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1165 Topics

seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
published in All About Pulse

Gainsight CS Admin Happy Hour @ Pulse 2024

I'm thrilled to announce that, for the third year running, we’re kicking off Pulse with an official Gainsight happy hour just for Admins of Gainsight CS! I hope that this makes it simple as pie for you to connect with the only other folks in the world who will Ooh and Ahh over an elegant Bionic Query.No registration needed, but mark your calendars! See you in St Louis!Tuesday, May 145:30-7:30pmBridge Tap House & Wine Bar  |  1004 Locust St (5 min walk from convention center)Beverages & snacks are on Gainsight.(Loading up your calendar? The following night, the ‘Gainsight Global Admin’ community -- the Admin Slack group -- is getting together for a happy hour of their own.) 

3130
seth
Gainsight Employee: ACE
15 days ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Deliver Customer Success

CS Ops Compensation Benchmark Survey Results

 Compensation data has not existed specifically for Customer Success Operations. In January 2022, Gainsight and the customer-run Gainsight Global Admins community collaborated to gather the first set of benchmarks.Our anonymous survey received 296 responses. Gainsight customers likely represent a significant portion, but the survey was also publicized broadly. Responses were encouraged from all types of CS Ops professionals.See the ResultsPDF attached belowReactions? Questions? Post them below!

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seth
Gainsight Employee: ACE
15 days ago
ekennedy
ekennedyRegistered User
posted in All About Pulse

Crafting Success: The Art of Creating Strategic Customer Success Plans & Verified Outcomes

I am so excited to be speaking at Pulse this year alongside Nicole Belanger, a Customer Success Manager at Gainsight!  Nicole and I will be speaking on the topic of Success Plans and how you can use them to drive towards customer verified outcomes! Come join us in our session Putting Customers First: Success Planning and Verified Outcomes, on May 15th at 11:15am CT  to discuss the Value Realization Program, getting started with success planning and best practices around verifying outcomes.  If you’re new to using Success Plans or want to get better at managing them with your customers to help drive value, this is the session for you!  Can’t wait to see you in St. Louis!! -Erica  

5
kstim
All Star
15 days ago
matthew_lind
MVP
matthew_lindMVP
posted in All About Pulse

Global Gainsight Admin “Happiest Hours” IRL Meetup @ Pulse 2024

Back at Pulse 2024 by popular demand….it’s the Global Gainsight Admin “Happiest Hours” IRL meetup.If you’re in CS Ops, are a Gainsight Administrator, or want to hang out with the rock stars who are making it happen, you’re invited.Wednesday May 15 7:30 pm to 9:30pm CDTJust like the GameChanger and Slack communities in which many of us gather virtually, we're a little bit renegade combined with a whole lot of helpfulness, support, encouragement and laughter. So please join us in this amazing moment once a year where we can forego the screens and be a living, in-person community.Plus, there’s the group picture. Go down in history as having been there.For more details, and to RSVP, click this link.  

1
revathimenon
Gainsight Employee: Golden Ruler
16 days ago
Jessica.Quazza
Gainsight Employee: Rookie
Jessica.QuazzaGainsight Employee: Rookie
posted in Deliver Customer Success

📚 New Book Launch Announcement 📚

Gainsight is excited to announce the upcoming release of our 5th book published with Wiley. Authored by Nick Mehta and Kellie Capote, this latest title provides a deep dive into Digital Customer Success.  The book includes incredible contributions from across the customer success industry—many of whom you can find here in the GameChanger Community! Whether you’re a budding CSM or a seasoned executive, this book is crafted to empower you with the knowledge to lead and innovate in Customer Success.Available for pre-order now through online retailers like Amazon, Barnes & Noble and Target. Digital Customer Success is packed full of guidance on digital-led CS strategies, including: Strategic Digital Transformation:  How to scale your operations while enhancing customer experience using automated systems that maintain a human-first approach. Digital Customer Success Roadmap: Insights on moving from a tech-touch approach to a more robust digital customer success strategy that benefits al

