Customer Success Inspiration

Discuss tactics to help you and your customers achieve incredible success

  • 530 Posts
  • 1,470 Replies

530 Posts

seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Inspiration

How Anyone Can Become a Gainsight Admin

Latest Update: Sept 13, 2022 //Gainsight Administrator is a creative, powerful role. It drives career development, it lives in the cutting-edge world of Customer Success Operations, and it’s both a new challenge to a systems administrator veteran and an entry-point for someone looking for a first ‘technical’ role.I know, because I’ve lived it and I’ve seen it. I became a Gainsight Admin in 2015, and earned my Level 3 Certification when it first became available. After transitioning from ‘Gainsight customer’ to ‘Gainsight employee,’ I ran Gainsight’s CS Ops team for 2 years, which included experienced Admins who have since grown into leadership, and first-time Admins who had never configured a piece of software before. In my newest role, I see the experiences of Admins with all levels of experience, plus their managers, on a daily basis. I hear about what they need and what has worked well for them.And I hear how out-of-reach the role can feel for newcomers. It’s intimidating, or confus

14
K
1 month ago
sarahmiracle
All Star
sarahmiracleAll Star
posted in Customer Success Inspiration

December Global GS Admin Slack Meetup: Data Designer Demo Day 12.9.2022

Recording of the December 12/9/22 Global GS Admin Slack community meetup on Data Designer!Explore common use cases for data designer and how GS admins tackled business problems using data designer. Learn about some of the “gotchyas” with data designer and possible workarounds to achieve what you’re looking for. https://zoominfo.zoom.us/rec/share/tAs30V0Qp4Wl1G0KxbrrrNRB11LrtruAB4wU1P_lnIJRHUa4BXe-Qshu_NeVC1G9.8QENl_KEhlUvcVDzPasscode: lZ@C$2Ti

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angela_domenichelli
Champion
6 days ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
posted in Customer Success Inspiration

Recording: Launching a Digital-led Tier (CS Ops Meetup Presentation)

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in December 2022 about launching a digital-led tier. Here’s what we learned! 🎞️️️️ Gainsight’s @seth  gave an overview of Gainsight’s digital-led tier and then we heard from a few breakout rooms. You can watch the recording here. 📝 Find the overview slides and Note-taking slides from the breakout rooms here. A few other resources related to this topic you might find useful:Creating Office Hours for your OrganizationHow to Transition Customers to a Low Touch Engagement  Learn about these meetups in the future by signing up for the monthly CS Ops Newsletter.

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angela_domenichelli
Champion
6 days ago
thunziker
thunzikerRegistered User
posted in Customer Success Inspiration

Low-Touch (Pooled CSM) Model

Let’s revisit the low-touch, pooled CS model. What’s working, what’s not? Would love to chat with fellow CS leaders in regards to how you successfully rolled this out. 

4
Z
9 days ago
matthew_lind
All Star
matthew_lindAll Star
posted in Customer Success Inspiration

What are you reading / listening to that's adjacent to Customer Success?

What books, podcasts, authors, topics, etc. you follow to supplement your Customer Success career?I’m interested especially in what tangential material or subjects you follow. Perhaps there’s a leadership expert who relates her expertise in a way that particularly helps you. Or there’s a YouTuber who really shares his goal setting habits well. It’s not directly Customer Success knowledge, but it’s applicable to our field.What do you follow or listen to or read, perhaps that’s not directly in the Customer Success swim lane, that you’ve found especially helpful or inspirational?

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B
Gainsight Employee: Shoshin
15 days ago
S
Sharon BokRegistered User
posted in Customer Success Inspiration

Do you Automate with Intention?

