Playbook Asset List

The following table contains a list of all of the Playbook Assets that are currently available in Vault. Click the asset name to open the asset preview window in Gainsight. If you are not currently logged in to Gainsight, you will be directed to login. From the preview window, you can also configure and download the asset into your org.

Folder
Sub-Folder
Playbook Title
Description
Operationalize Customer Lifecycle
Lifecycle Design
CSM transition
Transition a customer to a new CSM - includes introducing new CSM, creating a milestone to track dates of transition, and aligning on objectives/success criteria. Assigned to new Account CSM.
Operationalize Customer Lifecycle
Lifecycle Design
New Customer
Begin the onboarding process for a new customer - includes scheduling an internal hand-off call, reviewing contract, and kicking off implementation. Assigned to Account CSM.
Operationalize Customer Lifecycle
Lifecycle Design
Go Live!
Transition a customer from training and implementation stage to launched and adopting stage - includes reviewing the project plan, ensuring customer is ready for Go-Live, and updating account information. Assigned to Account CSM.
Operationalize Customer Lifecycle
Lifecycle Design
Go Live! (High Touch)
Transition a customer from training and implementation to launched and adopting in a high-touch fashion - includes reviewing project plan, conducting a strategy session, and guiding customer through end user training plan. Assigned to Account CSM.
Operationalize Customer Lifecycle
Lifecycle Design
Initial End User Training
Guide customers through the training of their End Users - includes conducting training prep check-ins, assisting customer through training plan, and moving the customer to the next lifecycle stage. Assigned to Account CSM.
Operationalize Customer Lifecycle
Lifecycle Design
Monthly Check-In
Plan and deliver monthly check-ins with your customers - includes reviewing C360, scheduling call with Adoption Champion/Admin, and conducting call (with specific questions). Assigned to Account CSM.
Operationalize Customer Lifecycle
Lifecycle Design
Annual Health Check-In
Prepare and execute an annual customer 'health' meeting - includes reviewing customer usage and health, executing call with stakeholders, and developing a Success Plan. Assigned to Account CSM.
Operationalize Customer Lifecycle
Lifecycle Design
Move to Adopting
Transition a customer from Launched stage to Adopting stage where they are fully self-sufficient - includes confirming roles are updated, conducting Implementation Close meeting, and sending Project Close email. Assigned to Account CSM.
Operationalize Customer Lifecycle
Lifecycle Design
Onboarding-to-CSM Transition
Ensure a smooth transition from the Onboarding process to full CSM ownership - includes conducting mid-implementation checkpoint meeting, conducting Onboarding completion meeting, and achieving final project sign-off.
Operationalize Customer Lifecycle
Lifecycle Design
Implementation Risk: Project Milestone Delayed
Get customers back on track when behind schedule in implementation - includes reviewing project milestones, scheduling a call with Implementation team, and arranging meeting to get customer back on track. Assigned to Account CSM.
Operationalize Customer Lifecycle
Lifecycle Design
Will Churn
"Take the appropriate steps after a customer confirms that they will churn - includes updating stage, changing Renewal Opportunity to 'Closed Lost,' and scheduling an internal post-churn debrief call. Assigned to Account CSM.
Operationalize Customer Lifecycle
Lifecycle Design
Expansion Support
Support a customer through a new product/division rollout of your product - includes understanding customer rollout plan, involving Renewals & Expansion, and executing plan to drive expansion. Assigned to Account CSM.
Operationalize Customer Lifecycle
Lifecycle Design
Closed Round of Funding
Congratulate and explore potential opportunity when a customer closes a new round of funding - includes sending congratulatory email and gift, including Renewals & Expansion, and understanding potential opportunity. Assigned to Account CSM.
Operationalize Customer Lifecycle
Lifecycle Design
90 Days until Renewal
Proactively prepare for upcoming renewals - includes checking and resolving any issues from Customer360, contacting Business Sponsor, and preparing and sending renewal paperwork. Assigned to Account CSM (or Renewals Manager).
Operationalize Customer Lifecycle
Lifecycle Design
Readiness Risk: Key contact not identified
Proactively identify and align when there is key contact information missing - includes reviewing Sales notes, aligning with Sales team, and syncing with customer until all key contacts are identified. Assigned to Account CSM.
