Product Experience Best Practices

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

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63 Posts

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

224312
R
Shoshin
1 year 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
25 days 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
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
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
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

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lila_meyer
Gainsight Employee: Grand Slammer
3 months 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

1
rohitsardeshpande
Shoshin
1 month 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
5 months 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
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

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JPKelliher
Champion in Training
1 year 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
alextran
Veteran Rookie
alextranVeteran Rookie
published in Product Experience Best Practices

[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

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julie_pinto
3 years ago
Julie-Pinto
Team Captain
Julie-PintoTeam Captain
published in Product Experience Best Practices

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

911
link_black
Gainsight Employee: MVP
2 years ago
harshibanka
Gainsight Employee: Veteran Rookie
harshibankaGainsight Employee: Veteran Rookie
published in Product Experience Best Practices

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

890
harshibanka
Gainsight Employee: Veteran Rookie
3 years 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
julie_pinto
julie_pintoRegistered User
published in Product Experience Best Practices

Identifying Voice of the Customer Opportunities

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

823
julie_pinto
3 years 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
C
cyvr98Registered User
posted in Product Experience Best Practices

Do you default to Data Designer?

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?  

3
dstokowski
Gainsight Employee: ACE
6 months ago
lesliediephuis
lesliediephuisRegistered User
published in Product Experience Best Practices

Tip of the Week: 6 Strategies to Improve User Onboarding

[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]

781
cfetter
3 years 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
julie_pinto
julie_pintoRegistered User
published in Product Experience Best Practices

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

713
julie_pinto
3 years ago
cfetter
cfetterRegistered User
published in Product Experience Best Practices

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]

711
harshibanka
Gainsight Employee: Veteran Rookie
3 years ago
alextran
Veteran Rookie
alextranVeteran Rookie
published in Product Experience Best Practices

⭐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-

681
sai_ram
Grand Slammer
2 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Product Experience Best Practices

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!  

580
lila_meyer
Gainsight Employee: Grand Slammer
2 years 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

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