One Process, One View: Designing Gainsight for CSM Execution and Leadership Insight

Session Abstract

In this session, leaders from SAP Concur share how they streamlined Customer Success operations by building a unified process within Gainsight centered on Health Scores and Success Plans. Attendees will learn how aligning CSM workflows with leadership reporting can reduce operational complexity, improve risk visibility, and create more consistent customer outcomes. The session also highlights scalable processes and structured data practices that support future AI and automation initiatives.