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Gainsight Inc.

Challenge A3: We spend too much time preparing for executive business reviews (ERBs)

The resources below will help reduce the amount of time it takes your CSMs to prepare for Executive Business Reviews.

Prep Work & Vault Assets

Gainsight Vault offers pre-built best practice assets to assist in your Gainsight implementation. Below are the suggested assets to download for this exercise.

Step 1: Executive Business Review CTA - Vault Assets to Download

Step 2: Success Plan Template

Step 3: Create Milestone to Log an EBR - Vault Asset to Download

Step 4: Create EBR CTA based on previous EBR Milestone - Vault Assets to Download

Configuration Resources

In this section, we’ll guide you through implementing the business challenge process. It’s important to keep in mind that every customer instance is unique, while following these examples you may need to make customizations to suit your business processes.

The Gainsight features we will use for this exercise: Customer360, Cockpit, Success Plans


  • Create up-to-date presentations, EBR reports, and executive reviews to drive renewals, retention and up-sell opportunities
  • Put together Success Plans for your customers that will help your team ensure each of their customers hit milestones that will ensure their success

If you haven’t already, download the following assets from Vault:

Configuration InstructionsTutorial - Automate EBR Lifecycle Process

Next Steps

Now that you have an Executive Business Review process built out, consider the ideas below to take it to the next level!

Vault has a few more assets to enhance your process:

Read up on some of Gainsight’s top posts on Executive Business Review management:

Additional Configuration Resources

If you need additional information about how to use Success Snapshots, Success Plans, or how to configure the Customer360, see below: