Customer Success Best Practices
Share all ideas and best practices related to the Customer Success function
- 480 Posts
- 1,305 Replies
Has anyone developed a good process around transitioning customers between CSMs at SCALE? ServiceTitan wants to know!
At present, our process is very similar to this (using Timeline/Success Planning) but if a CSM is managing 70 Customers and they are promoted or moved to a different segment OR are leaving the company, 70 CTAs can admittedly become cumbersome. Timeline allows you to date stamp an entry. CTA allows us to have standardization and accountability that the transition has indeed happened and creates efficiency by sending an OOB email through email assist to inform the customer of the change. So all good reasons to use a CTA BUT is there a better way we are not thinking about.cc @AgassiTran @tyler_mcnally, @courtney_hauser : Any thoughts, ideas, inspirations?
Hello Everyone,We appreciate all the product inputs that our customers take time to share with us in the Community. Your feedback helps us build better products and services and stay in tune with what customers expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented some of your suggestions in the v6.26 release!For more information, refer to the v6.26 (SFDC / NXT) release notes.Following are the Community posts implemented in this release: Thanks! FYI…. @neelam_mukherjee @dan_ahrens @sai_ram
Can we stop receiving responses for a survey after the time-period mentioned in the conditional wait of a program is completed.
Hello Team,We could see that the survey link sent from the program is accessible and end-participant is able to fill the survey even after the participant has completed the journey(after completing the time mentioned in conditional wait).Here we are receiving the responses and storing as the data would be useful for future purposes but customer do not want to receive the responses for those participants who completed the journey after the time mentioned in conditional wait.Can we do this?Thanks & Regards,Srikanth
July was a big month for Admin certification, and August is going to be too! We’re launching a new Level 2 admin certification for Reports & Dashboards. It’s our first practical exam where you build reports and a dashboard in the Gainsight NXT environment. Stay tuned for an official announcement in the next few weeks!For this month’s contest, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge, and use the hashtag #gainsightadmin! This helps us build awareness and recognition in the market for Gainsight Admin skills, experience, and certification. If you earned your certification in July and you’ve already shared your badge on LI, you can still win. For everyone that shares their badge by August 15, I’ll put your names in a hat, and pick 3 winners! In July, we certified 12 Gainsight NXT Admins (Level 3):Joseph DiFilippo@kcsp @Pankaj Rhiannon Hargrave@colette_goode Vikas Srikanth@johntrask_bt @Niall @ewinglel @tay
Over the last year, the most common topic I’ve heard from other CS Leaders is how to build a Tech Touch or Low Touch CS team/motions. Through all my conversations, there two most common approaches:Pooled Model Designated Program ManagersIn the Pooled Model, there are a few CSMs who managed a “queue” of customer inquiries as well as manage proactive events such as webinars and round tables. With a Program Manager model, someone manages the programs for a different stages in a customers life. For example, one program manager might specialize in Onboarding, another Adoption, and another in Renewal management. I would not argue that these two are mutual exclusive. In fact I would argue combining these two models begins to bridge the gap for a high touch model to a low/no touch as it allows customers to still have “someone” to reach out to through the pool. One thing to also consider is the shift in getting information to customers. Moving to a tech touch or digital led model puts the own
Our customer base are traditionally not that engaged. CSM’s have about 120-180 customers to manage. Some customers take up a lot of time, while others either get neglected or we even forget to engage with them (yikes, I know!) We want to revamp our workflows with how we engage with our customers and providing visibility to managers ans leaders on effort of engagement and outcome. We have a strong appetite to track how often CSMs ‘touch’ a customer, meaning how often are we reaching out to the customer. Additionally we want to track of often customers engage back to us Can anyone share what they have put in place to make sure CSMs are able to:Engage with all your customers (in the scenario that you have 100+ customers to manage From a reporting perspective: Show customers that were outreached but they never responded back Show customers that were outreached and resulted in an engagement
We have been using an engagement document with customers to collaborate. It is a one/two pager with tables with the ability to put the customer logo on the document. Is there plans to incorporate a look and feel like this in Gainsight? The Success Plans make you hop around and put information in different tabs, which is not conducive to a seamless customer meeting.
