Gainsight Community 3.0 - A Customer Success GameChanger

Hello GameChanger Community 3.0

Since it’s inception, The Technology muscle of the GameChanger Community (let’s call it ver2.0 since it’s last upgrade in 2019), had always been strong. That is very apparent from our heavy duty Ideas and Product Discussion usage.

While the Technology muscle grew, we knew that Gainsight stands for a much larger cause: of leading this very Human Customer Success Revolution. That not only includes the SAAS tech part of it but also Product-led growth, CS Operations, CS leadership, strategy and now Community aspects too.

We realized that as a Community we had some catching up to do with dazzling brand ‘Gainsight’. 💫

Catching up

As you might have noted, with Pulse this year, we took some steps to expand our legacy Product-Support & Ideation centric Community ver 2.0 into this destination for People, Process and Tech for Customer Success. 

For e.g. you can meet @LizLee2022 of E Lee Consulting sharing her take on Gainsight’s secret to PLG 

Or @bplaster, CS Coach share why he recommends the Pulse conference

Or this very interesting convo between @carsten_schuetz, CS Leader with LeanIX and @ShawnRiedel a CS Consultant on a CSM team model for a distributed multinational

Or learn from Janae Andrews’s story about building a CS team from ground-up

Today, although Product-Ideas remain our dominant use case, the conversation has expanded way beyond.

The Redesign

Let’s go through the tactical pieces of this new look.😎

Reorganizing around Customer Success Inspiration

If you are a CS Leader, CSM or in CS Ops, you now have a focused venue to “Discuss tactics to help you and customers achieve incredible success”, which is separate from the Product Discussions and Feature requests.

This new GameChanger Community, has simplified to 3 very basic routes-to-value, from the earlier 6 routes to value if you remember. 

Ask a Product Question | Customer Success Inspiration | Submit a Product Idea

This challenge for simplification was thrown to us by inSided mastermind @Kenneth R 

Split navigation

Teased here and delivered today, a logical distinction between Community and other Gainsight.com properties

This bril idea comes from our designer Silviu

The fresh pink Community 3.0 took a small village

About this, we want to hear from you but here’s what we did to deliver:

🖌 Design

@HayleyCromwell22 and her fabulous design team came up with this fresh, contemporary take on the UI. That familiar wow feeling if you have seen her team’s amazing design work for our Corp website, or our Education site for e.g.

🤠 Strategy

Strong strategic leadership from Community friends @seth, @tyler_mcnally and @lila_meyer shines through every messaging, design choice and user flow that you spot.

🛠 Execution

Two wizards we’ve increasingly started depending on to deliver incredible Community projects without breaking a sweat. They are @olimarrio and @insidedtom. 

The same 2 guys who delivered the complex Ideation migration and upgrade last month. 

We are proud to bring to you the refreshed GameChanger Community 3.0 at Pulse 2022 that only tries to emulate the magic cauldron of CS brainpower that Pulse is.