CS Product Ideas

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5980 Posts

ryan
Gainsight Rookie
ryanGainsight Rookie
shared in CS Product Ideas

Suggestion: Darker text on Customers TabPlanned

I've gotten feedback from our CSMs that the light blue text that links to an account on the Customers tab is hard to read.  I think darker text here would help it stand out against the light background and it would be easier to read.

1
manu_mittal
Gainsight Employee: ACE
5 years ago
megan_mccoskey
megan_mccoskeyGainsight Community new member
shared in CS Product Ideas

Ensuring important emails make it to client inboxesWorkaround Available

Does anyone else have concerns about clients unsubscribing and not receiving important operational emails when using Copilot?   As the tool is now, Copilot isn't useful for us as an organization and instead we use mail merges to send communications to clients who meet the criteria.   We also use Marketo for other functions and they have a feature called "[url=http://docs.marketo.com/display/public/DOCS/Make+an+Email+Operational]operational emails[/url]" that allows you to designate a non-marketing operational email so you can contact clients regardless of their subscription status and does not include an unsubscribe option.   This feature would allow us to use Copilot and I imagine other Gainsight clients have the same concerns.   Agree with me? Please vote!

3
elizabeth_adams_c593ee
MVP
5 years ago
marta_altree
marta_altreeGainsight Community new member
shared in CS Product Ideas

Google Alerts and GainsightImplemented

Has anyone try to integrate Google Alerts with Gainsight? It would be useful to be able to pull up the latest business news about clients prior to calls or QBR.

1
marie
Gainsight Employee: Champion
5 years ago
ian_bennett
Gainsight Rookie
ian_bennettGainsight Rookie
shared in CS Product Ideas

New UI - Hide Notifications where not ConfiguredUnder Consideration

A small thing in the scheme of things but in the new UI the Notifications icon is displayed by default at the top of the screen on any page so users can easily access and configue their notification settings, which is great. However it still displays even if Notifications havent been enabled on the org at Admin level. We are turning on notifications shortly, but for those that dont have this switched on would it be better not to show the Notifications icon to avoid any confusion for reps ?

1
sreedhar_peddineni
Gainsight Employee: Shoshin
5 years ago
kdehartgainsightcom
Gainsight Employee: Rookie
kdehartgainsightcomGainsight Employee: Rookie
shared in CS Product Ideas

Adjustable Task Due Dates on CTAsImplemented

I've spoken with a couple customers over the last week who would like some flexibility in task due dates in Cockpit. Specifically, a painpoint called out that when CSMs need to adjust timing for a CTA + Playbook, they need to adjust all the associated task due dates. They'd like a way to have task due dates in a playbook 'reset' if one of the prior playbook tasks is pushed out.  Happy to provide more context on that if it's helpful.  I've also heard a request for tasks that have no due dates at all (more just a checklist of items that need to be completed, by the time the CTA is closed). But they don't want to see those tasks as overdue in Cockpit (just the overall CTA). 

9
sarah_couch
Gainsight Rookie
5 years ago
nicole_gemmer
Gainsight Rookie
nicole_gemmerGainsight Rookie
shared in CS Product Ideas

Add filter fields for survey resendImplemented

We would like the ability to use fields to filter contacts within a survey before sending a reminder.  This would allow us to send a more targeted reminder to a specific population (by product, region, etc.)

2
sarah_couch
Gainsight Rookie
5 years ago
tracy_streetman
Champion
tracy_streetmanChampion
shared in CS Product Ideas

Ability to link to a SF contact record from a CTAImplemented

We have a CTA that asks our CSM's to review email address' and Contact info when an email has bounced via CoPilot.  It would be helpful if the CSM's could click directly to the contact record from the CTA.

3
leanne
MVP
5 years ago
cody_broughton
cody_broughtonGainsight Community new member
shared in CS Product Ideas

Add individuals to Power listsUnder Consideration

Being able to add individuals to a power list would be awesome. We send our release notes through Co-Pilot and I always receive responses that our clients would like to add this person, and that person to the email distribution list. They aren't always in our Salesforce system so we can't always do it. We would just need to make sure the contact we are trying to add has all the necessary information for any tokens that are included in the list. Name, Email address, etc. 

