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1
NameTypeFolderSubfolderDescriptionLink
2
Blue Fish (format-only)
Email Template
Email Analytics
https://jbcxm.na34.visual.force.com/apex/vault?id=d8ifkmfi6jlqwb4jddf7tgbn8&t=et
3
Campaign Ending Soon
Email Template
Lifecycle - Renewal, Expansion & EBRs
https://jbcxm.na34.visual.force.com/apex/vault?id=1alvlq70ldfw3ogufromao03b&t=et
4
Customer Reference Request
Email Template
NPS & AdvocacyAdvocacy
https://jbcxm.na34.visual.force.com/apex/vault?id=51wf27mq9vykf70kjiitd84ao&t=et
5
EBR Scheduling
Email Template
Lifecycle - Renewal, Expansion & EBRs
https://jbcxm.na34.visual.force.com/apex/vault?id=3utn48lyqnczl86v6btm99ts3&t=et
6
Emergency Notification Email
Email Template
Announcements, Updates & Internal Planning
https://jbcxm.na34.visual.force.com/apex/vault?id=68zk1ledty3mn3qt2fpyux4p8&t=et
7
Event Invite email (Gainsight-specific)
Email Template
Announcements, Updates & Internal Planning
https://jbcxm.na34.visual.force.com/apex/vault?id=215f1phkwdu03yd8t0vcdjy49&t=et
8
Executive Re-Sell Email
Email Template
Risks & Health ScoreHealth Score
https://jbcxm.na34.visual.force.com/apex/vault?id=1iqm5s89z8kwqmmxzzaj59amo&t=et
9
Go Live Email
Email Template
Lifecycle - GoLive, Launch & Adopt
https://jbcxm.na34.visual.force.com/apex/vault?id=21ngwgc4w8zrcjk2gmi654u8l&t=et
10
Green Eggs (format-only)
Email Template
Email Analytics
https://jbcxm.na34.visual.force.com/apex/vault?id=3fx65ag2l6bfct0dv1eiab9x0&t=et
11
Habits Decline (Green to Yellow)
Email Template
Risks & Health ScoreHealth Score
https://jbcxm.na34.visual.force.com/apex/vault?id=dvdwugo46dpyhk3r6mywmxvvo&t=et
12
Habits Improvement (Yellow to Green)
Email Template
Risks & Health ScoreHealth Score
https://jbcxm.na34.visual.force.com/apex/vault?id=b3y4f959v7h0pr4etnnvwplf8&t=et
13
Implementation Project Delay Email
Email Template
Lifecycle - New Customer & Kickoff
https://jbcxm.na34.visual.force.com/apex/vault?id=giq403my9f4zg61i81cz3lnmn&t=et
14
Implementation Project Status Email
Email Template
Lifecycle - New Customer & Kickoff
https://jbcxm.na34.visual.force.com/apex/vault?id=i9fdtwlnngpilkshmli4r1z5&t=et
15
Internal - Gainsight Training Invitation
Email Template
Announcements, Updates & Internal Planning
https://jbcxm.na34.visual.force.com/apex/vault?id=g2ckuwz36ek0ejz7ycrvmq3y6&t=et
16
Internal - NPS Notification to CSMs
Email Template
NPS & AdvocacyNPS
https://jbcxm.na34.visual.force.com/apex/vault?id=g2gqvsnru1l7c420y3kyam5wi&t=et
17
Logo Permission
Email Template
NPS & AdvocacyAdvocacy
https://jbcxm.na34.visual.force.com/apex/vault?id=1axxbtefu59ol4x1rpr4nhrvw&t=et
18
Monthly Uptime Report
Email Template
Announcements, Updates & Internal Planning
https://jbcxm.na34.visual.force.com/apex/vault?id=f7pidko12k3vedbi5fxomoe9r&t=et
19
New Beta Feature Participation
Email Template
Announcements, Updates & Internal Planning
https://jbcxm.na34.visual.force.com/apex/vault?id=uo0suz9z0ypplieltp7kc4yo&t=et
20
New in Gainsight' Update
Email Template
Announcements, Updates & Internal Planning
https://jbcxm.na34.visual.force.com/apex/vault?id=2ts3odq4trhvcx0upckpfoote&t=et
21
Newsletter Template