0
Jessica.Quazza
Gainsight Employee: Rookie
17 days ago
etc11b
etc11bRegistered User
posted in All About Pulse

Gainsight Pulse 2024: Seamless Starts: Revolutionizing Digital Onboarding to Boost Customer Value and Slash Service Costs

🙌 Let’s hear it for Gainsight Pulse 2024!!!  Abby Van de Bogert and Elyse Claxton are amped to bring you "Seamless Starts: Revolutionizing Digital Onboarding to Boost Customer Value and Slash Service Costs." In our rad session, you'll discover how we totally revamped Boomi's digital onboarding (0 to 90 days after close/won) to not only pump up value for users like Alex but also to trim costs and maximize resources during the tech crunch. We’re laying down all the gnarly steps so you can totally rock it for your customers too. Plus, we’ll spill the beans on all the slip-ups we dodged along the way, giving you the 411 to avoid these bloopers yourself.  Catch you there, it’s gonna be all that and a bag of chips! 😉

5
jangel
Gainsight Employee: Rookie
18 days ago
mallen
mallenRegistered User
posted in All About Pulse

Excited to take the stage at Pulse 2024 and talk all about Healthscoring!

I’m stoked to be going to Pulse in May and sharing our journey here at Okta on health scoring. My session is Navigating Complexity: Okta’s path to a comprehensive and scalable health score.I’ll be going through Okta’s transformative journey and deep diving through the evolution of our health score. I’ll be sharing how we set up our initial, more basic health score in Gainsight and then showing our transition to a multi-score model due to progressing business needs and digging into real world examples of our learnings from using those different scores to excel in our digital journey and to improve our CSM lead journey.Last but not least, I'll be sharing how we arrived at our Holistic Health score, where we have become more automated and scalable using such features as Gainsight’s Relationship scores to calculate product specific scores!  

4
U
Gainsight Employee: Rookie
20 days ago
john_mcdonough
Gainsight Employee: Shoshin
john_mcdonoughGainsight Employee: Shoshin
posted in Deliver Customer Success

Nurturing Your Health Score Toward Victory - Recap

Thank you all for those who attended our webinar  “Nurturing Your Health Score Toward Victory” this week! Our recording can be found below, along with a copy of our deck attached.Recognizing making revisions to your scorecard is a journey, we walked through some foundational best practice components, the path of maturity, and a walkthrough of the analysis my colleague Mark employs here at Gainsight.Key takeaways:Incorporate Customer Outcomes and Experience into your scorecard: track outcomes using the DEAR framework, and track experience using listening posts such as surveys and sentiment. CSMs who embrace Health Scores find their work simpler and more effective. Health Scores are not just about indicating job performance but about driving strategies to improve customer relationships. The evolution involves continuous improvement, starting simple, and gradually automating processes. Deciding on outcomes, communicating across the organization, and consistent tracking are key. Promoting

1
john_mcdonough
Gainsight Employee: Shoshin
22 days ago
ChristianW
ChristianWRegistered User
posted in All About Pulse

🗣️ Exciting Session at Pulse 2024 Conference! 💥

Galilea and I are thrilled to be presenting at Pulse!Join us in our session, 'The Evolution of Success Plans at Alteryx - Human ➡️ Machine ➡️ Cyborg,' for an exciting journey through how we maximized our impacts and achieved success at scale.Get ready to discover actionable insights and strategies that can help revolutionize your approach to success planning! 🚀⏬Here's what you can expect.⏬Discover how we transformed from manual, human-driven guidance to a 'cyborg' process that's digital-led yet deeply human-connected. Dive into the challenges, opportunities, and key learnings we encountered along each phase of this transformative journey. Unravel the concept of 'cyborg' Success Plans, where the fusion of human touch and automated analytics drives success at scale. Learn about our innovative approach with Journey Orchestrator and targeted CSM deployments, backed by data-driven insights showcasing real effectiveness!We can't wait to see you at Pulse for an electrifying session that will

6
S
Gainsight Employee: Rookie
22 days ago
sshroff
Gainsight Employee: Team Captain
sshroffGainsight Employee: Team Captain
published in All About Pulse

Small Group Admin Roundtables at Pulse 2024 - Registration is FULL!

