Share Industry Knowledge
Share and learn industry best practices based on specific job functions
All About Pulse Academy Live on May 16th - Registration Is Open!
For this year’s Pulse Academy Live training day on May 16th, we’re doubling down on product training with 4 different tracks for Gainsight Admins, PX Users, and CS End Users!Each of these sessions has limited capacity, so you’ll want to register early to save your seat! The curriculum is hands-on and interactive, with opportunities to learn from peers as well as Gainsight experts, in fun collaborative spaces at the Moscone Convention Center. Questions? Feel free to comment here or email email@example.com. We look forward to seeing many of you there! Gainsight Admin 101: Foundations Fundamentals of Data Management One of the most important functions within the Gainsight feature set is the ability to ingest disparate data sources into our Matrix Data Architecture. By mastering our back end you will leave with the ability to create Gainsight Objects, create an Object automatically through a CSV file, load data into a Gainsight Object, create calculated fields and so much more!Levera
Meet Our Pulse Academy Live Instructors!
The Gainsight team is looking forward to seeing many of our Community members at our US Pulse conference and Pulse Academy Live on May 16th. I’m happy to introduce you to the instructors who are leading the 4 different product training tracks: Gainsight Admin 101, Gainsight Admin 200, Gainsight PX 101, and Getting the Most from Gainsight for End Users. You can preview the agendas here. And, use the coupon PULSE_RALLY to take 35% off your PAL and Pulse tickets! Gainsight Admin 101 with Brian Holmes @bholmes Gainsight Admin 200 with Jeff Boyer and Stacey George @jeffrey_boyer @sgeorge Gainsight PX 101 with Lisa Mirth@lisa.mirth Getting the Most from Gainsight with Jen Holtmann @jholtmann
How do you define 'Digital Customer Success'?
The concept of Digital Customer Success continues to be a hot topic - but there’s a wide range of thoughts on what the definition of Digital CS should be and what types of programs/processes fall under this overall strategy. 🗣 You might think of Digital CS programs as 1:Many initiatives, like an office hours program covering how-to concepts around your product. 💻 Or, maybe you think of in-app guides that digitally assist your customers to realize value faster. 👋 OR, you might gravitate to online community forums where customers can build deeper, digital relationships.Maybe it’s all of the above, and more! One big thing Digital CS is NOT - robotic, dehumanized interactions with your customers (myself, @seth , and @lane_h had a great webinar on this topic I highly recommend!). And while digital CS is not robotic - what exactly IS Digital Customer Success? The good news - we have an answer!The even better news, you can join @tyler_mcnally & @harshibanka on April 5th for the firs
Pulse speaker for PX -- using Gainsight and Split.io for phased feature rollouts
I’m so excited to attend my very first Pulse conference, and I’m especially looking forward to networking with other PX customers!In my session, I’m going to share how my team used Gainsight PX and another product (Split.io) to gradually release our re-designed home page and iterate quickly on user feedback. This is the first time in our software’s +25 year history that we’ve had a true beta test program. The Gainsight/Split combo was fantastic for creating feature flags to deploy new code to subsets of our user base, to communicate with our early adopters, and to quickly gather immediate feedback.We are already refining this process with the next big feature rollout this spring. Can’t wait to share this use case with you all, and see what suggestions you have for us at Trimble!
Office Hours on Journey Orchestrator, April 20
Are you curious about how you can take advantage of Gainsight’s Journey Orchestrator (JO) to deliver seamless customer experiences by combining human and digital outreach? Or, maybe you’re using JO today and want to explore ways to enhance what you have in place. Join nCloud Integrators for an interactive Office Hour on April 20 from noon to 1 p.m. ET where our very own Grace Tester and Allie Ludowissi will answer your most pressing questions about JO, including best practices, real-life use cases and implementation steps. Click here to register today and submit a question you would like to discuss during the session. #CustomerSuccessStrategy #Gainsight #CustomerExperience #nCloudIntegrators #CSM #CustomerJourney #CustomerEngagement #nCloud #GainsightAdministration #DigitalCS #TechTouch
Let’s talk All About Pulse on Community!
Who’s fired up for Pulse this year?We are already counting down the days to Pulse, which means I’m channeling my inner Taylor and am ready to celebrate.This year is extra special since we are also celebrating 10 years of Pulse. Join us at an online party over the next couple months here on our GameChanger community! More details in the video below👇🏽, so get ready to make some incredible memories together! 🕺 You can register here, & I can’t wait to see you all May 17-18!
Speaking at Pulse 2023? Let's start warming upBlog
Congratulations for being selected to speak at Pulse 2023 from the phenomenal Moscone Center, SF!Gainsight has always been passionate about building the Customer Success Community as much as building the software to run the function off it, and Pulse has been the cornerstone to bring it all together.And we must have lost count until we realized that it has been 10years of Pulsating with this passion: online from the last year, as much as it is in the venue, on a forum we’ve named, All About PulseSo we welcome you to share it with us, on the All About Pulse Community, your topic to get us warmed up for your session those of us who would attend in-person and those who can’t, everyone can participate in the ‘Discussion’, and starting today!Calling all speakers toRegister on this Community if you don’t have a profile. Complete your profile with all the details and a nice headshot. If you think you had an earlier profile you can't remember, let us know and we’ll look it up, and update your
What are you reading / listening to that's adjacent to Customer Success?
