Internal CSM usage of Gainsight

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  • Updated 5 months ago
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I wonder if anyone has any suggestions on how they are monitoring the use and effectiveness of Gainsight among internal users. I have seen some comments in the community but have not found any posts which may help us build out those internal usage metrics...and CTAs to trigger CSM to get to using the system.
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Mark Gecsey

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Posted 5 months ago

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Ky Powell, Champion

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Hi Mark,

We monitor CSMs Gainsight usage from the reporting on Gainsight 360. We found certain areas being underutilized (specifically in Cockpit), and many tasks were accumulating.

We ran a month contest for the CSMs to drive up this engagement. With challenges like: most tasks completed, most CTAs closed, top Gainsight user, etc. This drove up usage in Cockpit and seemed to help our CSMs get into the platform more to understand its value.

Hope this helps!
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Mark Gecsey

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Hi Ky,
I really like the idea. We are just beginning our journey and want to start out strong with our team. Thanks for the great suggestion.
Mark
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tzundel@gainsight.com, Official Rep

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Hi Mark,

Here's a link to the Gainsight 360 that Ky is referring to. It enables a great way to monitor usage of Gainsight. If you cannot access it, please reach out to gainsight Support so they can enable it.
 https://support.gainsight.com/Product_Documentation/Customers_and_Relationships/User_Guides/View_Gai... 

In addition, I suggest building out a Manager Dashboard in Gainsight. This article walks through creating some relevant reports for that Dashboard, including ones on CTAs. 
https://support.gainsight.com/Product_Documentation/Reports_and_Dashboards/Examples_and_Tutorials/Co... 

By the way, if you are at Pulse this week, be sure to hit up our "Genius Bar" and get some hands-on assistance with these configurations!

Tracy