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Share and learn industry best practices based on specific job functions
When you start using a new piece of software for the first time, you typically begin by looking around the user interface, discovering what parts are relevant to you, and thinking about how it can be used for your use case. As the team supporting that software, you may have a good idea of what features your users would find most useful, and perhaps even the use cases associated with them. That’s why it’s important to create a personalized welcome guide for your software to help your new users overcome the initial learning curve.In my recent blog post, I wrote about how you can understand your users better by leveraging Gainsight PX to collect the roles and goals of your users. With that information available, it’s time to start creating a personalized new user welcome guide.Here’s a sneak peek of what our finished guide looks like, and the steps you need so you can replicate it yourself: Planning The first step of any great project is to start with a plan. In this case, I recommend th
Hello folks,The topic I’ve picked this time is one that I bet resonates with all of us - AI. I can already see the wheels turning in all your minds - buzzing with thoughts & experiences to share! 🙌🏽Navigating through that cascade of thoughts, we have a Digital Customer Success virtuoso @harshibanka sharing her insights on a critical realm: AI & Digital Customer Success.Side note - when she’s not being a wiz in DCS, she’s our in-house DJ who recently brought fire to the stage at Pulse US 2023. 🔥 There are 2 primary ways that AI can impact Digital Customer Success: Customer Effectiveness: 2 categories here are: Real Time Assistance - AI powered chatbots and virtual assistants can help provide real time help to customers, in turn improving customer service. Enhancing customer experience by leaps and bounds - AI can use past behaviors, interests and patterns of your customers to provide personalized experiences. This will result in accelerating value realization through incre
We are so excited to share that there are 2 *Shiny* new Pulse events coming to a town near you. These events are perfect if you were unable to make it to our annual Pulse conference in San Francisco in May, but also adds another way to keep in touch and strengthen those in person networking and learning opportunities! All the information is on our website HERE, and we will be announcing our agendas soon. I can assure you - we have some awesome content & Pulse fun in the works!Don’t hesitate - these are much smaller more intimate events, and tickets are on a first come first serve basis. Hope to see you there!
Working on Digital CS motions, there's one thing that comes up over and over: having the best strategies is great - but aligning teams around those strategies is often really, really hard. Keeping everyone aligned, whether at work or in life, means juggling a lot of inputs and needs and working together to be successful. It’s something I’ve seen at Gainsight (working on several cross-functional projects at the same time) and outside of work (trying to get my 2 and 4 year old daughters on the same page definitely requires some expert-level collaboration and juggling - and lets face it, they win most of those rounds). Digital Customer Success can be executed in different ways by different companies, and with different alignments in between. But often teams struggle with this question in the same ways - how do you work effectively, together, with competing priorities. I’m really excited to be a part of next week's webinar with Drift’s Director of CX, @emilymm519 , to answer this exact que
Are you ready to delve into the heart of our platform? Let's explore some incredible features that give you the keys to understanding and optimising your user experience. Tag & Identity Code: Seamlessly track user interactions and behaviors across your product, giving you invaluable insights into user journeys. Add Product - Users, Accounts: Effortlessly manage user accounts and gain a deeper understanding of your user base. Audience Explorer, Accounts Explorer: Dive deep into audience demographics and account data, helping you tailor your strategies effectively. Product Mapper - Module & Feature - URL, TAG UI, Custom Event: Map out your product's landscape and analyze specific modules, features, and URLs for optimized performance. Engagement - Dialog, Guided, Email, Slider, Survey: Craft personalized engagement strategies through various mediums, fostering meaningful connections. KC Bot - Bots, Articles, Badge, Feedback Tab, Search Tab: Harness the power of AI with our Kn
