Executive Business Review

Help the customer appreciate the value that they’ve achieved and align on a path forward

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Overview
Included Assets

Publisher

Gainsight

Digital-Led
Email Template
Executives
Gainsight
High Touch
Intermediate
Playbook

Overview

The customer journey is peppered with Moments of Truth. Create a consistent Executive Business Review process to help the customer appreciate the value that they’ve achieved and align on a path forward.

Trigger CTAs for Executive Business Reviews (EBRs) to ensure they occur quarterly (or customize the frequency after installing).
Use a Playbook, including email templates, to create a consistent customer experience for each EBR.
Log EBRs to Timeline with the activity type EBR.
If it has been too long since the most recent EBR Timeline activity, assign a CTA to the CSM for an Overdue EBR.

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Included Assets

CTA Configuration (1) – Adds a new Executive Business Review CTA reason
Timeline Configuration (1) – Adds a new EBR activity type
Email Templates (1) – Prebuilt email to schedule an Executive Business Review
Playbook (1) – How to plan and deliver an Executive Business Review
Rules (3) – CTA triggers to schedule an Executive Business Review