3
karen_862eb1
5 years ago
nicole_hart
Gainsight Rookie
nicole_hartGainsight Rookie
shared in CS Product Ideas

Suggestion: Administration Should Be ClickablePlanned

CSM Feedback:  "Administration (in the below screenshot) should be clickable to go back to the main Admin screen." [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160624-96570-8mh2h-GS_Screenshot_inline.jpg[/img]

2
manu_mittal
Gainsight Employee: ACE
5 years ago
allison_pickens
allison_pickensGainsight Community new member
shared in CS Product Ideas

Best Practices for Managing Customer RisksImplemented

Every customer success team needs a process to escalate customer risks to leadership. The first step in managing risk is to define the types of issues that tend to arise. At Gainsight, we have found 8 key signals to identify that a customer is at risk. [img]https://lh6.googleusercontent.com/HA0LiEsx2h9BxtahyFLwXgXIOLMwC4rUoYIrN5fIk3IbZgBaOWBblfpKIZsb45Z3ysUy_4CdUihStFYaUUIAFTXaUB6BF8LyRrM_D1CRGd3Ol2_85v4sutkRSqoBrHce6inARUzx[/img] We created CTAs for each of these risk areas, to help the CSM know when s/he should get involved. In most cases, the CTAs are automated according to the definitions above. In others, the CTAs are created manually by the CSM. For more information on this topic, including details of the “owners” of each risk, [url=http://www.gainsight.com/customer-success-best-practices/how-gainsight-uses-scorecards-and-calls-to-action/]click here[/url] to view my full blog post. [i]We’d love to hear from you - what framework do you use to manage customer risks?

5
tom_wix
Gainsight Rookie
5 years ago
kdehartgainsightcom
Gainsight Employee: Rookie
kdehartgainsightcomGainsight Employee: Rookie
shared in CS Product Ideas

Sponsor Tracking - Ability to change title in SFDC when first tracking contactNo Status

I've talked to a number of customers about the following... - When you first click to track a contact, you see that person's contact card & their existing title on LinkedIn. It would be great if you had the option at that time, to immediately update your SFDC Title in the contact record to match the LinkedIn title. Current behavior is to select the contact you find, but it leaves the system contact title as is. When Sponsor Tracking runs, it then later picks up the difference in the two titles, and triggers a sponsor change. Would be easier if that cleanup piece was all handled up front. Thanks! 

3
grace_boyle
Gainsight Rookie
5 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
shared in CS Product Ideas

New Resource: email template to notify CSMs of upcoming UI changesNo Status

To help Admins prepare their CSMs for the upcoming UI changes in Gainsight, we added a CoPilot email template to Vault, that Admins can copy and send to your CSM team.  Navigate to Vault and the “Admin” folder to access the new email template called “Internal Gainsight 5.0 UI Release.”  Note: if you have your own company added to SFDC/Gainsight as an account, and your CSMs are contacts on that account, then you can easily send an internal email via CoPilot. (See [url=https://support.gainsight.com/hc/en-us/articles/221394248-Common-Power-List-Strategies]Common Power List Strategies - Send Internal Email[/url] for more details.) If not, you can also copy and paste the email content from the Vault preview window into your preferred email client. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/4323-1sjnt73_inline.png[/img] [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160628-62080-1vjzfzp-vault_email_preview_inline.p

0
lila_meyer
Gainsight Employee: Grand Slammer
5 years ago
chelsea_ecd189
Gainsight Employee: Veteran Rookie
chelsea_ecd189Gainsight Employee: Veteran Rookie
shared in CS Product Ideas

CS Knowledge Drop - Mastering the UpsellNo Status

One of the biggest ways CSMs can add value to their company is by identifying clients who are ready for an upsell. In these opportunities understanding what data indicates an upsell opportunity, how to communicate the upsell to the customer, and how to collaborate internally to secure the upsell are key.   How is your CS team identifying and capitalizing on upsell opportunities with your current customers? If you are partnering with your sales team to close these upsells, how are you collaborating? [i]We'll be continuing the conversation below! Additionally, tune in to our weekly CSM led webinar on Thursday July 7th @ 10am PST where we will be discussing this topic! [url=http://www.gainsight.com/event/mastering-the-upsell/?mkt_tok=eyJpIjoiTTJZNU1UbG1aVFE1TVdZeiIsInQiOiJ4cFJzdXh1ODhOM29rWFd1TzNsV1FMNHRrTURJZ0NrVkhHcU51c1RRcU94V2V0aldzME9sTm04Rmt0OE5IZjA2Y3g5R1grdkNod1FtTzV6R25NV2l0cnc1SmdKalBcL2NQVitoaUxLMzIyMVU9In0%3D]Click here to register[/url].

