Customer Success Inspiration
Discuss tactics to help you and your customers achieve incredible success
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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
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
Thanks to the more than 40 folks who attended our first ever CSM round table on Adding Value at every touchpoint where we did a quick review of this Pulse Session: Not Just a Check-in! Key Elements to a Strategic Cadence Call, went into some breakout sessions to meet others and address discussion questions, and then came back together to share key takeaways. If you attended (and even if you did not) please share feedback on any topics you would like us incorporate into upcoming CSM Round Table sessions and post any burning questions here and we will answer. Recording below and breakout takeaways with discussion questions attached
🚀 "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!
Hello folks,Are you someone who is newly stepping into the world of DCS?Or maybe someone who is sailing through the early stages of your DCS journey?Our community friend, @jasonaugello from NAVEX has got your back, with these 3 tips to start you strong in your new DCS journey. P.S - A huge shootout to Jason who was so enthusiastic to partner on this series, to share his experiences & learnings, back to our community here! 🤝🏼 Here’s a quick glimpse:Automate your customer lifecycle : every customer will definitely go through a lifecycle. Watch the video for a key example - 00:13 Ask your CSMs : Find out what emails they're firing out consistently. What templates are they using for FAQs? By automating these, you free up your CSMs to do what they do best – build relationships. Start somewhere : Learn by doing. You’ll discover what works and what doesn’t, as you go on your DCS journey and don’t let perfection get in the way of starting something good As much as Jason is curious to kn
What’s a good Account:CSM Ratio or ARR Managed:CSM Ratio?The question comes up weekly, if not daily across our customer base and across the market.Plus, these benchmarks are changing as companies move more fully into Scaled CS approaches including Digital CS programs, 1:Many Events, and Cohorts.Here’s the latest from Gainsight. Finally, here’s an estimate of ARR per CSM by ACV
Gainsight Example: Validating Leading Indicators w/ Financial Outcomes (Adoption + Verified Outcomes)
💰 How do you develop confidence in your ability to impact GRR/NRR?Post-sale teams are tasked with driving GRR and NRR - the key lagging metrics of a SaaS business. If the bucket is too leaky, there’s no way to get off the ground (GRR). And if you can’t consistently expand with customers, you won’t stay in orbit for very long (public company NRR median is ~115%, top quartile is 120%+).🚦 What are your leading indicators?What actually impacts these lagging metrics is a question that must be continuously assessed and answered. Our leading indicators drive our Health Score. Specifically for measuring outcomes, we use the “DEAR” Framework. Each measure and threshold is based on correlating performance 6 months before the renewal with the renewal outcome:At Gainsight, we’ve shifted to re-assessing health scoring to 2x per year vs. annual or more as market conditions change quickly.📊 What did we learn this quarter about our leading indicators?We reconfirmed the “recipe” continues to be tw
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
Scheduling meetings can be very time consuming; and can often be the reason why customers don’t schedule meetings at all. Reducing the friction between both account management teams (i.e - Customer Success Managers, Account Managers, Solution Architects, etc.) and customers can help significantly with improving the response rate of your requests for a meeting. One tool to help with this is Calendly. A popular calendar booking service that allows third parties to select a time slot that is convenient for both them and you, without the need for long email chains back and forth. Calendly in particular has some great features such as round-robin scheduling (great for pooled teams) and group bookings (great when you want both a Customer Success Manager and Account Manager to attend). Once your team has selected a tool such as Calendly, the next challenge is getting your customers to book the time at the right point in their customer journey. This can vary between all sorts of different use
In our monthly meetup group about the CS Ops of Digital Customer Success, we spoke in July 2023 about how self-serve resource centralization and customer education can enhance your digital customer success journey. Here’s what we learned! 📝 Note-taking slides from the breakout roomsLearn about these meetups in the future by signing up for the monthly CS Ops Newsletter.
