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All, Our CSMs are using Gainsight primarily as a place to log activities. They're not living in it and we can't figure out why. They still seem to be keeping spreadsheets, post-its etc. So, I'd like to understand what the ideal CSM workflow looks like in Gainsight - that way, I can try to retrain and/or get a better sense of why they're not using it in that ideal way. Help?
We are beginning our DCS journey, including creating a foundational success hub in our community. I'd love to hear what other success hubs look like? What kind of content do you feature? Is it a separate "hub" in your community or integrated within? How do customers leverage it? Etc.
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.
We wanted to help CSMs and all customer-facing roles do what they do, but better. How can we do that? Improve your productivity by giving you access to core Gainsight functionality within the solution you use the most—email and calendar. Gainsight has introduced an email integration as part of our GS Assist feature. The new Chrome plugin allows Gainsight users to access Gainsight email templates from their Google or Outlook inbox, allowing them to quickly send the right message to their customers. CSMs can log customer emails to Timeline directly from their inbox, making it even easier to capture this context. Gainsight also offers calendar integration in Cockpit. You can sync upcoming Calls-to-Actions (CTAs) and view them directly in your Google or Outlook calendar. By monitoring customer data and triggering CTAs, you will know when action is needed on a customer account. Click here to read more about our workflow optimization tools.
Yellow is the new Red (or is it?) How have you defined your grading scheme, measures, and weights for your Customer Success 360 Scorecard?
Yellow is the new Red (or is it?) -- How have you defined your grading scheme, measures, and weights for your Customer Success 360 Scorecard? I'm hoping to compare our setup with others. Our grading scheme: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161110-121510-25vdvp-GS_Scorecard_GradingSchemeKapost_inline.png[/img] Our measures and weights: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161110-97797-kdbhkx-GS_Scorecard_MeasuresAndWeightsKapost_inline.png[/img]
@Justin Bills, Senior Manager of Customer Success Operations at Greenhouse, presented on How to be a Change Management Superhero (🎬 Watch the webinar recording) Two follow-ups for you!Further hone your change management superpowers with Changing Minds & Mindsets Along Your Customer Success Journey. A question for you:What item from Justin’s presentation hit you the hardest (in a good way), when you’re thinking about change management for your CS team? Post your thoughts below so we can all compare notes!
I’ve been at every Pulse since 2016, so this will be my eighth. There’s really no experience like it, so in honor of Pulse’s 10th year, I took a nostalgic trip into the depths of my photo library...When I walked into my first opening keynote, I remember my primary reaction was WHAT IS HAPPENING That year, I also received a Sally Award (a precursor to the GameChanger Awards), which was a delight, though I remember did not fit easily in my very very full carry-on.The next year had a rockin’ theme of the 90’s, and then Vanilla Ice took the stage and I remember thinking WHAT IS HAPPENINGThat was a great year for music. Pulse had a party on an aircraft carrier with a cover band. (I also remember that the snacks included Pop-Tarts. That memory -- it’s fond.)I took the photo below at Pulse 2018, on my 36th birthday, a Monday. I had taken the long, early-morning flight from Boston that morning, coming to Pulse as a presenter (CS Ops presentation theme = Julia Child 👩🍳 ), as a recipient of a
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
This is a great report to add to your renewal dashboards and/ or Risk Escalation Dashboard. Step 1: Go to Administration → Data Management and add a field to the company object called “Days Until Renewal” you’ll want to make this a formula field within the MDA object Step 2: Once you’ve tested and saved step 1, you’ll then want to go to report builder and use the company object as your data source. “Sum of Score” is located under the + Current Score Look up as the“score field” and you’ll want to click on the widget icon to update the “aggregrate” to sum. In the by section you’ll be including “Account Name” & “Label” field from the Current score look up, and make sure to SAVE the report Step 3: when you initially “run” the report you’ll come back with some funky colors labeled “red, yellow, Green” in order to update the color scheme you’ll want to go back to the “report repository” and in the 3 dots in right corner click on “custom colors”. Search for the “scoring scheme Def
Can we stop receiving responses for a survey after the time-period mentioned in the conditional wait of a program is completed.
Hello Team,We could see that the survey link sent from the program is accessible and end-participant is able to fill the survey even after the participant has completed the journey(after completing the time mentioned in conditional wait).Here we are receiving the responses and storing as the data would be useful for future purposes but customer do not want to receive the responses for those participants who completed the journey after the time mentioned in conditional wait.Can we do this?Thanks & Regards,Srikanth
I understand that the Customer Info object in SF and the Company MDA table work very similarly in that they are regularly updated copies of information from other SF objects. Can someone explain to me the pros and cons of each and whether or not it's recommended to use one over the other? It seems like I'm repeating a lot of the same work to have all fields represented in both places. Thanks!
