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Subscribe to this monthly newsletter here! Hi there,I’ve recently had a surge in questions about the ‘right’ investment in CS Ops. Welcome to budget season! I respect that it’s a tricky challenge. You’re not buying more of the same ol’ stuff. It’s more nuanced: you’re investing to unlock access to a more sophisticated version of your CS team.(Also recently, I’ve had entirely too much fun with DALL-E, generating AI art.) So, if you’re taking stock of your CS Ops spend, I have two north stars to offer: (1) What’s everyone else investing?Data from 2021 says:A ratio of CSM:CS Ops of 12:1. This comes from a Gainsight survey of 60+ companies with at least one CS Ops role. 61% of companies have CS Ops, which was triple the rate of the previous year. Average CS Ops spend = 3% of CS spend (middle two quartiles ranged from 1% to 7%). This comes from a Gainsight and RevOps Squared report, based on a survey of 350 companies. For example, Gainsight’s CS Ops team is called “Ops & Scale”, and is
Hello!Trying something new with a short Gainsight admin video. It is a bit of fun. Hopefully, you find it informative. Please share your feedback.I don't think I'm ready for TikTok just yet, but with more practice, who knows 😄I'll get us started with Data Designer because I rarely use Data Designer. And I noticed the feature wasn't particularly prevalent in the Gainsight admin certification.Two questions:Do you default to Data Designer?What do you like to use Data Designer for especially?
Hello Pulse friends! We are extremely pleased to announce that the train strike, scheduled for 5th, 7th, and 9th of November is now officially suspended, as reported by RMT Union. For more information, please visit the BBC here: Rail Strike Update 🚊 🛑 Unfortunately, TFL will strike on 10 November, so we want you to have all the information possible. 🚗 For those of you that are able to travel into London by car, there is a car park opposite Tobacco Dock, with capacity for 615 vehicles.YellowPark - Wapping Ln, London E1W 2DA Spaces can be booked through their website. Daily pass: £15 per day 🖐 Please use this thread to enquire about RIDESHARE OPTIONS with other Pulse attendees who will be driving. 💭 For example “I’m looking for a ride from Brighton to Tobacco Dock, arriving the morning of 9 Nov.” Let’s help each other out! ❤️ We want to help you find your way to Pulse in any way we can, so email firstname.lastname@example.org and we’ll share our best advice. Links to help you plan you
Hi there,I recorded a podcast episode on Digital Success Plans and how we at Alteryx think about guiding our customers to be successful in data and analytics.Check out the link here where you can listen or find links to Spotify or wherever you get your podcasts:https://community.alteryx.com/t5/Alter-Everything/118-Prescribed-success-plans-with-Alteryx/ba-p/1014195Any feedback or questions are much appreciated!
Keeping a community alive is no easy task.It takes dedication, effort and a passion!I know no one as passionate about Community as @anirbandutta.We will be together at Pulse to talk about the initiatives we are excited about to drive engagement in our communities, and we hope it will inspire you to experiment with your own community programs to drive sustained customer success. Feel free to connect with us in the this thread, or via Linkedin. I am always happy to connect and chat community, knowledge management and self service.
WHO?After speaking with Adam Joseph, VP of CS, on a fireside chat about Digital-Led CS a few months ago (see here for recording) … myself and Jordan Barker are very excited to share our journey with everyone at Pulse Europe in a few weeks. 🤩 We’ve grown a scaled Digital Customer Success operation from the ground up in just 12 months; innovating, building, failing, experimenting and using data science to build a digital environment to ensure the success of our 8000 customers. 📈WHAT?Covering PEOPLE, DATA & TECH and INFLUENCE, we will be aiming to educate and entertain. Walking you through our journey to leave you with nuggets of information and learnings to take back to your organisation as you aim to scale your CS delivery. 💡HOW?Join us at 11:30am on Thursday 10th November. 👋Or feel free to message us to connect during the conference - we would love to chat and make new connections.
Really looking forward to being on stage at Pulse Europe 2022 in 2 weeks and sharing our journey in building a digital end-user journey to complement our customer journey.In the presentation, I'll talk about how a digital user can complement your customer journey, why it's important to adopt a multi-channel approach for this journey, and illustrate this with the self-service onboarding program for TrendMiner we launched last year.This program combines an in-app journey via Gainsight PX, a series of onboarding emails via Gainsight CS Journey Orchestrator, Fundamentals webinars, eLearning, and a getting started section in our user guide. Its implementation led to an increase of user activation between 5 and 10 percent.Let me know if there's anything you would like to see covered during the session or in the Q&A afterwards... Session detailsFrom Customer Journey to User Journey: Scaling B2B CS by Focusing on the End-UserTrack: Scaling Massively with Digital EngagementWednesday, Novemb
We are so psyched about the upcoming Pulse in London in a couple of weeks. Kirsten Andres and I will be speaking about how we have been using Gainsight CX and Gainsight PX to globally scale our Customer Success approach with our customers…….join our session to find out how we generate more than 10,000 (yes…..TEN THOUSAND) NPS responses every six months, and how we use this date to shape our Customer Success approach with our customers…….I could go on and on and on…..buuuuut why don’t you just come and see our session??? :-DLook out for the session titled “The ‘Unbeatable’ product engagement strategy to support worldwide growth”.
Are we able to pull data on template usage by Playbook and see which CSM's used what templates during specific months
Are we able to pull data on template usage by Playbook and see which CSM's used what templates during specific months.My team has requested the template usage data per Playbook like the Success Plan view which are available and viewable within the dashboard.My question is: Is there something similar to viewing the Playbook template data in Gainsight?
