Share Industry Knowledge
Share and learn industry best practices based on specific job functions
Driving Engagement with Stakeholder Alignment
👋🏼 We’re officially one week away from our in-person Pulse conference in San Francisco and I can’t wait to present with @CassidyCardoso on Driving Engagement with Stakeholder Alignment.As a CSM, it’s crucial to ensure you’re meeting with the right personas at the right cadence to make sure you’re aligned with your customers and this can look different across segments (high touch, mid touch and digital touch). Come join the conversation on Wednesday at 2pm PT as Cassidy and I talk through 1) why stakeholder alignment is important, 2) identifying who your personas are within your customer base, 3) what the right cadence looks like by segment and 4) how this is executed within Gainsight. 🤗 Get Fired Up!
Customer Education is the Core of Customer Success
Hey Everyone!First, I’m super thrilled to be back in the Gainsight community - as an Alum, it’s an honor to be invited to give a talk at Pulse. In 2022, Nick Mehta joined me on the CELab (Customer Education Laboratory) podcast to talk about education and enablement (Episode 76). Our focus was to take a macro perspective on Customer Success today – where it’s at and where it’s headed – and question the role that Customer Education plays. In that discussion, Nick presented shared how he considers education as being at the core of what we do in Customer Success and shared four (4) key areas - in SaaS - where we need to focus. In this session we’re going to expand upon these topics and much more. Join me as we:Talk about how Customer Education is “the Core” of Customer Success Understand Program Maturity - where are you at? Growing your program - where are you headed? And finding the others - people who know and understand Customer Education and can help you.Customer Education is, as
Calling All CS Ops MentorsBlog
Attention all CS Ops professionals and partners! Experience the valuable benefits of becoming a mentor in Gainsight's CS Ops Mentor Program and make a positive impact in the lives of your mentees and inspire them to pay it forward.Do you know someone who has the potential to be a great mentor? Consider reaching out and inviting them to join the program. You can even self-nominate yourself too!Our mentorship program is designed to achieve the following outcomes:Appreciate and empower our program participants Create a supportive and collaborative environment Make mentoring more accessible Support Gainsight Admins with resources Mentors and mentees engage in meaningful conversations, share their experiences, and learn from each other in CS OpsAs a mentor, you have the opportunity to:Expand your network Build coaching and people skills Reinforce your knowledge on subject matters.By sharing your experiences, you offer mentees a different perspective that can be valuable in their personal an
How to Rock Your EBR
We are now a week away from when most of us will be descending upon San Francisco for this year’s Pulse!🔥Looking forward to sharing on Wednesday @4:15PT about key elements of EBRs that have proven successful in garnering Executive Alignment, Valuable Dialogue in the EBR Setting, and an unforgettable Experience for your external and internal Customers that will have them all looking forward to the next time you want to get the band back together to talk business.
Networking at Pulse 2023!
Real humans! In person! I’m still finding that a delight (especially since I’m full-time remote). When we raised the curtain for networking at last year’s Pulse, we had dozens of people raise their hand before Pulse! So we wanted to get the ball rolling so that you can have the maximum possible number of rewarding, valuable, and delightful conversations when you’re in San Francisco.Comment below with your top interests for conversations you want to have at Pulse this year (digital CS, community management, exec reporting, etc.) so the people who are looking for you will find you!
Driving Engagement with Stakeholder Alignment
I'm thrilled to be speaking at Pulse for the first time, along with my colleague @JKucek, on driving engagement with Stakeholder Alignment! This topic is near and dear to my heart as I believe it is a key workflow that takes CS organizations from reactive to proactive.As a CSM, navigating political complexity and multiple stakeholders is par for the course. But as your customers change priorities and shift strategies (especially in today's economic climate), maintaining alignment with multiple executives and decision makers becomes paramount. In this session, you'll learn how to systemize your executive sponsorship approach, which ultimately impacts GRR.Be sure to mark your schedules and join us on Wednesday, May 17th at 2pm to learn the Why, What, Who, When and How of Stakeholder Alignment.This is the first time Gainsight has dedicated an entire track to CSMs and I couldn't be more excited to be a part of it. Looking forward to seeing everyone soon!