For Gainsight Administrators attending Pulse 2024 in St. Louis, we're recreating this massively successful event that we’ve hosted the last 2 years! You’ll come away with customized, tactical coaching from an expert admin. Plus, you'll meet fellow admins who you can feel comfortable connecting with in the future. Six experienced admins -- hand-picked members of our current CS Ops Product Council + Alumni -- will each host a roundtable.Each roundtable is limited to five participants so that the conversation can be intimate and in-depth. Registration is required to secure your seat.You can attend just one roundtable. Several will happen during the same lunch block, plus we want to maximize the number of admins who have access to this opportunity.Check out some quotes from participants’ feedback last year!“It was fabulous to be connected to such a smart group. Gunjan did a great job connecting all of our challenges. She gathered info ahead, had us share in person, and kept referring back

2883
dayn.johnson
All Star
23 days ago
RGrieco
Shoshin
RGriecoShoshin
posted in All About Pulse

"Come along and ride on a fantastic voyage" in building a customer behavior-driven digital onboarding process!

We all know that successful onboarding sets the foundation for customer growth but, it can also be hella complex! I am super psyched to be presenting for the first time at this year's Pulse Conference to talk about this very topic with my partner in crime Jess Jasper.Are you interested in automating communication to help your customers onboard successfully? Do you have challenges with contact data? Are you looking for ways to scale onboarding using customer driven metrics? Do you like music from the 80's and 90's?If you answered YES to any of these questions then, this is the session you don't want to miss at the 2024 Pulse Conference! Come hear from 2023 winners of the Game Changer Award in "The Challenger" category as we share how we continue to challenge the status quo at HMH.We'll take you on a real-life journey bringing together the people, integrated systems, and cross-departmental processes to unlock transformative change with this tricky element of customer success. Track Name:

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Jagari Das
Gainsight Employee: Rookie
23 days ago
Masha
MashaRegistered User
posted in All About Pulse

Going from Reactive to Proactive in this New Era of Post-Sales

Hey everyone! 👋 Masha here, co-founder and CEO of Glowstick — I’m super pumped to be speaking at Pulse for the very first time alongside Gainsight’s RVP of Customer Account Management, Ben Stidham.Ben and I will be speaking on Wednesday May 15 at 2pm Central — come to the session to win an environmentally friendly Glowstick bracelet!Here’s why you should join us:Ever felt the pressure of skyrocketing quotas in the post-Sales game? Us too — so we did something about it. We’ll reveal the latest in unconventional yet proven techniques to building post-Sales pipeline beyond hand-raisers. Learn about the good, the bad, and the ugly from our journey so you too can grow faster with your customers.A little more about our talk in this video👇 Can’t wait to see you there!!-->

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Jagari Das
Gainsight Employee: Rookie
23 days ago
sarahmiracle
ACE
sarahmiracleACE
posted in Deliver Customer Success

Tracking user adoption of Gainsight

If you’re looking to analyze the usage of Gainsight among your users, there are a few ways that this can be accomplished, and I wanted to share how we went about tackling this problem.Ultimately, we didn’t use the GS Asset Tracking object for our use case. We were less interested in the reports/dashboards being used, and more interested in the results we were expecting to see (the outputs, like Timeline activities and CTA movement).  Business Impact: As a member of CS Ops, CS Leadership, & CS Systems, I want to understand how our users are adopting Gainsight and adhering to their expected usage of the platform.Description: Build a dashboard that outlines key indicators of adoption/usage:Log in frequency Logging activities to Timeline Acting upon created CTAs Updating CSM Sentiment in health scorecardThe dashboard answers questions such as… Logins Who are the top users based on logins? Top 10 Users This Month User Login History object, Count of Login Time and MAX of Login Time

3
sarahmiracle
ACE
25 days ago
ElleShutty
Gainsight Employee: Rookie
ElleShuttyGainsight Employee: Rookie
posted in Build Communities

