Customer Success Best Practices
Share all ideas and best practices related to the Customer Success function
- 480 Posts
- 1,306 Replies
Hi Community! As we continue to develop capabilities around Timeline, we wanted to get your feedback on how you would like to use it in the future. Originally we designed Timeline in response to many customers who wanted a superior note taking tool. They were using systems like OneNote, Evernote and others and it just didn't meet the grade. So we built Timeline. One of our original goals was to provide a high quality repository of customer notes. Different than SFDC activity history, which logs everything and can get pretty noisy, Timeline would be cleaner and easier to find specific human interactions. But things evolve and we want to get your input. We've had some customers ask about having the ability to sync every CoPilot or Advanced Outreach email, CTAs, Milestones, NPS survey responses and even health scores to Timeline. [b][i]What's your point of view? [/b] Should we keep Timeline as a view of human interactions only or would you want to drop automated, system g
Now that you can customize your Timeline Activity types, what additional activity types are others using?
The latest release now gives the Admin the ability to create custom Timeline Activity types. Our CSM's are heavily leveraging the Timeline feature but we are struggling to determine what level of detail we go into for differentiating the types of activities that are logged. Anyone have thoughts on what has worked well when creating these custom activity types?
Hello Everyone, With the new feature of timeline and the log of activities, I'm curious to know how other companies will encourage CSMs to register customer activities. In our case, today we are using CTAs to log meeting/calls annotations. [list] [*][b]CTAs pros: [/b]can create reports based on CTA reason, duration, etc. [*][b]Timeline pros:[/b] much better interface, formatting, connect with contacts, etc.[/list] This means that if I want to use both, a CSM would need to follow this process: [list=1] [*]Receives a new QBR CTA. [*]Do the call. [*]Take notes logging a new timeline activity (without reason categorization). [*]Go to cockpit and close QBR CTA without annotations.[/list] This would result in a CTA disconnected from its notes. What will you guys going to recommend to your teams? Cheers
A new system Gainsight, wonderful. A new way to work proactively, instead of reactively. What are these Call To Actions (CTAs)? Within the tool, there is an easy way to create an action (task) based on some activity that has occurred or some situation that exists or perhaps there is just some periodic task that should be scheduled. The next bit of information is going to assume the reader is aware of the CTA feature, in general.So what makes a “good CTA?” Without using the canned answer of “it depends”, let me share a couple suggestions around a few specific pieces of a CTA; title, status, priority, type, etc. First of all, don’t just create a CTA because you can. CTAs are easy to create, but one should make sure the CTA has an action that can be taken – hence the name “call to action”. Make sure you are creating a CTA, that has a task or set of tasks that should be completed by the assignee. Creating a CTA, just for awareness, can be valuable, but may end up being clutter in
When will we add the ability for other roles besides Admins to access the G360? Admins are not generally the ones driving adoption of Gainsight, so the real value of G360 is for access by Adoption Champions, including Directors and Team Managers. Customers are asking for the ability to have broader use. A way to export and distribute internally would also be helpful. Any way to get the right people looking a the content would be a win-win!
It is great to show the dollars in graphs but there are some graphs that just show the number and I am unable to format the number. For instance when I do a pie chart and say show values it will show me the percentages on the right in the legend and then the number values on the pie charts but it is hard to read "4355695483.98" compared to "$4,355,695,483.98". and it would be nice to be able to round to the closest dollar.
Calling all admins! We’re looking for Gainsight game changers with big ideas to contribute to the newly announced Sightline Vault. Sightline Vault is all about harnessing the power of our admin community to make your best practices available to all -- in just a click. Think: NPS JO templates, your favorite playbooks, healthscore configurations, and other Gainsight best practices you can’t live without and want to share with the world. What’s in it for you: Your name in lights! (...almost!) You’ll be credited on any of the solutions you suggest that we publish and we'd love to further showcase you as an admin! Your favorite template or configuration, built to help thousands of future admins The opportunity to influence an amazing program for customer success technologists What we need from you: Share suggestions - favorite templates, configurations, dashboards - let us know what you think other admins would benefit from if they could just click “go!” Permission to showc
We are currently using Wufoo surveys and placing it on a tab in our company's software. Our clients log into their accounts for the first time and fill out those surveys. It's convenient and we get a higher response rate because those particular surveys are in their instance of our software. Once they fill out the survey, the information is stored in Wufoo and a team member exports it and emails it to the proper CSM. We'd like to revamp this process by utilizing Gainsight surveys. This ensures that the survey data is stored in the survey object, which we can then use to populate survey information on the C360. It's a smoother process and allows are CSM's immediate access to the results. To be able to do this, we would need to embed the Gainsight survey onto a tab in our software. I know Gansight surveys are supposed to be used and sent via CoPilot.. but we'd really love it if we could embed it in our software so it's easier for our client's to fill out. Has anyone ran in
Wondering if anyone has worked with Aha! and Gainsight. It looks like they have an integration with SF, and was wondering if anyone had successfully used SF as a bridge between GS and Aha! We have a product feedback process in Timeline in GS, and are looking for a way to get that data into Aha! Thanks!