Must Have Skills for an Impactful CSM: CS = Customer Experience + Customer Outcomes
Hey Everyone! I cannot wait to get to SF for Pulse and I am especially excited to be participating in this CSM-led track! 🚀Often times when we discuss Customer Experience (CX) and Outcomes (CO) here at Gainsight, we’re speaking about measuring CO with our DEAR framework and the correlations with Net Revenue Retention📈We might also talk about measuring CX with NPS or ‘closing the loop.’ All very important- but we’re only scratching the surface, missing out on an important discussion around how inspiring orienting our work around CO and CX can be! 🤩For my session, I wanted to dig into how we can use the CX + CO framework to add context and purpose to the entire breadth of work that a CSM does (What’s-in-it-for-CSM, so to speak). In my track, we’ll coverHow gathering outcomes at all levels of the business and numerous points in the customer journey makes for easier renewals and drives expansion 📊 Why prioritizing a Human-First approach is crucial for excellent CX 🌞 How the Gainsigh
Multi Product Company + CSM Models - A few best practice tips
As a customer success leader, one of the primary challenges you may face is how to best support customers who use multiple products from your company's portfolio. To help you navigate this challenge, we've outlined five common customer success management (CSM) models that can be used to support customers with various product combinations. By understanding the strengths and limitations of each model, you can make an informed decision about which approach is best suited for your organization. Here are the common models we’ve seen and how to evaluate the ones most appropriate for your business. There may be combinations as well - single CSM for small multi product accounts vs. a Relationship CSM and Product Specialists for your largest accounts. The Generalist CSM Model: “THE Single Point of Contact”The Generalist CSM Model assigns each customer success manager to be well-versed in all the company's products. This approach provides customers with a single point of contact for any product-
Creating a "Success Hub" in your Community
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.
Gainsight CS NXT - Recommendations for Accessibility settings - Colors
Does Gainsight have any recommendations/best practices to share regarding the use of COLORS in Reports, Dashboards, Gainsight Home, etc? I see an article for Gainsight PX but I’m not finding anything for Gainsight CS in Support Center.Thanks!JJ
Measuring Adoption - what is your early warning system?
So exited to see the great turnout on Tuesday for the Day in the Life of a Gainsight Enterprise CSM session! We had tons of great questions but one that I wish we had a bit more time to go deeper on was “How does Gainsight measure adoption?” There is absolutely a wrong way to do this. Any time you are asking a CSM or other user to either calculate or speculate on what the customer adoption is you are: 1. Leaving room for subjectivity 2. Leaving room for manual error 3. Taking away time they could be spending driving value with customers 4. Your health score will not be predictive. At Gainsight this is all automated so I (as a CSM) do not have to take any manual action to get this insight. Our adoption health score is 50% adoption depth (how often are people logging into Gainsight) and 50% adoption breadth (are they using top sticky features). Trends using this data fire off CTAs when adoption depth declines with playbooks to take proactive action. Adoption is leading indicator to rene
Choosing Digital: Uncut Edition
Hello! Going to be my first time speaking at Pulse and its a little nerve racking 😛, I heard once that feeling nervous and excited are similar and if that’s the case I am VERY EXCITED!!Thankfully I’m passionate about digitalization and I’ve got our CCO Nikki Bishop by my side to share the stage with. We experience digitalization constantly; whether at self-checkout in the grocery store or ordering your niece’s birthday present from amazon. The reality is, the world is moving to digital - and in the world of customer success where scaling is top of mind, how do we incorporate a digital touch into our workflows while continuing to drive customer value and satisfaction? Over the last year, Gainsight has enabled Seeq to move forward in the digitalization of our customer journey to drive scalability, consistency, and ROI. Join this session to hear our methodology, learnings, and next steps as we continue to improve this process for our customers.Seeq is globalization analytics at an ente
Recording: Defining Digital Customer Success (CS Ops Meetup Presentation)
In our monthly meetup group about the CS Ops of Digital Customer Success, we spoke in April about defining digital customer success. As a follow up from our Digital Customer Success Bootcamp webinar on April 4 the group discussed how they define their digital cs maturity and challenges they might face as they become more mature in their strategy. Check out the recording to see what we learned!
Webinar Recording: Day in the Life of a Gainsight Enterprise CSM- April 2023
Missed our webinar on the Day in the Life of a CSM “How a Gainsight CSM uses Gainsight to support enterprise customers to drive ROI, mitigate risks and collaborate with sales to identify new opportunities”. You’re in luck! You can find the recording and slides below. If you have any questions please thread them below! 💻 Slides
Are you a PX Customer attending Pulse? Come Join us at PX Connections Breakfast!