🎉 Whoa, the webinar was absolutely fantastic! 🎉 A huge shoutout to the incredible Champion @melissa_allen for launching our First Spotlight series CS with such a bang! The collaboration between @lane_h and @melissa_allen was nothing short of amazing. The key lesson that resonated with me was mastering the art of managing that 80% of customers responsible for 20% of the ARR. And the best part? They shared how to achieve this in a digital yet incredibly personalized manner. Melissa's insights struck a chord with me: the secret lies in starting small, meticulously testing on a small scale, fine-tuning through iterations, and then scaling up. No doubt, I'm on a mission to spread the word and share this remarkable recording with everyone! 🚀Click here to Access the link. For those who couldn't make it to the Okta webinar, I highly recommend diving into the recording. One particularly intriguing strategy they discussed was harnessing variant emails to deliver tailored messages to specif
Hello everyone!I have a quick question for you - Have you heard of MAGIC?Not the usual ‘pull a rabbit out of a hat’ magic trick (although I still continue to be amazed by it every single time). I’m talking about something different - well, not really me, but we have our DCS wizard @tyler_mcnally sharing a major tip to help you figure out how to bring MAGIC in the Digital Customer Success experience. Moment: What's the event or scenario you are trying to influence with digital? Action: - What is the specific user behavior you want to drive? Glee: - how do you infuse the experience with some joy or entertainment? Invitation: - After the user complete's the action, what's the next invitation to act? Confirmation - What data are you measuring to confirm your digital experience is having the right impact?Does this framework resonate with you? What would you change? Do you have an example of a digital engagement that’s working great for you? Would love to learn from you!
I'm looking to understand what other CSM Leaders are doing in regards to portfolio reviews with their CSMs. I would like to review the accounts and set goals with my team for the year. I"m thinking of including the following items, but want to see if anyone else has done this and has some suggestions? - Engaged vs Not Engaged - why not, what are we doing to change that? - Time spent in accounts - are we spending the right amount in the accounts, are the activities productive or redundant? - Create goals around MBOs Thanks in advance for any ideas!
Dear Community,I am thrilled to announce that I will speak about SAP Signavio’s Digital Customer Journey and to present how we have built a team of 12 Virtual CS professionals focussing on our tech touch customer base at SAP Signavio. On top of that I will show you our approach to reduce time-to-value with on-demand access to self-serve resources, compelling content, and more. About me:I am leading the Virtual Customer Success team at SAP Signavio. We have built our team from one Virtual CS professional to 12 globally within 2 years, which was quite a ride, but definitely worth it.I am looking forward to connecting 🙂
Hello, I’m hoping someone has some experience in this. We have a need to show different engagements based on different scenarios on a webpage. If a feature exists we want to show one engagement compared to another. I don’t want to trigger it based on if they click the feature but for it to show automatically on a page load. Does anyone have any experience with this?
Hello everyone,Hold on to your hats! I’ve got someone special this time to chat about a key part in Digital CS - you couldn’t have possibly missed the in-depth post about two game-changing ways to execute digital onboarding programs. You know where i’m going with this 😉 This round, we have @Tori Jeffcoat back to unpack not one, not two, but 3 stellar practices for Digital Onboarding success⬇: Guide users to your highest value feature: Map out the flow and journey of your customer to point the users to things that matter most and get them to adopt the most critical elements of your product. Have a person to fall back on: While your onboarding content is self-serving and self-guided, provide options to users/customers to reach out to the team when they need it. Provide on-demand training & education: Provide these to customers who need or want more detail, to support your programmatic digital onboarding steps with additional value-add content. If you’re getting that itch of curiosit
One of the questions I get asked a lot is where to start when creating a digital customer journey. It’s one question that I always hesitate to answer because the true answer is “Well, it depends”. It depends on what processes and automation you have in place currently, who your customers are, and what products you are offering. In my opinion, it’s best to first map out the existing customer journey, noting which parts of the experience are manual, and which are automated (or perhaps could be in the future). Once you have that mapped out, look for the low-hanging fruit, the easy wins if you will. This is commonly found in the very first step of your customer journey. The new customer welcome email.Think about your shopping habits and the experience that come with them. Whether you’re buying a new family car or furniture to be delivered. The person serving you thanks you for your purchase and may provide you with some additional information for you to read until the product is delivered.
