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Share and learn industry best practices based on specific job functions
August was a great month to get Admin certified! Kudos to everyone who started their admin learning journey and earned their Associate certificate, as well as those who made it to the top and obtained the coveted NXT Admin certification!Today, we’re also launching our first Level 2 exam on Reports & Dashboards! You can read more about that here.For those of you that earned a cert in August, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge, and use the hashtag #gainsightadmin! This helps us build awareness and recognition in the market for Gainsight Admin skills, experience, and certification. If you earned your certification in August and you’ve already shared your badge on LI, you can still win. For everyone that shares their badge by Sept. 24, I’ll put your names in a hat, and pull out 3 winners! In August, we certified 10 Gainsight NXT Admins (Level 3):@ajit Jasmine Williams@Dsousa Travis Peterson@Desikan_N
We’re so excited to announce the launch of our first Level 2 certification on Horizon Reports & Dashboards! It’s also our first practical exam, meaning no multiple choice questions. Test takers will build 6 reports and a dashboard directly in a Gainsight training environment. This certificate is intended for people who have completed our free elearning, and have some hands-on experience with Gainsight. If you support your organization by building and managing Reports & Dashboards in Gainsight NXT, then this certification is for you!As an introductory special, the first 20 people to register can get half-off the $125 cost of the exam using the code REPORTS-50. You must register and take the exam by the end of October to receive the discount.For more information and to register, click here. Feel free to comment here, or email email@example.com with your questions.Special thank you and kudos to @benwanlessmenlo, @leah.myers, and @carolyn_nieberding for participating in our
How do you manage reporting on all of your Journey Orchestrator Program's success?How Panadoc is doing it right now for Expansion Campaigns: https://share.getcloudapp.com/9ZuQ00YbHow we have done it for some of our feature adoption Campaigns to measure impact of those in the past:https://share.getcloudapp.com/d5uRPP66 https://share.getcloudapp.com/OAunWW47
Hi everyone - I’m looking to gain some insights from companies who are doing awesome things and seeing real outcomes with their 1:many email campaigns - mainly focused on new user product adoption. We have been doing a lot here for the past year, and looking to talk to other leaders in the space, share notes, and learn from one another.
Hello Everyone,We appreciate all the product inputs that our customers take the time to share with us in the Community. Your feedback helps us build better products and services and stay in tune with what customers expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented some of your suggestions in the v6.27 releases!Following are the Community posts implemented in v6.27 (SFDC & NXT) release: Following are the Community posts implemented in 6.26 Patch release [NXT]: Hi @dan_ahrens, could you please mark the 2nd post mentioned above as ‘Implemented’? Thanks. FYI @minh_phan @Cornelia
When you’re building digital-led journeys for your customers, it makes one question extremely important: What’s the best way to map your customer’s journey so it’s useful for this purpose?We got 80 digital-led CS leaders and strategists together in breakout rooms to talk through their successes, stumbling blocks, and ideas. Below, find their takeaways that they found most valuable from those conversations, in their own words.Rules of thumb when getting startedStart small, with one persona for one segment Bite size digital journeys can be a good starting place Customer journeys can be simple. Don’t overthink. Just START something and build on it. It’s not easy to get Product/Engineering, CSM and GTM aligned. Lol! Less is more! It’s a slippery slope to a monstrosity of a map, which no one outside your immediate team can understand. So, context is key to determining what you’re mapping. Takeaway: "Simple is good." A map should give a simple frame of reference for where a customer "is at
When you’re building digital-led journeys for customers, Email Programs are a fundamental part of the puzzle. We got nearly 100 digital-led CS leaders and strategists together in breakout rooms to talk through their successes, stumbling blocks, and ideas. Below, find their takeaways that they found most valuable from those conversations, in their own words. (The next meet-up about The CS Ops of Digital-Led Customer Success is in September 2021 -- register here to attend or receive the takeaway bullets.)Scope of digital-led CS and email programsWe have a lot of similar opportunities to develop more automated/targeted touch points Challenges are similar: Selling 1:many approach to leadership is difficult when high touch has been the typical approach Division of Marketing vs CS emails Promoting 1:many engagements - what does that include and how do you do that at scaleDesigning the journey/campaignThe desire to be “Personal” and send messages from a person (the CSM) can backfire and shift
Has anyone developed a good process around transitioning customers between CSMs at SCALE? ServiceTitan wants to know!
