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Share and learn industry best practices based on specific job functions
We are a new GS customer and I need to introduce Gainsight to our internal CSMs next week. In order to gain buy-in and enthusiasm, I want to get at the "WIIFM." Does anyone have any ideas/thoughts about what's in it for a CSM who hasn't previously used a tool like Gainsight? A couple of benefits come to mind right off the top--automated messaging and playbooks, and at-a-glance customer health scores. What others can anyone add? I might be able to somehow leverage the idea of the 5 Pillars of Customer Success, but if I do I'll need to put them into simple terms to make the CSMs understand that Gainsight will make their jobs easier. Help, anyone?
We recently received an OOO message from a customer and in the subject line the email was tagged as "Marketing." We've followed the recommended best practices for email design (unsubscribe link, customer name in email, our business address in footer, etc.) to avoid being tagged as spam. Any ideas what might be causing this to happen?
Has anybody created a formal governance model for Gainsight that they'd be willing to share? As we add more Admin users and groups outside of Customer Success into Gainsight it's becoming clear that we need to create a formal governance model/support structure. I've started to create something which I'd share here but it's a .ppt and I can't figure out how to attach a doc? Sorry! Does anybody else have anything they'd be willing to share?
Are there any recommended Test automation tools that we can use to test our Gainsight environment I'm looking for testing the UAT tests that we run on Gainsight when we upgrade to newer builds These UAT tests includes validation of Rules execution, Permissions and access to various features of Gainsight web currently Any advise here will be helpfull
I'm looking for ideas about how other companies are making data from NPS surveys actionable. Are you doing any automations inside of Gainsight to get the survey results to product teams or other groups who need to take action? How are you circling back with the customers on updates that have been made? I'm struggling to find ways to do this. Perhaps I just need to take it outside of the system. I also couldn't find much documentation from Gainsight on this.
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.
Can we stop receiving responses for a survey after the time-period mentioned in the conditional wait of a program is completed.
Hello Team,We could see that the survey link sent from the program is accessible and end-participant is able to fill the survey even after the participant has completed the journey(after completing the time mentioned in conditional wait).Here we are receiving the responses and storing as the data would be useful for future purposes but customer do not want to receive the responses for those participants who completed the journey after the time mentioned in conditional wait.Can we do this?Thanks & Regards,Srikanth
Hi! We are new to Gainsight and are busy creating rules, rules and more rules. We are using the recommending naming conventions of "Scorecard:" if the rule is related to the health score and "CTA:" if the rule is related to a CTA. Locating rules in Gainsight is going well. What we are struggling with is the perfect template to track rules, the triggers, the actions, etc from an Administrator perspective. Does anyone have a great excel template they are using to track rules outside of Gainsight? We want to track the steps that need to be taken to trigger the rule and then the actions that will occur once the rule runs (without going into Gainsight to review every rule individually). Thank you!
A very common question I get from customers is how to add fields to the MDA Company standard object. I'm hoping this video will help clarify the steps involved. Please feel free to add any questions/comments below! [video]https://player.vimeo.com/video/258339549[/video]
For example, Account/Customer name is "One Big Account" if you search on "Big" , there are no search results. But if you search on "One" , the account is found. Is that a current limitation of the search function, or is there a place to configure search to be a little "smarter/forgiving" ?
We have a rule that creates a CTA when there is a change to a sponsor (Title, Location or Company). The details of the change, ChangedAttribute NewValue and OldValue are captured in the tracking history. However, I need to include this information on the CTA so the rep know what changed. How can this be done?
I'd like guidance on how others have their CSMs track interactions with customers (emails, phone calls, meetings, etc.) in Salesforce and how they map these interactions in Gainsight using milestones or other reporting. Our team does not have a current standard on how to track customer interactions in Salesforce which is frustrating to our Sales team and as I roll out a clear standard of how we are going to use Salesforce to show visibility into our interaction with customers, I'd appreciate guidance on how other Gainsight customers do this. Thanks in advance for your help!
We are looking to track [b]Customer Sentiment[/b] on a more regular, ongoing basis and use this as part of our health score. [b]Currently[/b]: CSMs will choose red/amber/green manually upon gauging customers' likelihood to renew on each interaction (e.g. EBR, Escalation etc). The score will go stale after 30 days as CSMs should be interacting with each customer at least once monthly. [b]Ideally[/b]: Every time a customer interacts with support, we can also track the sentiment of the call. This would aggregate and we could show rolling averages which could be used to update the health score and create risk/expansion CTAs. We send out a CSAT after email/chat/phone support cases but this has a very low response rate so isn't particularly reliable. Is there a more effective way of tracking customer sentiment and do you ask the customer to record this or the support agent?
Which apps are Gainsight customers using to visualize your customers' organizational charts and maps?
I am wondering which apps are being used by GS customers to visualize your customers' org charts and maps? There are a few to choose from in the AppExchange, OrgChartPlus from SalesMethods being one: [url=https://appexchange.salesforce.com/listingDetail?listingId=a0N30000004fjGWEAY]https://appexchange.salesforce.com/listingDetail?listingId=a0N30000004fjGWEAY[/url]. But is there anything native in GS? I don't think Relationships is intended for this.
We are about to roll out Success Plans to our CS org and there's understandably some reservations from our CSMs because they're being asked to do more work without much reward. Does anyone have any real-life stories from their CS teams where they realized some tangible ROI/reward from having to do success plans with their customers?
Hey fellow CS Camps, Question for ya. We are struggling with proving our adoption rate. We feel every use case is different so we need to keep a million scores to see what adoption really is and then we will only have it per customer. Sound familiar? My question to you, how do you do it? Do you have one percentage that that you say when you are being asked: what is your adoption rate? And how do you calculate it? Next step is, what is a good percentage? We are struggling with this. Would be absolutely awesome to hear your best practices! Thanks so much in advance! Martine
We have used Gainsight for a few months primarily focusing on Timeline and our CSM dashboard. We are now creating our approach for success planning. Prior to finalizing our template and having CSMs leverage this functionality, we want to have a success plan example to share with CSMs that demonstrates a focus on a customer’s time-based goals and measurable outcomes. Does anyone have a success plan example they are willing to share? Thanks!!
We are in the final stages of choosing a CSM solution and Gainsight is on the short list. I am trying to think through how we might want to staff for onboarding - dedicate an internal resource full time, hire externally, etc. Would be very interested to hear how others have approach this and whether in retrospect would have done it any differently. TIA!
We want to have the CSM of an account notified when a contact within an account completes a survey (a full survey, not just one answer to a question and not exclusive to NPS items/responses). Is this possible, and if so, would we use CoPilot to send an internal email to the CSM? Moreover, if we do use CoPilot to do this, what would the source object be when deriving the list of contacts from either SFDC or MDA?
It would be nice to have an Executive license that is read only so they can see Timeline, Success Plans, Health Score for each customer. I know we have the option to share Success Plans via a link but this is not sustainable when I need an executive to see every customer's Success Plan as I would have to go to EVERY customer and physically click share and do that for each Executive as well. In the same fashion it would be nice to expose Timeline too.
We are rolling Gainsight out for our Client Services org (after deploying Account Management) and bumped into a limitation: we have some accounts which do not have an assigned client success rep. We need to assign CTAs to a queue/pool of employees, and then manually push the CTAs. More than one person will be dispatching the CTAs, so assigning to a designated manager does not seem to work. Gainsight also cannot create cases (we use cases instead of activities for client success work). Did anyone deal with a similar scenario; are there any workarounds?
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