Product Experience Best Practices

Share all ideas and best practices related to the Product Experience function

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The 2022 Product Led Growth Index

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63 Posts

anirbandutta
Gainsight Employee: Grand Slammer
anirbanduttaGainsight Community Manager
published in Product Experience Best Practices

The 2022 Product Led Growth IndexBlog

From the PLG report“In terms of both investment and implementation, an overwhelming majority of companies are committed to PLG. It’s clear companies understand that in order to reach their revenue goals, the focus must be on ways to use the product to improve the customer experience.”- Gainsight PX Founder and CTO, @mickey AlonHear him spell out some of the highlights, here Download the report hereand let us know your thoughts in the comments below.

430
anirbandutta
Gainsight Employee: Grand Slammer
1 year ago
aaronhatton
Gainsight Employee: Shoshin
aaronhattonGainsight Employee: Shoshin
posted in Product Experience Best Practices

#2minHowTo : Leveraging Gainsight PX and CS for Role/Persona Confirmation

As most organizations look to create a digital-first experience for their customers, it’s important not to forget some of the benefits of human-first. For example, when you meet with a customer, the conversation tends to change directions to cover everything from your customers personal role to their larger strategy. Creating a similar personalized experience in a digital-first environment is vital. We need to deliver key messaging, guidance, and support, proactively and at the right time. In order to do that, however, it’s important to have a similar conversation with your customers, to understand what’s going on with their business and what’s their role in driving the business forward. (Don’t worry, this doesn’t include ChatGPT - for now…) Let’s talk about why their role is important. By knowing if your customer is an individual contributor or manager, you can tailor the experience to better meet their needs. For example, in Gainsight CS a Customer Success Manager would be classified

0
aaronhatton
Gainsight Employee: Shoshin
6 days ago
J
javramovicRegistered User
asked in Product Experience Best Practices

Constraint on engagement selections

Hey all, I was wondering if there’s a way to put  a constraint on the number of options that can be selected in an engagement?Thanks!

0
J
18 days ago
mark_deegan
Shoshin
mark_deeganShoshin
posted in Product Experience Best Practices

CSM Round Robin Assignment

There’s been a bit of back and forth on this topic for a number of years now - Heres a potential solution  What’s changed recently within Gainsight is the release of Real Time Rules which is made this a little bit easier The below logic allows us to allocate CSMs to a Company Object based on the Oldest CSM Assignment First things first, We need to create a High Volume Object to Store the CSM Assignments In this example, we are going to assume that there are two types of CSM,  Customer Success ManagersSenior Customer Success Managers We are also going to assume that there are three possible regions USEMEAAPAC We are looking to assign CSMs in the same region as a customer in a round robin fashion based on the CSM Region matching the Customer Region and The CSM role matching the Managed By Field in the Company Object Creating the User Assignment Table The Only New Table that we will need for this is a CSM Assignment Table  The CSM Assignment table will have the following fields: CSM GSID

4
mark_deegan
Shoshin
24 days ago
jeremy_johnston
Team Captain
jeremy_johnstonTeam Captain
asked in Product Experience Best Practices

Gainsight CS NXT - Recommendations for Accessibility settings - Colors

Does Gainsight have any recommendations/best practices to share regarding the use of COLORS in Reports, Dashboards, Gainsight Home, etc?  I see an article for Gainsight PX but I’m not finding anything for Gainsight CS in Support Center.Thanks!JJ

2
jeremy_johnston
Team Captain
1 month ago
rohitsardeshpande
Shoshin
rohitsardeshpandeShoshin
posted in Product Experience Best Practices

CS Leader Zone - The New C/R360 Design - Biggest Leverage for CS Leaders

Hello Leaders in Customer Success, Gainsight's C/R360 feature is a customer 360-degree view that provides a comprehensive understanding of a customer's interactions, behaviour, and sentiment with your organisation.Here is why the feature really matters and excites the CS leaders: Single Source of TruthC/R360 provides a single source of truth for all customer-related information, including customer history, feedback, health score, etc which helps make data-driven decisions and take actions to improve the customer experience. Holistic Customer ViewC/R360 provides a holistic view of a customer’s journey with your organisation and enables the team to take clear actions based on the customer’s needs, preferences, and pain points. And all this with real time data on customer interactions and metrics. CustomisableC/R360 is customisable allowing you to tailor the view to your specific need and preferences. Gainsight recently redesigned C/R360 to significantly simplify from its previous ver

3
Revant_Amingad
Gainsight Employee: Rookie
1 month ago
rohitsardeshpande
Shoshin
rohitsardeshpandeShoshin
posted in Product Experience Best Practices