Maturity Progression of CC+CS

How do we recommend planning your CC+CS strategy? What does an ideal CC+CS integration look like? When is the right time to implement which use case? While the timeline will be different for every company and situation, below I’ve laid out a recommended path along with suggested use cases for each step.While onboarding with CC:Enable the CC connector within CSResult: Data from your Community will start regularly syncing to your CS tenant.Within three months of go-live:Add the out of the box widget to the C360 Add a custom “Community” tab on C360Result: Your customer success team will have visibility to customer-specific Community activity.Within six months of go-live:Dashboards for your different personas: Community Manager Executive CSM Result: Your different stakeholders will have access to insightful and actionable data across all of your customers’ Community activity.Within nine months of go-live:Engaging with your Community via JO Programs and SurveysResult: You will have automa

3
matthew_lind
MVP
1 month ago
m4rc
Team Captain
m4rcTeam Captain
asked in Build Communities

When does active since last visit reset?

Does anyone know when the menu item ‘Active since last visit’ resets?orIs there a way that Members can reset their ‘Active since last visit’?Our members are reporting that they belive it only clears if they log out of the community, and many of them prefer to stay logged in.

3
Julian
Gainsight Employee: ACE
1 month ago
S
Shoshin
Sharon BokShoshin
posted in Deliver Customer Success

ROI Savings

Find out how nCloud Integrators Expert Services team worked with apree health to save the company approximately 100 hours per year in Quarterly Business Review (QBR) preparation time and 30 hours per month training new customers in this case study with Joseph Beker, Manager of Customer Success Operations for apree health. https://www.ncloudintegrators.com/projects/apree-health--case-study 

0
S
Shoshin
1 month ago
KatLeong
Gainsight Employee: Veteran Rookie
KatLeongGainsight Employee: Veteran Rookie
posted in All About Pulse

Become The Ultimate Pulse 2024 Insider

Fetch your planner, because the new attendee guides are here and they're full of secrets—good ones, we promise! Just like picking the perfect outfit for the Spring Fling, selecting the right Pulse sessions can be crucial. These guides will help you navigate the halls of Pulse 2024 with confidence!Can’t wait to see you there!AI & Innovation CSM Excellence CS Operations Product Adoption Community Management Customer Education VP/Executive

0
KatLeong
Gainsight Employee: Veteran Rookie
1 month ago
lauren_olerich
Gainsight Employee: Rookie
lauren_olerichGainsight Employee: Rookie
published in All About Pulse

FAQs & a special discount for Pulse US 2024

Hello everyone!!🙂Hope you are all gearing up for Pulse and while you are at it, we wanted to share something special with you.We’ve answered some FAQ’s ahead of time for you here, and if you’ve got any doubts - feel free to ask us in the comments below! 👇🏽 Also...🥁There’s an additional discount code for our community members here who don’t have their ticket yet.👇🏽 Use GainsightCommunity35 to save 35% offWe can’t wait to meet you at Pulse! 😍

630
lauren_olerich
Gainsight Employee: Rookie
1 month ago
J
jawoolford1Registered User
asked in Deliver Customer Success

Partner NPS

What is best practice for collecting NPS from Partners (both implementation and resellers?)  Additionally, how are you gathering feedback from your Partner’s customers that have your products? Thinking it could be helpful to use that for mutual accountability in our partnerships and understanding additional areas where we can support/enable our partners.  Any advice is greatly appreciated!

0
J
1 month ago
DannyPancratz
Grand Slammer
DannyPancratzGrand Slammer
posted in Build Communities

Help! Users are gaming my point system -- what advice do you have?

Oh the irony…On Wednesday, I presented a webinar about recognition helping super charge gamification and unlocking contributions.  On Thursday, I discovered that some users were exploiting our points system. We gave 1 point for liking a post; they were going back years and liking every post to earn themselves points.  I adjusted our point system accordingly, no longer issuing a point for users giving a like to a post Today, I discovered that after I told our users about the change, a few of them started exploiting a remaining loophole:  liking each other’s posts to earn each other points. this is the first time I’ve had to cross this bridge… any advice? My current plan is to leverage the best practice of “celebrate in public, correct in private” and to revisit our community guidelines, tighten them up, and find ways to monitor for outliers and exploitation of points system that works great (when not actively exploited). 

