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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IMPORTANT - Articles Impacted due to 6.34 October NXT Release
Due to the v6.34 October, 2022 release, this article has been impacted. Steps, images, and playable GIFs in this article will soon be updated to reflect the latest changes.
For more information about the latest UI changes, click here.
This article explains to CSMs the overview of Success Plans and their business use cases.
Success Plans help CSMs capture, track activity, and share progress of your customers’ key goals using Objective CTAs and their associated tasks. Admins can create Templates for Success Plans to ensure a consistent approach for developing customer goals.
Once configured, CSMs can manually create Success Plans in the Success Plans and C/R360 pages and click the name of the Success Plans to view the Objective CTAs in the Objectives tab. Admins can also create them using the Rules Engine module.
With Success Plans, your team can:
- Capture your customer’s strategic goals and easily share progress updates with them.
- Automatically trigger Success Plans at important milestones in a lifecycle to ensure proper hand-off from one stage to another.
- Create individualized Success Plans to track progress of granular customer relationships for various products, departments, or locations.
- Monitor goal attainment and visualize your project progress with intuitive Gantt Charts.
Monitor Goal Attainment and Visualize Progress
CSMs can get a visual understanding of the overall project progress with a color-coded Gantt chart view. In Gantt charts, CSMs can get an instant overview of the Objective CTAs, associated tasks, and important dates.Share updates with customers and internal teams by sharing the Success Plan.
For more information on the Gantt chart view, refer to the Success Plan: Gantt Chart View article.
Success Plans can be shared by CSMs with internal users and/or external contacts via email. For information on how admins can configure Success Plans for Sharing and how CSMs can share a Success Plan, refer to the Configure Success Plan for Sharing and Share Success Plan articles.
A Timeline tab is also available at the Success Plan level to allow CSMs to post activities, save drafts, and view all activities related to the Success Plan. Each Success Plan has its own Timeline tab, but this tab is unavailable for users with whom Success Plan is shared. For more information, refer to the Timeline section in Create Success Plan article.