Deliver Customer Success

Explore inspiring success stories and best practices for effective Customer Success

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smondreti
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smondreti
started this topic

Introducing Gainsight Benchmarks - a new way to compare your post-sales...

What’s a good CSM to Account Ratio? What about Avg. ARR per CSM? How does NRR & GRR compare in the segment we operate? How do we benchma...
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seth
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seth
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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-e...
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629 Topics

sarahmiracle
ACE
sarahmiracleACE
posted in Deliver Customer Success

Tracking user adoption of Gainsight

If you’re looking to analyze the usage of Gainsight among your users, there are a few ways that this can be accomplished, and I wanted to share how we went about tackling this problem.Ultimately, we didn’t use the GS Asset Tracking object for our use case. We were less interested in the reports/dashboards being used, and more interested in the results we were expecting to see (the outputs, like Timeline activities and CTA movement).  Business Impact: As a member of CS Ops, CS Leadership, & CS Systems, I want to understand how our users are adopting Gainsight and adhering to their expected usage of the platform.Description: Build a dashboard that outlines key indicators of adoption/usage:Log in frequency Logging activities to Timeline Acting upon created CTAs Updating CSM Sentiment in health scorecardThe dashboard answers questions such as… Logins Who are the top users based on logins? Top 10 Users This Month User Login History object, Count of Login Time and MAX of Login Time

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sarahmiracle
ACE
22 hours ago
S
Shoshin
Sharon BokShoshin
posted in Deliver Customer Success

ROI Savings

Find out how nCloud Integrators Expert Services team worked with apree health to save the company approximately 100 hours per year in Quarterly Business Review (QBR) preparation time and 30 hours per month training new customers in this case study with Joseph Beker, Manager of Customer Success Operations for apree health. https://www.ncloudintegrators.com/projects/apree-health--case-study 

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Shoshin
12 days ago
J
jawoolford1Registered User
asked in Deliver Customer Success

Partner NPS

What is best practice for collecting NPS from Partners (both implementation and resellers?)  Additionally, how are you gathering feedback from your Partner’s customers that have your products? Thinking it could be helpful to use that for mutual accountability in our partnerships and understanding additional areas where we can support/enable our partners.  Any advice is greatly appreciated!

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J
19 days ago
DannyPancratz
Grand Slammer
DannyPancratzGrand Slammer
posted in Deliver Customer Success

NPS best practices and innovative approaches

I’ve recently taken on our NPS program.From my research, the practice seems to be pretty standard: Quarterly, Semi-Annual, or Annual Surveys In platform and/or via email  Short surveys Rating scales Open text box for comments Maybe 1-2 other questions, usually Which areas drove their score Which areas most need to be improved Follow up with Detractors Is there anything innovative or best practice beyond the core approach that you do or have seen done? (Caveat: We’re only a CC customer so far, not PX or CS, so looking for programatic tactics, not Gainsight-specific features. Though any helpful GS features could help us map a path to those other solutions)

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DannyPancratz
Grand Slammer
22 days ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
posted in Deliver Customer Success

Recording: Webinar on the Future of Customer Success: Harnessing AI in Day-to-Day as a CS leader

@shantan_reddy and I led a webinar on how AI and how it's reshaping the way Customer Success Leaders operate every day.Here is the recording of the webinar:  

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meenal_shukla
Gainsight Employee: MVP
1 month ago
aaronhatton
Gainsight Employee: Veteran Rookie
aaronhattonGainsight Employee: Veteran Rookie
posted in Deliver Customer Success

The Art of Personalization at Scale

At Gainsight, we’ve recently been driving the strategy of personalization at scale for our digital customer success motions. Just last week, I had the opportunity to take a deep dive into this topic, sharing some of what we’ve learned as part of a webinar. If you weren't able to join, don't worry - you can check out the recording here. Demystifying PersonalizationBefore I delve into "how", it's important to understand "why" large-scale personalization is critical, and mastering digital customer success requires orchestrating a seamless blend of hyper-personalization, automation, and scalability, all while preserving genuine human connections. We often refer of these moments of connection as "off-ramps" – a chance for customers to interact with us directly, even in a scaled environment. Lessons from the Titans of the B2C WorldWe’ve been drawing knowledge and inspiration from B2C giants like Amazon, Netflix, Spotify, and YouTube. Their approach to unlocking the puzzle of successful perso

