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Gainsight Inc.

CTAs, Tasks, and Playbooks Overview (Horizon Experience)

Gainsight NXT

This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.

Not sure what your team is using? Click here.

 

Overview 

Cockpit is the day to day workspace for CSM's and AM's, which helps users drive revenue and mitigate risks faster from a centralized location. Calls-to-action or CTAs are tied to customers and are the backbone of the Cockpit; CTAs typically include tasks for the CSMs to complete. CSMs can group and sort CTAs in the Cockpit List View. CTAs are data or lifecycle driven alerts and can be created manually, but more often are triggered by business rules that analyze usage data, (eg. Drop-in Usage, Support Cases, Change in Sponsor, Survey Results, etc.)

For each CTA that appears in the CSM's Cockpit, a prescribed playbook of best practice tasks can help guide the CSM through the right steps. Playbooks help disseminate and standardize best practices across the organization.

CSMs can also access Timeline activities from the CTA detail view to log an activity (for a particular company or relationship, and tied to a specific CTA) on the Timeline tab in the CTA Detail view.

Before CSMs can begin creating or managing CTAs in the Cockpit, Admins must configure CTA Settings (Types, Reasons, Priorities, etc.), and define Standard Cockpit Layouts. For more information on the customer's perspective on what makes a good CTA, refer to the What Makes a Good CTA article.

For more information on how to configure Cockpit, refer to the Configure Cockpit: CTA Types, Reasons, Priority, etc. article.

The benefits of using Cockpit include:

  • Standardization - Ensure that you have a single source of truth for your team’s action items.
  • Collaboration - Enable collaboration by making your action items and associated updates, available to others in your organization.
  • Integration - Link your action items to your Opportunities, Activities, Contacts, Cases, and much more.
  • Automation - Configure rules to automatically trigger action items based on customer data or time factors.
  • Reportability - Report on your action items to communicate progress to your team.

CTA Types 

Data-driven CTAs allow CSMs to be more proactive and targeted in their actions. A call to action can be categorized as a Risk (or churn), Opportunity/Expansion (positive trend), Event (lifecycle-based), Activity, or another custom CTA type. Here are some examples:

  • Risk: Represents negative trends with customers. Examples include Usage dropped by 50% in last month or your customer’s executive sponsor left the company or Negative NPS survey score.
  • Opportunity/Expansion: Positive trends with customers. Examples include high NPS score or customer agreed to do a case study or be a reference, high page views, or product usage. 
  • Event/Lifecycle: Lifecycle-based and typically scheduled events. Examples include training events, EBR/QBR, and renewal meetings.
  • Activity: Tied to 360 Timeline Activities. Activity is generally used as the default CTA type for CTAs created from the Timeline feature automatically. Users can also create CTAs of this type from the Cockpit page.

CTAs, Tasks, and Playbooks Overview1.png

Note: Admins cannot edit the Objective CTA type. However, Admins can modify the name of the Opportunity/Expansion, Events/Lifecycle, Risk, and Activity CTA types, as well as create custom CTA types.

For more information on how to create custom CTA types, refer to the Create Custom CTA Types article.

Access CTAs and Tasks 

In the Cockpit tab, you can see the List View (default view) of all the CTAs and tasks with the group and sort options. For more information, refer to the Cockpit List View article.

 

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