What books, podcasts, authors, topics, etc. you follow to supplement your Customer Success career?I’m interested especially in what tangential material or subjects you follow. Perhaps there’s a leadership expert who relates her expertise in a way that particularly helps you. Or there’s a YouTuber who really shares his goal setting habits well. It’s not directly Customer Success knowledge, but it’s applicable to our field.What do you follow or listen to or read, perhaps that’s not directly in the Customer Success swim lane, that you’ve found especially helpful or inspirational?
Keeping the 'Human' in Digital CS
Last week I attended the Gainsight's webinar, “Digital Customer Success - The Secrets to Delivering a Human-First Experience” and could not have been more excited to see the emphasis on Community as one of the key aspects of digital success. Loved hearing Lane Holt, Tori Jeffcoat and Seth Wylie share their thoughts!Key takeaways as a Community pro -Community shouldn’t be treated as a silo - Instead assess where along the customer journey that Community is a natural touchpoint. Integrating Community into your product, your website and your content helps support the human connection.Relevancy is key to any digital success strategy - Saying you want to give customers what they want, where, when they want it is one thing, but thoughtful personalization requires understanding actual journeys, touchpoints and content that supports a human-first experience is the only way to be successful.And lastly, one that I love especially -Start small and experiment. There’s all kinds of ways to meet yo
Tips For Strategy For Implementing a Digital Led + Pool CS Strategy
Hello GS Community, I'm in the process of designing and defining an optimal strategy for implementing a Digital-led CS approach that integrates with a CS pooled model and extends across various digital channels. I'm wondering if anyone has established this type of model and would be open to sharing any proposals, tips or talk tracks you used to gain buy-in from CS leadership?Thanks
Who has the BEST Success Plan for Tracking Customer Goals?
Hi GS Fam! I’m hoping to draw some inspiration from y’all around tracking customer goals via a Success Plan. I would LOVE to see if y’all can share your best practices around the process and documentation. A simple screenshot of your plan info section would suffice too! We are in the middle of really REVAMPING how we track, document and manage these bad boys via Success Plans, would love some inspiration and best practices! What we are looking for: We want to record Customer Goals (easy) Document current KPI measures Document target KPI measures Document customer outcomes I know it’s easy to just create a text field and document these, but looking to see if anyone has more innovative ways, even if it means changing the overall process. Thanks! Andor
Voice of Digital Customer Success
As we begin to build our digital CS model, moving away from a named CSM, we need to establish a cohesive brand and DCS voice across channels that is personal. I'm wondering what other companies are doing when sending post-purchase CS comms without a named CSM. Specifically, what are you using as the from/sender and/or signature? With the rise of creating fictitious characters, are you moving away from generic "XYZ Customer Success" or "Your Customer Success Team"?Examples:Success Team A fictional CSM CCO A fictional character (dog, donkey, etc.)Would love to hear what others are doing and any learnings along the way!
Competition for the Most Robotic Human
What’s your greatest clue that you’re emailing a support rep who isn’t thinking of you as a human? Let’s start a thread below of the most egregious violations.I had two support email conversations recently where the first reply was a bunch of boilerplate questions that I’d already answered. Fuming. Would hate to create that kind of experience through our own customer success program. Next week, I’m joining two Gainsight experts (@lane_h , and @Tori Jeffcoat ) talk about how to make a digital CS program feel -- and actually be -- human-first.👉 Info & Register 👈 Drop your thoughts below about a clue that someone’s being a robot with you!
Keeping Digital, In-Product Communications Human-First
I was thrilled to be part of a webinar earlier this week with @seth and @lane_h on Digital Customer Success: Secrets to delivering a human-first experience. We had a TON of interest and engagement on this topic, and as a result, had so many really great questions submitted during the webinar that we didn’t get a chance to speak to them all. If you missed it, I highly recommend checking out the recording, or watch this quick recap video of our in-product tips to keeping digital comms human-first below 👇 Many questions had to do with when to send digital, in-product communications to your users and customers. Timeliness is key to relevancy when it comes to in-app, and if your digital communications are truly ‘human-first’, they should always be as relevant and value-add to your users as possible. Another question was how do you trigger digital communications - what activity, data or segments should be used to identify a user is a good fit for a digital engagement. ‘When’ and ‘how’ of
Doing More With Less - EBRs! ( Digitally )
As we gear up to the Digital route nowadays and foresee that as the future to be, how do we do Digital EBR ( Business Reviews )❓Here's what I think about it & I would like to call it "Value Realisation - Business Review" ✌1. Identify - procure objectives from multiple clients via survey or an engagement, and select 3-4 clients who are atleast 80% match on the objectives.2. Automate or orchestrate communication which will help us to set expectations for those selected clients on what we wanted to achieve.3. One: Many - Have a generalized presentation on the best practices of the matched objectives and drive via roundtable or webinar or a Review.4. Once the session is done, send a personalized presentation including the matched objectives best practices + unmatched objectives specific to the client + Adoption Trends, etc...5. What is Next? - Take Action - Playbook, CTA's, Derive outcomes.Thank you for taking the time in going through the above.Feel free to share your thoughts &
Recording: Digital resources that make CSMs more efficient (CS Ops Meetup Presentation)
In our monthly meetup group about the CS Ops of Digital Customer Success, we spoke in March 2023 about digital resources that make CSMs more efficient. Here’s what we learned! 📝 Note-taking slides from the breakout rooms Learn about these meetups in the future by signing up for the monthly CS Ops Newsletter.
