Cockpit Module

Introduction to Cockpit

Cockpit empowers all the customer success and account managers overseeing the entire customer lifecycle to be more productive at closing revenue opportunities and mitigating risks.

With Cockpit, they can now manage and prioritize their customer portfolio -- daily interactions, tasks, and organizational dependencies. With complete visibility into all customer data, they can close the action items faster. Managers can optimize processes, benchmark team performance, and measure playbook effectiveness at closing opportunities or risks.


Let us learn more about Cockpit in this module.

 

Cockpit Module

What is Cockpit?

Cockpit is the day to day workspace for Customer Success Managers (CSMs) and account managers, and helps users drive revenue and mitigate risks faster from a centralized location.

Cockpit is used as a default landing page for action-oriented CSM teams so that they are able to more effectively address all current and potential issues and opportunities (Calls to Action) in their customer base, and as a result, are able to scale their operations easily.

CTAs can be created manually, but more often are triggered by business rules that analyze usage data and Salesforce native data. For each CTA that appears in the CSM's Cockpit, a prescribed playbook of best practice tasks can help guide the CSM through the right steps.

Calls to actions (CTAs) are tied to customers and are the backbone of Cockpit. CSMs can group and sort CTAs by due date, types and reasons, and more, in the Cockpit List View.

Click here to watch the overview of Cockpit.

https://vimeo.com/114711608

 

 

How a Gainsight CSM uses Cockpit?

Click on the image to watch a video on how a Gainsight CSM uses Cockpit. 

https://player.vimeo.com/video/135888814

 

Choose the most appropriate answer

Calls to Action is a key feature in Gainsight that will be used to help define a It is  an  which is either created by the user manually, or generated automatically based upon the  .

Match the items in the left column with the answers in the right column.

  • List View
    List view of all CTAs and tasks with group and sort options
  • Playbooks
    Setup and view playbooks
  • CoPilot
    Email tool for success communications

What is Call to Action (CTA)?

What is Call to Action (CTA)?

Calls to Action is a key feature in Gainsight that will be used to help define a CSM’s workflow. It is  an alert which is either created by the user manually, or generated automatically based upon the business rules.

 

Out of the box, calls to action are categorized as

  • Risks

  • Opportunities (now renamed as Expansion)

  • Events (now renamed as Lifecycle)

  • Objectives (for Success Plans).


Admins can also customize the call to action types. Playbooks, a collection of predefined tasks, can be used in conjunction with Calls to Action to standardize the process a user follows when a Call to Action is fired.

 

Calls to Action can be used to effectively manage milestones and events such as:

 
  • Renewal Prep

  • Low Survey Scores

  • High Survey Scores

  • Upsell Opportunities

  • Executive Business Review Prep

  • Possible Churn Based on Low Usage

  • Executive Sponsor Change

 

 

You will also learn how to configure Cockpit from the following link:

https://support.gainsight.com/hc/en-us/articles/202966336-Configure-Cockpit-CTA-Types-Reasons-Priority-etc-  

Types of Call to Actions

There are 4 CTA task types available out-of-the-box in Gainsight:

Risk

Risk represents negative trends with customers. Examples include loss of exec. sponsor, or low NPS score, or low # of licenses in use.

Event (now renamed as Lifecycle)

Event is lifecycle-based and is typically scheduled. Examples include training events, EBR/QBR, and renewal meeting.

Opportunity (now renamed as Expansion)

Positive trends with customers. Examples include high NPS score, high page views or product usage.

Objectives

Objectives are tied to Success Plans and can only be created in C360 > Success Plans section.

* Risk and Objective CTA types can't be edited. Events and Opportunity types can be renamed /repurposed.

 
  • You can create up to 6 more custom CTA types. Custom CTA types may be necessary when you want to collect/track unique information for that particular CTA type.

  • Double-click in the Open and Closed Milestone mapping fields to access drop-down menus for editing the mapping.

 

Data-driven CTAs allow CSMs to be more proactive and targeted in their actions. A call to action can be categorized as a Risk (of churn), Opportunity (positive trend), Event (lifecycle-based), Objective, or another custom CTA type. Here are some examples:

Risk: Usage dropped 50% in last month; or, Your customer’s executive sponsor left the company.

Opportunity (Expansion): Positive NPS survey score; or, Customer agreed to do a case study or be a reference.

Event (Lifecycle): 60 days before renewal; EBR/QBR; or training day.

The 4th CTA type is an Objective. Success Plans combine a new CTA type with a new Object to create Plans comprised of Objectives and Tasks. Success Plans live on the C360 page and can be assigned ownership just like CTAs. CSM’s can use Success Plans to develop a plan for their company’s internal goals, to maintain and grow an account, or tackle a project. Success Plans are also a great way to collaborate with customer stakeholders, align on what’s most important for the success of the customer, and craft a strategic plan.

