Share Industry Knowledge
Share and learn industry best practices based on specific job functions
Journey Orchestrator- multiple links tracking
Hi Admins! Would you be interested in learning how to track each link exactly when there are multiple links in the email sent? If yes, go through the below content to crack it. Example: Below is the renewal email that we are sending to the customers with three options to select from: As you could see in the screenshot, if a user selects option3 the CSM has to reach out to the customer, regarding the renewal discussion. So after sending the above email, we need to exactly track which link did the user click out of the three links and if the user had clicked the third link, the CTA has to be triggered to the respective CSM to reach out their customer for renewal discussion.. Right now, in JO conditional wait we only have flexibility to track whether The customer has opened the email Clicked any link after opening the email But we do not have information about exactly which link is clicked when there are multiple links in the same email template. This is the same even though enabl
A+ Advocacy: How To Build Processes That Celebrate Your Customers and Your Brand
Hey y’all! This will be my first in-person Pulse, but I am SO-FREAKING-PUMPED™ to be speaking about a topic I’m particularly passionate about: Advocacy 💜. Advocacy is one of the most underrated metrics in CS, but one of the most important for helping your company build its presence and meet its goals. With the proper approach, advocacy not only celebrates your customers, but also drives NRR and New Sales. Be sure to mark your schedules and join me to learn:Key indicators your Adopter is ready to be an Advocate What I consider an “Advocacy Event” How we built partnerships throughout the organization to rally around Advocacy How we built every process into Gainsight for collaboration and measurement, at scaleTLDR: Advocacy is a magic relationship strengthener and brand builder - and when done well, it leads your customers to excel in their own career paths (making you the hero and your company the beneficary). Outside of NRR, it’s one of the key metrics my department tracks on a weekly
Recording: Measuring Digital CS (CS Ops Meetup Presentation)
In our monthly meetup group about the CS Ops of Digital Customer Success, we spoke in February 2023 about measuring digital CS. 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.
What are you reading / listening to that's adjacent to Customer Success?
What books, podcasts, authors, topics, etc. you follow to supplement your Customer Success career?I’m interested especially in what tangential material or subjects you follow. Perhaps there’s a leadership expert who relates her expertise in a way that particularly helps you. Or there’s a YouTuber who really shares his goal setting habits well. It’s not directly Customer Success knowledge, but it’s applicable to our field.What do you follow or listen to or read, perhaps that’s not directly in the Customer Success swim lane, that you’ve found especially helpful or inspirational?
After Your Level 3 Certification
It’s a stupendous achievement to earn your Level 3 Gainsight Admin Certification. People who’ve done it have said that certification gave them confidence in their technical expertise, opened doors to more interesting work, and overall helped their career. They’re also extremely clear, though, that they don’t know everything yet! (I mean, because it’s impossible, and not only because there are constantly new features.)One newly-certified Level 3 Admin asked me what resources I’d suggest so they could continue to grow. Here’s what I suggested:You will learn most, now, by doing. For you, it's less about learning functionality, and more about becoming creative, sophisticated, and elegant with how you combine and configure the functionality. So, give yourself a gentle pressure in that direction as you take on new projects, or even suggest to your stakeholders what might be possible. As you push the envelope of what you've built, lean on the admin community for questions around, "What might
Aha! and Gainsight
Wondering if anyone has worked with Aha! and Gainsight. It looks like they have an integration with SF, and was wondering if anyone had successfully used SF as a bridge between GS and Aha! We have a product feedback process in Timeline in GS, and are looking for a way to get that data into Aha! Thanks!
