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Share and learn industry best practices based on specific job functions
How to calculate anniversary dates(half-yearly)
Hello, in this post I am explaining how to calculate the anniversary dates based on existing date field in an object using Rules Engine.Here is the link to the document Below are the few use cases where this might be helpful. To follow-up on account’s renewal. To send NPS surveys every 6 months to customers. To create CTA for EBR set-up every 6 months To send customers a survey after 6 months of onboarding to know customer feedback.
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!
All Pulse 2022 TracksBlog
Jump to the on-going Track to leave a comment or a question anytime before, after or during the session.Also, watch out for QR codes displayed at the venue to scan and jump to these tracks real time. #PulseEU tracks:#Pulse2022 USA tracks: ---------------More at All About Pulse...🙌🏽🚨Join all the catch-ups happening at Pulse.🚨Whether you are attending Pulse in-person or virtual, engage in all things social at Pulse.
Best Practices on CSM Portfolio Penetration aka Engagement
Our customer base are traditionally not that engaged. CSM’s have about 120-180 customers to manage. Some customers take up a lot of time, while others either get neglected or we even forget to engage with them (yikes, I know!) We want to revamp our workflows with how we engage with our customers and providing visibility to managers ans leaders on effort of engagement and outcome. We have a strong appetite to track how often CSMs ‘touch’ a customer, meaning how often are we reaching out to the customer. Additionally we want to track of often customers engage back to us Can anyone share what they have put in place to make sure CSMs are able to:Engage with all your customers (in the scenario that you have 100+ customers to manage From a reporting perspective: Show customers that were outreached but they never responded back Show customers that were outreached and resulted in an engagement
Recording: Blending Digital and Human Touchpoints in the Customer Journey
In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in March 2022 about how to blend digital and human touchpoints in the customer journey. Here’s what we learned!🎞️️️️ Recording of key takeaways from each breakout room 📝 Note-taking slides from the breakout roomsLearn about these meetups in the future by signing up for the monthly CS Ops Newsletter.
Doing More With Less - EBRs! ( Digitally )
As we gear up to the Digital route nowadays and foresee that as the future to be, how do we do Digital EBR ( Business Reviews )❓Here's what I think about it & I would like to call it "Value Realisation - Business Review" ✌1. Identify - procure objectives from multiple clients via survey or an engagement, and select 3-4 clients who are atleast 80% match on the objectives.2. Automate or orchestrate communication which will help us to set expectations for those selected clients on what we wanted to achieve.3. One: Many - Have a generalized presentation on the best practices of the matched objectives and drive via roundtable or webinar or a Review.4. Once the session is done, send a personalized presentation including the matched objectives best practices + unmatched objectives specific to the client + Adoption Trends, etc...5. What is Next? - Take Action - Playbook, CTA's, Derive outcomes.Thank you for taking the time in going through the above.Feel free to share your thoughts &
Calculating Retention Rates in Gainsight
We assume that you have a way to identify which customer is due for renewal and when is their renewal and you are tracking the renewal process(Opportunity) something similar to the below example. To calculate Retention Rates in Gainsight, We should use the Data Designer feature. Click here to know more about Data Designer. Calculating Net Revenue Retention Rate:Step 1:Using Data Designer, fetch Renewal and Expansion Related Information from Opportunity along with their Close Dates and Stages. Step 2:Next step is to get the First day of the Quarter for the Close Date of Opportunity. In case if you want to get Retention Rates by Month, You need to get the First Day of the Month for the Close Date of Opportunity. Step 3:Get the SUM of Amount of all the Opportunities, SUM of Current ARR and Total Number of Accounts per Quarter(Grouping by Quarter). Labels: SUM of Amount → Total Renewable ARRCount of Accounts → Total Renewable AccountsSUM of Current ARR → Total Current ARR .Step 4:Ge
Key Takeaways from CS Ops Meet-Up about Mapping the Customer Journey
When you’re building digital-led journeys for your customers, it makes one question extremely important: What’s the best way to map your customer’s journey so it’s useful for this purpose?We got 80 digital-led CS leaders and strategists together in breakout rooms to talk through their successes, stumbling blocks, and ideas. Below, find their takeaways that they found most valuable from those conversations, in their own words.Rules of thumb when getting startedStart small, with one persona for one segment Bite size digital journeys can be a good starting place Customer journeys can be simple. Don’t overthink. Just START something and build on it. It’s not easy to get Product/Engineering, CSM and GTM aligned. Lol! Less is more! It’s a slippery slope to a monstrosity of a map, which no one outside your immediate team can understand. So, context is key to determining what you’re mapping. Takeaway: "Simple is good." A map should give a simple frame of reference for where a customer "is at
Getting to Pulse Europe and planning your travel
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 email@example.com and we’ll share our best advice. Links to help you plan you
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.
