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Gainsight's Buyer's Guide to Customer Success Solutions Companion Doc
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Key Steps & Business Challenges

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6. Solution Presentations

A checklist to get the most from your demo
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Since choosing a CSM platform is a cross-functional decision, it makes sense to break up the reviews into manageable chunks. Set up the following meetings with your team and use the table below to keep track of meeting notes and who should attend the meetings:
Meetings
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Management/End User Demo + Roadmap Review
This two-hour meeting is for the Head of Customer Success/Account Management, Head of Sales, and Pilot Sales Reps/CSMs/AMs to understand the business value of the platform and user experience.
Technical Architecture + Demo
Given the technical considerations we’ve discussed above, typically, customers review the platform in detail with IT, Business Operations, and the Data Team.
Executive Demo + Business Case Presentation
Our savviest customers tee up a quick (30–60 minutes) presentation for senior executives (CEO/GM, CFO/Head of Finance) to see the output of the system
Management/End User Demo + Roadmap Review
Description
This two-hour meeting is for the Head of Customer Success/Account Management, Head of Sales, and Pilot Sales Reps/CSMs/AMs to understand the business value of the platform and user experience.
Attendees
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Adam Davis
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Agenda
Customer experience impact from the platform
Quick view of CSM/Sales Rep experience
Management experience and dashboards
“Day in the Life” of a user:
Look up information on a customer to prepare for a call
Manage workload and action items
Collaborate with others
Share information with clients
Have vendors demonstrate how best practices are built into the product and experience
Roadmap and vision
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