Gainsight/Assorted_Notes/Pulse2024.md

Notes on Offiste + Pulse 2024

Offsite

CSM/Project Manager Role

• Example from CS CSM:
  • GS: "We just had a meeting and showed them the risk management framework! They will start using it."
  • 2 months later
  • Client: "Yeah we never implemented it."
  • CS is facing similarity to other products trying to self-serve.

Future of CS

• Most popular selection was 1 CSM and 1 CSSC

What do we know works?

• Missed that slide

We need to decouple CS from the other Emerging Products. Right now, CS is the focal point and "leader" for the multi-product customer. How can we change that so the appropriate product is the leader?

Scorecards for CE Data. Community first-pass MVP Example:

• Number of contacts that have registered for Community
• Number of Questions or Articles they have generated
• Number of Product Ideas that they are submitting on behalf of that client.