“We need more automation.”   The topic of scaling is not a new concept in the Customer Success industry and continues to be a hot topic and one that most organizations want to pursue. However, most organizations struggle with finding a balance in adding automation to scale and often try to automate too much. Find out how to establish a balanced approach in this article, 4 Steps to Automate with Intention, by Kate Griffin, consulting team leader at nCloud Integrators. https://www.ncloudintegrators.com/post/automate-with-intention

0
S
15 days ago
K
kristin.campbellRegistered User
posted in Customer Success Inspiration

Success Plans

We are staring to implement the use of Success Plans in Gainsight and I was hoping to find out how others have been using them.  What types of things are you creating them for?   Are you keeping them simple and clear?   Just looking for some guidance and tips on what others have learned and how you have implemented them.   Thank you in advance! 

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john_apple
Golden Ruler
15 days ago
romain
romainRegistered User
posted in Customer Success Inspiration

Valuize's Ultimate Guide To Succeeding With Gainsight CS

Hello Gainsight enthusiast!For enterprises looking to drive efficient and scalable value realization, customer success technology isn’t merely a nice-to-have, but a fundamental organizational imperative. And, as the leading CS solution on the market, Gainsight is the most powerful platform to operationalize an effective CS strategy.In Valuize’s new eBook, we’ve compiled years of Gainsight expertise to create the most comprehensive guide to succeeding with Gainsight CS to help leaders maximize the impact and value of their Gainsight CS investment. Grab your copy here: https://bit.ly/3GDngyk Ultimate Guide To Succeeding With Gainsight CS 

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revathimenon
17 days ago
jake_smith
jake_smithRegistered User
asked in Customer Success Inspiration

Interactive report across multiple objects

Looking for suggestions from the field on best use case for the following scenario from an admin's perspective... We'd like to pull a report across multiple objects (i.e. opportunity, account, customer info) that we can review upcoming Customer Success owned renewals each quarter. The strategic part I'm trying to figure out is how do we track a couple of key questions that we will fill out during our meeting and store them so we can push this information upstream at any time. What are your suggestions for the best area to do this: 1) Data spaces - my initial go-to. Relatively easy to pull this info into a report, but I'm not sure the best way to capture information from our meetings. 2) MDA - Another thought was to build a table and either feed this via rules engine, or just to upload information manually via csv after each meeting (since this will only be quarterly). This is a little more high maintenance but we could add in a column for date tracking. Any suggestions off of these

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rachelhibbardtmo
Veteran Rookie
23 days ago
AnthonyF_Curity_CS
AnthonyF_Curity_CSRegistered User
asked in Customer Success Inspiration

Defining Success and Creating a Health Score

Hello out there. I am leading efforts to stand up a team and implement effective CS strategies within my company for a healthcare technology. I am looking for general references on how to go about defining “success” for our end-users and developing a health score to track and identify opportunities. Any direction would be greatly appreciated! Books, webinars, articles, etc...

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AnthonyF_Curity_CS
24 days ago
Charlomo
CharlomoRegistered User
asked in Customer Success Inspiration

Collect feedback and ideas from Gainsight users

Hi folks! We have recently rolled out Gainsight to the global CSM organization, beginning with a fixed set of use cases. Im curious about your best practices to share on how to collect feedback and wishes from the users in a manageble way - are you using spreadsheets to do that? Thanks in advance!Charlotte

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anirbandutta
28 days ago
V
vp_opsRegistered User
asked in Customer Success Inspiration

Are your CSMs Product Specialists or Resource Coordinators

I was looking for some feedback from this community on how you train your CSMs.Many B2B SaaS companies train their CSMs to be the ‘single point of contact’ for customers, where the CSM is knowledgeable about the product(s) but really they coordinate with SMEs in other departments (trainers, product coaches, technical account managers, product managers, etc.) to share expertise and best practices with customers. This increases the CSMs’ potential book of products that they support, and enables each customer to have a single CSM even if they buy multiple, complex products, but limits how knowledgeable the CSM can be with regard to each individual product.Other B2B SaaS companies train their CSMs to become SMEs themselves, becoming the go-to expert for customers to leverage. This limits the number of products that the CSM can support, and when customers buy multiple products it means that multiple CSMs must support a single customer, but it makes the CSM an expert in the product that they

1
gautam.bawa
29 days ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
posted in Customer Success Inspiration