Email Template
Email AnalyticsEmail template that you can use as a model for a newsletter
https://jbcxm.na34.visual.force.com/apex/vault?id=b261scrfd6qytjrs8m4crgy32&t=et
22
Notify Management of New Flagged Risk >100k ARR
Email Template
Risks & Health ScoreRisks
https://jbcxm.na34.visual.force.com/apex/vault?id=3s6phco5t0c6lq3nqdlaqziaq&t=et
23
Notify Management of Upcoming EBR
Email Template
Lifecycle - Renewal, Expansion & EBRs
https://jbcxm.na34.visual.force.com/apex/vault?id=29mgjqqq0stv2rnkl8batacap&t=et
24
NPS Detractor Response
Email Template
NPS & AdvocacyNPS
https://jbcxm.na34.visual.force.com/apex/vault?id=ef0ocs6u72w1se1fvx0ftwemn&t=et
25
NPS Passive Response
Email Template
NPS & AdvocacyNPS
https://jbcxm.na34.visual.force.com/apex/vault?id=eu97utew714kiryi65fdjb4ue&t=et
26
NPS Promoter Response
Email Template
NPS & AdvocacyNPS
https://jbcxm.na34.visual.force.com/apex/vault?id=49nd30beg5vyn0zyfh3h1cy3k&t=et
27
Outage Report
Email Template
Risks & Health ScoreRisks
https://jbcxm.na34.visual.force.com/apex/vault?id=x5g2hgr71dafwou6p9vlghi8&t=et
28
Pre-Event Program Connectivity
Email Template
Announcements, Updates & Internal Planning
https://jbcxm.na34.visual.force.com/apex/vault?id=doxp9lkuhd09jcp53ms0rwhq5&t=et
29
Pre-Implementation Workshop Email
Email Template
Lifecycle - New Customer & Kickoff
https://jbcxm.na34.visual.force.com/apex/vault?id=cnqr9p7gugow3iunchdrqj8wt&t=et
30
Product Overage
Email Template
Lifecycle - Renewal, Expansion & EBRs
https://jbcxm.na34.visual.force.com/apex/vault?id=avza9gpegjg7tfh50dqg90ppd&t=et
31
Product Release email
Email Template
Announcements, Updates & Internal Planning
https://jbcxm.na34.visual.force.com/apex/vault?id=dwo74rxsv0aj3oyv6nwck90x0&t=et
32
Re-engagement after No Contact
Email Template
NPS & AdvocacyNPS
https://jbcxm.na34.visual.force.com/apex/vault?id=3si3rseq7k5mj0wcm8fjlkc1i&t=et
33
Rollout Plan
Email Template
Lifecycle - New Customer & Kickoff
https://jbcxm.na34.visual.force.com/apex/vault?id=fdclhoqfvlcifli8bkv5r0tp7&t=et
34
Sales Handoff Email
Email Template
Lifecycle - New Customer & KickoffEmail template that Sales can send to a new customer to introduce the CSM
https://jbcxm.na34.visual.force.com/apex/vault?id=arhwa9m1e2hcnh7xw2ptkzex0&t=et
35
Send Health Scores (Format & Directions)
Email Template
Risks & Health ScoreHealth Score
https://jbcxm.na34.visual.force.com/apex/vault?id=4wemd9udtdao4dtnlaziejcpu&t=et
36
Severe Habits Decline (Yellow to Red)
Email Template
Risks & Health ScoreHealth Score
https://jbcxm.na34.visual.force.com/apex/vault?id=aqexb6cnca2im697agk9ck86p&t=et
37
Special Event
Email Template
Announcements, Updates & Internal Planning
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=1f87opnkktgdcrzrdqocqe3g7
38
Sponsor Change Email
Email Template
Risks & Health ScoreRisks
https://jbcxm.na34.visual.force.com/apex/vault?id=bpqshgp98qmee6kjed7qidpw4&t=et
39
Support Ticket Acknowledgement
Email Template
Risks & Health ScoreHealth Score
https://jbcxm.na34.visual.force.com/apex/vault?id=1d9mf5jvv66xxm4c4wn9gnm5w&t=et
40
Survey Reminder
Email Template
Surveys
https://jbcxm.na34.visual.force.com/apex/vault?id=elnbne70qd6l50e21twg369rw&t=et
