Share Industry Knowledge
Share and learn industry best practices based on specific job functions
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Starting Simple and Winning Fast'. What did you find the most inspiring?DescriptionIf you are just getting started on your customer success journey, or exploring ways to simplify product onboarding or adoption, this track is for you. Hear from experts and peers on how to get started fast and stay laser focused on delivering valuable outcomes in weeks, not months.
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Growing and Optimizing Net Revenue Retention'. What did you find the most inspiring?DescriptionNet Revenue Retention is not just a customer success metric. It is now a metric that drives company valuations and market cap. Hear from leaders who will provide tips on how to plan and execute cross-functionally to improve NRR.
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Turning CS Ops into a Strategic Advantage'. What did you find the most inspiring?DescriptionHear from CS Operations experts as they share best practices on a range of topics including building a CS Operations function, developing your post-sales operations strategy and roadmap, maturing and scaling your CS strategy to drive efficient growth.
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Managing Enterprise Complexity and Scale'. What did you find the most inspiring?DescriptionHear from leaders who will reveal how they overcame the challenges of improving adoption and retention at large multi-product, geographically distributed enterprises with multiple stakeholders and massive user communities.
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Driving Growth Cross-Functionally And Community-wide'. What did you find the most inspiring?DescriptionCross-functional priorities such as driving product adoption, increasing net-revenue retention, improving customer satisfaction, and driving advocacy need a unified approach across multiple teams in your company. It also requires effective digital engagement with your customer community. Hear from experts who will share their lessons on how to achieve this unified approach.
In-person or virtual, you can always join the Pulse 2022 conversation by Join the Community  Download the App  Share on Social 🤝🏼 Register and participate in the ongoing threads in this All About Pulse space 📱Download the mobile app for an IRL experience of the event iOS Android #️⃣ Use hashtag #Pulse2022 to Share conversations with the world on Social media See how @matthew_lind uses the app for a rich conference experience.The app is also available for the web.
Gainsight Administrator is a creative, powerful role. It drives career development, it lives in the cutting-edge world of Customer Success Operations, and it’s both a new challenge to a systems administrator veteran and an entry-point for someone looking for a first ‘technical’ role.I know, because I’ve lived it and I’ve seen it. I became a Gainsight Admin in 2015, and earned my Level 3 Certification when it first became available. After transitioning from ‘Gainsight customer’ to ‘Gainsight employee,’ I ran Gainsight’s CS Ops team for 2 years, which included experienced Admins who have since grown into leadership, and first-time Admins who had never configured a piece of software before. In my newest role, I see the experiences of Admins with all levels of experience, plus their managers, on a daily basis. I hear about what they need and what has worked well for them.And I hear how out-of-reach the role can feel for newcomers. It’s intimidating, or confusingly different from job descri
We’re so glad you’re here! A year ago at Pulse, Gainsight announced the CS Ops Mentor Program powered by Mentorloop just for CS Ops Professionals, whether you were looking to land a role, just getting your feet wet at 6 months in, or experienced! Since then, in Gainsight’s community alone we have had over 3,000 people from all sorts of CS roles reply with interest and start conversations, and 261 mentees, 21 mentors, and 136 who don’t mind either, sign up for the Program. If you missed it, don’t fret! This year at Pulse there’s a big chance the best minds will also be a part of our growing CS Ops community. CS Ops Mentor Program for new and experienced CS Ops Professionals:Mentors can expand your network, build coaching and people skills, while reinforcing your knowledge on subject matters and offering mentees a different perspective. By the way, signing up is easy and free. “I have mentored dozens of people in my career and it has made me better at what I do. Teaching is the best way
Can you believe we are just over a week away from Pulse? Not sure about you, but I’m FIRED UP for thousands of professionals in Customer Success, Product, and Community from across the world to learn, celebrate, share, and have fun in our own unique way.It’s been a popular request to meet other customers just like you and we wanted to create a space for you to set up some in person networking opportunities! Comment on this post with your interest area (Example; Digital lead CS, Community management. etc.) to meet folks who are trying to solve a problem just like you! If you have any questions, please reach out! CaraCustomer Advocacy Manager @ Gainsight P.s. Comment on post to continue to meet in person after Pulse. Let's form local user groups from your area if there are enough people interested.
If you’re in CS Ops or are a Gainsight Admin, here’s how to get the most out of Pulse!MEET VIRTUALLY, TO RAMP UP TO MEETING LIVEThe “All About Pulse” area is live for the ramp-up to Pulse. Speakers got things started by posting about their sessions, including in the CS Ops track. During Pulse, we’ll be directing attendees here to post their questions, reactions, and ‘aha moments’. So, to get ready, create an account, put a pic and info in your profile, and post a comment about the one thing you most want to learn about this year. (This is the one area of Pulse that is open to people who have not purchased tickets.)TUESDAYPulse Academy Live (registration required) Gainsight 101: Gainsight Admin Foundations Gainsight Admin 200 Series Gainsight Admin Happy Hour 🍻 We’re thrilled to get admins together with the only other people in the world who can appreciate an elegant Bionic Query! Gainsight is providing drinks and appetizers. 5:30-8:30pm No registration required Black Hammer Brew
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Human-First Leadership'. What did you find the most inspiring?DescriptionWe strive to be living proof that you can win in business while being human first. In this track, learn how to navigate career changes and transitions, our experts will discuss how to be a leader and build a strong community, and so much more! Let’s talk about how we can bring humanity back into this technology-driven world.