CS Leader Zone - Keep CSMs Up to Date with Journey Orchestrator Email Logging

Hello There!As a CS leader, you understand the importance of keeping your team in sync with their clients' needs and expectations. One way to achieve this is by ensuring that all communication with the client is documented and easily accessible.Gainsight's Journey Orchestrator feature now makes this even easier by logging emails sent through the platform into the timeline as an activity.But the real question is why exactly do we need to have emails logged to the timeline and how is this really helping? Here are key highlights on why this feature really excites and makes sense for the CS leaders: Increased Visibility and TransparencyWith all emails sent through Journey Orchestrator being logged in the timeline, CSMs can easily track the communication history with clients. This helps them stay on top of their clients' needs and be in sync with all the information their client is receiving. Improved collaboration and alignmentCSMs can quickly access the timeline to see what communicatio

0
rohitsardeshpande
Shoshin
1 month ago
rohitsardeshpande
Shoshin
rohitsardeshpandeShoshin
posted in Product Experience Best Practices

CS Leader Zone - Gainsight's Latest Success Snapshot Upgrade - Top Takeaways!

Hello CS Leaders,Gainsight’s Success Snapshot empowers the CS team to create data driven and visually compelling presentations for customer meetings.However, it all starts with a simple evaluation of where you are and where CS leaders want to be with their scalable customer presentation strategy. Here are a few pointers that CS leaders look into on a regular basis to keep their outcomes paramount. Check recent customer presentationsGet your team to share the last few EBRs / customer meeting presentations. This will help you with all information and components the team is currently sharing with the customers. List out Need-To-Have Data points and metricsLook for all the data points in those decks to analyse and figure out which one of those should really be part of the presentation. List out all the key components and data that stand out and should be part of all the future presentations. Aid with presentation templatesOnce you have a raw deck in your mind, help the team by putting t

0
rohitsardeshpande
Shoshin
1 month ago
rohitsardeshpande
Shoshin
rohitsardeshpandeShoshin
posted in Product Experience Best Practices

CS Leader Zone - The power of CSQLs - Insights for CS Leaders

Hi CS Leaders, Customer Success Qualified Leads (CSQL) is a sophisticated feature available in your instance of Gainsight.Here are the best internal practices (rather much needed prerequisites) for engaging CSQLs efficiently. Define CSQLs for your business & Internal AlignmentConversation across the board with all teams like sales, marketing, operations & having them in agreement with this efficient source of pipeline generation.   Incentivise & RecogniseBuild excitement and show off your team’s contributions to the pipeline.Validation and sense of impact goes a long way.   Empower your teamsHave detailed and well defined processes in play, data points to capture, metrics to be shared. CSMs should be well informed on the benefits of capturing and transposing CSQLs correctly.The above details in place set up your strategy for the big wins in CS.Here is a quick demo on the CSQL flow, reports, results inside Gainsight.  Why CS Leaders Should Care About CSQLs in Gainsight: (The

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rohitsardeshpande
Shoshin
1 month ago
aroberts
Gainsight Employee: Rookie
arobertsGainsight Employee: Rookie
posted in Product Experience Best Practices

Measuring Engagement Impact - Intake Process

Hello PX-ers! Pop Quiz: When should you start thinking of measuring the impact of your in app engagements?   A: Before your engagements even go live!  I find too many users aren’t thinking about how to measure their engagement’s impact until after it has been running.  They then have to make changes to put things in place for measurement and they lose valuable insights on impact in the beginning weeks. To Quote Benjamin Franklin- “If you fail to plan, you are planning to fail!” Hot Tip 🔥: Create an Engagement Intake Process and ensure measurement is included. If you create a process for planning an engagement, you can add elements important for measurement as a step and ensure they are included from the start.  Below is an example of a checklist to go through before creating and launching any engagement. This will match your plan to the configuration needed for measurement in PX. Planning Questions: Who is the intended audience? (persona, previous usage and what stage?)  Do you have

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aroberts
Gainsight Employee: Rookie
1 month ago
S
Sharon BokRegistered User
posted in Product Experience Best Practices

Office Hours on Journey Orchestrator, April 20

Are you curious about how you can take advantage of Gainsight’s Journey Orchestrator (JO) to deliver seamless customer experiences by combining human and digital outreach? Or, maybe you’re using JO today and want to explore ways to enhance what you have in place.  Join nCloud Integrators for an interactive Office Hour on April 20 from noon to 1 p.m. ET where our very own Grace Tester and Allie Ludowissi will answer your most pressing questions about JO, including best practices, real-life use cases and implementation steps. Click here to register today and submit a question you would like to discuss during the session. #CustomerSuccessStrategy #Gainsight #CustomerExperience #nCloudIntegrators #CSM #CustomerJourney #CustomerEngagement #nCloud #GainsightAdministration #DigitalCS #TechTouch 

