Customer Success Inspiration
Discuss tactics to help you and your customers achieve incredible success
- 638 Posts
- 1,670 Replies
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
Over the last year, customer success has seen some serious changes, in tech and SaaS. With the ever changing market teams have had to switch up their game & recalibrate their strategies – it's all about being one step ahead.Customer Success folks are now like tech-savvy detectives, using data to cook up personalized solutions and building rock-solid relationships.Join me on Wednesday November 29th at 1pm est as I’ll be hosting a session that details how I use Gainsight to manage by book of business as an Enterprise CSM tackling unexpected hiccups head-on and setting the stage for future wins.How to jump in: Registration Info BelowMastering ROI: A Day in the Life of a Customer Success ManagerWhat to ExpectInsights- Dive deep into the day to day of a Gainsight Customer Success Manager & learn how to create efficiencies using Gainsight ROI Unveiled- Learn the proactive strategies you can employ to show strategic value to your customers Ask Anything-Got burning questions? Ask away!
A big thank you to everybody who attended our recent CSM roundtable on Transitioning from Reactive to Proactive Risk Management where we did a quick review of this No Surprises - How CS Can Minimize Your Risk and discussed Risk Management strategies from the lens of the CSM. Whether you made it to the event or not, we’d love to continue the conversation here and collect your feedback on any topics for us to incorporate into future CSM Roundtable sessions. Feel free to add any burning questions/thoughts/ideas here for us to answer! You can find the recording here, and the discussion slides are attached. Thanks!
Whenever we are in a position of having to “influence and adapt” someone’s behavior, you are in the business of practicing Change Management techniques, especially when it comes to doing it professionally in your team, department, or organization. There’s usually a need to alter the status quo, a vision and a sponsor, a strategy to inform the rest of the affected people and train them to perform at their best abilities in the new expected “way of working”, while fostering a climate where they could thrive and achieve milestone after milestone. So what is Change Management? Most of the time it’s used as a buzzword to describe an indefinite set of actions and processes that, together, should create the perfect recipe for success. How I see it, it is the simplest way to lead, in a human-first manner, a group of people from scenario A to B. So let’s set our scenarios: Scenario A is when, for example, you are working as a CS Lead or a CS Ops Lead for your SaaS company, which has just signed
Hello community friends!👋🏽When it comes to the Digital Customer Success world, you all know by now that my excitement knows no bounds. 😄 And I was fortunate enough to meet & learn from the powerhouse team at WorkTango who leads the digital segment there. We dived into their dynamic journey of crafting a digital segment, navigating challenges, unlocking growth opportunities at every turn and not to forget a key part - hiring for a Digital CSM role and the practical lessons around that. But first, let’s meet the exceptional team behind this: Dre @dre.heffington - Sr. Manager of Account ManagementDre oversees multiple segments of WorkTango's Customer base and is dedicated to operationalizing retention and revenue, while scaling processes to deliver efficient and repeatable outcomes. Because of this, she is passionate about the world of Digital CS and works to continuously improve the customer experience using data and automation. Laura @Laura Rexford - Vice President of Customer S
Embarking on the digital customer success journey can feel daunting—deciphering ownership and team responsibilities often poses just one of the many challenges. Questions loom:Who should spearhead the digital customer success team? Is hiring dedicated resources necessary to begin? Where should this team fit within our organizational structure?Let’s navigate the best approach to structure your team and support your journey into digital customer success.1. Inaugural Steps: The Tiger TeamStart by assembling a digital customer success 'tiger team,' comprising representatives from pivotal departments like Customer Success, Marketing, Operations, Support, and Product. While it may seem like a medley of opinions, having one representative per department minimizes the "too many cooks" situation. 2. Evolutionary Phases: The Journey to DedicationAs your digital customer success journey blossoms, recognizing the value becomes paramount. At Gainsight, our pivotal shift occurred in 2019, leading us
Missed the webinar on Mastering ROI: Day in the Life of a CSM” for an inside look at how Gainsight CSMs are redefining customer success through data-driven, prescriptive approaches that not only foster customer loyalty but also drive ROI while effectively mitigating risks.You’re in luck! You can find the recording and slides below. If you have any questions, please thread them below!Here is the recording from the webinar and the deck is attached!
