We are looking to create an ROI of Gainsight based on CSM performance. Our CSMs have a number and we are thinking about looking at CSMs quota performance and comparing it to Gainsight adoption. Our theory is that for those reps that are hitting their number would be the same reps that are using Gainsight. This would then provide an ROI and a health score of sorts for our CSM Gainsight adoption. We've talked about using timeline activity, C360, CTA close % and page views for our 4 measures. Has anyone else created a 'CSM health score' outside of the tracking that Gainsight provides on the Gainsight 360?
Already have an account? Login
Login to the community
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
Operational Metric: # of adoption CTAs closed successfully in the past X months
Leading Indicator: Health-score (or adoption/usage) improvement after CTA has been closed
Lagging outcome: Net Retention (renewal+upsell) improvement for customer
So, you can at the very least say that customers where CSMs are actively working on the adoption CTAs tend to have higher net retention/expansion than ones that don't have the same operational rigor. You could do the same for Timeline entries - tells me that CSMs are engaging with customers actively. Same for Outreaches - tells me that they are getting some form of digital engagement at the right times.
See an example report.
For example (prior to having the tool in place)
- the CSMs had to login to several systems, review account data, training data, support data, PS data and that took numerous minutes (time) for any one account. And often, not all systems were reviewed. Now with the c360 view, all account data is brought to one click away, saving minutes of time per account. One can add up those minutes over a year / CSM and you would be surprised how much time is saved.
- having prescriptive playbooks and CTAs in place, one now can manage the team of CSMs in a timely manner. In addition, all the CSMs are working more consistently versus Ad-hoc. One the CSM managers can track and manage to operational data in one system. Additionally, the CSM Managers can "onboard" and train new CSMs using a canned playbooks and a more organized system approach. Look for a rough estimate of time saved when tracking / managing CSMs along with being able to transfer accounts from one CSM to another. Or call this one priceless.
just some other ways to think about ROI - time efficiency, operational data available, CSM productivity