It’s not uncommon to hear customer-facing teams answer the same questions time and time again. The questions could be about functionality or general how-to’s. Sometimes, these questions become feature requests, and it can be challenging for teams to record this information in an efficient manner so product teams can prioritize feature requests accurately.That’s where the customer community comes in. Gainsight offers a community solution called Digital Hub that offers the ability for you to empower your customers to ask questions about your product, log feature requests and interact with other customers. If done well, your customers will answer each other questions, and you will have a well-formatted report of feature requests, votes, and revenue associated with the features. In fact, in our new book on customer communities set to be published in November 2023, we talk about how you can integrate community into every part of your customer journey and the importance of doing so.Getting b
Digital customer success is more than just creating automation or scalability. It's about creating personalized & unique experiences for your customers by leveraging the power of automation in a scalable fashion. In order to create a personalized experience, we need to first understand more information about our end-user roles and the goals they hope to achieve using your product or service.Whilst this data can be defined by your customer success team manually, it is an ominous task and can be very difficult to maintain or get right. By leveraging the power of Gainsight PX, you have the opportunity to ask your customers for this information directly, both at the beginning of their journey and also at regular intervals. If done right, you will maintain an up-to-date record of their role and the goals they hope to achieve from using your product.To achieve this, we at Gainsight, recently launched a new in-app engagement using Gainsight PX to ask our users directly. How did we build
Let’s get real for a moment….. We all know that your users won’t see value in your product if they aren’t using it. We also know that even if they are using it, that sentiment is critical💕; i.e. is adoption high because they have to use your product every day? Adoption without sentiment will ultimately cause Surprise Churn which no one can afford during these tough economic times. (Read more here on Durable Growth) My favorite analogy for this is 🏋Buying a Gym Membership🏋:👎🏻 Buying the membership alone isn’t going to get you the results you want. It doesn’t work that way (sadly!). It’s the biggest reason why people cancel their memberships - they lose motivation as they aren’t seeing results but they probably aren’t seeing results because they aren’t using it! It’s a big Catch22. 🎯If you don’t know what your goals are, you’re going to feel aimless when you do go to the gym. There’s a LOT of equipment (“features”) and it becomes a case of analysis paralysis. If your users
Are you a mid-market CSM who is fatigued from juggling multiple customer accounts and struggling to keep everyone on the same page? Do you find it challenging to collaborate effectively with your technical counterparts, account managers, and your manager? You are not alone, and we are here to help! On Wednesday, August 2nd at 10:00am PT I will be hosting a webinar about how to unleash the power of Gainsight in a fast-paced landscape, where tech stacks are under scrutiny, breaking down communication barriers is more crucial than ever while driving efficiencies to deliver ROI. To kick-start the conversation and get you engaged, we'd love to hear your thoughts on how you break down communication barriers within your team to provide an exceptional customer experience. What strategies and tools have you found most helpful in fostering cross-collaboration and achieving success? Share your insights and join the conversation with like-minded professionals who are passionate about revolutioniz
In the ever-evolving landscape of customer success, I am excited to share how I see businesses are harnessing the power of digitization to elevate customer engagement and achieve sustainable growth. The rise of 1:Many programs has been a game-changer, revolutionizing the way businesses scale their customer success efforts. These programs play a pivotal role in maximizing efficiency, fostering consistent communication, and identifying growth opportunities within the customer base. In this post, I want to share my take on how 1:many programs are set to revolutionize businesses across various aspects, ultimately leading to amplified customer satisfaction and growth.Scalability: 1:Many programs empower customer success teams to reach and engage with a larger number of customers simultaneously. This scalability is crucial as businesses onboard and support a growing customer base without compromising personalized attention. Imagine the empowerment of Customer Success Managers (CSMs) when th
