Product Experience Best Practices
Share all ideas and best practices related to the Product Experience function
- 54 Posts
- 85 Replies
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.
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
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
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.)
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
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!
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?
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!
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?
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
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.
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
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?
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!
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
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
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
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