At present, our process is very similar to this (using Timeline/Success Planning) but if a CSM is managing 70 Customers and they are promoted or moved to a different segment OR are leaving the company, 70 CTAs can admittedly become cumbersome. Timeline allows you to date stamp an entry. CTA allows us to have standardization and accountability that the transition has indeed happened and creates efficiency by sending an OOB email through email assist to inform the customer of the change. So all good reasons to use a CTA BUT is there a better way we are not thinking about.cc @AgassiTran @tyler_mcnally, @courtney_hauser : Any thoughts, ideas, inspirations?
July was a big month for Admin certification, and August is going to be too! We’re launching a new Level 2 admin certification for Reports & Dashboards. It’s our first practical exam where you build reports and a dashboard in the Gainsight NXT environment. Stay tuned for an official announcement in the next few weeks!For this month’s contest, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge, and use the hashtag #gainsightadmin! This helps us build awareness and recognition in the market for Gainsight Admin skills, experience, and certification. If you earned your certification in July and you’ve already shared your badge on LI, you can still win. For everyone that shares their badge by August 15, I’ll put your names in a hat, and pick 3 winners! In July, we certified 12 Gainsight NXT Admins (Level 3):Joseph DiFilippo@kcsp @Pankaj Rhiannon Hargrave@colette_goode Vikas Srikanth@johntrask_bt @Niall @ewinglel @tay
Does anybody out there have multiple language options in their Knowledge Base? We are tring to share only content from our Knowledge Base that is currently translated in local language. I was wondering if any Knowledge Base tools (Google, Salesforce, Thought Industries) has content in multiple languages and if that Knowledge Base can serve up articles that are only in the localized language?
Hello Everyone,We appreciate all the product inputs that our customers take time to share with us in the Community. Your feedback helps us build better products and services and stay in tune with what customers expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented some of your suggestions in the v6.26 release!For more information, refer to the v6.26 (SFDC / NXT) release notes.Following are the Community posts implemented in this release: Thanks! FYI…. @neelam_mukherjee @dan_ahrens @sai_ram
We have been using an engagement document with customers to collaborate. It is a one/two pager with tables with the ability to put the customer logo on the document. Is there plans to incorporate a look and feel like this in Gainsight? The Success Plans make you hop around and put information in different tabs, which is not conducive to a seamless customer meeting.
