Gainsight's Risk Management framework provides a comprehensive view of our customer relationships. This empowers CSMs to deliver A+ service while maintaining visibility across the organization. We had four objectives in mind when designing our Risk Management framework:

  1. Address early warning signs
  2. Incorporate the CSM’s judgment into the assessment of the risk level
  3. Establish a common view of risks across levels of the organization
  4. Hold other departments accountable for addressing risks

For more information on Gainsight's risk management framework, please check out this blog post. This article focuses on setting up CTA reasons and rules for the Sentiment Risk.

Sentiment Risk CTAs

This document outlines the process for setting up a Sentiment Risk CTA and corresponding rule.

We recommend two different automatic Sentiment Risk CTAs:

  1. “Executive NPS” CTAs based on recent NPS scores from customer Executives. (Shown in Yellow section above)
  2. “Multiple Recent Risk” CTAs based on the sum of recent Implementation, Support or Habits Risk CTAs (automatic or manual). This risk is lower priority to set up and is not included in the slide above.

Create CTA Reason: Sentiment Risk

First, add a new CTA Reason for Sentiment Risk. We also recommend you add a second CTA Reason for manually opened Sentiment Risks, Sentiment Risk Manual. Learn how to add a new CTA Reason here.

Building Rule for “Sentiment Risk: Executive NPS” CTAs

1. Navigate to Administration > Rules Engine and click + Rule.

  • Select the Custom Rule Type
  • Enter the Rule Name: Sentiment Risk: Executive NPS Past 180 Days
  • (Optional) Enter Description

2. Click the Next button to save, and move to the Setup Rule page.

Tip: For the Edit Rule and Setup Rule pages within a Rule, you need to click Next to save your work. Clicking the tabs on top of the rule page will not save your work. Within Setup Action, you need to press the Save button at the bottom of the page.

Since we want to trigger CTAs based on a NPS Score, this rule is built on the NPSSurvey Response object.

Rule Show Fields

Rule Filters

In the Filters section, we’ve filtered only for responses from certain key roles. For the purpose of this CTA, we’re interested in responses from our “Adoption Champions” and “Decision Makers”. Click Next.

Rule Setup Action

This is a Risk CTA for a low NPS score. You could also setup an Opportunity CTA for a high NPS score.

Test & Schedule Rule

Now the rule is ready to test. Testing is a really critical stage to make sure the rule is working as planned. Otherwise, you could overflow your CSMs with CTAs, issue no CTAs at all, or the rule could fail. Make sure you leave the Test Run box checked while you’re running your tests.

Once you get your rule working as planned, schedule it! To schedule a rule, go back to the Rules Engine list page and toggle the On/Off switch to On. Once a rule is On, the Schedule tab will appear next to Setup Action.

We recommend running the Sentiment Risk: Executive NPS rule daily, usually in the early morning hours. There’s no need to run this rule historically, so leave the Run for historical periods unchecked. Click the green Schedule button.

Be sure to monitor your rule, especially in the first few weeks it is running. Sometimes logical flaws with unusual cases will emerge that did not show up in testing.

Building Rule for “Sentiment Risk: Executive NPS” CTAs

Our goal is to create an automatic CTA when an account has exhibited consistently poor sentiment over the past 6 months. This is based on automatic “Sentiment Risk: Low Executive NPS” CTAs, as well as manually created Sentiment Risk CTAs.

1. Navigate to Administration > Rules Engine. Click +Rule.

  • Select the Custom Rule Type
  • Enter the Rule Name: Sentiment Risk: Multiple Recent Risks
  • (Optional) Enter Description

2. Click the Next button to save, and move to the Setup Rule page.

Since we want this CTA to be triggered based on the count of pre-existing Sentiment Risk CTAs, use the Call to Action object.

Rule Show Fields

Select the fields to show. In the example above, we’ve blurred out a couple fields that are irrelevant to the CTA setup.

Rule Filters

In the Filter section, we are looking for Risk CTAs created within the last 185 days that:

  • contain “Launch” in the name and are Flagged
  • contain “Support” in the name and are Flagged
  • contain “Habits” in the name (Flagged or Unflagged)

Instead of filter by CTA name, you could also filter by CTA Reason.

Rule Setup Action

Be sure to test the rule thoroughly before turning it on and running for real. We recommend scheduling this rule to run daily in the early morning. There is no need to run this rule historically.