Risk Management and Escalation

Here is how best-in-class CS organizations run their customer risk management and escalation process:https://www.gainsight.com/blog/war-and-peace-the-csm-edition/

0
J
1 month ago
zdsiegert
Veteran Rookie
zdsiegertVeteran Rookie
posted in Customer Success Inspiration

Rolling our Verified Outcomes at Scale

As 2022 is coming to an end, our team has high ambitions for 2023!  We’re looking into documenting, tracking, and verifying customer outcomes at scale….we’re doing this for a number of our enterprise customers with assigned CSMs but want to extend this to all customers in a scalable manner…We’re planning to align with our product and CS leadership to create 3-5 “standard” outcomes that our software helps teams achieve and then comes the tricky part….how to we confirm our customers have indeed achieved this outcome using our tool??   We are considering a survey to users asking them straight up “Have you realized value with our tool?” and then subsequent questions related to the outcomes… Would love to hear from others if you have any experience in scaling Verified Outcomes? 🙏 

1
sarahmiracle
All Star
1 month ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
posted in Customer Success Inspiration

Running an impactful business review

If you are worried about your CSMs not being strategic and proactive, think about what’s your expectation from their business reviews.https://www.gainsight.com/blog/the-dos-and-donts-of-executive-business-reviews/

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meenal_shukla
Gainsight Employee: MVP
1 month ago
cmultanen
All Star
cmultanenAll Star
asked in Customer Success Inspiration

Launch/Implementation Scorecard Best Practices

Hi there, We're currently exploring the idea of creating a Scorecard 2.0 to measure and track client health during the implementation stage of our customer lifecycle. Once a client has been fully implemented, we would then move them over to our standard client scorecard.  Does anyone have any suggestions or best practices for the types of metrics we should consider using? Here are a couple metrics that come to mind: [list] [*]CSM/IM Sentiment (manually set) [*]Overdue? (determined by implementation playbook) [*]Number of overdue tasks (determined by implementation playbook) [*]Delivery Issues (timeline activities)[/list]Curious to hear about what other people have done in this area. Thanks! 

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dstokowski
Gainsight Employee: ACE
1 month ago
sarahmiracle
All Star
sarahmiracleAll Star
posted in Customer Success Inspiration

Customer Use Case documentation in Gainsight

What are some ways you have operationalized the collection & documentation of customer use cases?We’re looking to connect the dots between our stellar customers and their use cases, to inform product marketing & customer marketing strategies and outreach. Eg, identify our customers that are using our product really well for one of our core use cases, and amplify that testimonial in future marketing efforts.

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heather_hansen
ACE
1 month ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
posted in Customer Success Inspiration

Recording: Digital Business Reviews (CS Ops Meetup Presentation)

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in November 2022 about digital business reviews. Here’s what we learned! 🎞️️️️ Recording of key takeaways from each breakout room 📝 Note-taking slides from the breakout rooms Learn about these meetups in the future by signing up for the monthly CS Ops Newsletter.

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DougCaviness
Shoshin
1 month ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Inspiration

Post-Webinar: How to be a Change Management Superhero

@Justin Bills, Senior Manager of Customer Success Operations at Greenhouse, presented on How to be a Change Management Superhero (🎬 Watch the webinar recording) Two follow-ups for you!Further hone your change management superpowers with Changing Minds & Mindsets Along Your Customer Success Journey.   A question for you:What item from Justin’s presentation hit you the hardest (in a good way), when you’re thinking about change management for your CS team? Post your thoughts below so we can all compare notes!

0
seth
Gainsight Employee: ACE
2 months ago
LukeM
Shoshin
LukeMShoshin
posted in Customer Success Inspiration

How Alteryx thinks about Digital Customer Success

Hi there,I recorded a podcast episode on Digital Success Plans and how we at Alteryx think about guiding our customers to be successful in data and analytics.Check out the link here where you can listen or find links to Spotify or wherever you get your podcasts:https://community.alteryx.com/t5/Alter-Everything/118-Prescribed-success-plans-with-Alteryx/ba-p/1014195Any feedback or questions are much appreciated!

