Share Industry Knowledge
Share and learn industry best practices based on specific job functions
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 firstname.lastname@example.org and we’ll share our best advice. Links to help you plan you
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
These are the core tenets that I’ve picked up about how to measure the effectiveness of a CS Ops team. How do you measure your CS Ops team’s success?Team ThroughputIt starts with tracking simple CS Ops activity. You can use some metric like features deployed. Since a large portion of our CS Ops team uses sprints, we can show "points delivered". @kendra_mcclanahan (Gainsight’s Director of CS Ops) has even built mechanisms in Monday.com so that those points are compared against expected vs. actual, and are reported broken down by high-level strategic initiatives and major areas of run-the-business responsibilities.Leading Indicators of ImpactYou’ll then want to start to collect signs that your CS Ops team is actually starting to make a difference. For example, @jennifer_bruno (Gainsight’s leader of CS Enablement & Transformation) runs a survey of our CSMs about how enabled they feel, how useful our health scores are, and so on. She coordinates with the rest of CS Ops about what areas
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
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
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
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.
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!
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
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
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.
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
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
We are currently using Wufoo surveys and placing it on a tab in our company's software. Our clients log into their accounts for the first time and fill out those surveys. It's convenient and we get a higher response rate because those particular surveys are in their instance of our software. Once they fill out the survey, the information is stored in Wufoo and a team member exports it and emails it to the proper CSM. We'd like to revamp this process by utilizing Gainsight surveys. This ensures that the survey data is stored in the survey object, which we can then use to populate survey information on the C360. It's a smoother process and allows are CSM's immediate access to the results. To be able to do this, we would need to embed the Gainsight survey onto a tab in our software. I know Gansight surveys are supposed to be used and sent via CoPilot.. but we'd really love it if we could embed it in our software so it's easier for our client's to fill out. Has anyone ran in
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.
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!
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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
For Gainsight Administrators attending Pulse 2022 in-person, we're creating an opportunity for you to come away with customized, tactical coaching from an expert admin. Plus, you'll meet fellow admins who you can feel comfortable connecting with in the future. Five experienced admins -- hand-picked members of our CS Ops Product Council -- will each host a roundtable.Each roundtable is limited to five participants so that the conversation can be intimate and in-depth. Registration is required to secure your seat.You can only register for one. Several will happen during the same lunch block, plus we want to maximize the number of admins who have access to this opportunity.Bringing a Negotiation Framework to Collaborative Design, hosted by Bradley Bazhaw @bradleymcg -- Register Here Description: When building a solution, you need to partner with people to understand their requirements, but also decide on a design that works within the capabilities of your system(s), like Gainsight
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?
Hi there, As part of linking timeline to the health scorecard, i'd like to get a better understanding as to why capturing the client sentiment over time (which in turn produces an average score that summarizes the overall client relationship) is a best practice instead of capturing a "point-in-time" sentiment. Is there evidence based research on the topic of Customer Sentiment Analysis that either argues for or against a point in time metric. Thank you in advance, Jasmine
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