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Share and learn industry best practices based on specific job functions

519 Posts

J
JoseGainsight Community new member
posted in Renewal Management Best Practices

How to celebrate client renewals (examples of how to reinforce a CSM and encourage them)

Up until today in my team, we have no way to reinforce the CSMs when a client renews. Winning takes effort and sweat so we need to find a way to: Motivate them, feel valued and recognized in the company Help them prioritize their goals as CSMs  Perceive client expansion and churn fighting as an opportunity to grow The Question: how can we celebrate when we achieve success with our clients?Does anyone have examples or best practises on how to do this in your company?What are the most effective ways to reward CSMs so they keep motivated to renew and renew more account each year? I was thinking about these 2 options: A) Monthly email to the team sent by the CSM Lead with summary of the renewals using positive languageD) Mention by CSM team lead or Founder on a slide in the Company meeting - congratulating them Any other hints on your end?Your suggestions would be super valuable :) Thanks so much

0
J
2 months ago
jaredjasso
jaredjassoGainsight Community new member
asked in Product Experience Best Practices

CSM Account Transition Process Ideas

Hello, We are looking to revamp our process of transitioning accounts to new CSM’s and was really wondering what other organizations are doing.Our current process is as follows:The TM builds out a list (report/excel) of transitions including (CSM ID’s, Names, Account ID’s, etc.) and attaches to a ticket. We take that file and upload it to an object. We then run a rule that has a corresponding playbook attached to it, there are a handful of playbooks to choose from. This then kicks out the CTA to the CSM who will be performing the transition and its tasks.  Finally, we update the CSM in SF via Dataloader.ioThis is a pretty bulky process and takes a little more time than it should, so we are looking for any ideas that other companies might be doing to make this a little more streamline.  Thank you for any and all input! Best, 

0
jaredjasso
2 months ago
S
Shoshin
sdalyShoshin
asked in Customer Success Best Practices

CSM Salary Benchmarks

Hi there!  Does Gainsight have Salary benchmarks for CSMs (associate, senior)?

0
S
Shoshin
2 months ago
Dylan.Shields
Dylan.ShieldsGainsight Community new member
asked in Customer Success Best Practices

If you have a pooled CS team / 1:many team - what is their job title and the manager or the team's job title?

Hello! We have a team of “pooled CSMs” that operate in a 1:many model.  If you also have this model at your organization, what do you call this role, and what do you call the manager of this team? Do you simply call them “CSMs” and “Manager of Client Success”, or something else?  Thanks for contributing!

7
theresalucius
Gainsight Rookie
2 months ago
dj3turner
dj3turnerGainsight Community new member
posted in Product Experience Best Practices

Team is new to success plans

Hi all - My team is new to Gainsight and I’m wondering if anyone has best practices for putting together Success Plans. We are relatively new to that process and I’m curious what is industry standard.For example, would I put a success plan together for each FY to align with changing priorities and goals? Or would a success plan be more specific to each goal and then get more granular within the plan?Curious to hear what has worked, what hasn’t worked, and what else we should consider as we build out this process.Thanks!

0
dj3turner
2 months ago
AnaCosta
Shoshin
AnaCostaShoshin
asked in Product Experience Best Practices

Gainsight Assist - Filter Contacts

 I’d like to know if there is a way in Gainsight Assist  be able to identify parent vs. child records and when multiple records exist with the same name under parent and child. When documenting to the timeline via Gainsight assist  CSMs can't identify which record is the parent and which one is the child, if both records have the same name. I was wondering if there is a way to filter parent and child records, so that when the CSM documents to the Timeline via Gainsight Assist they are assured to be logging under the correct record.Would anyone know if this is possible, or has a similar experience?  Cheers, Ana 

0
AnaCosta
Shoshin
2 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Best Practices

CS Ops Compensation Benchmark Survey Results

 Compensation data has not existed specifically for Customer Success Operations. In January 2022, Gainsight and the customer-run Gainsight Global Admins community collaborated to gather the first set of benchmarks.Our anonymous survey received 296 responses. Gainsight customers likely represent a significant portion, but the survey was also publicized broadly. Responses were encouraged from all types of CS Ops professionals.See the ResultsPDF attached belowReactions? Questions? Post them below!