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LukeM
Shoshin
2 months ago
J
Shoshin
JyothsnaShoshin
posted in Customer Success Inspiration

How to calculate anniversary dates(half-yearly)

Hello, in this post I am explaining how to calculate the anniversary dates based on existing date field in an object using Rules Engine.Here is the link to the document  Below are the few use cases where this might be helpful. To follow-up on account’s renewal. To send NPS surveys every 6 months to customers. To create CTA for EBR set-up every 6 months To send customers a survey after 6 months of onboarding to know customer feedback.  

5
J
Veteran Rookie
2 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Inspiration

November 2022 CS Ops Newsletter

Subscribe to this monthly newsletter here!  Hi there,I’ve recently had a surge in questions about the ‘right’ investment in CS Ops. Welcome to budget season! I respect that it’s a tricky challenge. You’re not buying more of the same ol’ stuff. It’s more nuanced: you’re investing to unlock access to a more sophisticated version of your CS team.(Also recently, I’ve had entirely too much fun with DALL-E, generating AI art.) So, if you’re taking stock of your CS Ops spend, I have two north stars to offer: (1) What’s everyone else investing?Data from 2021 says:A ratio of CSM:CS Ops of 12:1. This comes from a Gainsight survey of 60+ companies with at least one CS Ops role. 61% of companies have CS Ops, which was triple the rate of the previous year. Average CS Ops spend = 3% of CS spend (middle two quartiles ranged from 1% to 7%). This comes from a Gainsight and RevOps Squared report, based on a survey of 350 companies. For example, Gainsight’s CS Ops team is called “Ops & Scale”, and is

9
DougCaviness
Shoshin
2 months ago
J
Shoshin
JyothsnaShoshin
published in Customer Success Inspiration

Journey Orchestrator- multiple links tracking

 Hi Admins! Would you be interested in learning how to track each link exactly when there are multiple links in the email sent? If yes, go through the below content to crack it. Example: Below is the renewal email that we are sending to the customers with three options to select from:  As you could see in the screenshot, if a user selects option3 the CSM has to reach out to the customer, regarding the renewal discussion. So after sending the above email, we need to exactly track which link did the user click out of the three links and if the user had clicked the third link, the CTA has to be triggered to the respective CSM to reach out their customer for renewal discussion..  Right now, in JO conditional wait we only have flexibility to track whether  The customer has opened the email Clicked any link after opening the email   But we do not have information about exactly which link is clicked when there are multiple links in the same email template. This is the same even though enabl

3236
saltamash
Veteran Rookie
2 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Inspiration

Org Structure for Digital-Led/Tech-Touch

What’s the org structure for your teammates who work on digital-led customer success?Here’s how it’s broken down at Gainsight:1 Director of Digital-Led Programs 1 teammate who develops always-on programs for key customer moments 1 teammate who develops customer communications (emails, virtual events, etc.) 2 teammates who develop in-app messaging 2 CSMs who used a pooled model to assist customers who don’t have a named CSM 1 teammate who manages our customer advocates and orchestrates ‘match’ requests from Sales and CS 1 teammate who provides logistical support for all of the above You could also consider community to be part of the digital/scaled support we offer to customers, and various pieces of community are owned by different teamsWhat does your digital-led team structure look like??(Credit to Emily McGrath, Director of CX @ Drift for bringing up this topic!)

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tyler_mcnally
Gainsight Employee: Veteran Rookie
2 months ago
SeanOcall
SeanOcallRegistered User
asked in Customer Success Inspiration

Customer Success - Value realisation only or commercial to?

Hi All,I’m interested to understand if anyone has switched from a CS team owning Renewals & Expansion to a singular Value\ROI focus and the decision factors that led to this change? I’d also love to know more about what opportunities you faced along the way, specifically in managing the perception of a non commercial team becoming just a cost centre (in the negative term).For transparency I’m just trying to understand the reasons for and against as a thought exercise with my peer group.Thanks in Advance!Sean

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DougCaviness
Shoshin
2 months ago

Welcome back

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