CompleteCSM

CompleteCSM and Gainsight allow customer success teams to use human-first factors to maximize each customer moment to drive net revenue retention.

Take your team from Good to Great with our digital coaching models that train your team and give them the next best action across any stage in the customer journey. AI extensions to Customer Success allow CSMs to become revenue drivers using Empathy Intelligence to lead the way.

• Land: Detect challenges in customer expectations from sales in order to verify commitment to adoption goals. Automatically take action items from your recorded meetings to create calls to action (CTA) for follow-up in Gainsight.
• Adopt: Validate go-live date probability and track changes in the loyalty of your champion, executive sponsor or power users to make AI-driven decisions of what to do next. Build a personality profile of your power users consisting of strengths, weaknesses, opportunities and threats (SWOT) to create superhuman augmentation of the factors that drive adoption.
• Expand: Cross-reference product utilization to CSM health scores and detected loyalty to identify patterns that create a propensity to buy more from your champion or executive sponsor. Validate that your customer is on the plateau of productivity or course correct to find the next best actions to get them back on track.
• Renew: Identify the inflection point of loyalty versus usage to get advanced notice on probability and continuity of the renewal. Prepare for pivotal quarterly business reviews by weighing in on the nuances of communication based on personality profiles of your Champion and Executive Sponsor.