3
jessica_keenan_palmer
3 months ago
sarahmiracle
All Star
sarahmiracleAll Star
asked in Customer Success Best Practices

How do you keep track of and record data on account changes (churns and transfers)?

How do you track account changes in Gainsight?  We're looking to have more data on how accounts change in a given quarter, such as keeping track of the number of accounts that Churn in a given quarter and the number of accounts that transfer ownership in a given quarter.In addition to the number, we’d want to be able to drill down to the specific records. For example: In Q1’22, Sarah Miracle had:3 accounts transferred out of her name in Q1’22 Company A, B, and C 4 accounts transferred into her name in Q1’22 Company D, E, F, and G 5 accounts churned in Q1’22 Companies H, I, J, K, L  Currently we do leverage a rule to update company status to Churned if certain criteria is met, but we are not recording any other information about that (date of churn, for example).

4
A
Veteran Rookie
3 months ago
SeanDonnelly
Gainsight Employee: Shoshin
SeanDonnellyGainsight Employee: Shoshin
posted in Customer Success Best Practices

Top 3 Best Practices to Secure Your Gainsight Organization

We should all protect what has been entrusted to us; that includes the powerful functionality and data accessible in your Gainsight NXT or PX organization. Newly released articles outline the top 3 best practices Gainsight recommends you take to secure your Gainsight NXT or PX org.NXT versionPX versionPlease take a moment to review the complete guidance on these best practices for Gainsight NXT or PX.

0
SeanDonnelly
Gainsight Employee: Shoshin
3 months ago
E
ebh12191Gainsight Community new member
asked in Customer Success Best Practices

Premium Customer convert

If a premium customer converts to essentials, will their account be removed from Gainsight?

1
anirbandutta
3 months ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
posted in Customer Success Best Practices

How Customer Success is Adapting to Virtual Business World

The Gainsight Customer Success team is hosting webinars this week on how CS professionals are adjusting with the current times and discussing best practices, tips, and innovative ideas for transitioning to a virtual customer success world. Please add your questions, comments, and key learnings from the session(s) here! We look forward to continuing this conversation with you.

8
anirbandutta
3 months ago
A
Anonymous
posted in Customer Success Best Practices

Are You Aware Of Sneeze guard brackets For Buffet In The USA

Importance of sneeze guard brackets:-The Sneeze guard requirements a good features files a PPE gap further protecting children and adults from airborne infectious disease spread from sneezing coughing talking laughing or eating. The sneeze guard brackets are one-piece construction, so they can be thoroughly cleaned and disinfected, easily, as often as you like. Sneeze guards brackets also called Cough Barriers, Cashier Barriers, Protective Screen, or Acrylic Shields, are plastic screen designed to provide an additional level of protection to employees and customers from sneezes, coughs, and bacteria. The sneeze guard features antimicrobial paint which is a specially formulated powder that is designed to restrict the growth of bacteria.

0
A
3 months ago
katie_b
Champion
katie_bChampion
posted in Customer Success Best Practices

Best Practices/Experience syncing both Salesforce Leads & Contacts into the Company Person object?

Our team is considering getting our sales team more involved/dependent on People Maps. It works well for our CS team currently, but our Sales team relies more on Leads vs Contacts. We’re currently using the Contact Id as the identifier, so that we can capture changes in name/emails without creating duplicates in Gainsight. Has anyone decided to sync in both contacts and leads and have any words of advice? Do you sync leads at a certain point in the sales process for an account to avoid bringing in ‘junk’ leads? What do you use as the identifier to capture both sources? Last, how do you most efficiently handle adding new leads/contacts? We currently struggle just on the contact side with CSMs manually adding a new ‘person’ via the +PERSON button in people maps because we can’t turn it off. Since we use the contact id as our identifier, these manually added people are never tied to a contact record and thus will never have user related data from salesforce.