Hello Gainsight PX community! 👋 We have an exciting webinar coming up next week, as part of our On the Roadmap webinar series (discussing product strategies, key best practices, and insights from the product industry). Our next webinar is on Directing Traffic to Your Product: Achieving GTM Success with Product Marketing - a topic near and dear to my heart (and job at Gainsight 😉). As a community of really amazing product folks, we wanted to hear from YOU what questions you have around the role product marketing plays in working with product around new releases (and in general), that we can address on our webinar. A few starting questions we want to cover are:How do you measure the success of a feature release/launch, and whats needed to effectively support a new launch? When does (or should) product marketing get involved in the product development process? How does product marketing help drive release motions using PX? What other questions do you want answers to?Let us know in rep
It's important to be proactive in seeking feedback from both end users and buyers. By doing so, you can continuously improve your product to meet customer needs, enhance the overall experience, and strengthen customer relationships, which ultimately leads to business growth and success. End users are the individuals who directly interact with and use your product or service. They experience its features, usability, and overall functionality. To collect feedback from end users, consider the following channels: Buyers are the individuals responsible for making the purchasing decision and may not be direct users of the product but have insight into the overall buying experience. To gather feedback from buyers, consider the following approaches: a. In-App or On-Product Surveys b. Email Surveys c. Customer Support Interactions d. User Interviews and Focus Groups e. Feedback Forms on Website or Landing Pages f. In-Product Feedback Widgets g. Usage Analytic
Just like constructing a beautiful building, the key to a customer-centric in-app strategy lies in creating an incredibly sturdy foundation! 🏠By focusing on one step at a time and ensuring each is well-planned and executed, we can create a strong and reliable framework for elevating product adoption across different user types and at different key points along their journey. Laying the Groundwork - Identifying PersonasIn construction, architects carefully analyze the site and lay the groundwork before proceeding.Similarly, we encourage you to delve into user data and feedback to identify your top three customer personas—the Decision-Maker, the Product Owner, and your Standard User. Each persona plays a crucial role in supporting the structure of your product’s success. The Decision-Maker - The Architect: The decision-maker, like an architect, holds the power to shape the project's direction. To win them over, provide value proposition documents, case studies, and materials that su
Hello Fellow GS Folks!Anyone out there working to create DS (High/Low/Tech Touch) segment that works in healthcare - specifically with hospitals & automation? We are creating a pooled CS team and would appreciate any ideas, tips/tricks, BP and more importantly, step by step what you did first in order to be successful. FYI - we do utilize basic GS functionality - would love to incorporate more regarding unused functionality that we may already have & not using - please note that we do not have PX functionality at this time so that is not an option. Hopefully in the future. Thank you in advance!With Care,Molly Walden - email@example.com
Product analytics in Gainsight PX refers to the process of collecting, analyzing, and interpreting data related to user interactions and behaviors within a digital product or application. Gainsight PX is a product experience platform that offers various tools and features to track and analyze how users engage with your software or application.Product analytics in Gainsight PX allows you to monitor and measure key metrics such as user adoption, feature usage, onboarding progress, conversion rates, user retention, and churn. By leveraging product analytics, you can gain valuable insights into how users interact with your product, identify areas for improvement, and make data-driven decisions to enhance the user experience.Gainsight PX provides features like event tracking, audience segmentation, funnel analysis, A/B testing, and user health scoring to help you gain a deeper understanding of user behavior and product performance. These insights enable product teams, marketers, and custome
We've launched a new short CS skills course on Gainsight's Durable Growth Playbook, designed to empower CS professionals to prevent surprise customer churn, boost product adoption, and keep customer success outcomes at the forefront. The best part is the course is available for FREE! 😉 Check it out today!Link to course for current Pulse+ subscribers Link to course for everyone elseAfter completing the course, you’ll receive an email offer from Credly.com with your digital badge. Share it on LinkedIn, and let others know about this training!And if you like this course, check out the rest of the CS training and certifications in our Pulse+ training program.
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