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850 Posts

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rachana shastryRegistered User
published in Customer Success Inspiration

Who should the NPS survey be sent from ?

Survey Best Practice  : who should be the sender of the NPS and the follow-up e-mail ? Customer is choosing between CEO and regional head of department . They did rule out having it come directly from the CSM.

2926
MariaTuregano
Shoshin
2 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Customer Success Inspiration

Congrats to our newly certified NXT Admins & our 1st Associate Admin!

In April, we certified 10 Gainsight NXT Admins (Level 3), plus we launched a new Associate Admin (Level 1) certificate for new Admins!  Special shout out to Mirijam Stewart - our first Associate Admin!Earning the Gainsight NXT Admin certification represents a lot of hard work learning the ins and outs of Gainsight’s CS application! Typically, we recommend Admins take our free introductory elearning, followed by our instructor-led hands on courses, and then dig in with practical on-the-job experience before attempting the exam. If you’d like to learn more about our certifications, click here. Welcome to the distinguished rank of Gainsight NXT certified Admins! @oc @Ediazesquivel @tsmorin @Justin Bills Oliver Mathues@theresalucius @caryn @mprato Rachana Shastry@soumitrasahu 

1355
meenal_shukla
Gainsight Employee: MVP
2 years ago
lane_h
Gainsight Employee: Golden Ruler
lane_hGainsight Employee: Golden Ruler
published in Customer Success Inspiration

RECAP - How to Identify Metrics, Build, and Assess a Health Score that will Drive Renewals

On April 29th, @harriseilenberg joined me to talk about how Mavenlink uses their health scores to drive predictive renewals. If you only have 10 minutes, I’d encourage you to listen to Mavenlink’s part of the webinar (27 min mark) where Harris talks about how they took their health score and measured it against renewals to determine renewal accuracy. During the Q&A, Harris addressed that you don’t need a data scientist or a degree in statistics to be able to do this. If you’d like the slides we reviewed, you can find them here.Other takeaways from the session:Schema Methodology - ensure your schema has 4-5 options to allow you to see how account health is moving instead of a block of yellow Scorecard Makeup - Measure health on two axises, Experience and Outcomes Measuring for Accuracy - test your scorecard against renewals to ensure accuracy

1031
sai_ram
Grand Slammer
2 years ago
Julie-Pinto
Team Captain
Julie-PintoTeam Captain
posted in Product Experience Best Practices

Digital Led Learnings: Quick Engagement Pre-Launch Checklist

Short and sweet post this time, I just wanted to post the checklist I’ve started using for my final pre-launch process:It helps me keep my head straight, especially when I am launching a series 

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sai_ram
Grand Slammer
2 years ago
spencer_engel
ACE
spencer_engelACE
published in Product Experience Best Practices

CSM Pooled Model Documentation

Hi everyone! CSM pooled models (a.k.a. round robin CTA assignments) have been quite the hot topic lately with more and more customers looking for scalable ways to manage their long tail of customers.  I know @jean.nairon  and others have posted about this concept previously, and so I wanted to share a detailed solution, complete with thorough documentation and a video example from a dev org. Please note that this is meant to be a base foundation for a CSM pooled model, so you may well need to add more nuanced configuration to your own. I’m here to help with any questions or feedback!  First, let’s start with the prerequisites.   Queue CSM (string) - Purpose is to denote whether a CSM belongs in the pooled model. Manually update from Administration > User Management, and enter “Yes” if they are a Queue CSM. Otherwise leave blank.   Queue Next Up Number (number) - This is updated via rule(s) that you have in place for pooled CSM CTAs. In addition to the action of creating a CTA, there

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R
Shoshin
2 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Customer Success Inspiration

Congratulations to our newest Gainsight Certified Admins from March!

 March was a big month for us and we’re beaming with pride -- 16 of our amazing Admins got certified on Gainsight NXT! Will YOU be next?!   Earning the certification represents a lot of hard work learning the ins and outs of Gainsight’s CS application! Typically, we recommend Admins take our free introductory elearning, followed by our instructor-led hands on courses, and then dig in with practical on-the-job experience before attempting the exam. If you’d like to learn more about the certification, click here. Virtual high fives and welcome to the distinguished rank of certified Admins! We couldn’t be prouder!! @josh.berger@tammy_c@andrea.milani @grace_tester @kytpowell @nstgermain @Joao Oliveira@veronica_moore@jeneedanaron@todd_atkinson@jeff_mohr @jbeaumont @dperson @waynedilworth @Michael McDonald@jgalvan For those of you keeping track, that brings us to 213 certified customer Admins on our goal of 300 for this year!