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aaronhatton
Gainsight Employee: Veteran Rookie
1 month ago
lane_h
Gainsight Employee: Golden Ruler
lane_hGainsight Employee: Golden Ruler
posted in Deliver Customer Success

How to transition customers to a low touch engagement

I’m seeing more and more organizations put the importance on digital led segmentation as they go into the end of the year. It is important to focus on digital led strategy to plan for durable growth over the next few years. The question I’m seeing get raised is “How do we transition customers into a digital led/digital first program?” This question is one I faced last  year as we were building out our segmentation. The hard part was I couldn’t find many resources on how to do this. However, I did have some great conversations with people at organizations who had to make changes to customer engagement models (high touch to mid touch, changing CSMs). We took some of these best practices and applied them to our approach. Determining when to transition customersThere are three ways we identified when customers should move engagement models:Evaluate their current engagement - Look back at the data you have. Which customers meet the criteria for the new engagement model you are moving them t

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brian.okeeffe
Shoshin
1 month ago
revathimenon
Gainsight Employee: Golden Ruler
revathimenonGainsight Community Manager
published in Deliver Customer Success

DCS Scoops w/ Alizée Levavasseur: Best practices for contact data management in DCS - P2

Hello all,Here’s Part 2 of the Contact Data Management Best Practices from our community friend @alizee 🔥  3. Legal compliance for data processing:Establish a legal basis for processing data, particularly for individuals who opt out. Sync information from CRM to Gainsight for streamlined compliance. More in-depth details in the video  4. Use data for informed decisions:Identify individuals with outdated or invalid email addresses. Set up automation for detecting hard bounces and rejected emails. Notify stakeholders and identify replacements promptly with automation. Bonus Tip: Leverage Out of Office messages effectively - watch at 00:33 seconds To end this on a quote from Alizee that I truly LOVED: “Don’t be scared to start even if your data is not perfect. As you do more Digital CS, it’s really going to help you clean your contact data.” If you’ve got any further questions, she’s all ears in the comments section! 

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zdsiegert
Veteran Rookie
1 month ago
Jen.Lyons
Jen.LyonsRegistered User
asked in Deliver Customer Success

Evolution of Team supporting Gainsight

I’m interested in learning about the different ways teams are set up to support Gainsight, as I need to put together a maturity model for my team of how they’re going to evolve. I’d like to understand how other Gainsight customers are taking requirements, building content, working with Admins and what admin-type work non-admins do within your organization. This will help me think through options I may not be considering as I grow my team. would anyone be open to a quick chat with me? Thanks!!  

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Jen.Lyons
1 month ago
revathimenon
Gainsight Employee: Golden Ruler
revathimenonGainsight Community Manager
published in Deliver Customer Success

DCS Scoops w/ Alizée Levavasseur: Best practices for contact data management in DCS - P1

Hi everyone,I’m thrilled for this series to kick off again for this year with a member who has been an unstoppable force in our community here, helping community members so much that she even holds a record for it @alizee 🔥Her expertise shines through as she delves into best practices for contact data management in digital segments. Let’s get into the nitty gritty details… What are some of the best practices?  Initial Customer Data Cleanup: Ensure uniformity in capitalization or lowercases Avoid  mixing last names and first names. Leverage email IDs to locate first and last names. Eliminate the use of awkward greetings like 'Hi Last Name' to foster positive customer relations.  Guiding customer journeys:  Those who have SaaS probably has personas already identified into their platform For others or those with intermediaries, use job titles as a preliminary identification method. Adjust strategies based on initial engagements.  👉🏽 Best practices continued in Part 2 here! 👈🏽

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revathimenon
Gainsight Employee: Golden Ruler
2 months ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
posted in Deliver Customer Success

Customer Cheat Sheet: Some key points to consider as you roll this functionality out

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

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M
2 months ago
S
Shoshin
Sharon BokShoshin
asked in Deliver Customer Success

