Explore Staircase AI in Gainsight CS

Engaged Accounts

This metric represents the number of total active customers that were engaged with you (client-to-vendor direction only) in that time period. It will also reflect filter options (not including time frame). Engaged days of silence per the Settings > Configurations > Insights settings (Account Dark).

Overall Revenue

The total revenue for all active accounts, or all accounts in the filtered view if filter options are applied.

Engaged Owners

The same applies to the 'engaged accounts' explanation but this represents the primary account owners' (mapped in Settings > Configurations) engagement with their customers.

Net Revenue Retention and Gross Revenue Retention

Standard industry calculations for both (see below) and responsive to the period filter set.

• NRR = (Starting MRR + Expansion MRR - Downgrade MRR - Churned MRR) / Starting MRR
• GRR = (Starting MRR - Churn MRR - Downgrade MRR) / Starting MRR

Required dependencies for accurate GRR/NRR output:

• Accurate and up-to-date renewal and revenue numbers
• Ensure the correct ARR/MRR revenue setting is checked in Staircase Settings > Configurations > General

Options best practice for accurate GRR/NRR output = maintaining churned accounts in Staircase for up to 6-12 months.

Note: 

• If an account exists at the beginning of the assessment period but is no longer present in Staircase by the end, it will be excluded from the calculation.
•  Staircase automatically identifies down-sell and expansion by comparing the pre-renewal and post-renewal ARR values.

Demo Response Time

Represents your team's average response time based on filter options selected (time period and group of users assessed).

Activity 

Toggle between activity (total activity bi-directional), team effort (hrs), health score, and sentiment score to see trend and volume over time (based on time filters) by tier.

Revenue by Health Score

Choose between revenue and number of accounts to see the current distribution of Staircase AI health scores across active customer accounts.

Revenue at risk

Choose between revenue and number of accounts to see the current distribution between accounts/revenue with identified risk versus non-current detected (red (risk) v green (no risk id'ed).

Accounts Dark

Represents dark accounts (no engagement) from client to vendor direction. Days of silence thresholds can be configured by any admin user in the Settings > Configurations > Insights section.

No Renewal Discussion

Represents accounts currently in a renewal window (set in insights configurations) that have not yet had a renewal conversation started (on the channels Staircase can see).

No Reach-Out to Account

Another side of Accounts Dark. This represents the direction of your team to the client. So customers who haven't heard from your team in a while (days of silence configured in insights settings).

Account Negative Sentiment/Issues Detected

Accounts whose current sentiment score is red (negative).

Churn Detected

Represents accounts who have sent in an explicit notice of termination.

Churn Risk Detected

Represents accounts who have sent in a communication that hints at the potential risk of churn (looking at your competitors, not seeing enough value, consolidating our tech stack, cutting budget, etc.).

Account in not Multi-Threaded

Accounts that don't have at least two team members talking to at least two customer stakeholders. A relationship in Staircase is defined as two people having at least three exchanges within the past 90 days.

Account with a Positive Health Score

Accounts with a currently positive (green) Staircase AI health score.

Recent Renewals

Accounts that have recently renewed (Staircase sets a renewal event anytime the renewal is updated in the CRM).​

Gap Analysis

Gap Analysis Identify gaps in key stakeholder identification across all active accounts or prospects. Where gaps exist, the team should populate the stakeholder’s role either in Staircase directly or via your CRM/CSP (depending on settings). It ensures key stakeholders are engaged (using the appropriate touch frequency cadence from your settings). This can be used as a daily or weekly punch list for account owners to assess which client stakeholders they need to engage with to maintain their nurture cadence.

Topics

Here you can analyze topics you've defined (user topics), topics Staircase has suggested (AI topics), or both. For each topic, you will see how many clients are discussing it, the volume of communications where the topic was detected, and the average customer sentiment for said topic.

This data can be shared internally to help with product improvement/roadmap and other engagement and process improvements/opportunities/learnings/optimizations.

Insights

This report is a collection of all the current insights Staircase has surfaced. You can filter down by tier or insight type. The action here is based on insight. For example, if the insight is 'customer dark' the action is re-engaging that client. If the insight is 'farewell' detected, you'll want to ensure that a new key stakeholder is identified and engaged.

Team Stats

This report is currently visible for manager and admin users only and can be used to see stats on team performance, communication volume, effort in hours, and workload. Quickly see, for a given period, how many emails were sent/received and how many meetings each CSM conducted. This report can be used to help ensure workload is balanced across the team as well as who may have the bandwidth to take on incoming customer accounts.

Team Efficiency

Get an efficiency rate metric for each account to identify customers that the team may be over or under-serving. The efficiency rate metric is calculated using team effort (hrs) X estimated team cost compared to customer revenue for the selected period. Settings > Configurations > Team Effort to adjust the estimates for team salary and time spent on emails, tickets, and chats.

Customer (Account) Overview

This report is simply the Staircase account overview table with the ability to download to Excel or CSV. It contains all active accounts and details about their engagement, sentiment, and activity.

Missing Contacts

This report looks at your contacts in Staircase and compiles a list of contacts found in Staircase but not in Salesforce. A monthly or quarterly check is recommended to ensure pertinent contacts are added to SFDC. From this report, users can bulk-create contacts in SFDC with the click of a button.

Renewal Status

Gives you a view of all current renewals in a given quarter and their status of either: renewed, churned, or needs renewal. Status is picked up from the CRM/CSP connection. The report will also show you pre and post-renewal revenue to quickly understand any up/down sell activity.

Churn Analysis

This report compiles and analyzes all of Staircase AI’s summaries on churn-related events to provide an output of the top reasons your customers are churning (or threatening to churn). Using the number of accounts and revenue impact, your leaders can quickly prioritize strategic optimizations to products, services, processes, or customer engagement models to mitigate further churn downstream.

Stakeholders

A list of all customer stakeholders Staircase AI has detected across client communications. Name and email. And sometimes the title (where available via their email signature). This report also provides a stakeholder sentiment score which teams use to identify potential references, case studies, expansion/upsell apps, marketing collabs, and more.

Relationships

This report is used to fuel the ‘account not multi-threaded’ insight. Check this report to see how many of your team members (users) have active relationships with customer stakeholders. You want to avoid any 0s or 1s in either column so use this report to identify where the team should focus to build additional relationships with key stakeholders.

Lifecycle Events

See all lifecycle events detected by Staircase over the past year. It can be filtered by time frame, segment, event type, etc.

Data Sync

This report will show you what channels are connected and which accounts are showing data across those various channels.

Open Items

A compiled list of all open items detected by Staircase across the support ticketing system and email.