Gainsight--What's in it for CSMs?
We are a new GS customer and I need to introduce Gainsight to our internal CSMs next week. In order to gain buy-in and enthusiasm, I want to get at the "WIIFM." Does anyone have any ideas/thoughts about what's in it for a CSM who hasn't previously used a tool like Gainsight? A couple of benefits come to mind right off the top--automated messaging and playbooks, and at-a-glance customer health scores. What others can anyone add? I might be able to somehow leverage the idea of the 5 Pillars of Customer Success, but if I do I'll need to put them into simple terms to make the CSMs understand that Gainsight will make their jobs easier. Help, anyone?
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I recently wrote an article for the Gainsight Blog that talks about this very subject - "what's in it for the CSM". I focused on the ways that Gainsight acts like a personal assistant helping the CSM stay organized, make their bosses happy and focus on the customers and moments that have the most impact.
Please check out the article and let me know what you think. And please do share with your teams as well. http://www.gainsight.com/2016/06/29/gainsight-personal-assistant/