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Gainsight Inc.

Customer Cheat Sheet Overview

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This article provides a brief introduction to the Customer Cheat Sheet feature and the admin configurations.

Overview

The Customer Cheat Sheet widget in C360 view to help the users in the Executive personas. This feature leverages Generative AI to create a narrative summary for users based on key customer metrics, strategic priorities, risks, product requests, renewals, executive changes and much more using the last six months of their Timeline entries. CSMs can share this information via email to relevant users prior to their interactions. This saves time and streamlines access to customer summaries, empowering CS leaders, Executives, and CSMs with better support during their interactions.

Empowering User Data Control

At Gainsight, the focus is on transparency, control, and the utmost protection of data. The Generative AI Toggle is introduced to provide a powerful feature that ensures transparency and control for all users.  The Generative AI Toggle gives administrators the power to switch ON or OFF the AI functionality by feature. By default, the switch is turned OFF. For more information, refer to the Overview of Generative AI Toggle: Empowering User Data Control article.

Accessing Customer Cheat Sheet

Once admins have toggled ON the option in the Generative AI Settings page, it's important to follow the steps listed below to ensure that the data becomes available in Customer Cheat Sheet.

  1. Navigate to the Administration > 360 Layout > C360 page.
  2. Edit an existing Layout or create a new one.
  3. Navigate to the Configuration tab.
  4. Drag-and-drop Summary.
  5. Click Configure. 
  6. From the list of widgets, drag-and-drop Customer Cheat Sheet. 

Note: Once the widget is added and toggle for the Horizon AI is enabled, the users will receive a notification via email once the data is ready to use.

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  1. Click on Customer Cheat Sheet, and the Cheat Sheet widget for the specific customer appears in the C360 > Summary tab.

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Customer Cheat Sheet Sections

The Customer Cheat Sheet widget consists of eight major sections that provide essential insights:
Note: Gainsight recommends that the Timeline activities be captured in detail describing activities for the Customer Cheat Sheet to provide the essential insights.

  • Background: Provides high level summary of the company background, opportunities, customer sentiment, competitor discussions, Account history for Active companies (from web and Timeline).
  • Renewal Discussion: Provides details on renewals or negotiations For example, pricing, duration, potential changes, renewal dates, contract terms, and any specific concerns or issues that were raised during the negotiations and more (from Timeline).
  • Strategic Priorities: Outlines the company’s strategic priorities and goals such as new products or services being developed, expansion plans, or other key initiatives, customer acquisition goals, product development plans, or other strategic initiatives and more that are important to the company’s success (from Timeline).
  • Risks/Issues: Outlines any potential risks or issues that have arisen in recent time or that may arise in the future. Additionally providing information on the nature of the issue, the potential impact it could have on the product, and any steps being taken to address the issue (from Timeline).
  • Accolades: Outlines any appreciations or positive feedback given by the customer for the product or service/process or person (from Timeline).
  • Key Projects: Provides an overview of the most important projects that are currently underway or will be starting soon. This section also includes any dependencies on other projects or teams within the company and help users understand who to contact for more information or if they have any questions or concerns (from Timeline).
  • Key Contacts: Provides information about the main contacts/POC’s for the company for better reach and communication, this also has a sub section called.
    • Personnel Changes: Highlights any personnel changes within the company or any new key contacts that have been added to the team. For example, any changes in the leadership or management team, new hires or departures (from  Timeline).
  • User Notes: Allows users to add additional notes to enhance the summary. For more information, see the User Notes section.

  1. In the Customer Cheat Sheet, CSMs can click Like or Dislike to provide feedback on specific points. This feedback helps improve the quality of the content.
    Note: Clicking Like or Dislike does not remove any point from the summary. 

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  1. Click Elaborate to get more details on a specific point. This provides additional information about the point, along with a link to the original post.
  2. Click the User Notes icon to add notes or comments.

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  1. To refresh the feed, click the Refresh icon.
    Note: There is no auto-refresh feature in place. After the feed has been updated, you can view the option to refresh it again after 24 hours.
  2. Click the Share icon to share the summary via email.

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Note: If the data is not updated, a message appears to confirm if the CSM wants to first update it and then send.

Refreshe window.jpg

  1. Click Send to share the Cheat Sheet via email. The email receivers can use this valuable resource to stay informed about a customer and enhance their interactions.

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User Notes

With generative AI there is always a possibility that some information is missed and this functionality aims to complete the summary. If a summary point wasn’t part of Timeline or was missed, it can be manually added, which lets users complete the summary and let users write those missed points for a wider audience.

To add User Notes:

  1. Access the Cheat Sheet.
  2. Review the Cheat Sheet and identify areas where you want to add your insights or comments.
  3. Navigate to the User Notes tab.
  4. In the editor, write notes, comments, or questions related to the specific section or point in the Customer Cheat Sheet. For example, you can provide additional context about recent changes or updates within the company.

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  1. Click Save. Your notes are now added to the Customer Cheat Sheet, enhancing its content.

User Notes - Best Practices:

  • User Notes are not just for your own reference. CSMs can share them with their team to ensure everyone benefits from the additional insights.
  • CSMs can use User Notes as a tool to prompt discussions during meetings with the customer. You can refer to specific notes to address questions or topics.
  • CSMs must periodically review and update the User Notes to keep the Customer Cheat Sheet accurate and up to date.

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    1. Cheat Sheet AI
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