Product Experience Best Practices
Share all ideas and best practices related to the Product Experience function
- 54 Posts
- 85 Replies
CSM Account Transition Process Ideas
Hello, We are looking to revamp our process of transitioning accounts to new CSM’s and was really wondering what other organizations are doing.Our current process is as follows:The TM builds out a list (report/excel) of transitions including (CSM ID’s, Names, Account ID’s, etc.) and attaches to a ticket. We take that file and upload it to an object. We then run a rule that has a corresponding playbook attached to it, there are a handful of playbooks to choose from. This then kicks out the CTA to the CSM who will be performing the transition and its tasks. Finally, we update the CSM in SF via Dataloader.ioThis is a pretty bulky process and takes a little more time than it should, so we are looking for any ideas that other companies might be doing to make this a little more streamline. Thank you for any and all input! Best,
Team is new to success plans
Hi all - My team is new to Gainsight and I’m wondering if anyone has best practices for putting together Success Plans. We are relatively new to that process and I’m curious what is industry standard.For example, would I put a success plan together for each FY to align with changing priorities and goals? Or would a success plan be more specific to each goal and then get more granular within the plan?Curious to hear what has worked, what hasn’t worked, and what else we should consider as we build out this process.Thanks!
Gainsight Assist - Filter Contacts
I’d like to know if there is a way in Gainsight Assist be able to identify parent vs. child records and when multiple records exist with the same name under parent and child. When documenting to the timeline via Gainsight assist CSMs can't identify which record is the parent and which one is the child, if both records have the same name. I was wondering if there is a way to filter parent and child records, so that when the CSM documents to the Timeline via Gainsight Assist they are assured to be logging under the correct record.Would anyone know if this is possible, or has a similar experience? Cheers, Ana
Export complete data set
Hello everyone. I have read a few other posts on exporting records from PX and I am not sure if this is a decimal glitch, or what the problem is. However, recently I was trying to export a CSV file for an engagement from the Analytics tab. There were more than 20K viewers, although the export only sent the first 10K records. there are other responses from the PX team that says it can handle 100K records, so why is it that this report will only export the first 10K records?Export to CSV File Size Failure | Gainsight Community
GS Home filter criteria
Hi Team, A suggestion from a customer is to include the locking ability for the filters used in the GS Home. Currently we are using the GS Home, and allowing the CSMs to customize the filters based on their preferences. Is it possible to do so? Otherwise, customer says this will cause a compliance issue within their organization. Thanks,Kiran DL1 Support
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
Insights from leaders in 1:many adoption email programs
Hi everyone - I’m looking to gain some insights from companies who are doing awesome things and seeing real outcomes with their 1:many email campaigns - mainly focused on new user product adoption. We have been doing a lot here for the past year, and looking to talk to other leaders in the space, share notes, and learn from one another.
Using Localiization to Search Knowledge Base
Does anybody out there have multiple language options in their Knowledge Base? We are tring to share only content from our Knowledge Base that is currently translated in local language. I was wondering if any Knowledge Base tools (Google, Salesforce, Thought Industries) has content in multiple languages and if that Knowledge Base can serve up articles that are only in the localized language?
CSM Pooled Model Documentation
Hi everyone! CSM pooled models (a.k.a. round robin CTA assignments) have been quite the hot topic lately with more and more customers looking for scalable ways to manage their long tail of customers. I know @jean.nairon and others have posted about this concept previously, and so I wanted to share a detailed solution, complete with thorough documentation and a video example from a dev org. Please note that this is meant to be a base foundation for a CSM pooled model, so you may well need to add more nuanced configuration to your own. I’m here to help with any questions or feedback! First, let’s start with the prerequisites. Queue CSM (string) - Purpose is to denote whether a CSM belongs in the pooled model. Manually update from Administration > User Management, and enter “Yes” if they are a Queue CSM. Otherwise leave blank. Queue Next Up Number (number) - This is updated via rule(s) that you have in place for pooled CSM CTAs. In addition to the action of creating a CTA, there
Digital Led Learnings: 3 ways to avoid falling down an analytics rabbit hole
Hi there! I’ve been an active member of this community for a while -- first as a PX customer, then as a PX Client Outcomes Manager, and now as a Gainsight Digital Led CS Ops Specialist (translation: I’m using our PX and CS products to drive our Digital Led program at Gainsight).Now that I’m helping us drink our own champagne, I want to share my learnings with you and hopefully learn from you as well. Feel free to comment below with any “So how does Gainsight do x, y, and z?” topics you want to hear more about!Now, onto the topic at hand. Have you ever fallen down the analytics rabbit hole? I know I have. Actual footage of me falling down a rabbit holeI look at a super swanky PX feature adoption report, then I wonder -- What about new users? How does the customer segment affect this report?What about a new admin at a longtime enterprise customer who is using our latest flagship feature? What about…?You get the idea. Of course, it’s not bad to ask these questions. However, to avoid falli
Seismic Integration within Gainsight
Does anyone have experience with integrating Seismic into Gainsight? I am envisioning a CSPM would be able to send Seismic resources to several contacts within an account in GS and have a report provided (within GS) as to which resources had been sent to which customers, when they opened it, etc. Perhaps GS could “monitor” when the resource was viewed by the customer and create an automated CTA for CSPM with follow-up steps.
⭐What Successful PX Customers Do!