Hello out there all you beautiful PX-ers! (or those that may be interested in PX!!) Are you coming to Pulse this year?! If so - make sure to add to your calendars our PX Connections Meetup! What’s In It For Me (WIIFM)?Well for starters - you can meet with the incredible PX CS team! Myself (Kat Kenny, Manager of the CS PX team at Gainsight), and the incredible team of CSMs Alisha Roberts @aroberts , @jnies Julia Nies, and @jmobley Jack Mobley will all be there! Meet other amazing PX Customers - Share best practices, outcomes, strategic objectives, and key learnings with one another! Breakfast and Proximity to Keynote! - We will have Breakfast available in this room (level 3, 3014) and it’s right next door to the Keynote so you can be sure to get a great seat and not have to rush your Breakfast :)TELL ALL YOUR FRIENDS!!! WHERE: LEVEL 3, 3014WHEN: 7:00 AM - 8:00 AM PST SEE YOU ALL THERE!
CS Leader Zone - Keep CSMs Up to Date with Journey Orchestrator Email Logging
Hello There!As a CS leader, you understand the importance of keeping your team in sync with their clients' needs and expectations. One way to achieve this is by ensuring that all communication with the client is documented and easily accessible.Gainsight's Journey Orchestrator feature now makes this even easier by logging emails sent through the platform into the timeline as an activity.But the real question is why exactly do we need to have emails logged to the timeline and how is this really helping? Here are key highlights on why this feature really excites and makes sense for the CS leaders: Increased Visibility and TransparencyWith all emails sent through Journey Orchestrator being logged in the timeline, CSMs can easily track the communication history with clients. This helps them stay on top of their clients' needs and be in sync with all the information their client is receiving. Improved collaboration and alignmentCSMs can quickly access the timeline to see what communicatio
CS Leader Zone - The New C/R360 Design - Biggest Leverage for CS Leaders
Hello Leaders in Customer Success, Gainsight's C/R360 feature is a customer 360-degree view that provides a comprehensive understanding of a customer's interactions, behaviour, and sentiment with your organisation.Here is why the feature really matters and excites the CS leaders: Single Source of TruthC/R360 provides a single source of truth for all customer-related information, including customer history, feedback, health score, etc which helps make data-driven decisions and take actions to improve the customer experience. Holistic Customer ViewC/R360 provides a holistic view of a customer’s journey with your organisation and enables the team to take clear actions based on the customer’s needs, preferences, and pain points. And all this with real time data on customer interactions and metrics. CustomisableC/R360 is customisable allowing you to tailor the view to your specific need and preferences. Gainsight recently redesigned C/R360 to significantly simplify from its previous ver
CS Leader Zone - Gainsight's Latest Success Snapshot Upgrade - Top Takeaways!
Hello CS Leaders,Gainsight’s Success Snapshot empowers the CS team to create data driven and visually compelling presentations for customer meetings.However, it all starts with a simple evaluation of where you are and where CS leaders want to be with their scalable customer presentation strategy. Here are a few pointers that CS leaders look into on a regular basis to keep their outcomes paramount. Check recent customer presentationsGet your team to share the last few EBRs / customer meeting presentations. This will help you with all information and components the team is currently sharing with the customers. List out Need-To-Have Data points and metricsLook for all the data points in those decks to analyse and figure out which one of those should really be part of the presentation. List out all the key components and data that stand out and should be part of all the future presentations. Aid with presentation templatesOnce you have a raw deck in your mind, help the team by putting t
CS Leader Zone - The power of CSQLs - Insights for CS Leaders
Hi CS Leaders, Customer Success Qualified Leads (CSQL) is a sophisticated feature available in your instance of Gainsight.Here are the best internal practices (rather much needed prerequisites) for engaging CSQLs efficiently. Define CSQLs for your business & Internal AlignmentConversation across the board with all teams like sales, marketing, operations & having them in agreement with this efficient source of pipeline generation. Incentivise & RecogniseBuild excitement and show off your team’s contributions to the pipeline.Validation and sense of impact goes a long way. Empower your teamsHave detailed and well defined processes in play, data points to capture, metrics to be shared. CSMs should be well informed on the benefits of capturing and transposing CSQLs correctly.The above details in place set up your strategy for the big wins in CS.Here is a quick demo on the CSQL flow, reports, results inside Gainsight. Why CS Leaders Should Care About CSQLs in Gainsight: (The
April 2023 CS Ops Newsletter