Win Free Live PX Training by Sharing What You Love about PX
New Instructor-Led PX Training Starts Feb. 14thThis Valentine’s Day we’re kicking off new virtual instructor-led training on PX! We encourage newer PX users to join us for live hands-on training, where you’ll get to practice building in-app Engagements, configure a Knowledge Center Bot for onboarding your new customers, and explore PX Analytics. There are 3 classes delivered over the course of 3 days. Register now with the code px-iloveyou-15 and receive 15% off!Contest Details - Win a Free Ticket to TrainingOr, just for fun, here’s how to win a free seat in the training! Comment here about something specific that you love about Gainsight PX by eod on Feb. 8th. For every comment, I’ll enter your name into a drawing, and then choose a name (or maybe 2 or 3 😊) on Feb. 9th! I’ll get us started…I love how easy PX makes it to communicate with users directly in my application! We use PX on Gainsight University and our Pulse+ training platform to share new courses, provide users with a way t
Come Together, Right Now, Over PulseBlog
Witnessing the originsGainsight was birthed as a Community and the Pulse Community is how it all began led by none other than coach Mr. Ned Sasso himself.You can check the #PulseEU22 tag to experience the conference through the eyes of attendees and speakers. On this post I’d like to give you a personal take of this spectacular London event as a Community builder who’s feeling this immense sense of satiety witnessing the coming together of the Community, on the ground, as it is online. So here are my top 10 moments from Nov 9, and 10. 1. The Venue There are conference venues, and then there is London’s historic Tobacco Dock for a venue. 2. All About Pulse is as IRL as it gets I found myself seated right next to one of our first respondents to the ‘All About Pulse call to session intros’, @Jef Vanlaer and the Software AG team (and our UX supremo @ophirsw), right before Jef’s session on day 1. 3. Long time collaborators meet Very special moments like these when @baji_bathula our Office h
December Global GS Admin Slack Meetup: Data Designer Demo Day 12.9.2022
Recording of the December 12/9/22 Global GS Admin Slack community meetup on Data Designer!Explore common use cases for data designer and how GS admins tackled business problems using data designer. Learn about some of the “gotchyas” with data designer and possible workarounds to achieve what you’re looking for. https://zoominfo.zoom.us/rec/share/tAs30V0Qp4Wl1G0KxbrrrNRB11LrtruAB4wU1P_lnIJRHUa4BXe-Qshu_NeVC1G9.8QENl_KEhlUvcVDzPasscode: lZ@C$2Ti
Recording: Launching a Digital-led Tier (CS Ops Meetup Presentation)
In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in December 2022 about launching a digital-led tier. Here’s what we learned! 🎞️️️️ Gainsight’s @seth gave an overview of Gainsight’s digital-led tier and then we heard from a few breakout rooms. You can watch the recording here. 📝 Find the overview slides and Note-taking slides from the breakout rooms here. A few other resources related to this topic you might find useful:Creating Office Hours for your OrganizationHow to Transition Customers to a Low Touch Engagement Learn about these meetups in the future by signing up for the monthly CS Ops Newsletter.
Customer Insights: Automation Best Practices
In this Q&A with Jessica Kitt, Vice President of Client Experience with Popmenu, she discusses how during a time of significant growth, the company focused on automation to ensure customer interactions were efficient as well as meaningful. Read more about Popmenu’s approach to its automation strategy and insights from Jess for others going down this same path.https://www.ncloudintegrators.com/post/q-a-with-jess-kitt-vp-of-client-experience-with-popmenu
Do you Automate with Intention?
“We need more automation.” The topic of scaling is not a new concept in the Customer Success industry and continues to be a hot topic and one that most organizations want to pursue. However, most organizations struggle with finding a balance in adding automation to scale and often try to automate too much. Find out how to establish a balanced approach in this article, 4 Steps to Automate with Intention, by Kate Griffin, consulting team leader at nCloud Integrators. https://www.ncloudintegrators.com/post/automate-with-intention
We are staring to implement the use of Success Plans in Gainsight and I was hoping to find out how others have been using them. What types of things are you creating them for? Are you keeping them simple and clear? Just looking for some guidance and tips on what others have learned and how you have implemented them. Thank you in advance!