For more information - https://support.gainsight.com/hc/en-us/articles/202966336#Call-to-Action-Type


Here you can learn how to configure the Cockpit Sub Tab: https://support.gainsight.com/hc/en-us/articles/202966336

 

4 CTA task types available out-of-the-box in Gainsight

  • Risk
    Risk represents negative trends with customers. Examples include loss of exec. sponsor, or low NPS score, or low # of licenses in use.
  • Event (now renamed as Lifecycle)
    Event is lifecycle-based and is typically scheduled. Examples include training events, EBR/QBR, and renewal meeting.
  • Opportunity (now renamed as Expansion)
    Positive trends with customers. Examples include high NPS score, high page views or product usage.
  • Objectives
    Objectives are tied to Success Plans and can only be created in C360 > Success Plans section.

Decide if the following statements are true or false

  • CTAs are the backbone of the Cockpit workspace and typically contain more granular tasks for the CSMs to complete.
  • Risk represents positive trends with customers.
  • A CTA that is not created based on a relationship is called a relationship CTA.
  • Success Plans include objective type CTAs, and custom CTA types may be created in your org.
  • The view that displays when you click an existing CTA is called the CTA detail view, and contains fields like priority, reason, status, comments, etc. 


Which of these screenshots talk about CTA detail view?

What is Playbook?

What is a Playbook?

Playbooks are a collection of pre-defined tasks with relative dates. Playbooks help level the playing field for your whole CSM team and get everyone on the same page. They help ensure best practices are followed across the board, and provide a system for reviewing and revising the practices based on lessons learned and evolving needs. Playbooks can be used to standardize the process a user follows when a call to action is fired, or when an event occurs.

 

Playbooks can be used to effectively answer questions such as:

 
  • How should I handle a poor NPS score from a customer?

  • How do I address a decline in usage activity from a customer instance?

  • What do I need to do to prepare for a Quarterly Business Review with a customer?

 

Creating a Playbook

Creating a Playbook

In order to create a new playbook, please follow the given guidelines:

 

Click the Cockpit tab and then click the Playbooks icon (fourth from the left).

Click + Add Playbook.

On Add Playbook, perform the following steps:

  • Type: Select the CTA type that this playbook can be applied to.

The All type allows you to use the created playbook on all CTA Types.

  • Name: Enter the playbook name.

  • Comments: optional.

4. Click Save.

Once you create a playbook, you can add tasks to the playbook.

To know more on how to create Playbooks, click the following link:

https://support.gainsight.com/hc/en-us/articles/203535553

Gainsight's Vault contains best practice templates for various asset types, including Playbooks.

You can also download Playbooks from Cockpit > Playbooks, click the import button (circled in red above) to preview and download Playbooks into your own org.

Themes/folders are organized in a hierarchical structure on the left. You can click on the desired theme to view assets. When you download a Playbook (using the download icon), you'll be asked to map some values to the corresponding fields in your org. Downloaded Playbooks will have the theme name appended to their name. After downloading, you can customize the Playbook as needed.

 

State whether the following statement is either True or False.

  • Playbooks are a collection of pre-defined tasks with relative dates.
  • Playbooks can never be used to standardize the process a user follows when a call to action is fired, or when an event occurs.

Creating a Call to Action

Creating CTAs

How to create CTAs?

 

There are two ways to create CTAs.

Auto  CTAs
  • First, your Gainsight Administrator sets up business rules to automatically trigger Calls to Action (CTAs).

  Manual CTAs
  • Second, you can also quickly create a CTA manually from Cockpit. You might need to add a CTA manually to track an impromptu meeting, or another customer event or risk that you’ve identified.

Your Gainsight Administrator sets up business rules to automatically trigger Calls to Action (CTAs), but you can also quickly create a CTA manually from Cockpit. You might need to add a CTA manually to track an impromptu meeting, or another customer event or risk that you’ve identified. The Cockpit helps provide visibility for you and your team into your workload.

1. Click the + button in the far right corner and select a CTA type (event, opportunity, risk, or a custom CTA type).

2. In the Subject line, enter a name for the CTA.

3. In the Customer field, enter three or more letters of the customer’s name and click enter. Optionally, if you have relationships enabled, you can search and select the desired relationship.

4. In the Owner field, enter a colleague’s name, or click Assign to me.

5. (Optional) Click the + button to Associate customer contact(s) with the CTA.

6. Select a Reason for the CTA.

7. Select a Due Date.

8. (Optional) Enter notes in the Comments field.

9. (Optional) Select the appropriate playbook. After you select a playbook, all tasks inside the playbook are visible at the bottom of the window. Also, you may modify the owner of each playbook task.

10. Click Save.

Note:

You cannot modify Playbook/Playbook Tasks while creating a CTA.
If you do not select a playbook here, you can still apply a playbook from the CTA detail view. You can also replace the playbook.
You can apply a playbook while creating a CTA from Cockpit tab, Account Widget, Opportunity Widget, Case Widget and C360/R360 Cockpit tab.