631
sai_ram
Grand Slammer
2 years ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
posted in Customer Success Inspiration

Enablement Tips: When a new CSM joins or when you are rolling out Gainsight

Our customer is newly launched and working on their enablement strategy. They are considering an INTERNAL onboarding CTA - essentially each CSM will get a CTA that has a playbook that guides them through Gainsight and lists out the next area they need to explore. They want to finalize the playbook with an email assist that they would send to their manager confirming they’ve completed the playbook tasks. Has anyone done this before? If so, does anyone have a sample playbook? The customer wants to ensure that they don’t overlook anything.Some examples to get your creative juices flowing:Log in to Gainsight through SFDC SSO Bookmark Gainsight into your browser Update your profile photo (NXT) Update your role, email and timezone Dashboard: Visit your CSM Dashboard & set Global Filter to yourself (if not set by default) Dashboard: Update the reports to your preferred visualization types Running meetings: Set the Cockpit filter to your preferred view Running meetings: Review C360 and Cus

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sai_ram
Grand Slammer
2 years ago
kate_griffin
Shoshin
kate_griffinShoshin
asked in Customer Success Inspiration

Tracking Adoption Services Points System

We are in the process of revitalizing our adoption program for our customers- In this program we are piloting a point system that is tied to a menu of services that each customer will use to identify services they want to utilize for the year. We will be using success plans to track the progress and completion of the chosen menu services but need to figure out how to track the points system. We need to figure out the potential path for tracking the allotted annual points for each customer ( at the relationship level- each product area will have their own allotment) , the points that have been used ( via success plans) and a calculation of what has been used/total. We have a few ideas as to how we could accomplish this but was curious if anyone in the community has done this or something similar before?  Thank you in advance for the feedback/advice!

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sai_ram
Grand Slammer
2 years ago
K
kalpshekharRegistered User
asked in Product Experience Best Practices

How to move engagements to another product?

I have got few engagements created for a product. However, now I want them to be under an another product. Is there an easy way to achieve this? instead of re-creating them all again.

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angelo
Shoshin
2 years ago
lane_h
Gainsight Employee: Golden Ruler
lane_hGainsight Employee: Golden Ruler
published in Customer Success Inspiration

Building a Tech Touch/Digital Led Segment

Over the last year, the most common topic I’ve heard from other CS Leaders is how to build a Tech Touch or Low Touch CS team/motions.  Through all my conversations, there two most common approaches:Pooled Model Designated Program ManagersIn the Pooled Model, there are a few CSMs who managed a “queue” of customer inquiries as well as manage proactive events such as webinars and round tables. With a Program Manager model, someone manages the programs for a different stages in a customers life. For example, one program manager might specialize in Onboarding, another Adoption, and another in Renewal management.  I would not argue that these two are mutual exclusive. In fact I would argue combining these two models begins to bridge the gap for a high touch model to a low/no touch as it allows customers to still have “someone” to reach out to through the pool. One thing to also consider is the shift in getting information to customers. Moving to a tech touch or digital led model puts the own

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N
2 years ago
Julie-Pinto
Team Captain
Julie-PintoTeam Captain
published in Product Experience Best Practices

Digital Led Learnings: 3 ways to avoid falling down an analytics rabbit hole

Hi there! I’ve been an active member of this community for a while -- first as a PX customer, then as a PX Client Outcomes Manager, and now as a Gainsight Digital Led CS Ops Specialist (translation: I’m using our PX and CS products to drive our Digital Led program at Gainsight).Now that I’m helping us drink our own champagne, I want to share my learnings with you and hopefully learn from you as well. Feel free to comment below with any “So how does Gainsight do x, y, and z?” topics you want to hear more about!Now, onto the topic at hand. Have you ever fallen down the analytics rabbit hole? I know I have. Actual footage of me falling down a rabbit holeI look at a super swanky PX feature adoption report, then I wonder -- What about new users? How does the customer segment affect this report?What about a new admin at a longtime enterprise customer who is using our latest flagship feature? What about…?You get the idea. Of course, it’s not bad to ask these questions. However, to avoid falli

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link_black
Gainsight Employee: MVP
2 years ago
C
ChristyRaeHRegistered User
asked in Customer Success Inspiration

CSM vs CSA?