41
Upcoming Renewal Email
Email Template
Lifecycle - Renewal, Expansion & EBRs
https://jbcxm.na34.visual.force.com/apex/vault?id=bv47d3rvqsiclldnmecpgev1p&t=et
42
Very Wide (format-only)
Email Template
Email Analytics
https://jbcxm.na34.visual.force.com/apex/vault?id=g6oqe785idak8a1bxsrpcd3v9&t=et
43
Webinar Line-up Announcement
Email Template
Announcements, Updates & Internal Planning
https://jbcxm.na34.visual.force.com/apex/vault?id=33slqv2tgjzktrpy6dkr6m9x0&t=et
44
Webinar Recording (format-only)
Email Template
Email Analytics
https://jbcxm.na34.visual.force.com/apex/vault?id=2qfckidzaqg96na2of8njyew9&t=et
45
Welcome Email
Email Template
Lifecycle - New Customer & Kickoff
https://jbcxm.na34.visual.force.com/apex/vault?id=dtc6rw4wkubnazmeqx71xbffm&t=et
46
90 Days until RenewalPlaybookLifecycle - Renewal, Expansion & EBRs
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).
https://jbcxm.na34.visual.force.com/apex/vault?id=a1p3gr3uk7t7v7toavfoyns2
47
Advocacy Follow-UpPlaybookNPS & AdvocacyAdvocacy
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=ea5tknlc0jm8rrlij4pufg9q2
48
Annual Health Check-InPlaybookLifecycle - GoLive, Launch & Adopt
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=1mcimphs3s2bfqpbf0zzrqpy1
49
Bounced Copilot EmailPlaybookEmail AnalyticsProcess to follow when a copilot email bounces
https://jbcxm.na34.visual.force.com/apex/vault?id=3qanap9505q8xa2yg96fc4o5j
50
Closed Round of FundingPlaybookLifecycle - Renewal, Expansion & EBRs
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=7h9vo4ag7wk6zrw4e2zoerrjm
51
Company Risk: Loss of AdminPlaybookRisks & Health ScoreRisks
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=12b99evuft2tup4gg11mq1pat
52
Company Risk: Loss of Business SponsorPlaybookRisks & Health ScoreRisks
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=uksgvq553mcr8yvwahfuq22z
53
Company Risk: Loss of Power UserPlaybookRisks & Health ScoreRisks
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=dwguioitve2qqwnjq5uz6my9g
54
CSM TransitionPlaybookLifecycle - GoLive, Launch & Adopt
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=gglx4oci8xqn4mhficb110waa
55
Customer Internal Re-organizationPlaybookRisks & Health ScoreRisks
Execute strategy for company re-organization - includes involving Executive Sponsor, arranging strategy call, and executing plan. Assigned to Account CSM.
https://jbcxm.na34.visual.force.com/apex/vault?id=15kc9i47lql2k75hm0tckiopw
56
Customer Reference V2PlaybookNPS & AdvocacyAdvocacy
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=1dtopjk1721kw2j7b0vqtoguf
57
Data RiskPlaybookRisks & Health ScoreRisks
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=512xbzqurfy9i2btdg04q4m4i
58
Drop in UsagePlaybookRisks & Health ScoreHealth Score
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=4sr0s4n2u6djh9lufekwh1hre
59
Executive Business ReviewPlaybookLifecycle - Renewal, Expansion & EBRs
Plan and deliver an Executive Business Review - includes scheduling, reviewing Customer360 page, preparing and vetting presentation, and meeting with customer. Assigned to Account CSM.