4
katie_b
Champion
3 months ago
Dylan.Shields
Dylan.ShieldsGainsight Community new member
asked in Customer Success Best Practices

If you have a pooled/shared CS team, how do you introduce them to the customer after implementation?

We have a pooled CSM model in our SMB segment.  Our touchpoints are generally quarterly and as needed.  If you also have a shared model at your organization, how do you (or do you at all) introduce this service model to the client during/after implementation?  -Does the Implementation person own the introduction, or does CS own that after go live? -Do you keep it pretty vague “after implementation, our CS team will be checking in on you from time to time to make sure things are going well and you’re maximizing value/achieving your goals….” or do you make it super clear what their touchpoint schedule is...”we will be reaching out to you once per quarter, and also when we notice an opportunity to provide some extra guidance to help you achieve your goals”…. If you have any advice on making a smooth introduction and transition during this point of the customer journey, let me know.  Thanks! 

3
J
3 months ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
asked in Customer Success Best Practices

Any cool names for pooled CSMs

Here is an interesting question. What do people called their pooled CSM team? A customer wants to jazz things up a bit and looking for interesting names that fit the bill that we have seen other customers use

2
J
3 months ago
rachel_s
rachel_sGainsight Community new member
posted in Customer Success Best Practices

Connect with others writing Operational Messages to Customers

Anyone else out there primarily write 1:many emails regarding operational announcements? A large part of my portfolio is writing operational messages that are need to know - e.g. retiring features/products, new systems requirements, product issues that require some customer action to remedy. I would love to connect on the strategies and techniques others use when the information is critical. One of my most recent operational messages got 40% open rate and 30% click through, which I was really proud about, but that still means 6 out of 10 didn’t read the really important message! Note: we can use other in-product communication tools too, really looking for ways to optimize email performance. 

0
rachel_s
3 months ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
posted in Customer Success Best Practices

New Gainsight CSM Live Training Opportunity - Feb. 15, 2022

It’s a new year, and we’re testing out a new training for our customers with new CSMs! If you have new CS teammates who would benefit from a detailed live walkthrough of the Gainsight application, this session is for them! Join us on Feb. 15th from 8am - 10am Pacific and learn how to: Utilize Dashboards to manage your portfolio & 1:1’s with your manager.   Streamline research and call prep with Customer and Relationship 360  Centralize note-taking & improve knowledge sharing across the entire company with Timeline Monitor and track customer health using Health Scorecards Manage your Calls-to-Action (CTAs) to optimize implementation processes and workflow with Cockpit Establish Success Plans for tracking implementation lifecycle from launch to adoptionCost: $99, but you can save 50% off with the coupon code feb2022-special. Seating is limited to 30 participants to allow for interactivity and Q & A, so act fast! 

0
lila_meyer
Gainsight Employee: Grand Slammer
3 months ago
nick_mehta
nick_mehtaGainsight Community Manager
asked in Customer Success Best Practices

Customer Success in non-subscription models

We’re doing some research on how Customer Success (and Gainsight) is showing up in industries beyond traditional subscription SaaS. Is anyone implementing CS and Gainsight for a business where your pricing model is consumption-based, usage-based, transaction-based, etc. (e.g., not a subscription contract)? If so, I’d love to organize a call to learn more!

2
anirbandutta
3 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Best Practices

Churn analysis for digital-led programs (CS Ops Meetup Presentation)

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in January 2022 about churn analysis. Alana Stoltzfus of Okta kicked us off with a presentation and Q&A session. Here’s the recording!

