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536 Posts

heather_hansen
ACE
heather_hansenACE
asked in Customer Success Best Practices

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!

11
heather_hansen
ACE
4 years ago
dan_ahrens
ACE
dan_ahrensACE
asked in Customer Success Best Practices

Your input needed - what should go in Timeline?

Hi Community! As we continue to develop capabilities around Timeline, we wanted to get your feedback on how you would like to use it in the future. Originally we designed Timeline in response to many customers who wanted a superior note taking tool. They were using systems like OneNote, Evernote and others and it just didn't meet the grade. So we built Timeline. One of our original goals was to provide a high quality repository of customer notes. Different than SFDC activity history, which logs everything and can get pretty noisy, Timeline would be cleaner and easier to find specific human interactions. But things evolve and we want to get your input. We've had some customers ask about having the ability to sync every CoPilot or Advanced Outreach email, CTAs, Milestones, NPS survey responses and even health scores to Timeline.  [b][i]What's your point of view? [/b] Should we keep Timeline as a view of human interactions only or would you want to drop automated, system g

23
rajesh_gande
3 years ago
jgalvan
Shoshin
jgalvanShoshin
posted in Customer Success Best Practices

Best practices for handling admin requests

I’m gearing up to launch Gainsight for our CSMs and I want to have a system in place for them to ask for assistance, request changes, and submit ideas. Some things about the team: -I’m the only Gainsight Admin and I sit on the CS team -We’re a smallish team (30ish) -We’re all remote (even outside of COVID-19) -We have a ticketing system that they are used to using -We have a Gainsight Slack channel -They are relatively new to the tool and might have difficulty deciding whether their request is actually tech support, a preference, or an idea that needs to be evaluated I’ve decided against using the ticketing system since it implies a quick resolution when something might be an idea we don’t want to implement. However, I still want to capture their ideas and monitor the next steps we took. I’ve decided that I’d like them to submit their request via a form that captures their responses in a spreadsheet. I can then take the spreadsheet and evaluate requests with my governance committee and

7
C
8 months ago
R
RajBRegistered User
asked in Customer Success Best Practices

Gainsight certification fee concession.

Is there any concession for unemployed CSM enthusiasts to get Gainsight certified?

3
R
1 year ago
jaw
Team Captain
jawTeam Captain
asked in Customer Success Best Practices

Tracking Client Sentiment Over Time Versus Point in Time

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

3
dan_ahrens
ACE
2 years ago
samantha_braastad
Champion
samantha_braastadChampion
asked in Customer Success Best Practices

Now that you can customize your Timeline Activity types, what additional activity types are others using?

The latest release now gives the Admin the ability to create custom Timeline Activity types. Our CSM's are heavily leveraging the Timeline feature but we are struggling to determine what level of detail we go into for differentiating the types of activities that are logged. Anyone have thoughts on what has worked well when creating these custom activity types? 

20
alex_newtonhill
3 years ago
heather_hansen
ACE
heather_hansenACE
asked in Customer Success Best Practices

Moving from SFDC to NXT

Hoping to get an idea on how much change management/retraining you had to do for your teams if you moved from SFDC to NXT.  Anyone willing to share what to expect?  Thanks!

6
gunjanm
Golden Ruler
3 months ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
posted in Customer Success Best Practices

Congratulations to the latest group of Gainsight Certified Admins!

Gainsight is so proud of all of our certified Gainsight Admins, and we wanted to give a shout out to the 43 individuals who passed the exam in the last quarter!  Earning the certification represents a lot of hard work learning the ins and outs of Gainsight’s CS application! Typically, we recommend Admins take our free introductory elearning, followed by our instructor-led hands on courses, and then dig in with practical on-the-job experience before attempting the exam. If you’d like to learn more about the certification, click here. We’re also planning a live session later this month to answer all of your questions about our admin training and certification process, so stay tuned for an announcement!Kudos to all of the following Admins, for your brilliant work supporting and helping your CS teammates to scale, and rolling out new processes in Gainsight! You ROCK! Amazing work, Q4 certified Admins! @kyle johnson @bradleymcg @laura_powell @darkknight @harriseilenberg @Teetas @andy_buchan

4
sai_ram
Grand Slammer
1 year ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Best Practices

Churn analysis for digital-led programs (CS Ops Meetup Presentation)

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in January 2022 about churn analysis. Alana Stoltzfus of Okta kicked us off with a presentation and Q&A session. Here’s the recording!