Congratulations, to everyone who took an Admin exam and passed in June! Sending you all virtual high fives ! And if you’re the first person from this list to send me a private message, I will also send you some swag, as a token of our admiration for embarking on the admin learning journey! In June, we certified 3 Gainsight NXT Admins (Level 3): @AubreeSorbo @jean.nairon @c-mhanif_jwplayer And, we also certified 19 Associate Admins (Level 1):@pmccrudden @libby_bowen @kstim @jessica_keenan_palmer @pgrajek @sarahmiracle @lquintero @tmorgan @malmazbek @kvanderwyk Rafael AquinoHyojin KimAllie LudowissiCarlos AscanioDavid PetersonDaniel MooreAmy Nguyen
We assume that you have a way to identify which customer is due for renewal and when is their renewal and you are tracking the renewal process(Opportunity) something similar to the below example. To calculate Retention Rates in Gainsight, We should use the Data Designer feature. Click here to know more about Data Designer. Calculating Net Revenue Retention Rate:Step 1:Using Data Designer, fetch Renewal and Expansion Related Information from Opportunity along with their Close Dates and Stages. Step 2:Next step is to get the First day of the Quarter for the Close Date of Opportunity. In case if you want to get Retention Rates by Month, You need to get the First Day of the Month for the Close Date of Opportunity. Step 3:Get the SUM of Amount of all the Opportunities, SUM of Current ARR and Total Number of Accounts per Quarter(Grouping by Quarter). Labels: SUM of Amount → Total Renewable ARRCount of Accounts → Total Renewable AccountsSUM of Current ARR → Total Current ARR .Step 4:Ge
When you are using success plans to track your long term projects, aren’t you always curious to check how much of it is complete and what is the progress made so far?Of Course yes, and if I tell you that there is a seamless way to track that with just a simple data designer job, won’t you be excited to check how? So here is how you can do it. Create a design designer to pull theCS Task object. This object contains all the tasks information of any CTA. Specifically to pick the tasks of success plans only, need to apply filter type= Objective as shown in the image and pick the below fields. We are bringing the count of all tasks under a objective and grouping by CTA, company. Note: If you have multiple success plans, then we need to add a success plan template name as well to filter out the required success plan. Then in the other data set just pull the count of only closed tasks similar to the dataset set in step 1 just with the filter extra for status. Now we merge both the dataset
In May, we certified 6 Gainsight NXT Admins (Level 3): @narayanan_s@uhussain@philippkochinka@christian_auner@Tavleenkaur Bindra@Vinay Sahoo And, we also certified 19 Associate Admins (Level 1):@Elliott Leonard@Christina Springer@GraceP@Wilfredo Ruiz@Sarah Kinney@smurray@Ryan Creamore@Sahoo Vinay@Ramesh Anthati@Shwetha Joy@benwanlessmenlo@MariaTuregano @ralucagorbanescu@prabudhsingh@Grace David@Kenneth King@jmuhiu@firstname.lastname@example.org Congratulations to everyone who passed their certification! Now look out for and be sure to accept your Credly digital credential offer! If you have any questions, please email email@example.com
We were just discussing that we would like our CSM's to ask one specific question in all their upcoming customer meetings (to gather broad feedback about a topic, so it's an open question) and would like to file the responses in Gainsight, so we can access them in a structured way. (Over time, we might add additional questions)What would you consider to be the best way to do that, both from a CSM point of view (it needs to be easy to file the answer) and from a data access point of view (it needs to be easy to get all the answers in one place for further processing)?Some options I could come up with:Create a custom Timeline Activity Type Create some rich text fields on the Relationship to gather the response, and add a page to the R360 with these (editable) attributes [but then they would only be able to enter 1 response per customer, and they might speak to multiple people] Create a low volume object and add a related list to the R360 where CSM's can add the responses
If you’ve earned an admin certificate (level 1 or 3, SFDC edition or NXT), look out for your digital credential offer from firstname.lastname@example.org today. Be sure to accept your free badge, and then share it to your LinkedIn profile and/or news feed!From the badge offer email, you’ll be prompted to create an account where you can accept and manage your digital badge; a verified credential and graphic representation of the knowledge and skills you’ve obtained and confirmed through our assessment(s). Your digital credential / badge is portable and includes the details of your accomplishment. When you choose to make it visible to others, they can read about what it took for you to earn your certificate. You can easily share your badge on social and professional media with one click. You can also send a link to it by email, add it in an email signature, blog or website. What are the benefits of a digital credential on Credly? A web-enabled version of your certification that can be shared online
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
Hello Team,Below is the use case:Customer wants to send heads-up email to the CSM to let them know that their Accounts would be receiving a survey mail the very next day.So in Heads-up email, the to “address” is selected as “Sender Email address” and few values in that field are in Opt-out because of which the entire record is getting failed and no survey email is also sent to the Accounts.Customer wants to send survey email to the Accounts irrespective of the opt-out preferences of the sender email in Heads-up email(even though the CSM is opted out). Can this be possible. Thanks & Regards,Srikanth
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