Product Experience Best Practices

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

  • 63 Posts
  • 94 Replies

Gainsight PX In-Person Training Opportunity

  • 2
  • 0
Blog

The 2022 Product Led Growth Index

  • 2
  • 0

63 Posts

B
BoyleCCRegistered User
asked in Product Experience Best Practices

How to remove 'stage' options

Hello - I’m reasonably new to GS, and was simply wondering would someone be able to advise me how to remove stages so for talks sake: Launched, Adopting, Churn etc. How can I remove options in the stages?  Thank you in advance! 

2
anirbandutta
Gainsight Employee: Grand Slammer
7 months ago
S
Snow Digital CSMRegistered User
asked in Product Experience Best Practices

Are we able to pull data on template usage by Playbook and see which CSM's used what templates during specific months

Are we able to pull data on template usage by Playbook and see which CSM's used what templates during specific months.My team has requested the template usage data per Playbook like the Success Plan view which are available and viewable within the dashboard.My question is: Is there something similar to viewing the Playbook template data in Gainsight?

0
S
7 months ago
T
Tina O'sullivanRegistered User
asked in Product Experience Best Practices

How to include a list of customers with same email address but purchased different products in a journey, that can be sent different product instructions in separate emails?

We are targeting customers who have low adoption scores on specific products purchased in the same invoice with the same email address. Example:Number of  invoices: 1 Product: A AND B Participant: ABC Limited Email : ABC@ABC.COMGoal :Send adoption email with instructions of Product A Send another email with instructions of Product BChallenge: The participant list can only include 1 line with Product A OR B, the other one has been removed to failed Participant list with an error message ( Participant has met the advanced criteria )therefore missing out on the opportunity to send an email to the other product. Current Uniqueness Criteria :Invoice number Company name Product category Recipient email address  Expected result: ABC@ABC.COM will receive 2 emailsInstruction of A Instruction of B  

4
matthew_lind
All Star
8 months ago
T
Veteran Rookie
tracyhigginsyoungVeteran Rookie
asked in Product Experience Best Practices

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. 

2
Marwan
Shoshin
8 months ago
mary_taylor
Team Captain
mary_taylorTeam Captain
asked in Product Experience Best Practices

What HTML tags work when creating the CTA Comments through a rule

I am creating CTAs through a rule and would like the CTA comments field to be nicely formatted.How do I get a new line?  I’ve tried <p>, <br>  and I’ve tried ordered and unordered lists but none of these render properly, the html is stripped out.So I put a period at the start of a new line to preserver the space, and this looks horrible. How should I be including blank lines in the CTA Comments?

2
mary_taylor
Team Captain
8 months ago
CBarber2022
CBarber2022Registered User
posted in Product Experience Best Practices

Government Vertical

Hello fellow Gainsters … I am the Director of Customer Success at a software development company that works with a very niche customer base - the state and county government space. Fresh off of the heals of Pulse 2022, I am recharged in getting integrated into the Gainsight community to learn and ideate. I would love to connect with fellow Gainsters who work in the government space. There is a lot of similarity between B2B and B2G (Business to Government), but there is likely the same amount of difference and with that, I would love to chat about what is working for others in the government space nd what is not. I would love to share the successes we have experienced as well and also where have tripped, fallen and had to get up and dust ourselves off.  

7
slee
Gainsight Employee: Rookie
9 months ago
slee
Gainsight Employee: Rookie
sleeGainsight Employee: Rookie
posted in Product Experience Best Practices

How are you identifying Power Users of your products/features?

I’d love to get some ideas from people in the Community on how you are leveraging various data inputs to identify and track your power users. Do you identify power users by product suite? By specific features? What does a “power user” look like and are there specific data points you look for when identifying those individuals? (ex: certain hours spent in the product, adoption of a specific feature or workflow, hours spent engaging with your customer-facing team or community, etc. Are there other ideas that come to mind?) Once you have power users identified, how do you use that information? (ex: targeted marketing or outreach, product pilot programs, surveying, reference programs, etc.)

0
slee
Gainsight Employee: Rookie
10 months ago
heilun
heilun
asked in Product Experience Best Practices

Best way to track customers that came back after they churned. (Boomerang Customers)

I am experiencing customers coming back and don't know how to track them in the future as we scale. Anyone know if there is a good way to do this?