Making CSMs more efficient using digital resources
CSMs often have to have the same conversation multiple times. What are some resources we can automate digitally that can answer customers’ questions so our CSMs don’t have to? I’d like to think you’re already doing this for some subset of customers in the form of newsletters or welcome emails but what’s preventing you from rolling this out across the whole customer base? What roadblocks are you facing when it comes to implementing automations to push out resources to your customers digitally? I’m facilitating a virtual meetup tomorrow (March 22) at 8am PT where you’ll get the chance to break out into small groups to talk through your ideas and also hear what your peers are doing as it relates to digital customer success. We’ll then reconvene and hear takeaways from a few groups. Please join us! 👉🏽Register and learn more here
Here’s why CSMs and PMs should be best friends (and how to supercharge that friendship)
As a Group Product Manager at Gainsight, I’ve learned that a strong Product & CS collaboration can truly supercharge both roles by empowering CS with product outcomes, and empowering Product with feedback and input for those outcomes.Here’s 3 reasons why this friendship works, and 3 tips on how to take that friendship to the next level 🚀 1️⃣ Shared interest in the success of the productCS and Product's combined efforts lead to customers using your product successfully, which obviously helps improve retention. Especially in B2B SaaS, CSMs can help PMs identify unknown customer challenges and unmet needs. Leveraging these customer insights to address these needs through Product leads to a win-win situation 💪2️⃣ Connecting customers to product teamsCSMs have first-hand insights in what their customers struggle with. If Product has an outcome, eg. to drive adoption of module X, CSMs can connect PMs to customers that are facing challenges in adopting module X, which makes product disc
3 Steps to Implement Tech-Touch Processes in Your Customer Success Organization
As companies try to overcome inefficiencies, many Customer Success (CS) organizations are looking to automate tasks that can help win back precious time. A “tech-touch” strategy in your Customer Success organization will allow you to scale your operations, improve the effectiveness of your team, and engage your customers in a consistent and timely manner.I’ve worked with many customers to optimize their processes by implementing a tech-touch strategy. When going down this path, there are a few things to keep in mind. Define Your Customer Journey The first step is to take a look at each stage of your customer’s journey. Within each of these stages, document your customer touchpoints. Taking the time to do this will go a long way in helping you realize where and how your team is spending their time.One of our customers, Popmenu, takes a very systematic approach to documenting daily work processes. Jess Kitt, Vice President of Client Experience with Popmenu discusses this process. “On
Level up your Digital CS strategy with Calendar booking links
Scheduling meetings can be very time consuming; and can often be the reason why customers don’t schedule meetings at all. Reducing the friction between both account management teams (i.e - Customer Success Managers, Account Managers, Solution Architects, etc.) and customers can help significantly with improving the response rate of your requests for a meeting. One tool to help with this is Calendly. A popular calendar booking service that allows third parties to select a time slot that is convenient for both them and you, without the need for long email chains back and forth. Calendly in particular has some great features such as round-robin scheduling (great for pooled teams) and group bookings (great when you want both a Customer Success Manager and Account Manager to attend). Once your team has selected a tool such as Calendly, the next challenge is getting your customers to book the time at the right point in their customer journey. This can vary between all sorts of different use
Getting started in Digital CS
@lane_h just finished hosting @Tori Jeffcoat and me on a webinar (recording will be available here) about creating a human-first digital customer success program. These were our getting-started takeaways. What are your suggestions or questions about getting started in Digital CS?
Community and CX leaders talk leveraging Community for Customer Success
Been a late find for me but Gainsight’s director of CX and Scale @lane_h and Head of Community of inSided by Gainsight, @Alistair FIeld get together with our VP of Customer Success, @easton_taylor to riff on the obvious synergies of a CSM org and an active Community.📹 Watch it On-demand here📕 And also, there’s this Big Book on Customer Success for us to download.
Webinar Recording: The Key Skills CSM Teams Need to Succeed in 2023
If you missed our webinar on March 7 on The Key Skills CSM Teams Need to Succeed in 2023 you can find the presentation and a recording of the slides below. In this webinar Easton Taylor, VP of Customer Success, Gainsight joins John Thackston, CEO, SOAR Performance Group and Andy Thompson, AVP Consulting & Client Success at Recorded Future for a discussion on how you and your teams can be best equipped for the year ahead. During this webinar they discussed:How the required skills for CSMs are changing based on the current business environment How to effectively develop new skills for your CSM teams Ways to measure the business impact of skill development SlidesRecording
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