The customer cheat sheet is the first of the many Generative AI capabilities that Gainsight plans to deliver over the next few months. As you leverage and enable your users on Cheat Sheet, here are a few things to consider:Value:Executive summary on what’s going with the account: If you are an exec, and If I were to ask you what are your top pet peeves, chances are that I will hear about those last minute customer meetings where you don’t get enough prep or the meeting prep is inconsistent across different teams and individuals. And if you are a CSM or any customer facing team member, you probably do not enjoy writing and briefing your executives for those customer meetings which sometimes takes hours. What customer cheat sheet would provide is an instant, high quality summary that leverages Generative AI to create customer summary from unstructured and structured data including meeting notes in a quick digestible format. This summary also leverages RLHF (Reinforcement Learning from H
In the realm of digital customer success, having the right tools at your disposal can be a game-changer. These tools can help empower you to navigate customer engagement and satisfaction seamlessly. At Gainsight, our journey in crafting exceptional customer experiences has unveiled a toolkit with invaluable resources. Here, we unveil our top 5 tools to elevate your digital customer success journey. 1. Gainsight Customer Success Platform: Your Command CenterAt the heart of our arsenal lies the Gainsight CS Platform—an all-encompassing hub tailored to orchestrate and streamline customer success operations. This platform acts as our command center, offering a panoramic view of customer data, health scores, and engagement metrics. It empowers our teams to proactively identify risks, and opportunities, and personalize customer interactions for maximum impact. 2. Gainsight Product Experience: Precision in Product Adoption and Customer VoiceGainsight PX not only enables us to understand user
Hi All! We have developed our Digital Customer Experience program's foundation, ensuring we connect with every new customer for their first year of engagement. Still, I’m curious about what JO strategies you've implemented to engage existing customers who are 1+ years old. We want to create meaningful and intentional content to make customers feel valued throughout the customer journey.
I’m a Gainsight user and leader of an Account Management Team with a focus on sales in particular and am hoping to find someone in a similar position elsewhere to speak with and share some best practice ideas with.Not necessarily only about GS usage, but a chance to learn from each other and grow together over a call or two.Would be great to hear from you if you’re interested in catching up.Rich
Have you ever been in a position where you had to influence people? If you, like me, are curious on the WHY sometimes a team or a project succeed and achieve all their goals, while others fail, without seeing little to no value, then join me in our upcoming Change Management webinar! Details below:Date & Time: Thursday, Dec 7th, 2023, at 3.00pm GMT! Registration Link What to Expect:Fundamental Pillars to get started with your Change Management Strategy; Gainsight ROI when building Change Management best practices - how you can leverage the tool for your strategy; Q&A at the end of the session - Got burning questions? Ask away! Let’s start the conversation already, in the comments below, as I’d love to hear from you what’s top of mind in this area. And if you are an expert already, how have you started a Governance framework or Change Management strategy in your organisation/team?
When I first heard that Gainsight acquired inSided, a market leader in Customer Communities, I took a moment to think about the bigger picture. Having worked at an organization that leveraged both the power of Gainsight and inSided, I knew just how valuable this acquisition could be. Your customer community, after all, should be a vital tool leveraged by all customer-facing teams, at every part of the customer journey. With the power to provide customers with a safe space to ask questions, log feature requests, and view recent and upcoming changes to your product. When you think about your customer community, you may wonder how exactly it fits into the full customer journey, from pre-sales through to renewal and growth. Your customer community holds its unique place in each of these stages. For example: Pre-Sales Onboarding Adoption Nurturing Renewal/ Growth Loyalty Objective Use content & advocacy to convert new custome
Hi everyone! I shared this with a group today, and they thought it was helpful, so figured I’d share here as well. Our discussion was centered around how to get new processes off the ground when working around red tape or multiple stakeholders needing to provide input or approval. To circumvent this issue, I created this spec template that I use for our team to create a build plan. This means that when we do meet to get approval or to ideate, we already have a clear picture of what needs to be done and have a fast time to approval. The flow for us is as follows:Requester fills out the request portion of this template (if there isn’t a person raising the request, you could use this section for ideation or the broad workflow/problem statement that is easier to digest for a broad group and not just Gainsight admins) CS Ops fills out the build plan: this is where I go in and fill out everything I will need to do to uplift the idea in Gainsight. This helps our leadership team understand all
Whether you are beginning your journey to establishing Digital Customer Success (Digital CS) within your organization, or have been executing upon Digital CS for some time now, it’s important to understand how to effectively measure success with the digital motions you and your team create. At Gainsight, we take great pride in not only our Digital CS motions, but the results we measure. So much so, that we often share them publicly at our Pulse conferences to help provide confidence to take the leap into the world of digital cs, and inspiration on what to do next. Much alike our dedicated customer success teams, we look to leading and lagging indicators to help us measure our efficacy. The key difference however, is that these indicators carry a priority toward data points available to us, and are repeatedly measurable in an automated fashion. Here are just some of the leading and lagging indicators we measure by: You may look at the list of indicators above with some confusion and cur