https://jbcxm.na34.visual.force.com/apex/vault?id=51ct3diyulu8meuibm6hwlfpr
60
Executive Engagement RiskPlaybookRisks & Health ScoreRisks
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=b5m0642yaavto57lbi2c1p1w0
61
Executive Re-SellPlaybookRisks & Health ScoreHealth Score
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=4p1xhn15mkhzom91ayy4m3141
62
Expansion SupportPlaybookLifecycle - Renewal, Expansion & EBRs
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=2fnfq2fknjwa21azag1xmiric
63
Financial RiskPlaybookRisks & Health ScoreRisks
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=31mffwstca5uwnu20eb9qwhcl
64
Go Live!PlaybookLifecycle - GoLive, Launch & Adopt
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=7nqmtut91wmm58o1ufp8z1cws
65
Go Live! (High Touch)PlaybookLifecycle - GoLive, Launch & Adopt
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=5esnjzqf9825rkaqfc48z9j45
66
Habits Opportunity: High AdoptionPlaybookNPS & AdvocacyAdvocacy
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=hcwii7j8vtrcgt8h3dysl2zdo
67
Habits Risk: Low AdoptionPlaybookRisks & Health ScoreRisks
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
https://jbcxm.na34.visual.force.com/apex/vault?id=fz2u933ystyr5vcoaei45b370
68
Habits Risk: Stalled (Yellow) AdoptionPlaybookRisks & Health ScoreRisks
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=fhkq6wqi091727fk8yya3zqkn
69
Implementation Risk: Project Milestone DelayedPlaybookLifecycle - New Customer & Kickoff
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=6idmgzgugstfvsiw8yru4yn5p
70
Initial End User TrainingPlaybookLifecycle - GoLive, Launch & Adopt
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=bl8pqu77z09p7evy944imtaeg
71
Internal Gainsight LaunchPlaybookLifecycle - GoLive, Launch & Adopt
Use as an exercise for CSMs in preparation for your internal Gainsight Launch - includes working through their Customer360, Cockpit, and CTAs.
https://jbcxm.na34.visual.force.com/apex/vault?id=bey6z906ud83u17x01dw6bxjv
72
Monthly Check-InPlaybookLifecycle - GoLive, Launch & Adopt
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=7yuui215u3ponm0ekp5r7q7oo
73
Move to AdoptingPlaybookLifecycle - GoLive, Launch & Adopt
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=58p5ccyd63w7ubjd42rn5kk2l
74
New CustomerPlaybookLifecycle - New Customer & Kickoff
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=db6gxva5wt6nts1s8d3y9q704
75
Onboarding-to-CSM TransitionPlaybookLifecycle - New Customer & Kickoff
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=fmuq0uwwtoqbob011z6kzepwt
76
Opportunity: Product OveragePlaybookLifecycle - Renewal, Expansion & EBRs
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).
