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6 days ago

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Deliver Customer Success

Deliver Customer Success

Explore inspiring success stories and best practices for effective Customer Success

633 Topics
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Jessica.Quazza

started this topic

📚 New Book Launch Announcement 📚

Gainsight is excited to announce the upcoming release of our 5th book published with Wiley. Authored by Nick Mehta and Kellie Capote, this l...

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...

seth

started this topic

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...

633 Topics

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JKucekGainsight Employee: Shoshin

posted in Deliver Customer Success

Leveraging Collective Wisdom: Key Insights from Gainsight's Healthcare Brain Trust

We recently hosted the first of our four part Healthcare Brain Trust series bringing together healthcare tech’s finest with the goal to tackle common challenges and brainstorm solutions around Customer Health in a collaborative environment. Key Themes included: ✍🏻 The importance of understanding and implementing effective customer health scores and the challenges and opportunities associated with data sensitivity and privacy. 🙌🏼 We also explored the value of having clear definitions for metrics that resonate across different departments to ensure a cohesive strategy. 💪🏼 We discussed the ongoing need to adapt and refine health scores based on actual customer experiences and the potential benefits of segmenting these scores according to customer maturity and product lines. I look forward to continuing our discussion on May 21st and going through some practical applications, as well as tackling some of the challenges we identified.

5 hours ago

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)

9 hours ago

lane_hGainsight Employee: Golden Ruler

posted in Deliver Customer Success

Creating Risk Playbooks for Managing Risk

Managing risk within your portfolio is close to, if not, the number one priority for CSMs. Many find themselves hesitant to open risks for their customers because they are concerned it might seem like they aren’t being a successful CSM. However, I would argue that identifying risk in your portfolio and raising it makes you a more successful CSM. As leaders, it is our role to ensure team members have a way to identify risks in their portfolio and share them back with the organization. One of the best ways to do this is to have a Call To Action (CTA) type in Gainsight for Risk. The good news for you is that “Risk” is an out of the box CTA type in Gainsight. So you are already on your first step there! This allows your team to create CTAs for each risk in their portfolio. Then your leadership team is able to see reports on how many risks are in the customer base (more on this later). When you’re starting a Risk process, best practice would be to identify 2-3 main risk types. Typically,

21 hours ago

sethGainsight Employee: ACE

posted in Deliver Customer Success

CS Ops Compensation Benchmark Survey Results

Compensation data has not existed specifically for Customer Success Operations. In January 2022, Gainsight and the customer-run Gainsight Global Admins community collaborated to gather the first set of benchmarks.Our anonymous survey received 296 responses. Gainsight customers likely represent a significant portion, but the survey was also publicized broadly. Responses were encouraged from all types of CS Ops professionals.See the ResultsPDF attached belowReactions? Questions? Post them below!

6 days ago

Jessica.QuazzaGainsight Employee: Rookie

posted in Deliver Customer Success

📚 New Book Launch Announcement 📚

Gainsight is excited to announce the upcoming release of our 5th book published with Wiley. Authored by Nick Mehta and Kellie Capote, this latest title provides a deep dive into Digital Customer Success. The book includes incredible contributions from across the customer success industry—many of whom you can find here in the GameChanger Community! Whether you’re a budding CSM or a seasoned executive, this book is crafted to empower you with the knowledge to lead and innovate in Customer Success.Available for pre-order now through online retailers like Amazon, Barnes & Noble and Target. Digital Customer Success is packed full of guidance on digital-led CS strategies, including: Strategic Digital Transformation: How to scale your operations while enhancing customer experience using automated systems that maintain a human-first approach. Digital Customer Success Roadmap: Insights on moving from a tech-touch approach to a more robust digital customer success strategy that benefits al

7 days ago

john_mcdonoughGainsight Employee: Shoshin

posted in Deliver Customer Success

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!

1 month ago

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:

2 months ago

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

2 months ago

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

2 months ago

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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2 months ago

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!!

2 months ago

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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2 months ago

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

2 months ago

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)

2 months ago

linda_lamRegistered User

asked in Deliver Customer Success

Integration with ReferenceView (RO Innovation)

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

2 months ago

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

2 months ago

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!

3 months ago

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

3 months ago

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

3 months ago

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

3 months ago

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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3 months ago

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

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3 months ago

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