For thise of you that have both Customer Success Managers (CSM) and Customer Success Architects (CSA) how do you describe the distinctions? What are the swimlanes of each? How do you describe the different value adds internally and to the customer?Any and all insight here would be greatly appreciated!*May be relevant to note that we also have Education and Professional Services team members.

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lane_h
Gainsight Employee: Golden Ruler
2 years ago
T
Veteran Rookie
tracyhigginsyoungVeteran Rookie
asked in Product Experience Best Practices

Seismic Integration within Gainsight

Does anyone have experience with integrating Seismic into Gainsight?  I am envisioning a CSPM would be able to send Seismic resources to several contacts within an account in GS and have a report provided (within GS) as to which resources had been sent to which customers, when they opened it, etc.  Perhaps GS could “monitor” when the resource was viewed by the customer and create an automated CTA for CSPM with follow-up steps. 

2
Marwan
Shoshin
1 year ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Customer Success Inspiration

Congratulations, to our newly certified Admins from February!

Gainsight is proud to announce our newest group of certified Gainsight Admins! In February, 11 individuals passed the exam! Will YOU be next?!   Earning the certification represents a lot of hard work learning the ins and outs of Gainsight’s CS application! Typically, we recommend Admins take our free introductory elearning, followed by our instructor-led hands on courses, and then dig in with practical on-the-job experience before attempting the exam. If you’d like to learn more about the certification, click here. Hearty congratulations and welcome to the distinguished rank of certified Admins! We couldn’t be prouder!!  @ Rebecca Fittro@jlicciardello@mpr@kleasure@hillarydj@alma_ramos@ray_roohparvar_faea94@jamie_anderson@andorfuhrer@sam_saunders@andy_roy 

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sai_ram
Grand Slammer
2 years ago
D
drich152Registered User
asked in Customer Success Inspiration

NPS how often

Hi,  How often should you send out an NPs survey?    1- spread thru the year with x number each quarter2- all customers twice a year Any help is appreciated! Deb

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sai_ram
Grand Slammer
2 years ago
alextran
Veteran Rookie
alextranVeteran Rookie
published in Product Experience Best Practices

⭐What Successful PX Customers Do!

Hi PX Community!  Many PX customers ask what other successful customers are doing & what their PX instance looks like. Good news!  We did a review of some of our most successful customers, which they did the following that I’m sharing below. Take a look at your own PX instance and check if you’re doing any of these. We assure that you’ll be even more successful! Track product usage & user sentiment around your golden featuresModel the product with the right hierarchy and granularity on the Product Mapper Tree Collect user sentiment of the golden/core features via CES or Rating in-app surveySync ARR Account data to PX If you have Salesforce and ARR is a field on the Account Object in Salesforce, you can also sync in ARR with the Salesforce-PX bi-directional integration Analyze your in-app engagements / guides & assess how many users you reached If you haven’t already, launch Knowledge Center Bot > Add in articles, engagements, & if possible, sync with any of our out-

791
sai_ram
Grand Slammer
2 years ago
A
AJ_CSRegistered User
asked in Customer Success Inspiration

Training for Sr. CSM team

Looking for some options to train/coach for a fairly senior CSM team. In particular, I'm looking for ideas around driving change management, Getting higher in an account, and defining joint success metrics.How is everyone handling this? Is there a recommended training provider you all are working with?Any other recommendations for this?

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A
2 years ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
asked in Customer Success Inspiration

Anyone using Product board to channel product roadmap, idea and feature requests from Gainsight?

Product Board has listed Salesforce as their integration. Has anyone used it to integrate with Gainsight so that CSMs, Sales, Support can log feature requests that gets tagged on product?

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dan_ahrens
ACE
2 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
posted in Customer Success Inspiration

New and Updated Self-paced Product Training

Gainsight’s Education team is continuously building new training courses and updating content to reflect the latest product enhancements and Horizon UX. Here’s what’s new on GS University:Gainsight Admin Elearning Journey Orchestrator Use Case Tutorials and Tips & Tricks & Program Launch Tips Rules Engine Use Case Tutorials and Tips & Tricks  Reports & Dashboards Use Case Tutorials and Tips & Tricks Data Designer Use Case Tutorials Adoption Explorer Use Case Tutorials Intro to Sightline Vault S3 Connector  Success Snapshots for Admins Gainsight End User Elearning Scorecards for End Users How a GS Leader Uses Gainsight 360 for End Users Timeline for End Users Success Snapshots for End Users Cockpit & Playbooks for End Users  How a GS CSM Uses Cockpit (updated w/ Horizon UX) Feedback, questions, or training requests? Share your comments here or contact us at training@gainsight.com.  