0
chelsea_ecd189
Gainsight Employee: Veteran Rookie
5 years ago
alex_legay
Champion
alex_legayChampion
shared in CS Product Ideas

Logging Emails(With Body) to OpportunitiesNo Status

I have a customer who is using CoPilot to log emails to Salesforce. So far they are very happy with this feature and really like that it provides the body of the email sent but would like to also do something similar with opportunities. Currently they have kind of a workaround for their renewal reach-outs and have some rules made that logs these outreaches on the opportunity level. Unfortunately these logs do not include the body of the email because the body is not stored on the email logs object. So I suppose I would like to start a discussion on the possibility of doing this. Thanks!

1
ben
Champion
5 years ago
rebecca_ganzak
rebecca_ganzakGainsight Community new member
shared in CS Product Ideas

Outreach Hierarchy in CoPilotImplemented

It'd be great to be able to nest outreaches within folders, labels, or some sort of hierarchy structure in CoPilot. We have different email campaigns set to deliver scheduled emails to specific customers at different times, and I'd like to review the analytics (opens, clicks, opt-outs) for that entire campaign, instead of having to open each outreach and review the stats for those specific emails. For example, we have an onboarding process with 6 outreaches scheduled to send 6 emails over 6 weeks to brand new customers. Instead of asking "how well are people receiving the week 1 email?" I'd like to be able to ask, "how is the onboarding outreach program going?" by looking at all 6 outreaches that encompass this process.

2
mk
Gainsight Rookie
5 years ago
samantha_braastad
Champion
samantha_braastadChampion
shared in CS Product Ideas

Team Resource Page within GainsightNo Status

As we continue to expand the number of users leveraging Gainsight, documentation of our definitions and best practices is becoming more important. It would be very helpful to have a 'tab' that can house 'Team Resources' such as definitions for milestones, tags, etc. and best practices for creating manual CTA's and Success Plans. 

2
samantha_braastad
Champion
5 years ago
irit_eizips
Gainsight Rookie
irit_eizipsGainsight Rookie
shared in CS Product Ideas

Provide the ability to filter out the GS administrator and GS services team from GS internal usage graphsNot Planned

Overall, we find the weekly email of the usage of Gainsight very well designed and easy to get insights from. The one thing that could make them better is the ability to customize them. Here's why. My client is still in phase 2 of the implementation, the internal reports we receive on our own usage of Gainsight is somewhat tainted by the activity of the GS administrator, myself and GS services team. It makes it hard to see which features are really being adopted and which ones might require some additional training. It also distorts the usage/adoption trend graph. Bottom line, it would be great if we could customize the report to exclude certain users to see the "real" picture which will allow us to help achieve higher adoption with the "real" users. In addition, as Gainsight might allow more partners to help with implementation, it would be great to have these emails sent out to partners as well. My understanding is that currently, these weekly emails can only be sent to the e

2
will_robins
Gainsight Employee: Team Captain
5 years ago
nicole_hart
Gainsight Rookie
nicole_hartGainsight Rookie
shared in CS Product Ideas

Rules Not in Alphabetical OrderImplemented

CSM Feedback:  "Rules are no longer in alphabetical order and there is no way to change it." Would be nice to have an option to sort and/or reorder rules.

