Our CSM Elaine Cleary will discuss the most effective ways to utilize Cockpit as your Gainsight home base.

1. Tips for Getting the Most Out of Cockpit
Elaine Cleary
Customer Success Director

2. ©2015 Gainsight. All Rights Reserved.
KNOW WHICH CUSTOMERS TO REACH OUT TO
WHEN AND HOW
What is Cockpit?
• Identify upsell
opportunities & early
warnings for at-risk
customers
• Drive a consistent
journey to help
improve satisfaction
& retention
• Manage, collaborate,
& prioritize action
items

3. ©2015 Gainsight. All Rights Reserved.
Themes for Getting the Most Out of Cockpit
• Customer Success Managers (CSMs)
1. Get Organized
2. Take Action
3. Manage Work
• Gainsight Administrators
1. Optimize Screen
2. Help Make CSM Action Easier
3. Use CTA Rollout Best Practices
• Team Managers
1. Use Cockpit
2. Drive Business Process Feedback
3. Help Team Visualize Lifecycle

4. Customer Success Managers

5. ©2015 Gainsight. All Rights Reserved.
GET ORGANIZED
• Check Cockpit
everyday! Gainsight is
“raising a hand” on
behalf of a customer
• Use “slicing and
dicing” to your
advantage
• Capitalize on the
functionality that most
benefits your role:
• Manual CTAs
• Single Click Close
Avoid surprise - Tips the scales to being more proactive

6. ©2015 Gainsight. All Rights Reserved.
TAKE ACTION
• Top priority =
update Status and
Due Dates!
• Use “Mark
Important” flag
• Snooze CTAs when
no legitimate action
can be taken
Drive a more consistent customer experience - Stay on top of customers that could quietly go away

7. ©2015 Gainsight. All Rights Reserved.
MANAGE WORK
• Carefully delegate
“Tasks”
• Use Comments box
for your notes
• Chatter for
additional
collaboration or
escalation
Document & escalate at the same time - Improve collaboration/reduce emails

8. Gainsight Administrators

9. ©2015 Gainsight. All Rights Reserved.
Incorporate Tokens in CTA Name
For more information, go to support.gainsight.com &
search for August Release 2015
Examples:
• Opt out dates
• Support Ticket #s
• Sponsor Name

10. ©2015 Gainsight. All Rights Reserved.
Optimize CTA Status, Reason, & Type Options
For more information, go to support.gainsight.com & search for Configure Cockpit

11. ©2015 Gainsight. All Rights Reserved.
Configure CTA Layout - Link Objects
For more information, go to support.gainsight.com & search for Configure CTA Layout

12. ©2015 Gainsight. All Rights Reserved.
Include Default Comments

13. ©2015 Gainsight. All Rights Reserved.
Auto-apply Playbooks – only when it makes
sense!

14. ©2015 Gainsight. All Rights Reserved.
Automate Milestones to Avoid Manual Requirement
For more information, go to support.gainsight.com & search for load to milestone (or rule action types)

15. Use CTA Rollout Best Practices
Testing
• Volume of CTAs should never be a surprise
• Review with key members of the team for validation before running live
• Allow use of “Closed No Action” or “Closed Invalid” status options
Outliers
General Best Practices
• Phase the roll out CTAs (~1 or 2 every week)
• Allow CSMs to have ongoing input into the CTAs to drive ownership & participation
• Turn off rules that generate too much noise, edit rules, and re-launch
• Review “Closed Invalid” status once a month
• Focus on high value / low quantity CTAs (depending on the tier)
• Plan for refining thresholds over time

16. Team Managers

17. ©2015 Gainsight. All Rights Reserved.
Use Cockpit
• Type in Owner and
Group by:
• Type
• Reason
• Collapse & expand
sections as needed

18. Drive Business Process Feedback
Proactively gather
feedback
• Solicit periodic input on what is working and not working
• Encourage team members to ask questions
• Talk about what Gainsight can replace (i.e. spreadsheets, Google docs)
Communicate
• Ensure goals and priorities for Cockpit and Gainsight usage are clear
• Have team members share success stories
• Use Gainsight Dashboards to run team meetings to discuss accomplishments
Make it fun!
• Identify positive CTAs that help you & your customer celebrate milestones
• Recognize top contributors with small (or large) awards
• Cultivate power users and champions within your team

19. Contract
Signature
Contract
Expiry
ScheduledUnscheduled
Welcome
Email
Kickoff
Call/Training
Go Live
Project
Delayed
Detractor
NPS
Survey
Health
Check
Additional
Training
Exec
Business
Review
CSAT
Survey
New
Feature
Demo
Health
Check
Renewal
Preparation
Renewal
Negotiation
Multiple
Support
Tickets
Increase in
usage
Champion
Leaves
Positive
NPS
Survey
Decline in
Usage
Usage @
95%
Expansion
Seasoned
Customer
AdoptionOnboarding
Visualize Cockpit Lifecycle (by Tier)
1:M Outreach = Purple 1:1 Events = Blue Risk = Red Opportunity = Green

20. Thank you!
Content Recommendations
CSMs
9-minute video on How a Gainsight CSM uses Gainsight
Gainsight Admins
Documentation available at support.gainsight.com
Connect with other customers at community.gainsight.com
Sign up for a free Admin Office Hours session (details on the community)
Team Leads and Managers
5-minute video on How our CS Director uses Gainsight Dashboards
Questions?