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S
2 months ago
S
Sharon BokRegistered User
asked in Product Experience Best Practices

3 Steps to Implement Tech-Touch Processes in Your Customer Success Organization

As companies try to overcome inefficiencies, many Customer Success (CS) organizations are looking to automate tasks that can help win back precious time. A “tech-touch” strategy in your Customer Success organization will allow you to scale your operations, improve the effectiveness of your team, and engage your customers in a consistent and timely manner.I’ve worked with many customers to optimize their processes by implementing a tech-touch strategy.  When going down this path, there are a few things to keep in mind.   Define Your Customer Journey The first step is to take a look at each stage of your customer’s journey. Within each of these stages, document your customer touchpoints.  Taking the time to do this will go a long way in helping you realize where and how your team is spending their time.One of our customers, Popmenu, takes a very systematic approach to documenting daily work processes. Jess Kitt, Vice President of Client Experience with Popmenu discusses this process. “On

0
S
2 months ago
S
SurathRegistered User
asked in Product Experience Best Practices

How to add new field in NPS Response object?

How to add new field in NPS Response object?

1
achandak
Gainsight Employee: Rookie
2 months ago
E
EngunetRegistered User
asked in Product Experience Best Practices

Having a data export functionality to see what made by who

Hey Team, there is a report in salesforce (Data Export) , you can generate, download and see what change made by who in case of more than one admin in the instance. I think this feature also needed if it is available in GS data instance. There may be companies who have more than one Gainsight admins and who worked collaboratively on same data infrastructure. So far what we can see only Modified date and Modified by, but i think that is not enough unless there is a way to see exact change made . This will keep the GS Admin Team Synced on the instance.  Thank you!

1
alizee
MVP
3 months ago
Gainsight2022
Shoshin
Gainsight2022Shoshin
asked in Product Experience Best Practices

Search integration with Salesforce Knowledge for public documents

Has anyone integrated Gainsight’s Bot search with Salesforce Knowledge? If so, can you describe how you used this feature, and did you offer your customers access to Public docs? Interested in your success stories. (We have tested the integration set up, just want to learn more about how you successfully used this for your customers. )

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Gainsight2022
Shoshin
3 months ago
Gainsight2022
Shoshin
Gainsight2022Shoshin
posted in Product Experience Best Practices

Has anyone integrated Salesforce Knowledge for users, and if so, how are you using this for public facing content?

We are testing the integration of documents and articles within Salesforce Knowledge Base for our customers to access within the Gainsight Bot searches.We made the connection and are interested in learning how you utilize the integration so users can access public facing documents/videos from Knowledge.Thanks in advance. 

0
Gainsight2022
Shoshin
3 months ago
V
vwoodfordRegistered User
asked in Product Experience Best Practices

How do you configure In-app engagements when using Web Application Firewall (WAF)

When creating an engagement and wanting to edit in-app to tag a UI element, we are unable to do so. Our Web Application Firewall (WAF) which controls our endpoint thinks the Gainsight payload looks like a SQL injection and blocks it. How can this be resolved?

0
V
3 months ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Product Experience Best Practices

Win Free Live PX Training by Sharing What You Love about PX

New Instructor-Led PX Training Starts Feb. 14thThis Valentine’s Day we’re kicking off new virtual instructor-led training on PX! We encourage newer PX users to join us for live hands-on training, where you’ll get to practice building in-app Engagements, configure a Knowledge Center Bot for onboarding your new customers, and explore PX Analytics. There are 3 classes delivered over the course of 3 days. Register now with the code px-iloveyou-15 and receive 15% off!Contest Details - Win a Free Ticket to TrainingOr, just for fun, here’s how to win a free seat in the training! Comment here about something specific that you love about Gainsight PX by eod on Feb. 8th. For every comment, I’ll enter your name into a drawing, and then choose a name (or maybe 2 or 3 😊) on Feb. 9th! I’ll get us started…I love how easy PX makes it to communicate with users directly in my application! We use PX on Gainsight University and our Pulse+ training platform to share new courses, provide users with a way t

1688
lila_meyer
Gainsight Employee: Grand Slammer
3 months ago
S
Sharon BokRegistered User
posted in Product Experience Best Practices

Customer Insights: Automation Best Practices

In this Q&A with Jessica Kitt, Vice President of Client Experience with Popmenu, she discusses how during a time of significant growth, the company focused on automation to ensure customer interactions were efficient as well as meaningful. Read more about Popmenu’s approach to its automation strategy and insights from Jess for others going down this same path.https://www.ncloudintegrators.com/post/q-a-with-jess-kitt-vp-of-client-experience-with-popmenu

