules Engine, you can streamline the tracking of verified outcomes and integrate them into customer health metrics. This article provides actionable steps to automate ROI tracking and align it with customer goals.
Step 1: Set Up ROI Metrics in Scorecards
Define ROI-related metrics in Scorecards to track customer outcomes effectively.
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Create Custom Measures: Create Measures and Measure Groups to set up ROI metrics like cost savings, adoption rates, or revenue growth.
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Weight Metrics Appropriately: Assign weights to metrics based on their importance to overall customer health.
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Align with Customer Goals: Reference metrics defined in the Customer Goals feature to ensure consistency.
Step 2: Automate Updates Using Rules Engine
Configure the Rules Engine to update Scorecards based on real-time data.
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Define Data Sources: Pull data from verified outcomes logged in Timeline or Dashboards.
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Set Trigger Conditions: Create rules to update metrics automatically when milestones are achieved or thresholds are met. Refer to Getting Started with Rules Engine.
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Notify Teams Automatically: Use email alerts or CTAs to notify stakeholders of metric changes.
Step 3: Integrate ROI Metrics into Customer Health Scores
Incorporate ROI metrics into health scores to provide a comprehensive view of customer health.
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Use Scorecard Schemes: Configure Scorecard Schemes to include ROI metrics in customer health evaluations.
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Monitor Trends: Track how ROI-related health scores evolve over time using dashboards.
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Share Insights with Customers: Present ROI metrics during EBRs to reinforce the value delivered.
Step 4: Review and Refine Tracking Processes
Ensure your tracking processes remain effective by incorporating feedback and reviewing trends.
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Collect Customer Feedback: Use Surveys to understand how customers perceive the value being delivered.
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Adjust Metrics Dynamically: Refine metrics or add new ones based on customer feedback or changing priorities.
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Iterate Regularly: Review the rules and Scorecard configurations periodically to improve accuracy and efficiency.
What’s Next?
With automated ROI tracking in place, the next step is to showcase ROI insights effectively during customer discussions to reinforce value and strengthen relationships.
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