Gainsight's Product-Led Growth Strategy

Explore

Data

All PX workflows

Summary of crawl, walk, runs for each play

Workflows

Workflows

Play

Phase

PX In-App Engagements

What's needed in in PX

KPIs

Screenshots

Feature Activation

Crawl

- Use a tooltip to draw attention - Use a badge to raise awareness - Use Sliders to educate about bundled features/ workflow

- Original User Sign Up Date - Features mapped - Identify 3-5 features

- Guide Completion % - Feature Adoption trends - Login activity

Feature Activation

Walk

- Multiple Badges - Workflow Guides - Emails + 1:Many (Webinars/ Video Tutorials) - Basic On-Demand KC Bot

- Determine sticky features - Set up KC Bot - User-Names to personalise the Guides

- User Retention - Account Retention - Product Adoption (Use PX Custom Dashboard)

Feature Activation

Run

- User-Segmented Guides - Capture User Role/ preference to guide nurture (if applicable) - Outcome-driven Sequenced Guides (experimentation) - Badges & Throttling - Advanced On-Demand Bot - Surveys (Boolean, Rating, CES)

- Pass Account/ User attributes (User Role, Customer Lifecycle) - KC Bot KB/Zendesk Integration

- Survey Feedback - CET Score, - # of Support Tickets - Compare adoption trends of test/control group

Release Experience

Crawl

-In-app Dialog/Slider to announce the release + highlight key components

- New Features mapped - In-app Release Template

- Slider Performance - New Feature Adoption first 2-4 weeks post release

Release Experience

Walk

- Feature Walkthroughs - Email Inactive users highlighting the release and re-inviting them -KC Bot with “What’s New” category - Rating survey to measure user perception of new features

-User Signup date/ emails via identify-call -Set up KC Bot

-% Increase in DAU/WAU/MAU - Rating score -% Increase in New Feature Adoption

Release Experience

Run

- Badges for enablement - Guide nurturing (Intervals) - Usage/ profile driven guides to help users complete new flows/ features -Pre + Post CES Survey to measure usability improvement

-Targeted features mapped in PX - Account/ User attributes (User Role, Lifecycle)

- Improved Customer Effort Score - Guide Completion % - User Retention - Feature Adoption Trend

Customer Marketing

Crawl

- Dialog to announce upcoming event with a ‘Register CTA’ - Slider describing new content addition with a CTA to view/ download

- PX Tag/Identify code installed - Access to the standard PX Engagement Analytic

- Dialog Performance - CTA Click Rates - # of downloads/ attendance

Customer Marketing

Walk

- Slider sharing Customer Case Studies (images, videos, ctas) - Basic KC Bot with customer enablement content and upcoming event info with a Register CTA - Slider for Upcoming Feature Sneak Peak - Driving awareness of problems/use cases the product can solve (Feature activation)

- KC Bot - Product Mapping - Identify User Flows and ICP

- User Retention - Key Feature Adoption - Workflow Completions - Content Consumption - Event Attendance

Customer Marketing

Run

- User-Segmented Content/ Event Announcement - Sequential User- Contextual Guides/ Emails - Badges to drive customer education - Advanced KC Bot (segmented) - Feedback Surveys (post-events or advocacy)

- User Roles/ attributes (Customer Stage, Goals, etc) - KC Bot Search and Feedback - Custom Dashboard

- KC Bot Analytics - Overall Product Health - Survey Feedback - Guide Completions - Feature Adoption

Customer Onboarding

Crawl

- Welcome Dialog guide to first-value action - Quick Tour/Platform orientation - Personalized Welcome Emails

- Original User Sign Up Date - Core Features Tracking

- Guide Completion % - Adoption trends of initial actions - Login activity

Customer Onboarding

Walk

- New User-Workflow Guides - 1:Many Onboarding (Webinars/ Video Tutorials) - On-Demand KC Bot Checklist

- Identify new-user workflows - Set up KC Bot - User-Name to personalise the Guides

- User Retention - Core Features/ Workflows Adoption - Duration spent by CSM/PS

Customer Onboarding

Run

- User-Segmented Guides - Capture User Role/ preference to guide nurture (if applicable) - Outcome-driven Sequenced Guides - Badges & Throttling - Advanced On-Demand Bot - CSAT/ CET Survey

- Pass Account/ User attributes (User Role, Customer Lifecycle) - KC Bot KB/Zendesk Integration

- Measure TTV - CSAT/CET Score, - # of Support Tickets - # of people involved

Trial experience

Crawl

- New User Welcome Email (set expectations) - Welcome Dialog pointing to first-value action - Quick Slider intro/ tour with trial expectations

- Original User Sign Up Date - Account attribute (POC, Free Trial, Customer) - Golden Features Tracking

- Guide Completion % - Golden Feature Adoption Trends

Trial experience

Walk

- Instantly notify teams via Slack - Feature-Value Path Guides - Nurture using Video Tutorials/ Webinars - On-Demand KC Bot Checklist

- Set up KC Bot & Slack Integration - Custom Dashboards to track Trial user retention and feature adoption

- KC Bot Analytics - Path Analysis to Golden Feature User sessions - Core Features/ Workflows Adoption - User Retention %

Trial experience

Run

- Sequenced Guides to personalize User Journey and Badges - Orchestrated in-app and outbound email campaigns - Advanced KC Bot (Stage/ Persona-based, KB Integration) - Build Paywalls for paid features - Closed-Loop Feedback (CES and NPS)

- Account/ User attributes (User Role, Lifecycle) - Critical Path Funnel Steps - CRM or Marketing Automation integration for deeper analytics - KC Bot KB/Zendesk Integration

- Sign up-to-PQL Rate - PQL-to-Customer Rate - # of Opportunities created - Signup-to-Customer Rate - Paywall drop-offs vs. conversions - # of Support Tickets - User Sentiment (CES/ NPS) - Critical Path/Funnel Completion

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