Hi All,I’m interested to understand if anyone has switched from a CS team owning Renewals & Expansion to a singular Value\ROI focus and the decision factors that led to this change? I’d also love to know more about what opportunities you faced along the way, specifically in managing the perception of a non commercial team becoming just a cost centre (in the negative term).For transparency I’m just trying to understand the reasons for and against as a thought exercise with my peer group.Thanks in Advance!Sean
Majorly excited to be returning to the stage at Gainsight's awesome #PulseEurope2022 event where I will sharing my "Lessons Learnt from Managing Customer Success at Enterprise Companies".With nearly 10 years #CustomerSuccess #leadership experience at true giants of the software world with Autodesk & SAP I will talk about the good, the bad & the ugly!PS - Someone else may be joining me on this topic who is even more awesome!
What do you do? One CTA triggered per detractor NPS response, or one CTA triggered per account with at least one detractor response? I originally thought to only do one CTA per account, but I heard from others that following up with the specific detractor, and therefore doing 1 CTA per response, is another method.For context, we’ll be launching NPS to our admins only via JO email (not in product).
I’m excited to be back at Pulse Europe this year and looking forward to sharing actionable insights on How to unite your company around Customer Centricity.Do you struggle with making Customer Centricity a company wide priority? Does your leadership team still believe that the Customer Success team is the solution to all customer related problems?Then this session is for you!I'll share with you how we united the company around Customer Centricity, the framework and roadmap we created, and what we have already achieved after 1 year of customer centric mindset. I’m hoping to leave you with a toolkit you’ll be able to implement right away.But I’d also love to learn from you and hear about your struggles or ideas on this topic. So what are your challenges when it comes to uniting around Customer Centricity?
Pulse US was wild and we know that Pulse Europe would be off the charts too 🎉Calling all speakers toRegister on this Community if you don’t have a profile. If you think you had an earlier profile you can't remember, let us know and we’ll look it up, and update your email address with the latest. Login and paint a high level idea of your session by Starting a New Discussion here.Let’s start to not only warm up the audience leading up to your session but also initiate this post-prod conversation in the afterglow of Pulse for the following days, months, years for both attendees and enthusiasts who were never there in the room.Here’s how @darshana.shah intro-ed her session Oh! Btw, a good-looking Speaker badge awaits 😎 All About PulseSearch the All About Pulse Community, network and participate in discussions that happened a couple of months ago to feel more connected.All Pulse Europe 2022 tracks
Hello everyone, I’m a newbie in Gainsight (Cx & Px), but as we learn more and try to fully implement we have crossed an issue that we can’t seem to solve with the available documentation. We are big on tracking productivity and of course engagement, so in our different JO programs we have both emails and in-product engagements that have the CSM calendly link. Now we are struggling to be able to connect the calls booked by our customers with the different messages as they might be in 2 JO programs at the same time. Our only idea so far is to have a calendly link (8 by CSM), based on each program but then when we see this from the Px perspective we will face a limitation in the number of attributes we could link as we would have to create 8 attributes per CSM. I’d love to pick on the collective brain and see if someone has managed to solve the tracking the call that has been booked to the proper journey/CTA/Activity for reporting purposes. Thanks a lot and I’m super happy to see th
In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in September 2022 about digital led onboarding. Here’s what we learned! 🎞️️️️ Recording of key takeaways from each breakout room 📝 Note-taking slides from the breakout rooms Learn about these meetups in the future by signing up for the monthly CS Ops Newsletter.
These are the core tenets that I’ve picked up about how to measure the effectiveness of a CS Ops team. How do you measure your CS Ops team’s success?Team ThroughputIt starts with tracking simple CS Ops activity. You can use some metric like features deployed. Since a large portion of our CS Ops team uses sprints, we can show "points delivered". @kendra_mcclanahan (Gainsight’s Director of CS Ops) has even built mechanisms in Monday.com so that those points are compared against expected vs. actual, and are reported broken down by high-level strategic initiatives and major areas of run-the-business responsibilities.Leading Indicators of ImpactYou’ll then want to start to collect signs that your CS Ops team is actually starting to make a difference. For example, @jennifer_bruno (Gainsight’s leader of CS Enablement & Transformation) runs a survey of our CSMs about how enabled they feel, how useful our health scores are, and so on. She coordinates with the rest of CS Ops about what areas
How to include a list of customers with same email address but purchased different products in a journey, that can be sent different product instructions in separate emails?
We are targeting customers who have low adoption scores on specific products purchased in the same invoice with the same email address. Example:Number of invoices: 1 Product: A AND B Participant: ABC Limited Email : ABC@ABC.COMGoal :Send adoption email with instructions of Product A Send another email with instructions of Product BChallenge: The participant list can only include 1 line with Product A OR B, the other one has been removed to failed Participant list with an error message ( Participant has met the advanced criteria )therefore missing out on the opportunity to send an email to the other product. Current Uniqueness Criteria :Invoice number Company name Product category Recipient email address Expected result: ABC@ABC.COM will receive 2 emailsInstruction of A Instruction of B
I am creating CTAs through a rule and would like the CTA comments field to be nicely formatted.How do I get a new line? I’ve tried <p>, <br> and I’ve tried ordered and unordered lists but none of these render properly, the html is stripped out.So I put a period at the start of a new line to preserver the space, and this looks horrible. How should I be including blank lines in the CTA Comments?
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