TRACK: SCALING MASSIVELY WITH DIGITAL ENGAGEMENTBlog
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Scaling Massively with Digital Engagement'. What did you find the most inspiring?DescriptionDigital-first is the preferred way that most customers want to engage, and digital engagement is the only way to ensure no customers are ever ignored. Learn from customer success, product, and community experts on the best strategies to engage your customers and your community in personalized yet highly scalable ways.
Key Takeaways from CS Ops Meet-Up about the Value of CS Ops
Everyone I’ve spoken to who has a CS Ops team is grateful to have them, but that’s different than explicitly defining and even measuring the value of CS Ops. 80 CS Ops leaders got together to discuss the topic, which kicked off with a presentation (view recording) from Jeff Heckler, describing a commission program he stood up for CS Ops team members at Pipedrive. (Talk about aligning CS Ops value to $$$!)In breakout groups following Jeff’s session, folks talked through the topics in more detail, and then shared these key takeaways, in their own words:Defining the Purpose/Value of CS OpsOrchestrating journey of customer through data, consistency through methodology of process CS Ops is the CSM for CSMs CS Ops is both process / efficiency as well as data to drive value and action To give the team some space to take a look at the bigger picture and plan/mitigate expected risks CS Ops provides resources, training, processes to maximize CSM time to engage with customer and bring more revenu
Servicing customers with groups of CSMs?
Does anyone out there have experience with servicing customers with a "group" of CSMs instead of a single CSM? Our team is currently exploring the idea of grouping several CSMs together along with a more junior member and having this group collectively service a patch of customers. The thought here is that the more junior member would learn on the job by supporting the CSMs with the more tactical/day-to-day request while the more senior member focus on the strategic aspects: conducting EBRs, stakeholder engagement, adoption, etc. We're hoping that this would also help mitigate the friction/pains of account transitions when a CSM moves roles or leaves the company entirely. Instead of being assigned a completely new CSM, the customer would still have the familiar names and faces of their dedicated CSM group. Thoughts? Would love to hear if anyone else has experimented with this and/or has other ideas for reducing account transition pains. If so, would also be intereste
CSM Round Robin Assignment
There’s been a bit of back and forth on this topic for a number of years now - Heres a potential solution What’s changed recently within Gainsight is the release of Real Time Rules which is made this a little bit easier The below logic allows us to allocate CSMs to a Company Object based on the Oldest CSM Assignment First things first, We need to create a High Volume Object to Store the CSM Assignments In this example, we are going to assume that there are two types of CSM, Customer Success ManagersSenior Customer Success Managers We are also going to assume that there are three possible regions USEMEAAPAC We are looking to assign CSMs in the same region as a customer in a round robin fashion based on the CSM Region matching the Customer Region and The CSM role matching the Managed By Field in the Company Object Creating the User Assignment Table The Only New Table that we will need for this is a CSM Assignment Table The CSM Assignment table will have the following fields: CSM GSID
Recording: Digital Business Reviews (CS Ops Meetup Presentation)
In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in November 2022 about digital business reviews. 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.
