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Adoption Playbooks

Implement reliable processes to address lagging product adoption

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Gainsight
  • Basic
  • CSM
  • Email Template
  • Gainsight
  • Playbook

Overview

Implement reliable processes to address lagging product adoption, ensuring that your customers are able to achieve the outcomes they’re looking for.

Trigger Calls to Action to provide your CSMs with playbooks when:
• A customer’s product adoption health score decreases or increases.
• The CSM has gone longer than a month without logging a Timeline activity that indicates that they talked with the customer about tactics to promote adoption.
• A customer’s product adoption health score is red or orange (once a quarter).

Within the playbook, provide ready-to-use emails templates.

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Included Assets

  • CTA Configuration (1) – Adds a new CTA reason focusing on Adoption Risk
  • Timeline (1) – Adds a new activity field focusing on Discussed Adoption
  • Email Templates (3) – Email templates for CSMs to check in on adoption rate
  • Playbooks (3) – Tasks to be performed when adoption scores improve or drop, or when there is no recent adoption activity
  • Rules (3) – Trigger CTAs based on adoption metrics and checkins

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