Gainsight Basics
This platform helps LinkedIn scale Customer Success through automation and insights.
What is Gainsight?
These two types of customer engagements are central to delivering consistent, objective-based advisory to our customers.
What are Key Customer Moments (KCMs) & Solution Area Specific Advisory (SSA)?
This Gainsight page gives you a full picture of each account, including health, sentiment, and team details.
What is the Customer 360 (C360)?
This consistent motion empowers CSMs to proactively schedule meaningful advisory with the right customers at the right time.
What is CS TAP?
What is the primary hub for CSM workflow resources?
What is go/UnifiedCSO
This page gives you a complete view of your customer, including usage, sentiment, and goals.
What is the Relationship 360 or R360
When you create a Success Plan with a customer, you align on their operational objectives, which are internally known as...
What are Standardized Customer Objectives of SCOs?
This feature gives you a detailed view of a customer’s Line of Business, like Hiring or Learning.
What is the Relationship 360 (R360)?
CSMs update _____ to ‘red’ to indicate customer renewal is at risk; CSMs then use the _____ when a short-term action plan will help address risk signals
What are Sentiment and Flagged Accounts process
This type of customer touchpoint is hosted when opportunities for deeper advisory are identified, typically as a follow-up to a KCM.
What is Solution Specific Advisory (SSA)
This Gainsight feature is used to log KCMs, SSAs, and customer sentiment after key touchpoints.
What is the Timeline?
What are the three main components of the CS Model?
What are Focus & Prioritize, Customer Advisory, Track Your Impact
This view shows you a real-time snapshot of your entire portfolio—health, KCMs, SCOs, trends, and more.
What is the Dashboard?
This aggregated metric synthesizes various usage & customer data-points and is a key element of TAP
What is the Customer Health Score (CHS)?
This KCM is hosted to identify your customer’s Operational Objectives (SCO) and success metrics/targets; co-create a plan to achieve them.
What is a Success Planning Call
The new Gainsight dashboard view combines reports, metrics, and insights from WHICH two key CS IQ views to help you prioritize customer advisory.
What are the APT and VAT dashboards?
Create a CTA to launch the Flagged Account process in Gainsight when you identify these signals...
What are actionable signs of growth or churn
This Key Customer Moment is focused on showcasing customer ROI; CSMs may co-lead or contribute depending on segment
What is Value Review
These two signals give us insight into how a customer is adopting & utilizing their LinkedIn Learning or Hiring investment
What is Activation & Engagement data
These are the new customer-facing decks in the Strategies & Actions Tool that help power product-optimization in service of SCO during KCM / SSAs
What are “In a Box” Decks
This type of activity should be logged in the Timeline to help leaders understand your perception of a customer’s renewal health
What is Customer Sentiment?
New CS customer facing resources developed based on CSM input & best practices (including Churn Action Plans and “in a box” resources) are now available in this central tool.
What is the Strategies & Actions Tool?
This Key Customer Moment focuses on delivering progress toward operational objectives, success metrics, and strategies developed during Success Planning
What is Success Review
This relates to CHS and defines what the key health drivers are for a customer
What are the ‘CHS Details & Key Health Drivers?"
This SSA typically includes recommending digital CS pre-work and a workshop that’s co-led with the customer to help embed products in their workflow based on their objectives
What is Education Advisory?