 

 

You can click the following link to learn more about creating CTAs:

https://support.gainsight.com/hc/en-us/articles/212228578-Create-Manual-Calls-to-Action-CTAs-Tasks

Gainsight Admin sets up the _______ to automatically trigger the CTAs.

  • business rules
  • code
  • cockpit

Tick which statement is True.

  • For each CTA that appears in the CSM's Cockpit, a prescribed playbook of best practice tasks can help guide the CSM through the right steps.
  • CTAs cannot be created manually, but more often are triggered by business rules that analyze usage data and Salesforce native data

Frequently asked questions about Cockpit

FAQs on Cockpit

 FAQs on Cockpit

What's the maximum number of CTAs I can view in Cockpit?

CTA's in Cockpit will max out at 1000 for each view. You can use the built in filters/groupings to narrow your search and it will still respect the 1000 views.

Are there any plans to hide/archive year old closed CTAs at some point?

We don't plan to archive or delete CTAs based on historical time periods. You can run a report on closed CTA's in the report builder.

Why can't I see closed CTA's if I group by Due Date, or filter to include them?

From Cockpit, if CTA's are grouped by Due Date, you will not see closed CTAs even if you filter to include them. This is because anything that is closed will not have an upcoming due date or be due today.

 

When grouped by Due Date, why does my CTA appear in the today group, even though the CTA due date is not today?

Cockpit will group CTA's by CTA due date unless a task is either due today or overdue. If the task is due today, it will move the CTA into the "today" grouping. If overdue, it will move the CTA into the "overdue" grouping.

Is it possible to keep CTAs from firing while CSM is on vacation (vacation "snooze")?

No.  (While technically you could update every rule to say CSM not equal to <CSM on VA>, this is NOT recommended because you'd miss important CTAs for those customers AND it's not an efficient process).  We recommend having a backup CSM check the other person's Cockpit for new CTAs in their absence, by typing in their name right on the Cockpit screen.  Alternately, the CTAs will be there when the CSM returns from vacation.

 

Can a rule trigger a CTA with no due date, or no owner?

No. The system is designed to ensure CTAs do not get 'lost.'

If a CTA is snoozed, does it come back with the tasks as you left them (or re-set)?

They will appear as you left them.

Why do I see CTAs in my Cockpit List View that are assigned to another CSM?

This will happen when you are the owner of one or more of the tasks from your colleague's CTAs. The CTAs will appear in both people's Cockpit List Views.

 

Why does a recurring CTA appear to be closed in Cockpit, but open in a report?

CSMs can manually create recurring Event CTAs. The original or master CTA will remain in an open status, while some child instances of the recurring CTA may be closed. In reports, if you notice open CTAs that you expect to be closed, this may be the cause. To adjust the report, add a filter for IsReoccurring !=(not equal) to True. This will eliminate the master CTA's from the report so you only see the children (the real ones).

Why can't our Sales users see tasks in SFDC, even though our CSMs are syncing their Gainsight tasks to SFDC?

Non-Gainsight Users who want to view tasks created by Gainsight need to have at least read access into the Call to Action object in order to view CTAs and tasks from the Account page. If they don't have read or write access, then they will get an insufficient permissions error in SFDC when they try to view them.

 

How can we assign CTAs to our pooled CSM team?

Different organizations will have different solutions to this, and we plan to share more configuration options soon. One simple way is to have a "Customer Success Team" user that represents your pooled CSM team. The pooled team members then check Cockpit for CTAs owned by "Customer Success Team," and re-assign CTAs to themselves, so the CTAs show up in their personal Cockpits.

 

Demo and Recap on Cockpit

Demo and Recap on Cockpit (15 minutes)

A 15 minute quick recap demo on Cockpit

 

In this video, you will learn more about Cockpit and its key objects. You will also remember many things that you learnt about Cockpit till now. 

Click the icon to view the video.



https://youtu.be/W3n3pRX5dF8

 

Glossary

  • Risk: Type of CTA, created on analyzing that a particular customer may fall into a prospective churn category. Create a Risk CTA and assign a set of tasks or a predefined Playbook to track the customer issues and plan of actions to make the customer happy.

  • Opportunity: Type of CTA, created when a customer becomes a prospect of any sort of revenue generation process. Tasks or Playbooks can be attached to track the status of the customer.

  • Event: Event CTA helps a CSM to power throughout the day and make him be prepared ahead for his meetings. Event CTA effectively tracks all his meetings and know which Event is of his highest priority.

  • Playbooks: Playbooks are a collection of pre-defined tasks with relative dates. They are used to standardize the process a user follows when an alert is fired, or when an event occurs.

  • Snooze CTA: Snooze option provides a flexibility for a user to hold a CTA to fire, due to user vacation or waiting for the product enhancement. Once the mentioned time for snooze is completed the, alerts or events are fired as per the conditions. 

  • Chatter on Calls to Action: You can add a post, include files and links using Chatter. User can use Chatter in conjunction with/or instead of adding comments.