Speaking at Pulse Europe 2022? Show us a lil teaser 🤹🏼♀️Blog
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
Digital Led - with a blend of human touch!
Let me also hop on and take part in the hottest topic of discussion these days - Digital CS! Want to know what’s the Gainsight’s way of managing Digital Led CS? No worries, I will be sharing all about Digital led best practices on 4th of April 2023 at 8 AM PST.Be a part of the discussion by registering 👉🏻here!One hour couldn’t just be enough to talk all about the most important topic these days. Let’s start the discussion now in the comments section!Post your questions/thoughts in the comment section below 👇🏻 and we will do our best to cover them during the session!
Webinar Recording: Risk Escalations: How To Configure and Implement a Weekly Business Review Process With Your Leadership Team
Missed our webinar last week on “Risk Escalations: How To Configure and Implement a Weekly Business Review Process With Your Leadership Team” You’re in luck, you can find the full recording here: password: GainsightWebinar This is a two-part webinar, where Easton Taylor, Regional Director of Client Outcomes, will first walk through how to run a cross-functional risk meeting and the workflow in Gainsight, followed by a live step-by-step configuration tutorial by Elliot Hullverson, Client Outcomes Manager.
Webinar Recording: The Key Skills CSM Teams Need to Succeed in 2023
If you missed our webinar on March 7 on The Key Skills CSM Teams Need to Succeed in 2023 you can find the presentation and a recording of the slides below. In this webinar Easton Taylor, VP of Customer Success, Gainsight joins John Thackston, CEO, SOAR Performance Group and Andy Thompson, AVP Consulting & Client Success at Recorded Future for a discussion on how you and your teams can be best equipped for the year ahead. During this webinar they discussed:How the required skills for CSMs are changing based on the current business environment How to effectively develop new skills for your CSM teams Ways to measure the business impact of skill development SlidesRecording
Timeline vs CTA: What will you prefer to register activities?
Hello Everyone, With the new feature of timeline and the log of activities, I'm curious to know how other companies will encourage CSMs to register customer activities. In our case, today we are using CTAs to log meeting/calls annotations. [list] [*][b]CTAs pros: [/b]can create reports based on CTA reason, duration, etc. [*][b]Timeline pros:[/b] much better interface, formatting, connect with contacts, etc.[/list] This means that if I want to use both, a CSM would need to follow this process: [list=1] [*]Receives a new QBR CTA. [*]Do the call. [*]Take notes logging a new timeline activity (without reason categorization). [*]Go to cockpit and close QBR CTA without annotations.[/list] This would result in a CTA disconnected from its notes. What will you guys going to recommend to your teams? Cheers
Speaking at Pulse 2023? Let's start warming upBlog
Congratulations for being selected to speak at Pulse 2023 from the phenomenal Moscone Center, SF!Gainsight has always been passionate about building the Customer Success Community as much as building the software to run the function off it, and Pulse has been the cornerstone to bring it all together.And we must have lost count until we realized that it has been 10years of Pulsating with this passion: online from the last year, as much as it is in the venue, on a forum we’ve named, All About PulseSo we welcome you to share it with us, on the All About Pulse Community, your topic to get us warmed up for your session those of us who would attend in-person and those who can’t, everyone can participate in the ‘Discussion’, and starting today!Calling all speakers toRegister on this Community if you don’t have a profile. Complete your profile with all the details and a nice headshot. If you think you had an earlier profile you can't remember, let us know and we’ll look it up, and update your
TRACK: DESIGNING CUSTOMER JOURNEYS THAT DRIVE OUTCOMESBlog
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Designing Customer Journeys that Drive Outcomes'. What did you find the most inspiring?DescriptionUnderstanding your customers and creating a connected user experience are key to delivering the outcomes your customers desire. In this track, our speakers will share tangible strategies that blend human touch and digital touch approaches that deliver value at every stage of the customer journey.
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
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