• Understand team performance, workload, activity, etc.
• Monitor customer health, sentiment, and stages from a single place
• Executive teams can monitor, track, and act on risks

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• The 360º Customer View Element provides you with a single source of truth for all of your customer information. Everyone across your company uses the Customer 360 (C360) to access essential customer information such as Company Attributes, ARR, Health Score, Key Contacts, Expansion Opportunities, Support Cases, Risks, Renewal Date, and more.
• Teams share notes and collaborate using Timeline, making it easier and faster to prepare for, and record updates from, customer meetings.
• Aggregates all of your customer data into our best practice customer model to deliver actionable insights across your organization.

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• CSM activities that contribute to team KPIs.
• Charts of open CTAs direct CSM action towards the most urgent tasks.
• Quickly refer back to recent actions through closed CTAs and Timeline activities.
• Take action on customer risk, as revealed through health scores, new NPS survey responses, and risk CTAs.

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• Set up scorecard measures that are shared across the organization

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• Monitor Timeline activities to understand how much time CSMs are spending with customers, and on what types of conversations.
• Surface the accounts needing your attention since they’re at risk or coming up for renewal.
• Ensure the team can meet revenue and renewals goals by tracking the number of customers, ARR, and renewals this quarter for each CSM.
• Quickly match up new, unassigned accounts to CSMs with the lowest account load.

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• Always know the ‘shape’ of your customer base: how many active and churn customers, how much their ARR and representing based on stage and risk
• Keep a close eye on your ‘at-risk ARR’ (from customers with red health scores)
• Easily view upcoming renewal goals, with charts that compare their customer count, ARR up for renewal this quarter along with health and risk
• Chart showing “Churn Customers by Health” to give an idea on customers churned based on health score and Upcoming Risk Renewal customers not touched
• Monitor trends in risk indicators such as health scores and NPS
• Eliminate inefficiencies in key team operations by closely monitoring key motions

The post Exec Dashboard appeared first on Gainsight Software.

• Scale onboarding with out of the box configuration to minimize effort and time and drive effective data integration
• Fast-track to get insights on the data and demonstrate actionable outcomes
• Deliver processes to drive stronger adoption based on usage data

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• Identify at-risk customers and drive to quick resolution to prevent churn
• Set up recurring process for proactively identifying, monitoring, escalating and resolving risks
• Increase retention

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• See True NPS®, which is a number between -100 and +100, and compare it to the number of survey respondents Visualize NPS® trends over time.
• Visualize NPS® trends over time.
• Take a close look at your NPS® survey respondents — Promoters, Passives, and Detractors — and and view their comments to understand the “why” behind their responses.
• Text Analytics: Identify trends across Promoter and Detractor responses to quickly surface areas of strengths and weakness.

The post NPS Reporting appeared first on Gainsight Software.

• More consistent customer engagement and experience across all stages of the lifecycle.
• Reinforce a consistent experience through outreach to increase retention, expansion and visibility.

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• Using KPI Survey, capture critical success criteria for your client.
• Provide structure for you and your team to take a longer-term strategic look at how you want to guide and grow your customers.
• Align teams on the customer’s priorities and ensure proper hand-off from one stage to another.
• Track accomplishment and report back to customers on what was delivered and when, and ensure the team is able to keep track of what’s complete vs. outstanding.

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• Track activities of your CSM teams across key productivity features in Gainsight such as Timeline, Call to Actions and Success Plans.
• With a set of Out-of-the-box reports and dashboard, monitor the effectiveness of your team’s work. You will be able to get a summary of key performance indicators (KPIs) and drill down into specific metrics such as # of CTA’s closed by CSM’s, Total timeline entries by CSM etc.
• Monitor workload of CSM’s overtime and take effective staffing decisions and identify possible areas of improvement within your team.

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• How much work are you asking your team to do? Get a quick sense of the quantity of new CTAs and the workflows that are creating them.
• How strong is the team at closing CTAs? See the percentage of CTAs that they close, and how long it takes to close them.
• Which CTAs need urgent attention? High priority and flagged CTAs deserve a close look when they’re overdue, or when some of their Tasks are.

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• Understand your customers’ business goals to consistently deliver value
• Proactively capture, monitor, and drive customers toward their desired outcomes

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• Enables Customer Success Managers and Customer Success Leadership team to formally document and monitor goals related to growth, performance, expansion and ROI goals.
• SWOT playbook can be used to track additional context about the customer in case SWOT analysis is needed or helpful for a particular customer.

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• Playbooks that drive towards introducing new CSM, creating a milestone to track dates of transition, and aligning on objectives/success criteria.

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• Trigger CTAs for Executive Business Reviews (EBRs) to ensure they occur quarterly (or customize the frequency after installing).
• Use a Playbook, including email templates, to create a consistent customer experience for each EBR.
• Log EBRs to Timeline with the activity type EBR.
• If it has been too long since the most recent EBR Timeline activity, assign a CTA to the CSM for an Overdue EBR.

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• Success Plan Level
• Objective Level
• Task Level

Multiple layouts depending on preferences Key component is filtering OUT non-Objective type CTA’s from reporting.

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• Track the NPS groups (promoters / passives / detractors) and gain a clear measure of the company’s performance in customers’ eyes.
• An in-depth look at the Survey statistics, to give you an immediate idea on how the survey program is functioning to empower decision-making.

The post Survey Dashboard appeared first on Gainsight Software.

• Customer Overview: Single source of truth. Get a unified view of what is happening with the customer in terms of support metrics. You don’t have to spend countless hours analyzing your support data.
• Actionable Insight: Roll-up of the overall support relationship as measured through the Support team. Use feedback from customers that are contacted to gauge whether the health scoring thresholds are appropriate.
• Support Experience:Enables support to become more proactive by a consistent and closed-loop approach. Follow up promptly so customers know that they are heard.
• Support Ticket Analysis: Dashboard visualization provides a breakdown of the different types of cases, status and their trends.

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