TRUSTED BY THE TOP CUSTOMER SUCCESS TEAMS WORLDWIDE
Empower your team with a single source of truth for every customer.
- Consolidate data from multiple sources into a central view, enabling teams to quickly and easily access a holistic view of the customer and their journey
- Design multiple 360 layouts to show the right view depending on the customer’s attributes or the user’s role
- Enable your cross-functional team to deliver customer outcomes by surfacing key insights on-the-go with our mobile app and in the tools they use everyday, such as your CRM and video conferencing platform
Capture customer health with a comprehensive, accurate framework.
- Create a holistic assessment of health across all types of interactions and data, from CSM Assessments to Product Usage trends and more
- Reflect the scoring dimensions that are most important and impactful to your business
- Use customer health as your early warning system, and drive targeted playbooks and automated outreaches when changes occur
Equip customer-facing teams with context and alignment.
- View a customer’s entire chronological history, including notes, updates, and touchpoints to better understand their unique journey
- Log notes and emails, and manage tasks within Gainsight or through convenient integrations with your productivity tools
- Find the right information whenever you need it and holistically analyze your company’s activity with a customer
Boost efficiency with prescriptive workflows and proactive alerts.
- Listen to trends in customer data to proactively automate alerts and next steps around customer risks, opportunities, or lifecycle events
- Drive consistency around what works with prescriptive step-by-step playbooks
- Save your team with prioritized workflows, and pre-templated emails, tech-touch journeys, and surveys to scale their efforts
- Eliminate guesswork with detailed reports that show how teams spend their time and which activities have the greatest impact on customer success
A Centralized view designed specifically for Customer Success Managers
- Provides CSMs with a single, centralized view of all their most important insights and action items for their customer portfolio
- Bring functionality from across the platform – such as tasks, customer activities, reports and more – into a single, personalized view
- Completely configurable view that’s easy to personalize, giving CSMs the tools they need to maximize productivity
Stay organized with a strategic plan to achieve customer outcomes.
- Work with your customers to define their desired outcomes, then develop a strategic plan of action to achieve them
- Track objectives, tasks, and milestones for every customer to help your team organize around and execute on the right actions
- Share plans with customers to keep projects on track; collaborate with customers directly in the platform or export status updates in presentation-ready slides for your next meeting