1
anirbandutta
3 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Best Practices

Success metrics for email campaigns (CS Ops Meetup Presentation)

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in November 2021 about success metrics for email campaigns. Heather Hansen at Acquia kicked us off with a presentation and Q&A session. Here’s the recording!

0
seth
Gainsight Employee: ACE
3 months ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
posted in Customer Success Best Practices

Congratulations to all of our Gainsight Certified Admins from December!

 Congratulations to everyone who earned an Admin certificate in December! For those of you that earn a cert in January, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge! This helps us build awareness and recognition in the market for Gainsight Admin skills, experience, and certification. For everyone that shares their badge by Feb. 1st, I’ll put your names in a hat, and pull out 3 winners! I’m also excited to announce another new Level 2 Admin certification for Journey Orchestrator & Surveys is available now! You can read more about that here.  In Dec., we certified 7 Gainsight NXT Admins (Level 3):Ramesh AnthatiMary KibeAllie Ludowissi@jesse_loveless @JWaldeland @kaitlyn.thornburg @sacha  1 rockin’ customer (plus a bunch of internal Gainsters) got Level 2 Reports & Dashboards certified:@vmbowen  And, we also certified 17 Associate Admins (Level 1):@Alex_Olmo @abby.fox @Ace @kwiley13 @kdirmauskas @zachlineba

0
lila_meyer
Gainsight Employee: Grand Slammer
4 months ago
JPKelliher
Veteran Rookie
JPKelliherVeteran Rookie
asked in Product Experience Best Practices

Export complete data set

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

2
JPKelliher
Veteran Rookie
4 months ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
posted in Customer Success Best Practices

Congratulations to our newest Gainsight Certified Admins in November!

 Congratulations to everyone who earned an Admin certificate in November! For those of you that earn a cert in December, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge! This helps us build awareness and recognition in the market for Gainsight Admin skills, experience, and certification. For everyone that shares their badge by Jan. 4th, I’ll put your names in a hat, and pull out 3 winners! Stay tuned for more info about our new Level 2 exam for Journey Orchestrator and Surveys which will launch in the next week! In Nov., we certified 9 Gainsight NXT Admins (Level 3):@justinjroth @pmccrudden  Megan Patterson @jkolle @benwanlessmenlo @ad31  @lara_johnson  @kvanderwyk   4 people got Level 2 Reports & Dashboards certified:@Ester.Memoli  Mounika PathaRichard Orna@Harika Singadi   And, we also certified 8 Associate Admins (Level 1):@logan_wunderlich  @jnguyen3  @alizee.levavasseur @jumcclelland Kimani AllenLeonardo O

3
A
4 months ago
jonathan_holmes_a20db7
jonathan_holmes_a20db7Gainsight Community new member
posted in Product Experience Best Practices

CTA - Associated Timeline entries

Previously visible entries have disappeared from CTA Timeline but ARE visible against main Timeline areaIs this a known issue? Only started happening todayThanks

1
P
Gainsight Rookie
4 months ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
posted in Customer Success Best Practices

New aspiring CS Leader training and certificate available with Pulse+ membership

Happy Holidays!Pulse+ is Gainsight’s Customer Success industry and best practice training subscription. The curriculum focuses on foundational training and professional development for those that are new to the CSM role, as well as more tenured folks looking to accelerate their skills, and take on CS leadership roles. (And the content is product-agnostic, so anyone can benefit regardless of their tech stack!)This week, we launched a new aspiring CS Leader training and certificate series, to compliment our existing content for CSMs and Advanced CSMs. Now, Pulse+ includes three core learning paths, 3 final exams, and 3 certificates (plus hundreds of hours of optional CS thought leadership content). All of the content in Pulse+ is offered as self-paced on-demand elearning, with knowledge checks along the way to check for comprehension. You can also check out this video to see an overview of the Pulse+ training platform. We normally offer our all-inclusive membership for $900/year per pers

0
lila_meyer
Gainsight Employee: Grand Slammer
4 months ago

Check out our upcoming events

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