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Gainsight Inc.

Introduction to Programs

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.

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Introduction

With Gainsight Programs, you can design multi-step outreaches that guide your customer through a responsive series of email interactions to reach an enhanced outcome. Programs can help you:

  • Translate your existing customer data into purposeful communication campaigns
  • Guide customers to outcomes with precisely orchestrated programs
  • Gain greater insight with sophisticated funnel analytics

With Programs, Admins have more control over participants, by building queries using the power of Bionic Rules, scheduling daily checks for new contacts within those queries, and by creating contact Exclusion Lists via a CSV. For more information on these options, refer Adding Participants to a Program.

1. Adding.png

Prerequisites:

  • If you do not have access to Programs, contact support@gainsight.com to request access.
  • Before you configure the Program, you must create your email templates. Refer to the Create Journey Orchestrator Email Templates article for instructions.
    Note: Programs also support Multi-Version Emails. For more information, refer Multi-Version Emails.
  • For Program models that include a survey link:
    • You can configure a survey in the Surveys module. For more information on building Surveys, refer How to Configure Surveys.
    • Before you configure surveys, you must first configure a Gainsight domain, site, and page. For more information on this process, refer Setup a Gainsight Domain.

After the Programs feature is enabled, navigate to Journey Orchestrator > Programs to create a Program or access existing Programs.

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