CS - Gainsight Setup

EBR Playbooks:

• CTA: Schedule EBR Playbook

• Reach out to POC to schedule EBR with Exe Sponsor, Supt, and other stakeholders.
• Put EBR on overall EBR Calendar
• Reach out to POC to schedule pre-EBR agenda and goal setting meeting (as applicable to medium, plus, high and enterprise accounts)
• If EBR is not scheduled, trigger EBR escalation playbook

• CTA: Prep for EBR (triggered by completion of scheduled EBR CTA)

• Review C360 metrics, EBR notes from last year (if applicable), latest NPS score(s), maturity model audit
• Meet with POC (as applicable to medium, plus, high and enterprise accounts) to prepare POC and content for EBR
• Build EBR deck with emphasis on value, goals and recommendations commitment
• Circulate presentation internally for review
• Send to all invitees of EBR at least 48 hours prior to EBR

• CTA:Conduct EBR (triggered by completion of Prep for EBR CTA)

• Meet with District to present EBR
• Log Meeting Notes, Recommendations and ultimate summary of EBR in Gainsight with activity type EBR.
• Send meeting summary and action items in follow up email within 24 hours
• Schedule any immediate next steps

• CTA: Schedule Annual Account Planning meeting for Q1 2024 (triggered by completion of conducting EBR CTA)

EBR Escalation Playbook:

• CTA: Schedule EBR

• Reach out to POC to schedule EBR with Exe Sponsor, Supt, and other stakeholders.

• If no response via 1st email by Oct 16, a second email can be sent.
• If no response via email by Oct 20, a phone call should be made to the POC, Executive Sponsor or Supt Asst. in an attempt to establish the EBR meeting
• If no meeting is still established after phone calls have been attempted by the CSM to at least 3 identified stakeholders in account, scheduling the EBR will be escalated to Ellie.
• Ellie will review all notes and attempts from the CSM and then make two phone attempts to establish an EBR with an identified stakeholder by Nov 1.
• If an EBR can still not be established, a digital survey to collect goals and ROI will be sent

• Any EBR’s unscheduled by Nov 1, escalated to Sr. Dir of CS or CCO

• Red sentiment update
• Sent digitally
• How can we get them to acknowledge us digitally? Be ‘on the journey’ digitally?

What happens if they keep rescheduling?

What happens if they are healthy and don’t want an EBR?

Feedback Survey: feedback survey to include at the end of the EBR email, allowing clients to provide input on the EBR process, CSM and content.

• What feedback do we need to improve future EBR cycles?
• 5 question max survey

Using NPS Survey responses in the EBR.

• If a customer's survey response indicates a high satisfaction with the product and significant ROI achieved, what content should be included in the EBR?
• If the survey response indicates issues or concerns, what resources or plans should be communicated in the EBR?
• What does each reveal about the implementation for the district?