Congratulations, to everyone who took an Admin exam and passed in June! Sending you all virtual high fives ! And if you’re the first person from this list to send me a private message, I will also send you some swag, as a token of our admiration for embarking on the admin learning journey! In June, we certified 3 Gainsight NXT Admins (Level 3): @AubreeSorbo @jean.nairon @c-mhanif_jwplayer And, we also certified 19 Associate Admins (Level 1):@pmccrudden @libby_bowen @kstim @jessica_keenan_palmer @pgrajek @sarahmiracle @lquintero @tmorgan @malmazbek @kvanderwyk Rafael AquinoHyojin KimAllie LudowissiCarlos AscanioDavid PetersonDaniel MooreAmy Nguyen
In April, we certified 10 Gainsight NXT Admins (Level 3), plus we launched a new Associate Admin (Level 1) certificate for new Admins! Special shout out to Mirijam Stewart - our first Associate Admin!Earning the Gainsight NXT Admin certification represents a lot of hard work learning the ins and outs of Gainsight’s CS application! Typically, we recommend Admins take our free introductory elearning, followed by our instructor-led hands on courses, and then dig in with practical on-the-job experience before attempting the exam. If you’d like to learn more about our certifications, click here. Welcome to the distinguished rank of Gainsight NXT certified Admins! @oc @Ediazesquivel @tsmorin @Justin Bills Oliver Mathues@theresalucius @caryn @mprato Rachana Shastry@soumitrasahu
When you are using success plans to track your long term projects, aren’t you always curious to check how much of it is complete and what is the progress made so far?Of Course yes, and if I tell you that there is a seamless way to track that with just a simple data designer job, won’t you be excited to check how? So here is how you can do it. Create a design designer to pull theCS Task object. This object contains all the tasks information of any CTA. Specifically to pick the tasks of success plans only, need to apply filter type= Objective as shown in the image and pick the below fields. We are bringing the count of all tasks under a objective and grouping by CTA, company. Note: If you have multiple success plans, then we need to add a success plan template name as well to filter out the required success plan. Then in the other data set just pull the count of only closed tasks similar to the dataset set in step 1 just with the filter extra for status. Now we merge both the dataset
In May, we certified 6 Gainsight NXT Admins (Level 3): @narayanan_s@uhussain@philippkochinka@christian_auner@Tavleenkaur Bindra@Vinay Sahoo And, we also certified 19 Associate Admins (Level 1):@Elliott Leonard@Christina Springer@GraceP@Wilfredo Ruiz@Sarah Kinney@smurray@Ryan Creamore@Sahoo Vinay@Ramesh Anthati@Shwetha Joy@benwanlessmenlo@MariaTuregano @ralucagorbanescu@prabudhsingh@Grace David@Kenneth King@jmuhiu@firstname.lastname@example.org Congratulations to everyone who passed their certification! Now look out for and be sure to accept your Credly digital credential offer! If you have any questions, please email email@example.com
We were just discussing that we would like our CSM's to ask one specific question in all their upcoming customer meetings (to gather broad feedback about a topic, so it's an open question) and would like to file the responses in Gainsight, so we can access them in a structured way. (Over time, we might add additional questions)What would you consider to be the best way to do that, both from a CSM point of view (it needs to be easy to file the answer) and from a data access point of view (it needs to be easy to get all the answers in one place for further processing)?Some options I could come up with:Create a custom Timeline Activity Type Create some rich text fields on the Relationship to gather the response, and add a page to the R360 with these (editable) attributes [but then they would only be able to enter 1 response per customer, and they might speak to multiple people] Create a low volume object and add a related list to the R360 where CSM's can add the responses
If you’ve earned an admin certificate (level 1 or 3, SFDC edition or NXT), look out for your digital credential offer from firstname.lastname@example.org today. Be sure to accept your free badge, and then share it to your LinkedIn profile and/or news feed!From the badge offer email, you’ll be prompted to create an account where you can accept and manage your digital badge; a verified credential and graphic representation of the knowledge and skills you’ve obtained and confirmed through our assessment(s). Your digital credential / badge is portable and includes the details of your accomplishment. When you choose to make it visible to others, they can read about what it took for you to earn your certificate. You can easily share your badge on social and professional media with one click. You can also send a link to it by email, add it in an email signature, blog or website. What are the benefits of a digital credential on Credly? A web-enabled version of your certification that can be shared online
