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What cadence and artifacts (standups, shared dashboards, postmortems) do you use to maintain ongoing alignment?

Twinkle Bandla

Gainsight Associate Director, Client outcomes • Thu

1. Weekly CS and Support syncs: We regularly get together to discuss at-risk customers, ongoing escalations, and accounts with upcoming renewals. This helps us stay align...

238 Views

How do you prioritize and route feature requests from Support and CS to Product to avoid duplicate or conflicting inputs?

Twinkle Bandla

Gainsight Associate Director, Client outcomes • Thu

I think the key is having a structured Product Improvement Request (PIR) process so Product receives one consolidated request instead of duplicate or conflicting feedback...

242 Views

How do you align capacity planning between CS and Support ahead of product launches or seasonal peaks?

Twinkle Bandla

Gainsight Associate Director, Client outcomes • Thu

I think capacity planning starts well before the product launch—it starts during the Beta phase.Beta launches give us a good understanding of the kind of questions custom...

253 Views

How do you coordinate communications during incidents so customers receive consistent, non-duplicative updates from Support and CS?

Twinkle Bandla

Gainsight Associate Director, Client outcomes • Thu

Building a simple accountability matrix helps in ensuring consistent customer communication and avoiding duplicate ownership.One of the ground rules I like to establish i...

223 Views

How do you measure the business impact of CS–Support alignment on retention, adoption, and customer advocacy?

Twinkle Bandla

Gainsight Associate Director, Client outcomes • Thu

CS and Support alignment is only valuable if it translates into better customer outcomes. I like measuring it across three areas.1. Retention Are at-risk customers recove...

241 Views

What playbooks do you use for at-risk customers first identified by Support, and how do you measure their effectiveness?

Twinkle Bandla

Gainsight Associate Director, Client outcomes • Thu

The first step is understanding why the customer is becoming at risk based on the patterns coming from Support—not just because they've raised multiple tickets.Based on t...

232 Views

What role does automation or AI play in triaging tickets and surfacing actionable insights for CSMs?

Twinkle Bandla

Gainsight Associate Director, Client outcomes • Thu

Fantastic question. Automation and AI are non-negotiable now.Imagine the amount of effort saved when AI can automatically triage support tickets and surface meaningful in...

237 Views

Customer Success Stakeholders · Customer Success / Customer Support Alignment

What cadence and artifacts (standups, shared dashboards, postmortems) do you use to maintain ongoing alignment?

How do you prioritize and route feature requests from Support and CS to Product to avoid duplicate or conflicting inputs?

How do you align capacity planning between CS and Support ahead of product launches or seasonal peaks?

How do you coordinate communications during incidents so customers receive consistent, non-duplicative updates from Support and CS?

How do you measure the business impact of CS–Support alignment on retention, adoption, and customer advocacy?

What playbooks do you use for at-risk customers first identified by Support, and how do you measure their effectiveness?

What role does automation or AI play in triaging tickets and surfacing actionable insights for CSMs?