Hi everyone - after a small hiatus, I’m back with another post to share how we run CS Ops internally at Gainsight. If you missed the first post, you can check it out here. I discussed how we run our quarterly planning and sprint processes. Today, I’ll be discussing one of my favorite tools to foster learning within our team - Retrospectives!In the ever-evolving landscape of customer success, staying ahead means continuously adapting and improving strategies and operations. Incorporating regular retrospectives into your CS Ops team can help achieve this goal. These retrospectives foster teamwork by providing a space where team members can share without judgment and find common ground in their work. Why Retrospectives are Valuable Retrospectives foster a culture of continuous improvement and teamwork. Through regular check-ins, teams can analyze what worked well, what didn't, and formulate action plans for the future. This not only promotes efficiency but also nurtures a more collaborati
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
What on earth is a “Value Accelerator”?If you're reading this, you're likely eager to make your customers ultra-successful, but ultra-efficiently for your team. Say hello to the Value Accelerators program I’m inventing. I wanted to share what I’ve learned so far.This is more than education; it's a results-focused, multi-session boot camp, including homework. Participants will work collaboratively to actually build specific products. (In the case of Gainsight CS, this means that they will configure workflows.) Instead of relying on your team for advice, ideas, and hand-holding, your customers can lean on a different group: Each other. (You would teach them the necessary knowledge through a curriculum of webinar recordings, blogs, education courses, etc., not live training.)Whatever it is your customers commonly need to achieve, this type of program is not just about acquiring skills, but about applying them in real time to create tangible impacts.In the past few weeks, I’ve spoken to n
Gainsight hosted our first Customer Advisory Board focused on Customer Education with an amazing group of education and post sale leaders. Learn how companies are blending education and customer success to scale. See below for Summary, Key Points, How to Get Started, Common Org StructuresSummaryThe lines between educating users, driving adoption and guiding customers to achieve ROI are completely blurred. If your education programs are not strategically woven into your post-sale experience, you’re missing a huge opportunity to scale while increasing adoption, retention and expansion!The discussion focused on improving the customer experience through education, aligning customer education and success, and using data/metrics to demonstrate education impact. Key themes were enabling customer and CSM efficiency and utilizing CSM insights to enhance content. View the recordingKey PointsThe ultimate educational experience from the customer's perspective is seamless, searchable, easy to acc
We have implemented Gainsight within the last 1.5 years. We’re still maturing and expanding our usage of Gainsight as well as standardizing some of our processes across teams. As part of the CS growth we’re bringing in resources for a CS Ops role. Right now, we have an admin, project manager, business analyst, and product manager, so this would be outside of one of those roles. I’m looking for input from the community on how you utilize this role and areas you really feel like they provide the most value.
Hi GS Fam! I’m hoping to draw some inspiration from y’all around tracking customer goals via a Success Plan. I would LOVE to see if y’all can share your best practices around the process and documentation. A simple screenshot of your plan info section would suffice too! We are in the middle of really REVAMPING how we track, document and manage these bad boys via Success Plans, would love some inspiration and best practices! What we are looking for: We want to record Customer Goals (easy) Document current KPI measures Document target KPI measures Document customer outcomes I know it’s easy to just create a text field and document these, but looking to see if anyone has more innovative ways, even if it means changing the overall process. Thanks! Andor
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
Hello folks,The topic I’ve picked this time is one that I bet resonates with all of us - AI. I can already see the wheels turning in all your minds - buzzing with thoughts & experiences to share! 🙌🏽Navigating through that cascade of thoughts, we have a Digital Customer Success virtuoso @harshibanka sharing her insights on a critical realm: AI & Digital Customer Success.Side note - when she’s not being a wiz in DCS, she’s our in-house DJ who recently brought fire to the stage at Pulse US 2023. 🔥 There are 2 primary ways that AI can impact Digital Customer Success: Customer Effectiveness: 2 categories here are: Real Time Assistance - AI powered chatbots and virtual assistants can help provide real time help to customers, in turn improving customer service. Enhancing customer experience by leaps and bounds - AI can use past behaviors, interests and patterns of your customers to provide personalized experiences. This will result in accelerating value realization through incre
Working on Digital CS motions, there's one thing that comes up over and over: having the best strategies is great - but aligning teams around those strategies is often really, really hard. Keeping everyone aligned, whether at work or in life, means juggling a lot of inputs and needs and working together to be successful. It’s something I’ve seen at Gainsight (working on several cross-functional projects at the same time) and outside of work (trying to get my 2 and 4 year old daughters on the same page definitely requires some expert-level collaboration and juggling - and lets face it, they win most of those rounds). Digital Customer Success can be executed in different ways by different companies, and with different alignments in between. But often teams struggle with this question in the same ways - how do you work effectively, together, with competing priorities. I’m really excited to be a part of next week's webinar with Drift’s Director of CX, @emilymm519 , to answer this exact que