I’m seeing more and more organizations put the importance on digital led segmentation as they go into the end of the year. It is important to focus on digital led strategy to plan for durable growth over the next few years. The question I’m seeing get raised is “How do we transition customers into a digital led/digital first program?” This question is one I faced last year as we were building out our segmentation. The hard part was I couldn’t find many resources on how to do this. However, I did have some great conversations with people at organizations who had to make changes to customer engagement models (high touch to mid touch, changing CSMs). We took some of these best practices and applied them to our approach. Determining when to transition customersThere are three ways we identified when customers should move engagement models:Evaluate their current engagement - Look back at the data you have. Which customers meet the criteria for the new engagement model you are moving them t
For Gainsight Administrators attending Pulse 2022 in-person, we're creating an opportunity for you to come away with customized, tactical coaching from an expert admin. Plus, you'll meet fellow admins who you can feel comfortable connecting with in the future. Five experienced admins -- hand-picked members of our CS Ops Product Council -- will each host a roundtable.Each roundtable is limited to five participants so that the conversation can be intimate and in-depth. Registration is required to secure your seat.You can only register for one. Several will happen during the same lunch block, plus we want to maximize the number of admins who have access to this opportunity.Bringing a Negotiation Framework to Collaborative Design, hosted by Bradley Bazhaw @bradleymcg -- Register Here Description: When building a solution, you need to partner with people to understand their requirements, but also decide on a design that works within the capabilities of your system(s), like Gainsight
Hello - Looking for some use cases or best practices around including our clients’ sales performance into the overall health score. The thought being that our clients’ sales performance impacts their ability to purchase/budgets and can thus impact churn. I’d love to hear from anyone doing this or if it’s common practice not to include, why. TIA!
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.)
Hello- I’ve seen some really old posts on this topic but nothing recent… I’ve been asked to report out on internal usage of our GS platform. They log into it via SF so I’m not sure if I can get logins / week - any suggestions or help on what to pull for this type of report would be helpful. TIA!
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Scaling Massively with Digital Engagement'. What did you find the most inspiring?DescriptionDigital-first is the preferred way that most customers want to engage, and digital engagement is the only way to ensure no customers are ever ignored. Learn from customer success, product, and community experts on the best strategies to engage your customers and your community in personalized yet highly scalable ways.
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered on the topics covered in our three keynotes.What did you find the most inspiring? DescriptionDuring the day 1 opening keynote you'll uncover trends in Customer Success and Product, hear from business management expert Geoffrey Moore, and catch panels of CPOs, CROs, and CEOs.On day 2, the product team will unveil incredible product enhancements that change the game of customer-centricity.We'll close day 2 with a fireside chat with the CEO of Box, a panel conversation with Community leaders, and a surprise keynote speaker!
#1 - Your best team event EVER will happen here. Personally, I've hosted my annual team Customer Success event here year after year and it's a fantastic environment. The ORA of Customer Success will be so strong and powerful like the force, and your team bonding experience will absolutely change the game for your company. You might even win an award!#2 Puppies - Last year there was a puppy cam which created so many "good feelings" across cyberspace it almost took down the servers. To quote the great Charlie Brown and Snoopy, "Happiness is a warm puppy". Hint: They might play frisbee with you in person . . . .#3 - Product innovations - Gainsight continues to innovate in areas from human first emotions to Horizon AI and #plg. Inside the platform you'll now see Gong and Zoom calls to re-watch at 1.5x speed and comment on. Your Customer 360 will include meeting intelligence with Complete CSM to hyper-analyze calls into how your customers are trending with #CustomerIntent over time to predi
The timing of the first CS Ops hire is a key question many of our customers face. Our view is that once you have about 5 CSMs, you’ll need to start developing smart processes for running your team and to hire a CS Ops lead. Once you have about 10 CSMs, your CS Ops lead will want to hire a junior person, in order to focus more on strategic activities. You’ll want to screen candidates based on the following attributes: [list] [*]Passion for designing processes that scale [*]Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions [*]Enjoys “getting their hands dirty” by digging into complex operations [*]Takes high degree of ownership over their work [*]Clear communicator with professional presence [*]Strong listening skills; open to input from other team members and departments [*]Ability to lead through influence [/list][url=https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Gainsight_CS-Ops_JobeDescript
Hello and welcome to the online community for Pulse⚜️ All About Pulse ⚜️ 🎫 Everybody’s got a seat here, Subscribe to this Pulse sub-community and let’s get started! How Pulse startedThe very roots of the industry’s biggest Customer Success conference has always been this idea of nurturing and bringing up a global CS Community.In @nick_mehta’s own wordsPulse grew up not as a “user conference” or a “product event” but as some mix of reunion / revival / therapy session for all of the people in customer success who could, once a year, finally have someone to sit with at lunch. So here we are to:Meet who else is attending PULSE this year with us? What have they been talking about on the Gamechangers community? Maybe we could try to make sense of Track discussions together? Maybe we could sync right here to grab some lunch in the session-breaks?This is the place for all of that to happen.
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