0
S
4 months ago
Allan Young
Shoshin
Allan YoungShoshin
asked in Product Experience Best Practices

Gainsight working with Marketing - Best Practice Discussion

I am part of the marketing operations team at AVEVA. We invested in Gainsight to provide deeper customer insights and we are now researching how we can maximise our investment in Gainsight, utilising the customer insights data across other business units within AVEVA.We want to specifically understand if there are any organisations on the same path using the GS platform in conjunction with marketing, utilising their resources, and technology to provide a personalised customer experience that assists in the development of new opportunity through potential expansion or upsell nurture campaigns.Our current marketing automation tool is Marketo so anyone with the same tech would be great, however utilising any MA would be beneficial. If anyone can assist I would appreciate a discussion to understand how you implemented (technology & process) and any best practice you would be willing to share.Many thanks from sunny but cold Scotland!Cheers Allan

11
lane_h
Gainsight Employee: MVP
4 months ago
samwagoner1775
Gainsight Employee: Rookie
samwagoner1775Gainsight Employee: Rookie
asked in Product Experience Best Practices

Duplicate goals appearing - Doc update.

In the C360 Customer Goals tab, the user is seeing two of the same goal after adding. This is confusing to some of our end users. There is nothing in the documentation on this being a field that shows all of the recently added goals until you hit dismiss or refresh the page. Is there a way to not show this field or to update the documentation to reflect the actions needed to clear out the orange bar, or to disable it. 

1
Ester.Memoli
Team Captain
4 months ago
A
Gainsight Employee: Shoshin
AbidGainsight Employee: Shoshin
asked in Product Experience Best Practices

Success Plan sharing user experience.

Scenario: When a Success Plan is shared, the end user can click on fields (hyperlinked fields- eg: Company Name) on the Success Plan in the Plan Info tab and nothing happens - this is expected when the plan is shared with non-edit permissions ( Eg: View Only Externally Shared Objectives'.)However, when the end user navigates to the Objectives tab and clicks on either the Company > Relationship or opens an Objective and clicks on the Company or Relationship links, a new tab opens, spins and gives them an error.This new pages not opening is an expected behaviour , however , it would be more user friendly if we are not opening the new pages at all like the behaviour observed when we access the fields in Plan Info tab

0
A
Gainsight Employee: Shoshin
5 months ago
pope1chase
Shoshin
pope1chaseShoshin
posted in Product Experience Best Practices

Customer Goals vs. Success Plans

I see the currently new implementation of Customer Goals in the C360 as a container while the bulk of the goals are shown in the CTAs and Success Plans. This seems obvious yet I’m looking for the benefit of these opposed to having a custom goal oriented success plan. Some questions I have are:Can Customer Goals be shared externally similar to Success Plans? Can we report on customer goals with related SPs and CTAs apart from the C360 view? Are custom fields suggested to receive the most value from this new module?I’m curious if anyone has implemented Customer Goals in their Org and, if so, how is it going?

2
manu_mittal
Gainsight Employee: ACE
5 months ago
C
candida.stensrudRegistered User
asked in Product Experience Best Practices

Best practices for in-app product notifications

Gainsight engagements are catching on like wildfire at our company.  Between feature notifications, maintenance announcements and surveys, we have the potential of overwhelming our users with too many engagements.  I’m curious what other Community members have found as a best practice for the min and max numbers they set in their throttling settings.   I appreciate any insights you want to share!

1
anirbandutta
Gainsight Employee: Grand Slammer
6 months ago
T
Shoshin
Tomas TrijonisShoshin
asked in Product Experience Best Practices

Best practice for when to use Rules Engine vs Data Designer?

Hello everyone.I wanted to ask if anyone can share their best practice how would you identify whether a job requires only Rules Engine, or Rules Engine mixed with Data Designer?For example, I need to set score for a new measure “NPS Response Rate”. I could fetch the needed data and use a formula field and do it all within the rules engine itself. Or I could first do the fetching and calculating in data designer, then save this data as a new object that would hold a “Response Rate” field, and then reference that field in the Rules Engine.What should be kept in mind when deciding the preferred method? (Outside of possible feature limitations between these two methods I may not be aware of yet as a new admin).For example, if I use the data designer, then this response rate could be referenced later on in any report, while if all calculations are done in rules engine, this data will not be reachable by reports, unless loaded to an existing object anyways. Is that a correct assumption?This

3
Aleksandra_V
Shoshin
6 months ago

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