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

The 11 key steps for a successful CSM platform deployment at your company.
1. Evaluation Team
2. Business Case
3. Project Plan
4. Vendor Research
5. Request For Proposal (RFP)
6. Solution Presentations
7. References
8/9. POC & Solution Design
10/11. Selection & Commercials
Before beginning the evaluation (
1. Evaluation Team
⁠
), you’ll want to identify the business challenges specific to your organization that you are aiming to solve.
Click on each bullet below to learn more about each unique business challenge, and then brainstorm with your team on the table below by adding ideas on how you can address each business challenge.
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1. Lack of customer visibility.

Without a unified view of your customer data, your team can’t get the full picture of their customers that’s needed to drive the outcomes they desire. As a result, it’s hard to ensure that customers are going to renew and expand.

2. A disconnected customer experience.

You have many different teams that engage with your customers across channels. And because these engagements aren’t typically coordinated across teams/channels, the customer experience becomes disjointed.

3. Poor product adoption.

New products and features are only as strong as their adoption rates. You need to ensure that customer teams take the right actions to drive adoption with step-by-step guidance and can engage customers directly in the product to guide them through processes/workflows that deliver value.

4. Excessive churn.

It’s essential that your team can proactively understand churn risk within your customer base and ensure everyone has the right insights to mitigate it. Give your team full context around the interaction history with each client, making it easy for them to prep for renewal discussions.

5. Missed opportunities for expansion.

Ignorance is not bliss. Understand when customers are ripe for expansion by monitoring their health and the metrics that indicate expansion opportunities. Leverage a centralized command center for both renewal and expansion opportunities to understand upcoming opportunities and drive action on them.

6. Scale and efficiency.

Automating doesn’t mean sacrificing personalization. Instead, maximize efficiency, ensure consistency, and navigate customer relationships more easily—all without losing the deep personalization your customers expect.
Challenge
Ways to address challenge
Who added
X
Lack of customer visibility
Add your ideas
AC
Al Chen
X
A disconnected customer experience
Add your ideas
AC
Al Chen
X
Poor product adoption
Add your ideas
AC
Al Chen
X
Excessive churn
Add your ideas
AC
Al Chen
X
Missed opportunities for expansion.
Add your ideas
AC
Al Chen
X
Scale and efficiency
Add your ideas
AC
Al Chen
X
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👉 Go to step one:
1. Evaluation Team
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