Product Experience Best Practices
Share all ideas and best practices related to the Product Experience function
- 47 Posts
- 75 Replies
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
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
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.
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
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
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
For the last few weeks, our Customer Success team has been sharing examples of how our customers are using our product with the rest of our company. We want to centralize the end user in our decision making and bring their real-life, in-the-wild use cases to the forefront. One feature that we have found to be very sticky is when users add video comments as a part of giving someone time-stamped feedback on their work. Our CS team was having a hard time identifying who was using this feature in a way that we could show the rest of the company. I just hosted a quick training with them on how to use GPX to identify Voice of the Customer opportunities for a particular feature. Under [b]Analytics > Features > Adoption[/b], I added a Feature filter for [b]Click Add Video Comment[/b] [b]greater than 0 times[/b]. I also set the time parameters to [b]monthly within the last 6 months[/b]. Once the view below was generated, I had them click on the [b]user count link[/b] to bring up the
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
Hello!Trying something new with a short Gainsight admin video. It is a bit of fun. Hopefully, you find it informative. Please share your feedback.I don't think I'm ready for TikTok just yet, but with more practice, who knows 😄I'll get us started with Data Designer because I rarely use Data Designer. And I noticed the feature wasn't particularly prevalent in the Gainsight admin certification.Two questions:Do you default to Data Designer?What do you like to use Data Designer for especially?
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.
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?
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?
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
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
[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]
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
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
[h2]Creating products takes a lot of time. Make sure your efforts don't go to waste by following these six onboarding tactics.[/h2]If you’re in product management—or are involved with product development in any capacity—you know that feature adoption can sometimes be the most challenging and disheartening part of your job. You put all that work into a feature, but it’s just not resonating. The work doesn’t end once the product or feature is released. An equal amount of effort needs to be put into driving adoption to make the investment worth it for both your business and your customers. Check out the [url=https://www.gainsight.com/blog/6-strategies-to-improve-user-onboarding/]6 Strategies here[/url]
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?
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-
Already have an account? Login
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.