Operationalize Customer Lifecycle
Lifecycle Design
Special Event
Manage customer attendees for any type of special event (e.g. networking events, sales breakfasts, summits, conferences) - includes confirming correct contacts, ensuring CoPilot invite was sent, and adding a milestone when customer attends. Assigned to Account CSM.
Operationalize Customer Lifecycle
Sales-to-CSM Handoffs
Sales Handoff
Ensure a smooth Handoff from Sales to Services/CSM - includes reviewing contracts, scheduling the call with the appropriate stakeholders, and documenting the knowledge transfer. Assigned to Account CSM.
Operationalize Customer Lifecycle
Executive Business Reviews
EBR
Plan and deliver an Executive Business Review - includes scheduling, reviewing Customer360 page, preparing and vetting presentation, and meeting with customer. Assigned to Account CSM.
Manage Customer Risk
Support Risk
Support Risk
Track escalated Support cases and issues until they're resolved - includes reviewing case, checking in with Support team, and confirming that customer need is met. Assigned to Account CSM.
Manage Customer Risk
Support Risk
Support Risk: High Priority Issue
Manage a customer's support risk when it's a high priority or urgent issue - includes reviewing open tickets, checking in with Support Assignee, involving Support Manger if necessary, and continuing to check in with customer until issue is resolved. Assigned to Account CSM.
Manage Customer Risk
Support Risk
Support Risk: Volume/Duration Issue
Manage a customer's support risk when it's an issue volume or duration issue - includes reviewing open tickets, checking in with Support Assignee, and continuing to check in with customer until issue is resolved. Assigned to Account CSM.
Manage Customer Risk
Support Risk
Data Risk
Mitigate risk and determine path forward when a customer faces a data risk issue - includes connecting with internal stakeholders and Support/Services teams, ensuring a Technical Lead is assigned to mitigate risk, and confirming resolution with Business Sponsors. Assigned to Account CSM.
Manage Customer Risk
Sentiment Risk
Sentiment Risk: Lapsed renewal
Contact and address customers who have an overdue or unaccounted for renewal - includes checking usage and contract, contacting Business Sponsor, sending customer de-activation warning, and de-activating if necessary. Assigned to Account CSM.
Manage Customer Risk
Sentiment Risk
Sentiment Risk: Late Payment
Understand and address customers who have not paid by their specified due date - includes reviewing terms and conditions as well as usage, reaching out to customer, following up with Finance to confirm payment or go through with de-activation. Assigned to Account CSM.
Manage Customer Risk
Sentiment Risk
Sentiment Risk: No engagement 90 days
Re-engage with customers with whom there has been no communication for an entire quarter - includes reviewing Customer360, contacting Business Sponsor, and escalating to internal management if needed. Assigned to Account CSM.
Manage Customer Risk
Sentiment Risk
Sentiment Risk: Neutral NPS Rating
Respond to receiving neutral, "passive" NPS survey rating - includes reviewing NPS comments, contacting customer to understand improvement opportunities, and executing improvement plan. Assigned to Account CSM.
Manage Customer Risk
Sentiment Risk
Sentiment Risk: Low NPS Rating
Respond to receiving low, "detractor" NPS survey ratings - includes reviewing NPS comments from detractor and other contacts within the company, contacting customer to acknowledge and discuss feedback, and creating and executing action plan. Assigned to Account CSM.
Manage Customer Risk
Habits Risk
Habits Risk: Low Adoption
Overcome a negative trend or drop in customer adoption or habits - includes reviewing usage, scheduling call with Admin, and setting up a best practice training and EBR. Assigned to Account CSM.
Manage Customer Risk
Habits Risk
Drop in Usage
Provide aid and training when a customer's usage drops - includes conducting call with customer to understand drop, scheduling training, and leveraging customer feedback. Assigned to Account CSM.
Manage Customer Risk
Habits Risk
Habits Risk: Stalled (Yellow) Adoption
Improve a neutral trend in customer adoption or habits - includes analyzing C360 and usage, driving increased usage through best practices, and checking in on improvement. Assigned to Account CSM.