Valuize's Ultimate Guide To Succeeding With Gainsight CS
Hello Gainsight enthusiast!For enterprises looking to drive efficient and scalable value realization, customer success technology isn’t merely a nice-to-have, but a fundamental organizational imperative. And, as the leading CS solution on the market, Gainsight is the most powerful platform to operationalize an effective CS strategy.In Valuize’s new eBook, we’ve compiled years of Gainsight expertise to create the most comprehensive guide to succeeding with Gainsight CS to help leaders maximize the impact and value of their Gainsight CS investment. Grab your copy here: https://bit.ly/3GDngyk Ultimate Guide To Succeeding With Gainsight CS
Interactive report across multiple objects
Looking for suggestions from the field on best use case for the following scenario from an admin's perspective... We'd like to pull a report across multiple objects (i.e. opportunity, account, customer info) that we can review upcoming Customer Success owned renewals each quarter. The strategic part I'm trying to figure out is how do we track a couple of key questions that we will fill out during our meeting and store them so we can push this information upstream at any time. What are your suggestions for the best area to do this: 1) Data spaces - my initial go-to. Relatively easy to pull this info into a report, but I'm not sure the best way to capture information from our meetings. 2) MDA - Another thought was to build a table and either feed this via rules engine, or just to upload information manually via csv after each meeting (since this will only be quarterly). This is a little more high maintenance but we could add in a column for date tracking. Any suggestions off of these
Gainsight working with Marketing - Best Practice Discussion
I am part of the marketing operations team at AVEVA. We invested in Gainsight to provide deeper customer insights and we are now researching how we can maximise our investment in Gainsight, utilising the customer insights data across other business units within AVEVA.We want to specifically understand if there are any organisations on the same path using the GS platform in conjunction with marketing, utilising their resources, and technology to provide a personalised customer experience that assists in the development of new opportunity through potential expansion or upsell nurture campaigns.Our current marketing automation tool is Marketo so anyone with the same tech would be great, however utilising any MA would be beneficial. If anyone can assist I would appreciate a discussion to understand how you implemented (technology & process) and any best practice you would be willing to share.Many thanks from sunny but cold Scotland!Cheers Allan
Duplicate goals appearing - Doc update.
In the C360 Customer Goals tab, the user is seeing two of the same goal after adding. This is confusing to some of our end users. There is nothing in the documentation on this being a field that shows all of the recently added goals until you hit dismiss or refresh the page. Is there a way to not show this field or to update the documentation to reflect the actions needed to clear out the orange bar, or to disable it.
Collect feedback and ideas from Gainsight users
Hi folks! We have recently rolled out Gainsight to the global CSM organization, beginning with a fixed set of use cases. Im curious about your best practices to share on how to collect feedback and wishes from the users in a manageble way - are you using spreadsheets to do that? Thanks in advance!Charlotte
Are your CSMs Product Specialists or Resource Coordinators
I was looking for some feedback from this community on how you train your CSMs.Many B2B SaaS companies train their CSMs to be the ‘single point of contact’ for customers, where the CSM is knowledgeable about the product(s) but really they coordinate with SMEs in other departments (trainers, product coaches, technical account managers, product managers, etc.) to share expertise and best practices with customers. This increases the CSMs’ potential book of products that they support, and enables each customer to have a single CSM even if they buy multiple, complex products, but limits how knowledgeable the CSM can be with regard to each individual product.Other B2B SaaS companies train their CSMs to become SMEs themselves, becoming the go-to expert for customers to leverage. This limits the number of products that the CSM can support, and when customers buy multiple products it means that multiple CSMs must support a single customer, but it makes the CSM an expert in the product that they
Rolling our Verified Outcomes at Scale
As 2022 is coming to an end, our team has high ambitions for 2023! We’re looking into documenting, tracking, and verifying customer outcomes at scale….we’re doing this for a number of our enterprise customers with assigned CSMs but want to extend this to all customers in a scalable manner…We’re planning to align with our product and CS leadership to create 3-5 “standard” outcomes that our software helps teams achieve and then comes the tricky part….how to we confirm our customers have indeed achieved this outcome using our tool?? We are considering a survey to users asking them straight up “Have you realized value with our tool?” and then subsequent questions related to the outcomes… Would love to hear from others if you have any experience in scaling Verified Outcomes? 🙏
Success Plan sharing user experience.
Scenario: When a Success Plan is shared, the end user can click on fields (hyperlinked fields- eg: Company Name) on the Success Plan in the Plan Info tab and nothing happens - this is expected when the plan is shared with non-edit permissions ( Eg: View Only Externally Shared Objectives'.)However, when the end user navigates to the Objectives tab and clicks on either the Company > Relationship or opens an Objective and clicks on the Company or Relationship links, a new tab opens, spins and gives them an error.This new pages not opening is an expected behaviour , however , it would be more user friendly if we are not opening the new pages at all like the behaviour observed when we access the fields in Plan Info tab
Customer Goals vs. Success Plans
I see the currently new implementation of Customer Goals in the C360 as a container while the bulk of the goals are shown in the CTAs and Success Plans. This seems obvious yet I’m looking for the benefit of these opposed to having a custom goal oriented success plan. Some questions I have are:Can Customer Goals be shared externally similar to Success Plans? Can we report on customer goals with related SPs and CTAs apart from the C360 view? Are custom fields suggested to receive the most value from this new module?I’m curious if anyone has implemented Customer Goals in their Org and, if so, how is it going?
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.