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lila_meyer
Gainsight Employee: Grand Slammer
2 years ago
Christina_DeSimone
Christina_DeSimoneRegistered User
asked in Customer Success Inspiration

How do we end journeys for customers who are not renewing SaaS?

Of course we all want to keep our customers renewing forever but we know this doesn’t always happen.  How do we end a journey for a customer who we know is not renewing?  We want to keep their info and data in Gainsight but do not want to get the automatic generated CTAs. I’ve been searching around but haven’t found a clear answer to this, maybe I’m not asking the question the right way.  If you have any info, it would be appreciated!  Thank you!

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kelly
MVP
2 years ago
E
ebowlieRegistered User
asked in Customer Success Inspiration

Customer Success Strategy

Dear Community,  I am in the process of building a new Customer Success Strategy. As everyone knows it’s not an easy task. However, I was hoping those apart of the community can share your strategies or point me in the right direction to discover more details. Why? I realize not one strategy fits all. I wanted to see how others have designed there Customer Success Organizations to help validate I am moving in the right direction. Thank you in advance for your consideration and assistance.  Regards,  Eric BowlingDirector Customer SuccessElixir Technologieseric_bowling@elixir.com805-648-9182

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E
2 years ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
posted in Customer Success Inspiration

Congratulations to the latest group of Gainsight Certified Admins!

Gainsight is so proud of all of our certified Gainsight Admins, and we wanted to give a shout out to the 43 individuals who passed the exam in the last quarter!  Earning the certification represents a lot of hard work learning the ins and outs of Gainsight’s CS application! Typically, we recommend Admins take our free introductory elearning, followed by our instructor-led hands on courses, and then dig in with practical on-the-job experience before attempting the exam. If you’d like to learn more about the certification, click here. We’re also planning a live session later this month to answer all of your questions about our admin training and certification process, so stay tuned for an announcement!Kudos to all of the following Admins, for your brilliant work supporting and helping your CS teammates to scale, and rolling out new processes in Gainsight! You ROCK! Amazing work, Q4 certified Admins! @kyle johnson @bradleymcg @laura_powell @darkknight @harriseilenberg @Teetas @andy_buchan

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sai_ram
Grand Slammer
2 years ago
S
Shoshin
sleightonShoshin
asked in Customer Success Inspiration

Risk management

Hi - we are still fairly new to Gainsight and I wanted to hear more about how we can manage risk effectively in G. Our current process is quite well mapped out and we have a good risk matrix, escalation process and weekly review in place. At the moment we were going to create a new timeline activity called risk and use this to drive our weekly meetings. Is this right.? I see on the Gainsight webinars that the healthscore card is used. ThanksSonia

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sai_ram
Grand Slammer
2 years ago
jess_hall
Shoshin
jess_hallShoshin
posted in Customer Success Inspiration

Does anyone use healthscore as a CSM KPI?

I’m curious if there are others out there using the healthscore they’ve created as a KPI for CSM annual performance. This is something my company is looking to do. If so, what is your experience? How did you goal your CSMs? How do you track it on a regular basis? What pushback/challenges have you run into? Any feedback or insight is appreciated!

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jess_hall
Shoshin
2 years ago
Jef Vanlaer
All Star
Jef VanlaerAll Star
asked in Customer Success Inspiration

What Gainsight functionality/workflow really helped you scale?

Scalability is a hot topic in the Customer Success community. Also for us, handling a larger number of customers with the same (or only slightly increasing) number of CSM's is becoming a bigger focus every year. I'm sure many of you have had the same challenge over the last years.Leveraging technology and automation typically is a large part of the answer to this challenge. As we are using Gainsight CS intensively as our central CS platform, I hope to be contributing to this challenge by leveraging even more of the great functionalities the platform offers.I'm currently looking at options to assess their potential impact. Hence my question to this community: what is the one thing you implemented in Gainsight that really helped your CS Team scale and how is it being used in your company?

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sai_ram
Grand Slammer
2 years ago

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