A Guide to Operationalizing Your CS Outcomes

To operationalize and connect outcomes, a structured approach is essential and helps focus your efforts from sheer activity to strategic value creation. In this blog article, Kate Griffin, VP of Professional Services for nCloud Integrators, discusses a framework for operationalizing your Customer Success (CS) outcomes and 4 essential principles that can help you unlock the full potential of your CS efforts. Read the article here: Maximizing Value: A Guide To Operationalizing Your CS Outcomes (ncloudintegrators.com) 

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S
Shoshin
2 months ago
linda_lam
linda_lamRegistered User
asked in Deliver Customer Success

Integration with ReferenceView (RO Innovation)

Is anyone using ReferenceView and/or integrated Gainsight with this tool? 

6
kelly
MVP
2 months ago
smondreti
Gainsight Employee: Shoshin
smondretiGainsight Employee: Shoshin
posted in Deliver Customer Success

Introducing Gainsight Benchmarks - a new way to compare your post-sales performance

What’s a good CSM to Account Ratio? What about Avg. ARR per CSM? How does NRR & GRR compare in the segment we operate? How do we benchmark ourselves against our peers for these types of performance metrics?These are some of the typical questions that come up across our customer base and across the market. However, finding reliable sources that consolidate post-sale KPIs for comparison with peers in your segment is challenging, if not impossible. The problem further deepens, as these metrics are constantly changing as companies mature and develop Scaled & Digital CS approaches.Don’t worry, It’s going to be a problem of the past with the arrival of Gainsight’s new Benchmarks tool.Gainsight Benchmarks will help companies identify areas of strength and opportunity across 8 post-sale KPIs. You can analyze KPIs with interactive visualizations and filters to narrow down the metrics to the segment you belong to.Get Started with Gainsight Benchmarks with three simple steps!1.  Log into

1
Kenneth R
Gainsight Employee: Veteran Rookie
2 months ago
nick_morris
Gainsight Employee: Rookie
nick_morrisGainsight Employee: Rookie
posted in Deliver Customer Success

Gainsight Leader Day in the Life Webinar - 1/31/24

I’m excited to be hosting a webinar that has been a popular one amongst customers that I’ve done it 1:1 with, so I thought I’d try it as a webinar. Join me for a session on how I leverage Gainsight on a daily basis to manage my team, and how you can also supercharge your use of Gainsight to get meaningful insights that help drive proactive actions to achieve stellar customer outcomes! 📅 Date: Wednesday, January 31, 2024🕒 Time: 1pm CT📍 Where: Register Here 🚀 Webinar Highlights:Manage your team and customers efficiently using Gainsight. Identify missing processes and reports in your operating rhythm. Establish clear expectations for your team to drive proactive actions. Let me know in the comments below if there is anything in particular that you’re looking forward to hearing about in this session, or if you’re doing anything in particular today to manager your team that is working especially well that everyone should know about! 

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nick_morris
Gainsight Employee: Rookie
2 months ago
S
Gainsight Employee: Shoshin
SumalathaGainsight Employee: Shoshin
posted in Deliver Customer Success

Recording: Day in the life of a CSM Manager - Mastering Gainsight for Effective Customer Success Management

If you missed our webinar on January 31 on A Day in the life of a CSM Manager - Mastering Gainsight for Effective Customer Success Management hosted by Nick Morris, Manager, Customer Success, Gainsight. You can find the recording and a copy of the slides below.During this webinar we discussed:Manage your team and customers efficiently using Gainsight. Identify missing processes and reports in your operating rhythm. Establish clear expectations for your team to drive proactive actions👉🏼Slides 

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S
Gainsight Employee: Shoshin
2 months ago
DannyPancratz
Grand Slammer
DannyPancratzGrand Slammer
posted in Deliver Customer Success

Quantitative Customer Health Metrics for B2B SaaS

What are your top 3-5 metrics for measuring Customer Health?We don’t use Gainsight CS yet (hopefully down the road). We’re just getting our feet under us in a reorganized/refocused CX org under a new Chief Customer Officer. Our historical way of measure customer health relies on a lot of subjective data and qualitative inputs. We’re looking to switch to tangible, quantitative metrics that remove subjectivity. Customer Health will be one side of the coin, sentiment (NPS) will be the other.Industry: B2B SaaSSaaS: app-building platform 

6
seth
Gainsight Employee: ACE
3 months ago
aaronhatton
Gainsight Employee: Veteran Rookie
aaronhattonGainsight Employee: Veteran Rookie
posted in Deliver Customer Success

Why Personalization in Digital Customer Success Matters: A 400% Surge in Webinar Registrations!