2
kristin_f3c469
Champion
5 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
shared in CS Product Ideas

Thanks for All of Your Valuable Feedback on the New UIImplemented

Thanks to all of you who helped pilot Gainsight’s new user interface and shared your feedback with us. We’re excited to release a number of fixes with our July 7 release, and to rollout the new UI to the rest of our customer base. As part of the July 7 release, we will address the following issues: [list] [*]Cockpit List View: Close CTA and Close Task checkboxes are always visible [*]Owner Filter moved to a pre-defined filter to simplify filtering CTAs to a specific user [*]Owner name is displayed when you hover on Owner icon [*]Top header is sticky: display SFDC ribbon or Gainsight header based on your last action [*]Corrected typos and fixed overlapping text/fields [*]Breadcrumb trail names match tab and sub-tab names [*]“Customer search” always displays, instead of “Instance search” [*]Rules Engine List View: sort by name is simplified [/list] We’re also planning to address the following features in a future release: [list] [*]Customer360: [list] [*]Currently m

0
lila_meyer
Gainsight Employee: Grand Slammer
5 years ago
brian_brannon
Gainsight Employee: Shoshin
brian_brannonGainsight Employee: Shoshin
shared in CS Product Ideas

Network with other CSM's @ PulseCheck on August 8th! Who is planning on attending?Implemented

Great chance to network with other CSM's virtually (and for free) during PulseCheck on August 8th! Would love to see everyone there, who is planning on attending? Check it out here: [url=http://www.gainsight.com/pulse/check/]http://www.gainsight.com/pulse/check/[/url]

0
brian_brannon
Gainsight Employee: Shoshin
5 years ago
rish_singh
Gainsight Rookie
rish_singhGainsight Rookie
shared in CS Product Ideas

Be able to add more than six fields to Summary section of C30 page.No Status

Maybe increase the fields in the Summary section to 8?

2
azhar_uddin
Gainsight Employee: Rookie
5 years ago
joshua
joshuaGainsight Community new member
shared in CS Product Ideas

Scorecard History Tracking Using TONS of SFDC StorageNot Planned

We are currently tracking the history of changes to our Scorecards. This is very important to us since we have a couple Scorecards that are updated manually and we want to know who the last person was to make the update and when. However, enabling scorecard history uses a MASSIVE amount of SFDC storage. Over 6 months with 7 Scorecards and 2,500 customers, the Scorecard history used 4GB of SFDC data. Salesforce charges a ridiculous $3,000/GB/year for storage! So in 6 months we racked up an additional $12,000 in recurring annual fees with Salesforce. We changed the history tracking down to 48 hours instead of 12 hours, but that still puts us at 2GB/year -- $6,000/year in additional SFDC storage costs. We are also rapidly expanding our customer base, which going to make this number grow even more. [b]The feature request here is to allow history tracking with time periods greater than 48 hours.[/b] This could substantially cut down on data usage. We would be fine with tracking the p

10
smorrisgainsightcom
Gainsight Employee: Team Captain
5 years ago
cgreene
cgreeneGainsight Community new member
shared in CS Product Ideas

AND, OR operators in UI ViewsNot Planned

It seems that the only filter operator available in UI Views is 'AND'. Please add 'OR'

10
steve_davis
Gainsight Employee: MVP
5 years ago
logan_t
Gainsight Rookie
logan_tGainsight Rookie
shared in CS Product Ideas

Exporting Reports with Edits on Dashboard!No Status

There is a product limitation of exporting edited reports. When changes like filters or report visualization type(pie vs table) are made, these will be carried over if the report is exported. However, if a user attempts to un-check a field value this will not show on the exported image. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160620-68257-1gv7k8y-Screen_Shot_2016-06-20_at_11-47-48_AM_inline.png[/img][img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160620-112720-182618e-Screen_Shot_2016-06-20_at_11-48-05_AM_inline.png[/img] The Red field, for instance, would still show on the exported report. That means that if a customer would like to export a report with those changes, they will have to go to the original report and exclude it permanently. It might be useful to allow for the edited reports to export in whatever state they appear at that moment.

1
sudarshan_vig
Gainsight Employee: Rookie
5 years ago
ryan
Gainsight Rookie
ryanGainsight Rookie
shared in CS Product Ideas

Add a Sum on to a reportImplemented

It would be great if I can Add a SUM to a graph.  I know that Salesforce reports allows you to add a sum, min, and max to any graph on any field.  An example would be to have a graph with Customer levels by ACV and have the option to sum the total amount of ACV I have by the sum of customers I have. 

3
gaurav_kotak
Gainsight Rookie
5 years ago

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