Hi Team. Recently, I came across this situation where I need to Provide Rank based on some Numeric field Values.I have accomplished this logic using the Gainsight Rules Engine. And below are the steps to create Rank. First of all, the flow which I am going to show you that helps, if your data set has duplicate values or distinct values as well.Example, my data set is:And the output is like below In order to get that required output below are the steps that we have to follow in Rules Engine. Note: the steps which I am going to explain, will be the same for both types of data (Distinct or Duplicate) Step 1: Fetch the Data set with the Numeric field(in my case it’s ARR) on which we wanted to apply Rank.Based on the above sample example data the output of the step 1 is Step 2: Create a Transform task in which pull the numeric field(ARR) in to the Group By Section and drag any other field(Account ID or Name) in to Show and apply count on it.So the output of this task is Step 3: Create one
I wanted to share how we track key field changes on the Company object using Real Time Rules. This is a common use case that is easy to implement once you get comfortable with Real Time Rule functionality!Step 1: Create your History Tracking ObjectWe use a custom object to hold information for our key field changes. We titled it “Company History Tracking.” It has the following fields:Old Value New Value Field Company (GSID lookup) and the other system-generated fieldsStep 2: Create your Real Time RuleReal Time Rules can be used to track field level changes on limited objects (called “Topics”). For this example, we’ll use the “Company” topic to track field level changes from Company in real-time.Step 3: Choose your event (what do you want to track that changes?)After choosing your “Topic” (Company), choose your “Event.” This is the change that occurs that will trigger the rule. There are some OOTB options for you, but if you’re looking to do multiple changes at once, use a “Custom Updat
Hi, We have a full partner strategy, and don't have direct customers. Currently we are using the Allbound as a partner portal. E.g. for onboarding of partners, sharing of documentation, deal reg forms, etc.We are looking into Gainsight Community to be able to engage/interact more with our end customers/users. To simplify our tech stack we were wondering if we could Allbound by Gainsight Community.Are there other Gainsight Community customers who have a partner strategy? If so, is there any experience in using Gainsight Community also as a partner portal?Thanks,Bram
Hi everyone,I’m thrilled to share what I've been cooking up with someone who I remember very vividly as a person who is wholeheartedly always ready to give back to the community, at any opportunity.Remember when he swooped in to support our Beginner Admins in Training with this brilliant tip? I'm talking about @zdsiegert , the Senior Manager of Digital Customer Success at AuditBoard & he's revealing some crucial KPIs for assessing the success of any Digital Success program. How to get there?Align DCS metrics/KPIs to the KPIs of CS & the Business - it’s a winning formula! View it from a Leading Indicators to Lagging Outcomes - (Example programs at 00:19 ) Engagement data to Adoption/Health Data to Revenue Data - evaluate this over time Perform Cohort Analysis - Perform this on those who have engaged in a particular program & those who haven’t, in order to show impact back to business.To quench our curiosity further, Zack’s shared a fascinating example of how they aced 1:M
Unlock Your Creativity: Introducing Gainsight's Email Template Builder and an Exclusive Template Ideas Contest!Blog
🏆 Highlight : Automatically enter the running to win a coveted free seat in our upcoming virtual Advanced Admin Workshop, scheduled from Sept. 25th - 28th. More about the contest to the end of the post!!Hey there, amazing Gainsight community!I'm thrilled to share some incredible news that's got me buzzing with excitement. Gainsight has unveiled a game-changing enhancement to its Journey Orchestrator platform—the all-new Email Template Builder feature! 🚀 Imagine crafting stunning, attention-grabbing emails in a matter of minutes, all through a simple drag-and-drop interface. Yes, you heard that right! As someone who's always on the lookout for efficient ways to engage with our audience, this new feature has me over the moon. 🌙Why I am so excited about this? Well, let me break it down for you. The revamped Email Template Builder feature isn't just your ordinary tool. It's a powerhouse that empowers you to communicate like a pro. Here's how it can transform the way you engage with your
Hello everyone,If you are in the early stages of DCS, i’d suggest first checking out our community friend @Jbarker ‘s suggestions on getting a strong head start in DCS On that note, Jordan’s taken it a level up to share some best practices to ensure there aren’t too many customer touch points between digital and other teams. Key points to remember:Relationship focus: In DCS, focus on building a relationship between your customer and the company - NOT a relationship with a person and that particular customer. Consistency every where: Work with other teams in your company to achieve a consistent brand & voice. Use your advantage wisely: Being in the CS team lets you have a good understanding of the customer experience. Use this position to your advantage to influence & encourage a cross-functional approach to customer engagement. Are there any additional best practices you would suggest to ensure consistency across customer touchpoints? Hoping to learn from you all!
