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:
- Address early warning signs
- Incorporate the CSM’s judgment into the assessment of the risk level
- Establish a common view of risks across levels of the organization
- Hold other departments accountable for addressing risks
For more information on Gainsight's risk management framework, refer to the blog post How Gainsight uses Scorecards and Calls to Action. This article focuses on setting up CTA reasons and rules for Company Risk.
Readiness Risk CTAs
This document outlines how Gainsight identifies Readiness Risk and creates manual Readiness Risk CTA’s.
First, add a new CTA Reason for Readiness Risk. For more information on how to add a new CTA Reason, refer to Configure Cockpit: CTA Types, Reasons, Priority, etc.
Types of Readiness Risk at Gainsight
Details on two manual Readiness Risk CTAs and accompanying Playbooks below:
No Gainsight Admin identified - CTA is generated if there is no Gainsight Administrator identified at our customer at the time of sale. This is deemed a Readiness Risk as the Gainsight Admin role is required for the implementation and configuring of Gainsight, as well as management of Gainsight after customers are onboarded.
Playbook Details:
- Email Account Executive to understand if the customer has a Gainsight Admin - Assign Date +1 day
- If no Gainsight Admin exists, email the Executive Sponsor or Adoption Champion to identify one - Assign Date +2 days
- Flag CTA if the customer cannot identify a Gainsight Admin or has no intent to hire one - Assign Date +5 days
- Close CTA once a Gainsight Admin has been identified / hired Assign Date +14 days
No Adoption Champion identified CTA is generated if there is no Adoption Champion identified at our customer at the time of sale. This is deemed a Readiness Risk for Gainsight as this role is critical in ensuring that there is someone to help drive the adoption of Gainsight internally with their team.
Playbook Details:
- Email Account Executive to understand if there is a GS at the customer - Assign Date +1 day
- If no Adoption Champion exists, email the Executive Sponsor or Gainsight Admin to identify one - Assign Date +2 days
- Flag CTA if the customer cannot identify an Adoption Champion or has no intent to nominate / hire one - Assign Date +5 days
- Close CTA once a Gainsight Admin has been identified / hired Assign Date +14 days
How to Create a Manual Readiness Risk CTA in Cockpit
1. Navigate to Cockpit, click the + button in the far right corner, and select the Risk CTA.
2. In the Subject line, enter a name for the CTA. (Ex. No System Admin Identified)
3. In the Customer field, enter three or more letters of the customer’s name and click enter.
4. In the Owner field, enter a colleague’s name, or click Assign to me.
5. (Optional) Click the + button to Associate customer contact(s) with the CTA.
6. Select Readiness Risk as the Reason for the CTA.
7. Select a Due Date.
8. (Optional) Enter notes in the Comments field.
9. Select a Playbook.
10. Click Save, and the CTA will show up in the Cockpit of the designated CTA Owner.