Yes, you read it correctly – we achieved an astonishing 400% increase in webinar registrations! Setting the StageIn the realm of webinars, it's easy to find solace in routine – the same emails, in-app banners, and messages sent uniformly to all our customers. However, true progress arises from challenging the norm. That's precisely what unfolded in our latest webinar. The Power of PersonalizationHypothesis: Personalizing messaging based on the customer's role will significantly enhance registrations and attendance.It may sound straightforward, but the impact was extraordinary. We set out on a mission to test the transformative power of personalized communication.The ExperimentWe decided to shake things up by crafting two versions of every email, in-app engagement, and every piece of communication. The personalized version was tailored to the unique roles of our diverse customer base. Then, with bated breath, we hit send. Unveiling the ResultsThe outcome was nothing short of spectacular

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aaronhatton
Gainsight Employee: Veteran Rookie
3 months ago
revathimenon
Gainsight Employee: Golden Ruler
revathimenonGainsight Community Manager
published in Deliver Customer Success

WorkTango’s Digital Journey: Cracking the Code (Part 1)

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

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dayn.johnson
All Star
3 months ago
revathimenon
Gainsight Employee: Golden Ruler
revathimenonGainsight Community Manager
published in Deliver Customer Success

WorkTango’s Digital Journey: Cracking the Code (Part 2)

Hi everyone,As promised, we are back to the 2nd part of this series and things just keep getting more interesting chatting with @dre.heffington, @Laura Rexford & @barbnitke . Let’s dive right in!⭐ICYMI - Part 1 Recently, you also introduced a Digital CSM role in your Digital journey. What inspired the decision? What are some key skills of a Digital CSM that’s important? “ Quantity or managing to scale was the major reason for the decision.” All companies face the issue of limited staffing and resources, so we tend to have to make a pivot to ensure we continue to create exceptional experiences for all multitudes of customers. Effectively managing at scale through digital channels is crucial in achieving this goal. It also works well since it aligns with the kind of experience the customer wants. Customers do the majority of their work digitally - how they purchase, researching on their own, looking for partners who can deliver. That doesn’t change once they become a customer. “It’s

260
revathimenon
Gainsight Employee: Golden Ruler
3 months ago
aaronhatton
Gainsight Employee: Veteran Rookie
aaronhattonGainsight Employee: Veteran Rookie
published in Deliver Customer Success

Level up your Digital CS strategy with Calendar booking links

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

2438
Wihoward
Shoshin
3 months ago
nbelanger
Gainsight Employee: Shoshin
nbelangerGainsight Employee: Shoshin
posted in Deliver Customer Success

Are You Ready to Elevate Your Customer Success Game?

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!

1
nbelanger
Gainsight Employee: Shoshin
4 months ago
M
Gainsight Employee: Shoshin
mstollenwerkGainsight Employee: Shoshin
posted in Deliver Customer Success

CSM Roundtable Follow-up: Transitioning from Reactive to Proactive Risk Management

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!

0
M
Gainsight Employee: Shoshin
4 months ago
gpedenzini
Gainsight Employee: Shoshin
gpedenziniGainsight Employee: Shoshin
published in Deliver Customer Success

Getting Started with Change ManagementBlog

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

780
gpedenzini
Gainsight Employee: Shoshin
4 months ago
lane_h
Gainsight Employee: Golden Ruler
lane_hGainsight Employee: Golden Ruler
posted in Deliver Customer Success

Structuring Your Digital Customer Success Team: A Glimpse into Gainsight's Approach

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

1
matthew_lind
MVP
4 months ago

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