Using Gainsight to prepare for Renewal
Get familiar with some essential links!
These pages walk through typical scenarios a CSM should encounter in day-to-day workflows:
- Day in the Life - Go1 CSM Gainsight Best Practices
- I need to see my upcoming Renewals
- How do I structure my workday to make sure I engage with accounts?
- I need to see what tasks I have to do today
- I need to prepare for a Customer Meeting and need to remember my last conversation with that person
- I need to prepare for a 1:1 with my Manager
- I want to see the overall health of my Customer Portfolio
- I have a new Customer, now what?
- Day in the Life - Using Gainsight to record ABR/QBR activity and manage meeting requirements
- I need to understand how many face-to-face touchpoints I need to deliver for my customers
- I need to see which customers are receiving minimum meeting requirements, and where I might need to schedule a touchpoint (overview of how to find/use the ABR/QBR Activity Analysis Report)
- I need to record an ABR or QBR in Gainsight so they are trackable
What standard actions can help you stay on track for renewal?
Action | Links |
Speak to value consistently and with data during business reviews | Make the most of templated meeting decks and get familiar with how to use Success Measures to generate and compile data stories for Q/ABRs |
Centre conversations around customer goals and reflect frequently | Leverage Customer Goal Success Plans to document and track objectives and their achievement |
Set up for success with iterative planning on customer goals | Leverage the 'Discover and Set Your Customer Goals' customer asset template as a way to help customers identify and capture goals upfront |
Keep track of customer health at an individual and portfolio level | Review customer Health Scores on the myCSM dashboard and C360 widget, and review the CS Action Signals dashboard for hints on where to direct your attention. |
Stay on top of risk | Monitor Risk CTAs and Renewal CTAs, any overdue Open CTAs, or check for any open support tickets |
Stay on top of renewal timelines | Search for CTAs in Gainsight Cockpit called “Upcoming Renewals (90 Day)” or “(120 Day)” depending on region |
Scan the market for news about customers so you can stay ahead | Read up on industry news, business trends and the company’s latest annual reports to get advance insight into customer priorities and influences, and match your story to their needs |