1
anirbandutta
5 months ago
phil_hart
phil_hartRegistered User
asked in Customer Success Best Practices

Tracking Customer Sentiment via Support Interactions

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?

7
toddmassey
Shoshin
3 years ago
J
Gainsight Employee: Rookie
JyothsnaGainsight Employee: Rookie
published in Customer Success Best Practices

Configure formula field to calculate Anniversary dates(every 6 months)

In the below document, I have explained how to calculate the every 6th month anniversary dates and store in a separate field so that we use it to send surveys( whenever you wants to send NPS survey who completed 6 months), use it in rules and reports wherever required. Since I am creating a formula  field in Sfdc and bringing it into Gainsight, this work-around will be applicable only customers on salesforce platform   Calculate the anniversary dates(every 6 months)

1933
phani_kumar
Gainsight Employee: MVP
1 year ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
posted in Customer Success Best Practices

Who should own upsells and renewals?

Generally, there are three options to manage the commercials of existing customers: ALL SALES: Sales Execs lead all commercial activity, while CSMs engage in non-commercial activities (mainly: driving outcomes, usage, and advocacy). UPSELLS vs. RENEWALS SPLIT: Sales Execs lead all new revenue activities (including upsells and cross-sells), while CSMs lead the management of existing commercial engagements, (i.e., renewals) alongside the non-commercial work. ALL CSM: Sales Execs drive sales to “new” customers only, while CSMs manage all commercial activities with existing customers (including both renewals and upsells/cross-sells). Click here to read more about the CS executive perspective that there are ONLY two (2) primary vectors that should influence this decision: The Length of the Sale Cycle The Type of the Upsell

1
pat_kelly
6 months ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
posted in Customer Success Best Practices

How Customer Success is Adapting to Virtual Business World

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.

8
anirbandutta
4 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Best Practices

Tracking Customer Goals at Scale (CS Ops Meet-Up Key Takeaways)

When creating a digital-led customer success program, you quickly realize that the information that a given customer needs will depend on what they’re trying to do with your tool. Capturing (and then acting on!) a customer’s intended business outcomes is straightforward for an enterprise CSM who’s able to have in-depth conversations (even if it’s a lot of work). The tactics are not so straightforward for digital-led CS.On September 20, 2021, 40 digital-led CS leaders got together to dig into the topic in small group discussions. These were their most valuable takeaways, in their own words:Handing off goalsIt’s challenging to collect outcomes as a part of the sales process - CSMs end up asking the same questions again, which isn’t a great customer experience Translating outcomes collected from sales process to success in a digital way Capturing the right business outcome in presales that aligns with the intended outcome vs customer expectation during adoption Capture outcomes at the clo

2
S
Shoshin
8 months ago
kara_kogelman
kara_kogelmanRegistered User
asked in Customer Success Best Practices

Making NPS data Actionable

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. 

8
karl_rumelhart
Gainsight Employee: ACE
3 years ago
gainsight_community
gainsight_communityRegistered User
published in Customer Success Best Practices

Your Ideas Were Implemented in our November Release v5.20

We really appreciate all of the product inputs that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect. We want you to know that our product team listens and carefully considers your ideas and concerns. In our November Release v5.20, I'm happy to report that we implemented 11 of your suggestions! Here's the complete [url=https://docs.google.com/spreadsheets/d/1Y2i9JZ-OzSUHlKlqqKvlqpyvTVaVBROmA-XWJdbv868/edit?usp=sharing]list[/url].

1690
gainsight_community
3 years ago
zak_kovat
zak_kovatRegistered User
asked in Customer Success Best Practices

Scoring our "Support" Category

We use "Support" as a scoring field and are still thinking through how to score our account.  Things we think about are: "is it good or bad if someone has no cases", "are a lot of cases always a bad thing", "without perceiving customer tone, how do you automate this scoring"....Has anyone else looked into this before?  If so any good recommendations for this? 