3
J
11 months ago
A
Anonymous
asked in Product Experience Best Practices

Pragma Edge - FileGPS - End-to-End File Monitoring

FileGPS provides enterprise-wide file/transaction monitoring across any application. Many organizations utilize file transfers as a means of communication between B2B partners or between application to application integration; due to various applications involved in handling the end to end process integration, the end to end visibility of the transactions/files are lost, which causes inefficiencies and missed SLA. FileGPS provides the ability to provide enterprise-wide end to end file/transaction monitoring that can track SLA and key events in the processing of the files/transactions. About Pragma Edge INC. Pragma Edge is a software, SaaS, and consulting services company that drives digitization data integration and process automation. We are one of the fastest-growing companies in the United States. We are achieving this growth by helping our customers to achieve their goals, delivering innovation, collaboration, and agility with solutions and services that improve their bottom line a

0
A
11 months ago
A
Anonymous
posted in Product Experience Best Practices

Pragma Edge Jarvis Monitoring Tool - PJM

IBM Sterling B2B Integrator , IBM Sterling File Gateway, Connect Direct Monitoring Tool Pragma Edge Jarvis Monitoring tool (Jarvis) provides integrated monitoring and altering capabilities for IBM Sterling B2B Integrator/IBM Sterling File Gateway platforms. Jarvis check and alerts on: System Health Application Health Application Logs Cloud Logs Reduce your operational cost of IBM Sterling B2B and MFT platform by centralised monitoring and alerts  About Pragma Edge INC. Pragma Edge is a software, SaaS, and consulting services company that drives digitization data integration and process automation. We are one of the fastest-growing companies in the United States. We are achieving this growth by helping our customers to achieve their goals, delivering innovation, collaboration, and agility with solutions and services that improve their bottom line and business operations. We are a team of "Does and Thinkers" who take a pragmatic approach addressing the needs of our customers. Learn

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

Gainsight PX In-Person Training Opportunity

On August 16 in San Francisco, the day before Gainsight’s Pulse conference, you’re invited to join us for an in-person day-long workshop focused on Driving Product Adoption and Prioritizing Your Roadmap for Growth Using Gainsight PX.Join Gainsight’s PX team, including @harshibanka @mickey @link_black @broghanzwack @ophirsw and more, for an exciting hands-on workshop focused on giving you the tools to build a data-driven roadmap, successful user enablement / onboarding experiences, and an engaging product release experience. Guest speakers will also share best practices to orchestrate a successful end to end customer journey through cross-functional collaboration. Seats are limited to maintain a highly interactive and hands-on training experience!Session Details: How Product and Customer Success Teams will Collaborate to Drive Value A few special guest speakers will kick off the day with an exciting conversation about the future role and influence that growth oriented product managers w

450
lila_meyer
Gainsight Employee: Grand Slammer
1 year ago
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
E
EngunetRegistered User
asked in Product Experience Best Practices

about deletion logs

Is deletion logs already in place or it will be materialized soon ?I think it will be very help full to  track the deletion  records on MDA objects , when and whom did deletion .

0
E
1 year ago
jaredjasso
Shoshin
jaredjassoShoshin
asked in Product Experience Best Practices

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, 

0
jaredjasso
Shoshin
1 year ago
dj3turner
dj3turnerRegistered User
posted in Product Experience Best Practices

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!

0
dj3turner
1 year ago
AnaCosta
Shoshin
AnaCostaShoshin
asked in Product Experience Best Practices

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 

0
AnaCosta
Shoshin
1 year ago
JPKelliher
Champion in Training
JPKelliherChampion in Training
asked in Product Experience Best Practices

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

2
JPKelliher
Champion in Training
1 year ago
jonathan_holmes_a20db7
jonathan_holmes_a20db7Registered User
posted in Product Experience Best Practices

CTA - Associated Timeline entries

Previously visible entries have disappeared from CTA Timeline but ARE visible against main Timeline areaIs this a known issue? Only started happening todayThanks

1
P
Shoshin
1 year ago
R
roslinepeterRegistered User
asked in Product Experience Best Practices

Microsoft Office error

I don’t know how to get rid of this issue or repair my Pc , getting few error codes or error message while accessing Microsoft Office applications. with my computer or laptop I have an issue while using Microsoft Office applications like Word, PowerPoint, Outlook.

0
R
1 year ago
K
KmwadhwaniRegistered User
asked in Product Experience Best Practices

Do we have any way to integrate Gainsight with outlook to read, modify and add new account and/or contact with Outlook?

We would like to view, add and remove contact via Outlook,  do we have any way in GS to perform this?if not possible today or any plan for future?

0
K
1 year ago
spencer_engel
Golden Ruler
spencer_engelGolden Ruler
published in Product Experience Best Practices

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

225112
R
Shoshin
1 year ago
kdamera
Gainsight Employee: Rookie
kdameraGainsight Employee: Rookie
posted in Product Experience Best Practices

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

3
rakesh
Gainsight Employee: ACE
1 year ago
jackie_cofield
jackie_cofieldRegistered User
asked in Product Experience Best Practices

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. 

0
jackie_cofield
1 year ago
JPKelliher
Champion in Training
JPKelliherChampion in Training
asked in Product Experience Best Practices

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?

1
sai_ram
Grand Slammer
1 year ago
Julie-Pinto
Team Captain
Julie-PintoTeam Captain
posted in Product Experience Best Practices

Digital Led Learnings: Quick Engagement Pre-Launch Checklist

Short and sweet post this time, I just wanted to post the checklist I’ve started using for my final pre-launch process:It helps me keep my head straight, especially when I am launching a series 

1
sai_ram
Grand Slammer
2 years ago

Register for Pulse Europe 2023

Terms & ConditionsCookie settings