https://jbcxm.na34.visual.force.com/apex/vault?id=dqmlcwdab53zsxbly21ktucl5
77
Product RiskPlaybookRisks & Health ScoreRisks
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=4asdclw3yta34e95hnfhjj426
78
Readiness Risk: Key Contact Not IdentifiedPlaybookRisks & Health ScoreRisks
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=pgpcf115o0s4ap9y33glyjwf
79
Sales HandoffPlaybookLifecycle - New Customer & Kickoff
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=faro21xb38au5601jbud87630
80
Sales Stage Management: 1. QualifyPlaybookMiscellaneousPlaybook 1 of 5 for a standard sales process
https://jbcxm.na34.visual.force.com/apex/vault?id=ahv3amsz8ctf6lvc1oq4ew07p
81
Sales Stage Management: 2. EducatePlaybookMiscellaneousPlaybook 2 of 5 for a standard sales process
https://jbcxm.na34.visual.force.com/apex/vault?id=ahv3amsz8ctf6lvc1oq4ew07p
82
Sales Stage Management: 3. ValidatePlaybookMiscellaneousPlaybook 3 of 5 for a standard sales processhttps://jbcxm.na34.visual.force.com/apex/vault?id=5b5tlb6fkvolj1lzkrzffu8bb
83
Sales Stage Management: 4. ProposePlaybookMiscellaneousPlaybook 4 of 5 for a standard sales processhttps://jbcxm.na34.visual.force.com/apex/vault?id=7eswla5fa9ucrrnnbjriqxxhd
84
Sales Stage Management: 5. DecidePlaybookMiscellaneousPlaybook 5 of 5 for a standard sales processhttps://jbcxm.na34.visual.force.com/apex/vault?id=7wosxrd4c6ua4y1ryl6c6se68
85
Sentiment Opportunity: High NPS RatingPlaybookNPS & AdvocacyNPS
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=4cquzwkg25x7ldplw7ao2kyl2
86
Sentiment Risk: Lapsed RenewalPlaybookRisks & Health ScoreRisks
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=c56zunykrctyqs10i9ttc5w5m
87
Sentiment Risk: Late PaymentsPlaybookRisks & Health ScoreRisks
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=c1bbkk7us46j1lvv14f5z0buu
88
Sentiment Risk: Low NPS RatingPlaybookNPS & AdvocacyNPS
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=wiqnjruh4mn65z9egw2y0oi6
89
Sentiment Risk: Neutral NPS RatingPlaybookNPS & AdvocacyNPS
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=51qgdw4ivt78mnl0acv9yyfhu
90
Sentiment Risk: No engagement in 90 daysPlaybookRisks & Health ScoreRisks
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=7nt6w9fnglfttxpucgindhzqc
91
Sponsor Moving to New CompanyPlaybookNPS & AdvocacyAdvocacy
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.
https://jbcxm.na7.visual.force.com/apex/vault?id=22o6excsahvqhj7y7fqfdmh95
92
Support RiskPlaybookRisks & Health ScoreRisks
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=aj75b0qe3qsympoiiee71ywet
93
Support Risk: High Priority IssuePlaybookRisks & Health ScoreRisks
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=fgn9xj3bfugwkcguxytj08xod
94
Support Risk: Volume/Duration IssuePlaybookRisks & Health ScoreRisks
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=cr46rdjd4z7i5lgbaxrjenzpw
95
Tracking Key ContactsPlaybookRisks & Health ScoreHealth Score
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=e7qw3ktpxfap4uqsfte7oq0cc
96
Training/Adoption OpportunityPlaybookRisks & Health ScoreHealth Score
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=ahi74z7m80w6hp4c7deuwlx5h
97
Will ChurnPlaybookRisks & Health ScoreHealth Score
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.
https://jbcxm.na34.visual.force.com/apex/vault?id=3k1778ttxc89mnpzfoojd5wl
98
Calls to Action TrendReportCTAs & Success PlansCTAs
PURPOSE: To show the number of CTAs created over time by CTA type; CUSTOM FIELDS: None
https://jbcxm.na34.visual.force.com/apex/vault?id=elpwjhd0iyexi88bf3ol415xu
99
Cases Closed (Last 180 Days) by Type (Pie Chart)ReportRisks & Health ScoreRisks
PURPOSE: To understand the distribution of Closed Cases by Case Type in the past 180 days; CUSTOM FIELDS: None
https://jbcxm.na34.visual.force.com/apex/vault?id=f3h993qktohjmvantst5f89nh
100
Cases Opened (all-time) by Segment (Pie Chart)ReportRisks & Health ScoreRisks
PURPOSE: To understand the distribution of all Cases ever opened by Segment; CUSTOM FIELDS: Customer Info::Segment
https://jbcxm.na34.visual.force.com/apex/vault?id=4ivas7xij4jpixyci6hvvj3ef
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