8
tom_wix
6 years ago
J
Gainsight Employee: Rookie
JyothsnaGainsight Employee: Rookie
published in Customer Success Best Practices

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

1635
puna
Shoshin
7 months ago
aviv_caspi
aviv_caspiRegistered User
asked in Customer Success Best Practices

Update custom fields when a playbook is created

When adding tasks to a playbook there is an option to choose the owner/date/priority/status and so. I want the option to customize those fields and add a custom field we have on Task Object in SF - Medium. This field holds the medium of the task (email, phone, etc..). Actually, I want to choose the medium when creating the playbook task so whenever the specific task will be created under the playbook the medium will be marked automatically. Is there a way to do that? Thanks! [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160822-84037-rypufn-Adding_a_Task_to_a_Playbook_inline.png[/img]

10
t.uzel
Shoshin
2 years ago
S
sleightonRegistered User
asked in Customer Success Best Practices

Risk management

Hi - we are still fairly new to Gainsight and I wanted to hear more about how we can manage risk effectively in G. Our current process is quite well mapped out and we have a good risk matrix, escalation process and weekly review in place. At the moment we were going to create a new timeline activity called risk and use this to drive our weekly meetings. Is this right.? I see on the Gainsight webinars that the healthscore card is used. ThanksSonia

4
sai_ram
Grand Slammer
1 year ago
Jef Vanlaer
Champion
Jef VanlaerChampion
asked in Customer Success Best Practices

What Gainsight functionality/workflow really helped you scale?

Scalability is a hot topic in the Customer Success community. Also for us, handling a larger number of customers with the same (or only slightly increasing) number of CSM's is becoming a bigger focus every year. I'm sure many of you have had the same challenge over the last years.Leveraging technology and automation typically is a large part of the answer to this challenge. As we are using Gainsight CS intensively as our central CS platform, I hope to be contributing to this challenge by leveraging even more of the great functionalities the platform offers.I'm currently looking at options to assess their potential impact. Hence my question to this community: what is the one thing you implemented in Gainsight that really helped your CS Team scale and how is it being used in your company?

4
sai_ram
Grand Slammer
1 year ago
phaneendhar_lingam
Gainsight Employee: Veteran Rookie
phaneendhar_lingamGainsight Employee: Veteran Rookie
published in Customer Success Best Practices

Monthly CTA closure rate by Owner

Monthly CTA closure rate by Owner   It is important for a Customer Success Director to keep tabs on work performed by various CSMs. CTAs come in really handy to keep track of the tasks completed. Below is a rule that can show you CTAs completed by each CSM on a monthly basis and if they were completed by due date or have been overdue.    Rule Name: GS : CTA overdue percent   Rule Flow Diagram:     Flow of the rule as follows, Fetch CTAs (Fetch Task) - Fetch required fields from Call To Action object,     Extract Due Date as Date (Transformation Task) - Due Date is Date Time field, in this transformation I’m generating a new date field Due_Date using date function on Due Date field.     Extract Due Date Month (Transformation Task) - Extract month value from the prior generated Due_Date field     Get Total Due CTAs monthly (Transformation Task) - Get the total number of CTAs due for each owner on a monthly basis - no filters are required here  

1583
phaneendhar_lingam
Gainsight Employee: Veteran Rookie
2 years ago
damien_barry
damien_barryRegistered User
asked in Customer Success Best Practices

Gainsight User Groups

Hi All Were can I find Gainsight User Groups? It would be great to meet up with other Gainsight Users and learn from their experience.  I'm specifically looking for one in Dublin, Ireland myself but can't seem to find any anywhere outside the US. Thanks

7
petersgordon
4 years ago
jen_molitor
jen_molitorRegistered User
asked in Customer Success Best Practices

Measuring CSM Gainsight adoption

Hi all, We are looking to create an ROI of Gainsight based on CSM performance. Our CSMs have a number and we are thinking about looking at CSMs quota performance and comparing it to Gainsight adoption. Our theory is that for those reps that are hitting their number would be the same reps that are using Gainsight. This would then provide an ROI and a health score of sorts for our CSM Gainsight adoption. We've talked about using timeline activity, C360, CTA close % and page views for our 4 measures. Has anyone else created a 'CSM health score' outside of the tracking that Gainsight provides on the Gainsight 360? 

5
denver_kirkpatrick
3 years ago
nick_mehta
nick_mehtaGainsight Community Manager
published in Customer Success Best Practices

Helping Our Teams Through This Crisis

Gainsight Community Members… I hope you, your teams and your family members are safe during this tough time. We’ve written a few posts lately on helping our teams through this time. What are you doing to to try to help your teammates get through this crisis? 5 Tips to be an Effective CSM Leader in Difficult Times  5 Positive Things Saas CEOs and Leaders Should do to Get Through Covid-19 5 Reasons Why Customer Success is Existential During a Downtown We are all in this together as a CS community - and as a planet. Nick

1521
sai_ram
Grand Slammer
2 years ago

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