Subscribe to this monthly newsletter here! Hi [there], So, my last newsletter was the first week of November. Did I miss anything? Before the tech layoff wave, before SVB, before my first time getting Covid (then my rebound on Christmas Eve), before ChatGPT, ya know, happened… It feels like a lifetime ago that predictability was something we could claim to have. Do you feel that you’ve gotten your prediction skills back? Or maybe you’ve just pieced back together your sense that they ever existed? I mean, who can say what CS will look like in a year? Sorry, I didn't mean to send you into a nihilistic tailspin. On the contrary, you have trained for unpredictability. Do you remember that feeling from March & April 2020 of, "What on earth happens next?" In your day-to-day life, in the four walls of your home, the only possible answer was, "What's immediately in front of you." (Or, in the style of a Jeopardy answer: "What is Tiger King.") So, you know how to pick your way forward, on
Must-Have Skills for an Impactful CSM Team: Verified Outcomes & Success Plans
Hello! So excited to be attending my first live Pulse event AND making my speaker debut 🤓. This session is close to my CSM heart. It is essential that CSMs are able to showcase value to our customers throughout the customer journey that was promised during the sales cycle. In this session, I will be discussing the importance of identifying customer objectives/metrics to measure value and ultimately showcase ROI. What is a value realization program? CSM wins/highlights adopting value framework program How do we guide customers from the Outcome Hypothesis to a Verified Outcome? After this session, you will learn how to develop an Outcomes Hypothesis, drive and assess progress, and verify your customer’s desired outcomes. Can’t wait to see you there!
Improving Your Customer Experience With Journey Orchestrator and Sendoso Gift Sends
Maintaining a book of business can be challenging. Customer success teams often find themselves navigating rocky waters as the customer's experience has both crests and troughs throughout their journey. As your teams talk with customers they begin to decode where exactly on this journey the customer may be and what their overall sentiment is like, with the penultimate goal being to help customers maximize the crests and minimize the troughs.One great way to do this is to send customers gifts of appreciation or support when the time is right. For example, you could send a customer a Welcome Box to thank them for signing up and becoming part of your loyal customer base. Perhaps you may even want to send them a holiday gift, a gift at the time of their renewal, or better yet, a gift to celebrate their milestones (i.e - First X number of email sends, their tool going live, etc.).It doesn’t have to just be about their company’s relationship either. It may be specific to your primary point o
Harnessing the Power of Customer Success and Product Management Working Together
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
Measuring Engagement Impact - Intake Process
Hello PX-ers! Pop Quiz: When should you start thinking of measuring the impact of your in app engagements? A: Before your engagements even go live! I find too many users aren’t thinking about how to measure their engagement’s impact until after it has been running. They then have to make changes to put things in place for measurement and they lose valuable insights on impact in the beginning weeks. To Quote Benjamin Franklin- “If you fail to plan, you are planning to fail!” Hot Tip 🔥: Create an Engagement Intake Process and ensure measurement is included. If you create a process for planning an engagement, you can add elements important for measurement as a step and ensure they are included from the start. Below is an example of a checklist to go through before creating and launching any engagement. This will match your plan to the configuration needed for measurement in PX. Planning Questions: Who is the intended audience? (persona, previous usage and what stage?) Do you have
CS Ops & Gainsight Admins at Pulse 2023: Know-Before-You-Go!
If you’re in CS Ops or are a Gainsight Admin, here’s how to get the most out of Pulse 2023!GET AMPED BEFORE YOU EVEN GOThe All About Pulse area is already in action, with speakers introducing their sessions. Comment on the ones you’re most looking forward to, and even ask questions. Dive into the #pulse channel in Gainsight Global Admins SlackTUESDAY Advanced Admin Training at Pulse Academy Live. Register to get hands-on training on the new Horizonized Rules Engine, advanced functionality in Reporting, and Adoption Explorer. Figuring hard stuff out together, at Advanced Admin Training last year Gainsight Admin Happy Hour 🍻 We’re reprising the huge success of last year! Same place! Same vibe! Get together with the only other people in the world who can appreciate an elegant Bionic Query. 5:30-7:30pm on Tuesday. Black Hammer Brewing Company, 544 Bryant St (Only a 10 min walk. Don’t go to the location that’s a 45 min walk!) No registration required. Drinks and appetizers are on Gain
Already have an account? Login
Login to the community
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.