Are you ready to delve into the heart of our platform? Let's explore some incredible features that give you the keys to understanding and optimising your user experience. Tag & Identity Code: Seamlessly track user interactions and behaviors across your product, giving you invaluable insights into user journeys. Add Product - Users, Accounts: Effortlessly manage user accounts and gain a deeper understanding of your user base. Audience Explorer, Accounts Explorer: Dive deep into audience demographics and account data, helping you tailor your strategies effectively. Product Mapper - Module & Feature - URL, TAG UI, Custom Event: Map out your product's landscape and analyze specific modules, features, and URLs for optimized performance. Engagement - Dialog, Guided, Email, Slider, Survey: Craft personalized engagement strategies through various mediums, fostering meaningful connections. KC Bot - Bots, Articles, Badge, Feedback Tab, Search Tab: Harness the power of AI with our Kn
🎉 Whoa, the webinar was absolutely fantastic! 🎉 A huge shoutout to the incredible Champion @melissa_allen for launching our First Spotlight series CS with such a bang! The collaboration between @lane_h and @melissa_allen was nothing short of amazing. The key lesson that resonated with me was mastering the art of managing that 80% of customers responsible for 20% of the ARR. And the best part? They shared how to achieve this in a digital yet incredibly personalized manner. Melissa's insights struck a chord with me: the secret lies in starting small, meticulously testing on a small scale, fine-tuning through iterations, and then scaling up. No doubt, I'm on a mission to spread the word and share this remarkable recording with everyone! 🚀Click here to Access the link. For those who couldn't make it to the Okta webinar, I highly recommend diving into the recording. One particularly intriguing strategy they discussed was harnessing variant emails to deliver tailored messages to specif
Hello everyone!I have a quick question for you - Have you heard of MAGIC?Not the usual ‘pull a rabbit out of a hat’ magic trick (although I still continue to be amazed by it every single time). I’m talking about something different - well, not really me, but we have our DCS wizard @tyler_mcnally sharing a major tip to help you figure out how to bring MAGIC in the Digital Customer Success experience. Moment: What's the event or scenario you are trying to influence with digital? Action: - What is the specific user behavior you want to drive? Glee: - how do you infuse the experience with some joy or entertainment? Invitation: - After the user complete's the action, what's the next invitation to act? Confirmation - What data are you measuring to confirm your digital experience is having the right impact?Does this framework resonate with you? What would you change? Do you have an example of a digital engagement that’s working great for you? Would love to learn from you!
I'm looking to understand what other CSM Leaders are doing in regards to portfolio reviews with their CSMs. I would like to review the accounts and set goals with my team for the year. I"m thinking of including the following items, but want to see if anyone else has done this and has some suggestions? - Engaged vs Not Engaged - why not, what are we doing to change that? - Time spent in accounts - are we spending the right amount in the accounts, are the activities productive or redundant? - Create goals around MBOs Thanks in advance for any ideas!
Hello everyone,Hold on to your hats! I’ve got someone special this time to chat about a key part in Digital CS - you couldn’t have possibly missed the in-depth post about two game-changing ways to execute digital onboarding programs. You know where i’m going with this 😉 This round, we have @Tori Jeffcoat back to unpack not one, not two, but 3 stellar practices for Digital Onboarding success⬇: Guide users to your highest value feature: Map out the flow and journey of your customer to point the users to things that matter most and get them to adopt the most critical elements of your product. Have a person to fall back on: While your onboarding content is self-serving and self-guided, provide options to users/customers to reach out to the team when they need it. Provide on-demand training & education: Provide these to customers who need or want more detail, to support your programmatic digital onboarding steps with additional value-add content. If you’re getting that itch of curiosit
One of the questions I get asked a lot is where to start when creating a digital customer journey. It’s one question that I always hesitate to answer because the true answer is “Well, it depends”. It depends on what processes and automation you have in place currently, who your customers are, and what products you are offering. In my opinion, it’s best to first map out the existing customer journey, noting which parts of the experience are manual, and which are automated (or perhaps could be in the future). Once you have that mapped out, look for the low-hanging fruit, the easy wins if you will. This is commonly found in the very first step of your customer journey. The new customer welcome email.Think about your shopping habits and the experience that come with them. Whether you’re buying a new family car or furniture to be delivered. The person serving you thanks you for your purchase and may provide you with some additional information for you to read until the product is delivered.
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