Gainsight's Vault is a best-practices, thought-leadership library of ready-to-use Gainsight assets (Playbooks, Surveys, Email Templates, and Rules). Join the leaders of the Vault team to understand the most effective ways to navigate, understand, and leverage the Vault system.

1. How to Take Advantage of Vault
June 15, 2016
Ethan Rosenblum & Will Robins

2. Presenter Introductions
Ethan Rosenblum
Business Operations
Will Robins
Business Operations

3. Topics we’ll cover today
• What is the “Gainsight Vault?”
• How is Vault structured?
• How can you use Vault effectively?
• What’s on the Vault roadmap?

4. The “Gainsight Vault”

5. ©2015 Gainsight. All Rights Reserved.
Vault’s Value Proposition

6. ©2015 Gainsight. All Rights Reserved.
What can you do with Vault? You can…
Import assets across industries, customer segments, and business functions and
configure them right away.
Learn from the best practices of your peers who have shared their experiences and
thought process on building and managing a customer-centric business.
Save time and reduce errors by downloading ready-to-use Gainsight assets
Efficiently scale your team with instant access to the best of Customer Success
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7. Vault’s Structure

8. Refresher: V3D Business Challenges

9. Vault is structured to address the V3D challenges
Logos
denote Asset
type Descriptions in
the right-hand
column
Search for
keywords in
the Search tab
Click logos
to select the
asset
To get to Vault, look for the Gainsight Vault icon in CoPilot (Email Templates
section), Playbooks, Surveys, and Rules Engine

10. Currently 173 Vault Assets across our 5 V3D Pillars
47 CoPilot Templates,
including:
44 Playbooks,
Including:
32 Surveys,
Including:
50 Rules,
Including:
Ø New Customer
‘Welcome’ Email
Ø NPS Promoter /
Passive /
Detractor
Responses
Ø Upcoming
Renewal Email
Ø Sponsor Change
Email
Ø Product Overage
Email
Ø New Customer
Ø Company Risk:
Loss of Power
User
Ø Upcoming
Renewal
Ø Support Risk
Ø Habits Risk: Low
Adoption
Ø Upcoming EBR
Ø NPS Survey
Ø Implementation
Survey
Ø Customer Effort
Score (CES)
Survey
Ø Customer
Satisfaction
(CSAT) Survey
Ø Post-Churn
Feedback Survey
Ø Add New
Customer based
on Closed/Won
Opportunity
Ø Create CTAs
based on
Yesterday’s NPS
Responses
Ø Support Risk:
Create CTA for
New Open High
Priority Case

11. Leveraging Vault

12. Use Case 1: Designing your Customer Lifecycle

13. Use Case 2: Habits / Adoption Risk

14. Vault’s Roadmap

15. You’re all a part of Vault!
Ø First of all, you are a crucial part of this movement! Feedback is extremely
important as we figure out for ourselves and for you how Vault can help
bring value and efficiency to our customers.
Ø Our Product Roadmap and our Asset Roadmap is heavily influenced by
Customer requests, suggestions, and ideas
Ø Speak with your CSM (or any Gainsight rep)
Ø Post on Gainsight Community:
https://community.gainsight.com/gainsight/categories/gainsight_vault
Ø Email me directly at erosenblum@gainsight.com

16. Feedback we’ve heard from you
Ø Vault as its own primary tab
² Available in July
Ø Global Search capacity: search for assets from folder into sub-folders
² Available in late Summer
Ø Clunky foldering
² Fixed with new UI
Ø Documentation for ‘Newly Added in Vault’
² Monthly CoPilot Outreaches / Bi-monthly Community posts
Ø Ability to see if an asset has already been downloaded
² ‘Last Downloaded’ Date Field (for each Asset) available in late
Summer

17. ©2015 Gainsight. All Rights Reserved.
What else is on the roadmap?
July
Ø 60+ Vault Reports
Ø Direct links to each Vault asset
Ø Import & Configuration Instructions for each Asset
Later in Summer
Ø Vault Success Plan Templates
Ø Bundled Assets
Ø Rules & Reports on MDA objects
Ø Survey Branching logic in Vault Surveys

18. ©2015 Gainsight. All Rights Reserved.
Vault Resources
Ø Gainsight Go Vault Support Page
Ø Spreadsheet of all available Vault assets
Ø List of recommended Custom Fields for Vault rules
Ø Vault Community page
Ø More to come!

19. Child-like Joy
©2015 Gainsight. All Rights Reserved.
Q & A

20. ©2015 Gainsight. All Rights Reserved.
Join the Conversation on Community
• Link: https://community.gainsight.com/gainsight/topics/cs-knowledge-drop-value-from-the-vault
• You can find best practices from previous webinars by visiting community.Gainsight.com
• Keyword: CS Knowledge Drop