What are the most creative CoPilot communications you have sent? What were the use cases? What was the response from these messages? I've been thinking that there are many use cases for CoPilot especially in mid and high touch models that some great champions have dreamed up (whether or not you've implemented them) and I would love to hear your ideas. Thanks in advance!
I'm running into issues where I cannot assign the CTA owner to the SFDC user contact from our Salesforce Account Object. We currently have these field below as look up contact fields in SFDC Account. 1. Account Manager 2. Customer Success Program Manager 3. On-Boarding Manager The CTA's I'm creating need to be assigned to one of the three above. By default, these fields are not available for me to use as an "owner field" I'm creating these rules from GS Relationship, Matrix Data, Activity Timeline, etc. for reference. How can I get the look up contact fields from the SFDC account as the "owner field?"
Are there any recommended Test automation tools that we can use to test our Gainsight environment I'm looking for testing the UAT tests that we run on Gainsight when we upgrade to newer builds These UAT tests includes validation of Rules execution, Permissions and access to various features of Gainsight web currently Any advise here will be helpfull
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
At Pulse, small roundtable discussions were hosted on various topics for the CS Ops community, and I hosted a roundtable about Gainsight Adoption and Enablement with about 8 other CS Ops professionals! We wanted to share our key takeaways from the discussion to the broader Gainsight Community -- below you’ll find the topics and notes from the conversation.Timeline Adoption Create a Last Contact Date or Last Engagement Date field on the Company object to give managers and CSMs visibility on customers that haven't been reached out to in awhile (or whose Timeline haven't been updated...!) Leaderboard for Timeline entries logged, by segment. Shared in a public-facing email or newsletter. Drive "gamification" of Timeline logging CSM Manager/Leadership Adoption Identify a GS stakeholder from this group to partner with you on GS initiatives and releases, so they can support you with enabling the ICs on the team and getting buy-in from other CSM Managers Create 1:1 Dashboards and Team Dashb
#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
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
Hey fellow CS Camps, Question for ya. We are struggling with proving our adoption rate. We feel every use case is different so we need to keep a million scores to see what adoption really is and then we will only have it per customer. Sound familiar? My question to you, how do you do it? Do you have one percentage that that you say when you are being asked: what is your adoption rate? And how do you calculate it? Next step is, what is a good percentage? We are struggling with this. Would be absolutely awesome to hear your best practices! Thanks so much in advance! Martine
I'm thrilled to attend my first Pulse event! I just joined Intelligage, a company that provides AI-powered customer success solutions. While I'll be working at our booth, I'm also eager to connect with everyone here. I've heard great things about the puppies, so they're definitely on my must-see list. If you have any tips (I have checked out the pro-tips), let me know. Looking forward to meeting you all!
Background: We've created an Executive C360 for their sponsorship calls that summarizes key information rather than being the detailed CSM version (assuming that's a common scenario) Goal: We'd like to run a snapshot that mimics the same information in the same format we've provided in the C360. This way they can have this detail on paper at any point during their meetings if not directly in front of a computer (You know, the age old thing of true face to face interaction without screens? It's wonderful) Issues: 1) A) The C360 snapshot is pulling in views we're not utilizing and creating a prescribed view that carries useless information. See attachments for comparisons of summary (data not complete).. sorry for the scribbles B) Also missing other key sections besides scorecard. 2) Success snapshots does not allow me to mimic this information either. Not finding much use. If anyone has suggestions for this type of extraction and use case let me know! Would
Thanks to the foresight and awareness of my colleague Margo Martin who leads the Customer Success team at Deltek and Deltek’s implementation of Gainsight PX I have gotten a front row seat to understanding the benefits of the Customer Success and Product Management teams working together closely. We have discovered that in a strong product and customer focused organization, the Customer Success and Product Management teams have a huge opportunity to create significant value by having a strong, synergistic relationship to help ensure customer loyalty and retention. As a result, I’ll be sharing the stage at Pulse with Margo Martin in our session titled Harnessing the Power of Customer Success and Product Management Working Together. In this session, you can hear about how Deltek's implementation of the Gainsight suite of tools has prompted and highlighted the importance of nurturing this relationship and why, how and what benefits we are seeing by having Customer Success and Product Mana
Challenge accepted! @aaronhatton @Sruthimalla !Here is how I use Gainsight as a Director of the CS team Few things that I focused on: 1. Lack Of Visibility - Reports & Dashboards ( lack of activity, visibility into core KPIs, RC, CI )2. Unexpected Churn - WBR ( Risk Process / Management )3. Scale & Efficiency - C360, Playbooks, Cockpit, TimelineThis is just a glimpse, and excited to get into deep dives as needed.!
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