5
Kenneth R
Gainsight Employee: Veteran Rookie
1 month ago
KatLeong
Gainsight Employee: Veteran Rookie
KatLeongGainsight Employee: Veteran Rookie
published in All About Pulse

Pulse 2024 Keynote Announcement!

Watch What Happens Live…at Pulse!We are fired up 🔥 to announce that Andy Cohen will be joining us in St. Louis during Pulse 2024!Andy Cohen, known for his groundbreaking work with Bravo, co-hosting CNN’s New Year’s Eve Live, his NYT best-selling books, SiriusXM radio show and podcasts, will share his experiences in building one of the most passionate fan communities, the Bravoholics.Don't miss out on May 15-16thRegister today: https://bit.ly/489fbxl  

2891
revathimenon
Gainsight Employee: Golden Ruler
1 month ago
revathimenon
Gainsight Employee: Golden Ruler
revathimenonGainsight Community Manager
published in Build Communities

Recording: A Day in the Life of a Community Manager

Hello all,Thank you so much for joining the discussion yesterday!It was a delight meeting and interacting with fellow community builders on this webinar. 🔥 In case you missed it or wanted to catch up on it later, we’ve got you covered. 😊Here’s the recording ⬇: 

460
revathimenon
Gainsight Employee: Golden Ruler
1 month ago
revathimenon
Gainsight Employee: Golden Ruler
revathimenonGainsight Community Manager
published in Build Communities

A Day in the Life of a Community Manager Webinar - March 20th

Hello fellow community builders,I’m thrilled to be hosting a webinar that I bet is very close to all of our hearts! 😊I’m going to be discussing what A Day in my life of being a Community Manager looks like & also dive into how to manage our Gainsight CC platform on a daily basis. Register hereI know what you're thinking - we wear many hats, and I couldn't agree more. 🙌🏽And so this time, I’ll be covering some specifics to kick this off. ⬇We’ll explore 🚀:Daily Routines & Prioritizations: We’ll discuss daily routines that set the foundation for a productive day in the life of a Community Manager. I’ll also be sharing 2 tested methods that helped me to effectively prioritize tasks and manage time to maximize efficiency and impact.  Relationship Management: This is the soul of any CM’s work (and my personal favorite 😉). I’ll be sharing some key factors that helped me nurture meaningful relationships on a daily basis with community members and internally within the organization.

321
revathimenon
Gainsight Employee: Golden Ruler
1 month ago
Jessica.Quazza
Gainsight Employee: Rookie
Jessica.QuazzaGainsight Employee: Rookie
published in Build Communities

Community Unplugged Content Available On-Demand!

Wow! What an incredible event! Thank you to everyone who joined us live at Community Unplugged. The energy was contagious and it was amazing to connect with so many community lovers. For those who couldn’t attend, we missed you! But you don’t have to miss out on the great content. The recordings from Community Unplugged are now available. 🎉 We have video recordings from the opening keynote with Nick Mehta and Kellie Capote, two panel sessions with industry experts, and Richard Millington’s session on proving community ROI. Check out all four recordings here!  Happy watching! 

550
Jessica.Quazza
Gainsight Employee: Rookie
1 month ago
ElleShutty
Gainsight Employee: Rookie
ElleShuttyGainsight Employee: Rookie
posted in Build Communities

CC data in CS: Reporting Use Cases

If you’re just now tuning in, please check out my FAQ post as well as my Getting Started post regarding the CC+CS integration.Now that you have the CC+CS integration enabled and are familiar with how to build reports using the data, you may be wondering what reports we recommend creating.There are many ways you can use CC data in CS, ranging from the quick to implement to the more complex.Starting use cases (Reporting):Out of the box widget on C360 Custom “Community” tab on C360 Dashboards with visualizations and reportsAdvanced use cases (Actions):Community health score as a component of a Company’s health score Triggering CTAs based on a drop/absence of Community activity Using Community data in Journey Orchestrator programsIn this article I’m going to focus on the reporting use cases. C360 WidgetThis can be added to the Summary page of the C360. It contains a few key numbers and allows the user to adjust the time period it is displaying for. Custom “Community” tab on C360You can add

9
ElleShutty
Gainsight Employee: Rookie
2 months ago

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