Hello Team,Below is the use case:Customer wants to send heads-up email to the CSM to let them know that their Accounts would be receiving a survey mail the very next day.So in Heads-up email, the to “address” is selected as “Sender Email address” and few values in that field are in Opt-out because of which the entire record is getting failed and no survey email is also sent to the Accounts.Customer wants to send survey email to the Accounts irrespective of the opt-out preferences of the sender email in Heads-up email(even though the CSM is opted out). Can this be possible. Thanks & Regards,Srikanth
On April 29th, @harriseilenberg joined me to talk about how Mavenlink uses their health scores to drive predictive renewals. If you only have 10 minutes, I’d encourage you to listen to Mavenlink’s part of the webinar (27 min mark) where Harris talks about how they took their health score and measured it against renewals to determine renewal accuracy. During the Q&A, Harris addressed that you don’t need a data scientist or a degree in statistics to be able to do this. If you’d like the slides we reviewed, you can find them here.Other takeaways from the session:Schema Methodology - ensure your schema has 4-5 options to allow you to see how account health is moving instead of a block of yellow Scorecard Makeup - Measure health on two axises, Experience and Outcomes Measuring for Accuracy - test your scorecard against renewals to ensure accuracy
March was a big month for us and we’re beaming with pride -- 16 of our amazing Admins got certified on Gainsight NXT! Will YOU be next?! Earning the certification represents a lot of hard work learning the ins and outs of Gainsight’s CS application! Typically, we recommend Admins take our free introductory elearning, followed by our instructor-led hands on courses, and then dig in with practical on-the-job experience before attempting the exam. If you’d like to learn more about the certification, click here. Virtual high fives and welcome to the distinguished rank of certified Admins! We couldn’t be prouder!! @josh.berger@email@example.com @grace_tester @kytpowell @nstgermain @Joao Oliveira@veronica_moore@jeneedanaron@todd_atkinson@jeff_mohr @jbeaumont @dperson @waynedilworth @Michael McDonald@jgalvan For those of you keeping track, that brings us to 213 certified customer Admins on our goal of 300 for this year!
Our customer is newly launched and working on their enablement strategy. They are considering an INTERNAL onboarding CTA - essentially each CSM will get a CTA that has a playbook that guides them through Gainsight and lists out the next area they need to explore. They want to finalize the playbook with an email assist that they would send to their manager confirming they’ve completed the playbook tasks. Has anyone done this before? If so, does anyone have a sample playbook? The customer wants to ensure that they don’t overlook anything.Some examples to get your creative juices flowing:Log in to Gainsight through SFDC SSO Bookmark Gainsight into your browser Update your profile photo (NXT) Update your role, email and timezone Dashboard: Visit your CSM Dashboard & set Global Filter to yourself (if not set by default) Dashboard: Update the reports to your preferred visualization types Running meetings: Set the Cockpit filter to your preferred view Running meetings: Review C360 and Cus
Gainsight is proud to announce our newest group of certified Gainsight Admins! In February, 11 individuals passed the exam! Will YOU be next?! Earning the certification represents a lot of hard work learning the ins and outs of Gainsight’s CS application! Typically, we recommend Admins take our free introductory elearning, followed by our instructor-led hands on courses, and then dig in with practical on-the-job experience before attempting the exam. If you’d like to learn more about the certification, click here. Hearty congratulations and welcome to the distinguished rank of certified Admins! We couldn’t be prouder!! @ Rebecca Fittro@jlicciardello@mpr@kleasure@hillarydj@alma_ramos@ray_roohparvar_faea94@jamie_anderson@andorfuhrer@sam_saunders@andy_roy
We are in the process of revitalizing our adoption program for our customers- In this program we are piloting a point system that is tied to a menu of services that each customer will use to identify services they want to utilize for the year. We will be using success plans to track the progress and completion of the chosen menu services but need to figure out how to track the points system. We need to figure out the potential path for tracking the allotted annual points for each customer ( at the relationship level- each product area will have their own allotment) , the points that have been used ( via success plans) and a calculation of what has been used/total. We have a few ideas as to how we could accomplish this but was curious if anyone in the community has done this or something similar before? Thank you in advance for the feedback/advice!
For thise of you that have both Customer Success Managers (CSM) and Customer Success Architects (CSA) how do you describe the distinctions? What are the swimlanes of each? How do you describe the different value adds internally and to the customer?Any and all insight here would be greatly appreciated!*May be relevant to note that we also have Education and Professional Services team members.
Already have an account? Login
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.