Manage Customer Risk
Habits Risk
Training/Adoption Opportunity
Discover and execute an opportunity for customer training and/or increased adoption - includes contacting customer to discuss training needs, preparing training materials, and conducting session. Assigned to Account CSM.
Manage Customer Risk
Product Risk
Product Risk
Overcome a situation where a customer has a functionality issue with the product - includes understanding the scope of the issue, aligning with Product team on next steps, and continuously checking in with customer until resolved. Assigned to Account CSM.
Manage Customer Risk
Company Risk
Tracking Key Contacts
Ensure you're taking the proper steps to track your key customer contacts in Gainsight - includes confirming the proper contact information, validating it in SFDC/Gainsight, and adding contact to Sponsor Tracking in Gainsight. Assigned to Account CSM.
Manage Customer Risk
Company Risk
Company Risk: Loss of Power user
Bridge the gap after the loss of a Power User - includes identifying next highest active user, contacting Business Sponsor, and training new Power User. Assigned to Account CSM.
Manage Customer Risk
Company Risk
Company Risk: Loss of Business Sponsor
Bridge the gap after the loss of a business sponsor - includes notifying internal management, verifying and connecting with new contact, scheduling a meeting, and reaffirming value and partnership. Assigned to Account CSM.
Manage Customer Risk
Company Risk
Executive 'Re-Sell'
Informally 're-sell' the value of your platform and relationship when there's a new Executive involved or a new company structure - includes having Executive Sponsor add them on LinkedIn and send them an email, and then determining next steps. Assigned to Account CSM.
Manage Customer Risk
Company Risk
Company Internal Re-Organization
Drive value and execute strategy for when a company goes through an internal re-organization - includes involving Executive Sponsor, arranging strategy call, and executing plan. Assigned to Account CSM.
Manage Customer Risk
Company Risk
Financial Risk
Determine where to invest efforts when customer is indicating signs of financial difficulty - includes identifying customer use case, bringing in Executive Sponsor, determining strategy, and executing plan. Assigned to Account CSM.
Manage Customer Risk
Company Risk
Company Risk: Loss of Admin
Bridge the gap after the loss of an Admin - includes updating contact role, aligning with Executive Decision Maker, and ensuring smooth transition. Assigned to Account CSM.
Manage Customer Risk
Company Risk
Executive Engagement Risk
Drive value and execute strategy when a customer Executive is disengaged with the product - includes notifying Executive Sponsor, developing strategy, and conducting call. Assigned to Account CSM.
Drive Expansion & Advocacy
Finding Customer Advocates
Habits Opportunity: High Adoption
Recognize customers with the highest level of adoption - includes reviewing Customer360, sending a congratulatory note, and identifying if there's a reference/advocacy opportunity. Assigned to Account CSM.
Drive Expansion & Advocacy
Finding Customer Advocates
Sentiment Opportunity: High NPS Rating
Recognize customers with high, ""promoter"" NPS survey ratings - includes reviewing NPS comments, sending a Thank You note, and identifying if there's a reference/advocacy opportunity. Assigned to Account CSM.
Drive Expansion & Advocacy
Finding Customer Advocates
Sponsor Moving to New Company
Explore potential opportunity when a Sponsor moves to a new company - includes confirming new contact information, determining if/where new company is in the sales process, and passing information to Sales. Assigned to Account CSM.
Drive Expansion & Advocacy
Finding Customer Advocates
Customer Reference
Manage a customer through the reference process - includes asking customer to be reference, introducing customer contact to prospect, and dropping Advocacy milestone on the customer accounts.
Drive Expansion & Advocacy
Finding Customer Advocates
Advocacy Follow-Up
Follow up with a customer contact when they've completed involvement in an advocacy event - includes closing the loop on advocacy event, creating an 'advocacy' milestone, and sending a congratulatory gift. Assigned to Account CSM.
Drive Expansion & Advocacy
Upsell Identification
Opportunity: Product Overage
Proactively manage potential product/capacity overage (e.g. at 95% of purchased licenses used) - includes reviewing Customer360 and usage, connecting with customer, and discovering if there is an upsell opportunity. Assigned to Account CSM (or Renewals Manager/AE/whoever is in charge of Customer Upsell).
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