Hi PX Community! Many PX customers ask what other successful customers are doing & what their PX instance looks like. Good news! We did a review of some of our most successful customers, which they did the following that I’m sharing below. Take a look at your own PX instance and check if you’re doing any of these. We assure that you’ll be even more successful! Track product usage & user sentiment around your golden featuresModel the product with the right hierarchy and granularity on the Product Mapper Tree Collect user sentiment of the golden/core features via CES or Rating in-app surveySync ARR Account data to PX If you have Salesforce and ARR is a field on the Account Object in Salesforce, you can also sync in ARR with the Salesforce-PX bi-directional integration Analyze your in-app engagements / guides & assess how many users you reached If you haven’t already, launch Knowledge Center Bot > Add in articles, engagements, & if possible, sync with any of our out-
PX Engagement Configuration course now live on Gainsight University!
Gainsight Education Services is pleased to announce the availability of the PX Engagement Configuration course on Gainsight University!In this course, you'll learn how to build and deploy in-app engagements to inform your users, promote your product, and drive greater adoption. Engagements can include Guides, Sliders, Surveys, and more. This course covers the following topics:Overview of Engagements Types of Engagements and Use Cases Engagement steps Triggering Engagements Working with Templates Creating a Branded Feature Walkthrough Additional Information
Developing Processes for Using In App Engagements
If you’re just getting started using PX for in-app engagements, we recommend establishing a few processes to help ensure your org communicates the right info at the right time, and avoids rookie mistakes. At a high level, we suggest that you: Create a Hierarchy of Importance for different communication types Use the TRUSt Framework to ensure clear purpose and intention Create a lightweight in-app engagement approval process / committee For the complete scoop on how to setup these processes, check out our latest blog post!
Join us for free Product-Led Growth Sessions at the PLG Hub Bootcamp this week
Gainsight is joining Product-Led Hub Growth Academy this week. If you’re a Product Leader, Product Manger, Customer Marketing, Customer Adoption, a Customer Success Manager or a PX Customers, check out these sessions from our product experts: (Mention "Gainsight" as you sign up when asked how did you find us) Tuesday (12:00 pm PST): Creating the ultimate PLG strategy with @mickey [free]https://lnkd.in/gihcC5s Thursday (12:00 pm PST): Product-led growth for B2B with Yariv Zur from Anodot [free]https://lnkd.in/gv2hGNz Thursday (1:00 pm PST): Tech Touch Onboarding with Gainsight PX Harshita Banka [free]https://lnkd.in/g2Z6HFh Friday (12:00 pm PST): How to Drive Sustainable Adoption with Gainsight PX with Sarah Anderson from Email on Acid [free]https://lnkd.in/g-jMuRn Product analytics & instrumentation with @mickey [Paid]https://lnkd.in/eEHcWKp
How to become more skilled in Query/filters/criteria
Hey Community, I wanted to get the best practices and understand how everyone has built their skills in query buliding, logic, criteria filters, etc. I’ve noticed I’ve run into a few blockers when trying to figure out logic and usually have to pull in different departments to help with complex queries. What has everyone found to be the most helpful tool, online practice, or other resource (like SQL practice?) to become better at building queries? Thanks!
The Beginner’s Guide to Product-Led Growth Metrics
[img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/BeginnersGuidetoProductLedGrow-785a4ec4-be1d-419a-bc99-7eac5e815fd1-326587355.png[/img] Do you know which of your product features are associated with the majority of your company revenue? How should customer-facing teams predict retention and revenue rates based on users’ behavior? How do you measure the effectiveness of onboarding? Are there better ways to be doing these things? These are just some of the questions SaaS organizations find themselves asking. More now than ever, we need to capitalization on product data to effectively monitor customer health, adoption levels, and user behavior. If you're just starting out on your product-led growth journey, check out this beginner's guide to kickstart your efforts: [url=https://www.gainsight.com/blog/the-beginners-guide-to-product-led-growth-metrics/]https://www.gainsight.com/blog/the-beginners-guide-to-product-led-growth-metrics/[/url]
[Tip of the Week] Measuring How Engagements Impact Feature Adoption
When aiming to drive module and feature adoption, you'll likely use some combination of emails and in-app messaging to your users. But how do you know if your engagements are effective in driving adoption? While there's no way to associate 100% of something to adoption, you can always find correlations. Take this use case for example to understand how you can correlate engagements with featuer adoption. [b]Goal: Our company wants to drive user and account adoption to Feature XYZ. Let's launch a dialog engagement to drive users to the feature.[/b] [list] [*]Engagement was launched on Aug 1st, and you want to measure the effects this had on user/account adoption [*]Run the "Feature Adoption" report for Feature XYZ two weeks prior. It appears that user adoption was 10% in the two weeks prior to Aug 1. [*]Now, run the "Feature Adoption" report for Feature XYZ for two weeks after Aug 1. It appears that user adoption is now 20%. [/list]This is one m
Measuring Feature Pull-through with Adoption Analytics
Something we've been curious about is how many users complete a whole workflow once they begin it. I found a way to help answer this question via Feature Adoption Analytics. The line in blue represents the first step, which is to view the page for creating an activity (one of our primary features). The line in green represents the final step, which is to actually create the activity. There are several required steps in between that I chose to not include here. If I wanted a more granular view, i.e., all the pages viewed and buttons clicked in between the first and last step, I would have chosen to answer this question in Path Analyzer. In this instance, we just wanted the bird's eye view of feature pull-through over time. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/20190723_102202-ea3083d4-3a7f-4fc8-a868-42fa44033c5e-237450739.png[/img] If I wanted to remove the time component from the X axis, I could use [b]Audience > Funnel[/b] view. This vi
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