Enablement Tips: When a new CSM joins or when you are rolling out Gainsight

  • 31 March 2021
  • 5 replies
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Our customer is newly launched and working on their enablement strategy. They are considering an INTERNAL onboarding CTA - essentially each CSM will get a CTA that has a playbook that guides them through Gainsight and lists out the next area they need to explore. They want to finalize the playbook with an email assist that they would send to their manager confirming they’ve completed the playbook tasks. Has anyone done this before? If so, does anyone have a sample playbook? The customer wants to ensure that they don’t overlook anything.

Some examples to get your creative juices flowing:

  • Log in to Gainsight through SFDC SSO
  • Bookmark Gainsight into your browser
  • Update your profile photo (NXT)
  • Update your role, email and timezone
  • Dashboard: Visit your CSM Dashboard & set Global Filter to yourself (if not set by default)
  • Dashboard: Update the reports to your preferred visualization types
  • Running meetings: Set the Cockpit filter to your preferred view
  • Running meetings: Review C360 and Customer Scorecard for (5) customers
  • Running meetings: Review R360 and Relationship Scorecard for (3) customers
  • Running meetings: Log a timeline note and at mention your manager

 


5 replies

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Hmm, this is an interesting idea as it not only provides them steps to review (could even be made into a scavenger hunt almost) but also gets them used to closing out CTAs which has been a notorious pain point among admins adoption-wise. 
@kstim what do you think of this idea or somehow incorporating a scavenger hunt through EE? Or both! One step could be to “find XYZ CTA and close it out”

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Since CTAs are triggered at the account level, how would this work?

 

Would it trigger on one account for a CSM and they only receive once?

 

Thought is that a Journey Orchestrator might be a better way to get onboarding done. You could send a series of emails that send on multiple days (as to not overwhelm the CSM) and then have a survey sent at the end they need to fill in. This could then be associated with an internal account and the CSM manager could be notified of the survey response after it is submitted (or flagged if not taken). The survey would act for your final step instead of logging a timeline note.

 

What is good about this is that you can see if the CSM is opening each email, you can include resources in the email that link to very specific step by step, and you can set the “reply to” to either a trainer or their manager if they have questions

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@andreammelde really depends on the org. We have tried email surveys previously and have had a low response rate. In general, we find that only a percentage of our user base even reads our bi-weekly digest of new features, which is why we license Gainsight’s EE (PX) to create in-app engagements and workflows our CSMs can interact with. The CTAs can be assigned to a test account or perhaps to the first account they’re assigned to. 

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@ana_g  That makes sense. JO could give you a combination of email and CTAs. Maybe send the email to start, explaining what to expect. Then set a wait timer, and trigger the CTA. You can have an escalation email after the CTA if it isn’t being actioned on to re-engage. 

 

We have a struggle with CSMs using CTA for these kinds of actions, so the combination of email and CTA may be a better way.

 

Also - you could create an internal company to tag these to rather than against their first account. Might make a more sense for tracking

Userlevel 7
Badge +2

Our customer is newly launched and working on their enablement strategy. They are considering an INTERNAL onboarding CTA - essentially each CSM will get a CTA that has a playbook that guides them through Gainsight and lists out the next area they need to explore. They want to finalize the playbook with an email assist that they would send to their manager confirming they’ve completed the playbook tasks. Has anyone done this before? If so, does anyone have a sample playbook? The customer wants to ensure that they don’t overlook anything.

Some examples to get your creative juices flowing:

  • Log in to Gainsight through SFDC SSO
  • Bookmark Gainsight into your browser
  • Update your profile photo (NXT)
  • Update your role, email and timezone
  • Dashboard: Visit your CSM Dashboard & set Global Filter to yourself (if not set by default)
  • Dashboard: Update the reports to your preferred visualization types
  • Running meetings: Set the Cockpit filter to your preferred view
  • Running meetings: Review C360 and Customer Scorecard for (5) customers
  • Running meetings: Review R360 and Relationship Scorecard for (3) customers
  • Running meetings: Log a timeline note and at mention your manager

 

@meenal_shukla thank you sharing the valuable info. 

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