Does anyone out there have experience with servicing customers with a "group" of CSMs instead of a single CSM? Our team is currently exploring the idea of grouping several CSMs together along with a more junior member and having this group collectively service a patch of customers. The thought here is that the more junior member would learn on the job by supporting the CSMs with the more tactical/day-to-day request while the more senior member focus on the strategic aspects: conducting EBRs, stakeholder engagement, adoption, etc. We're hoping that this would also help mitigate the friction/pains of account transitions when a CSM moves roles or leaves the company entirely. Instead of being assigned a completely new CSM, the customer would still have the familiar names and faces of their dedicated CSM group. Thoughts? Would love to hear if anyone else has experimented with this and/or has other ideas for reducing account transition pains. If so, would also be intereste
When adding tasks to a playbook there is an option to choose the owner/date/priority/status and so. I want the option to customize those fields and add a custom field we have on Task Object in SF - Medium. This field holds the medium of the task (email, phone, etc..). Actually, I want to choose the medium when creating the playbook task so whenever the specific task will be created under the playbook the medium will be marked automatically. Is there a way to do that? Thanks! [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160822-84037-rypufn-Adding_a_Task_to_a_Playbook_inline.png[/img]
One of the challenges we're finding with Gainsight is building reports and rules for large teams. We don't have a field in Salesforce where we can easily say "Show me team = X". As a workaround we're having to individually add each account manager's name to reports and rules. As people leave and join the company it is going to be quite the task to update everything accordingly. Aside from creating a field in Salesforce for the individual team names, does anyone have any ideas or best practices for solving this problem? We tried something called "Team manager" creation where we assigned names to a "Team Manager" through a rule, but it did not have the expected behavior and only worked for accounts, not people.
It’s been said many times before that Chrome is the best browser to use now days for its security, ease of use, and speed. But the real reason I love Gainsight on Chrome is because of the extensions!The most interesting admin in the world!Chrome extensions are small apps that are built to sit on top of Chrome and extend its functionality. They typically serve a small single purpose like ad blocking, password protection, or to easily schedule a Zoom meeting within Google Calendar. They are distributed through the Chrome Web Store and all go through a full review process by Google.Why I love extensions is because you can customize Chrome to better suit your needs in administering Gainsight. And best of all, you never have to leave Chrome and open another app. Here’s my favorite Chrome extensions that I hope will make your life as a Gainsight admin easier as well. Salesforce Colored FaviconsIf you work in Gainsight on SFDC and/or work in multiple Salesforce environments because you also
Yellow is the new Red (or is it?) How have you defined your grading scheme, measures, and weights for your Customer Success 360 Scorecard?
Yellow is the new Red (or is it?) -- How have you defined your grading scheme, measures, and weights for your Customer Success 360 Scorecard? I'm hoping to compare our setup with others. Our grading scheme: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161110-121510-25vdvp-GS_Scorecard_GradingSchemeKapost_inline.png[/img] Our measures and weights: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161110-97797-kdbhkx-GS_Scorecard_MeasuresAndWeightsKapost_inline.png[/img]
I understand that the Customer Info object in SF and the Company MDA table work very similarly in that they are regularly updated copies of information from other SF objects. Can someone explain to me the pros and cons of each and whether or not it's recommended to use one over the other? It seems like I'm repeating a lot of the same work to have all fields represented in both places. Thanks!
Before our executives have a meeting with a customer they ask to get an Executive Summary report (for which we built a template). This report includes details from various places - All of them are already in SF or GS. For example: Key contacts, Open opportunities, NPS Score, Product purchased. Is there a way to have GS pull these info from all these sources and generate a PDF/Word file that can be sent to the executive?
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
As we continue to use Gainsight for Outreaches/Programs and Cockpit/Email Assist, we are running into a frequent situation where a participant has been added to the bounce list and then cannot be sent further emails through Gainsight - Journey Orchestrator or Email Assist. However, using the Email Validator under Administration > Email Configuration, we can typically find the email domain as blocking, reporting our sends as spam, or other errors that aren't indicative of an email address that no longer exists. As an Admin, I have permissions to view results of the Email Validator and remove emails from the bounce list one at a time. Our CSMs do not have this permission so they encounter a roadblock when trying to send an email in Email Assist or determine why a contact did not receive an email from one of our Programs (typically an operational notification). I can/have created a report of Hard Bounces and the message that was received (similar to email validator) but I can&#
We are looking at instrumenting a Pooled CSM Model where a team of CSMs can respond to customers without being assigned to their account specifically. We are familiar with how to do this using Salesforce and creating a ticket queue with email integration, but want to know if we can do something like this in Gainsight. Has anyone done this before and/or explored this option?
We use "Support" as a scoring field and are still thinking through how to score our account. Things we think about are: "is it good or bad if someone has no cases", "are a lot of cases always a bad thing", "without perceiving customer tone, how do you automate this scoring"....Has anyone else looked into this before? If so any good recommendations for this?
I'm looking for ideas about how other companies are making data from NPS surveys actionable. Are you doing any automations inside of Gainsight to get the survey results to product teams or other groups who need to take action? How are you circling back with the customers on updates that have been made? I'm struggling to find ways to do this. Perhaps I just need to take it outside of the system. I also couldn't find much documentation from Gainsight on this.
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.