Hi Gainsight community - first post for me.I would like to ask a generic question on Customer Success (are more genetically on Customer Experience).Any software company receives questions of different types in its support channel - in our case at OutSystems e receive lots of “How To” questions that are not product issues. These are questions relate with best practices of how to use the product or simply “request for help” to understand why the customer implementation is not working as expected (troubleshooting). My question is - how do you deal with these Q&A coming via the support channel in your companies?I see a few options:have the support team answering these HowTo questions (it’s included in Support) Have the CS team answering these questions in a pooled capacity(handover from CS to Support) Have a professional services and digital offer to cover for this Q&A - only paying customers will get answers to HowTo questionsWhat do your teams do to deal with this constant stream
🚀 "Revolutionizing CS with AI: How Moveworks saved 4,000+ Work-Hours in just 6 Months with Gainsight! 🚀
Ever wondered how to supercharge your Customer Success team with automation through Gainsight? Look no further! 🌟 Join us for an eye-opening journey as Moveworks reveals how they saved over 4,000 hours in just 6 months by seamlessly integrating AI, automation, and Gainsight. 💡 Key Achievements:3x improvement in Joint Success Plan throughput. Saving over 4,000 total CSM hours, making every minute count. Automatically summarized 4,800+ calls for actionable insights. Sent out a whopping 2,000+ emails with precision and ease. Generated 1,200+ decks at the touch of a button. Witnessed a stellar 32% increase in ARR managed by CSMs since kicking off these efficiency initiatives. This incredible journey is your gateway to redefining the future of customer success! 🚀 🗓️ Save the Date: September 28, 8 AM PST/11 AM EST. 📌 Register Here Don't miss out on this opportunity to unleash the power of Automation with Gainsight. —see you there!
Executive Business Reviews (Part 1) - Make Them Taste Good I was fortunate enough to recently attend one of our amazing corporate hospitality events that Gainsight hosted for Customer Success Leaders in London, where they were taught how to make delicious hand-made pasta from scratch.As the chef was guiding us on what to do, it got me thinking. Customer Success is a lot like cooking. You need to have all the right ‘ingredients’, such as a robust Success Plan, strong Stakeholder Alignment and visibility into Customer Health. However, it is the Customer Success Manager (i.e. the chef) that makes the magic happen (or, using my analogy, the food taste good). Keeping with the above theme, If you've ever read the “The Customer Success Professional's Handbook” (Chapter 8 - Section 6), then you will recognise the analogy of treating a Quarterly / Executive Business Review, like a meal. Once again, it needs all the right ingredients and you are responsible for preparing them correctly: -There
Inspired by Pulse, I’m revisiting a document I created exactly a year ago but completely overthought so I avoided posting it 😅As a member of Gainsight's Customer Operations team, I've been asked numerous times about how we manage our team's operations, including administering our Gainsight and Zendesk instances, enabling our CSM and Support teammates on internal processes, and implementing strategic programs for our customers. While I’ve had many one-off conversations, I’ve struggled to pull together all of the details to share more holistically. This is me holding myself accountable (hopefully). I'm planning to write a series of posts that will hopefully provide insights into the key processes that we’ve built at Gainsight that I hope are helpful!Here’s an overview of what I’m planning - what else would you like to see/learn?Sprint Planning: Discover how we allocate our team's time between strategic initiatives and run-the-business operations. I'll share how we use a planning board
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at firstname.lastname@example.org and we'll help you get started from where you left.
Else, please continue with the registration below.
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.