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How have you handled notifying a customer who has a dedicated/named CSM, if that particular customer no longer meets the criteria your org has established for having a named CSM? We have 4 CSMs (approximately 75:1) and approximately 3,000 customers. We have recently adjusted our segmentation and the criteria a customer must meet in order to be assigned a CSM, which leaves me with quite a few customers who need to be notified that they are essentially losing their point of contact and will need to channel any questions/escalations through our technical support team first. Looking for suggestions on how that's been communicated and talk tracks that have been used. Thanks in advance!
Hi, I was able to download Success plan in Ppt format. Wanted to know if we can have few more layouts added in downloaded Ppt like in Plan Info o Description o Company Highlights o Action Plan Any possibility of add attachments in success plans. Reason being needed to add new contacts in Success plan for showing it to customer
We are looking at instrumenting a Pooled CSM Model where a team of CSMs can respond to customers without being assigned to their account specifically. We are familiar with how to do this using Salesforce and creating a ticket queue with email integration, but want to know if we can do something like this in Gainsight. Has anyone done this before and/or explored this option?
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!
During Pulse Europe, 2018 (https://www.gainsight.com/pulse/europe/2018/) the Gainsight Client Outcomes Team organized a Circles of Success Program, featuring group discussions for the attendees focused on key topics and challenges. We wanted to keep the conversation going on Community. One of the topics we discussed was Advocacy Management. Here are a few of the questions and the corresponding topics that we discussed: 1. What customer activities do you consider advocacy? Who owns advocacy? 2. What creative things have you implemented to drive advocacy? 3. What about your customer experience creates advocates? 4. How do you leverage your customer advocates? 5. What points in the lifecycle or touches do you identify advocates? 6. How do you prevent “reference fatigue”? 7. How and where do you track advocacy events? 8. Do you provide any incentives for your customers to become an advocate? Which incentives have you found more useful than others? 9. Do you expire advocacy assets
During Pulse Europe, 2018 (https://www.gainsight.com/pulse/europe/2018/) the Gainsight Client Outcomes Team organized a Circles of Success Program, featuring [b]group discussions[/b] for [b]the attendees[/b] focused on [b]key topics and challenges[/b]. We wanted to keep the conversation going on Community. One of the topics we discussed was [b]Compensation and Incentives[/b]. Here are a few of the questions and the corresponding topics that we discussed: 1. Does your company incentivize CSMs on individual or team targets? 2. What metrics are CSM incentives based on? (Examples: retention, satisfaction, adoption and advocacy). 3. Have any organizations implemented CS-oriented bonus plan? Does variable compensation model works best for Customer Success Managers? 4. Are CSMs incentivized based on expansion or advocacy targets? 5. How are the CSMs targets tracked? 6. What are the leading (adoption) and lagging indicators (renewal) that you track to know a CSM is on track to
During Pulse Europe, 2018 (https://www.gainsight.com/pulse/europe/2018/) the Gainsight Client Outcomes Team organized a Circles of Success Program, featuring [b]group discussions[/b] for [b]the attendees[/b] focused on [b]key topics and challenges[/b]. We had such engagement from our customers we wanted to keep the conversation going on Community. One of the topics we discussed was [b]Health Scoring and Risk Management[/b]. Here are a few of the questions and the corresponding topics that we discussed: [b]What health scores have worked best for different organizations? Do you see trends based on the industry?[/b] · On-Prem customers use: Using proxy for usage data as usage data is not available support cases, webinar attendance, etc. to look at who are healthy customers. They can easily identify unhealthy but healthy is harder. Onboarding CSAT is also a measure that is used for customer health · For SAAS customers: utilization metrics · NPS as a part of health scores: Interestin
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].
Does anyone use a customer survey before a renewal to understand propensity to renew or to get a pulse on customer sentiment? If so, what are you asking and when? We've heard of some doing the NPS survey at some # of months before renewal, but what other questions help you gauge risk?
Good morning fellow Gainsight Admins! I am starting a project to determine the best method(s) of communication with CSMs when there is an issue with Gainsight and am curious what methods other businesses use. We currently have a mix of informal (Slack, email) and formal (Confluence, Jira) methods that serve different purposes. I am looking to create something that will better meet the CSMs where they are already working and meet acceptance criteria around visibility of issue status, workarounds, and details. Is anyone else leveraging tools like Knowledge articles, chatter, or cases to communicate with CSMs about Gainsight issues? How do you determine which communication method to use, for example, do you do something different based on the severity or priority of the issue? Thank you for your input!
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 All, 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. I'm happy to report that we have implemented your suggestions! Here's the complete [url=https://docs.google.com/spreadsheets/u/4/d/1Y2i9JZ-OzSUHlKlqqKvlqpyvTVaVBROmA-XWJdbv868/edit?usp=sharing]list[/url]. Please revert for any queries Email : firstname.lastname@example.org
Hi All, 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. I'm happy to report that we have implemented your suggestions! Here's the complete [url=https://docs.google.com/spreadsheets/d/1Y2i9JZ-OzSUHlKlqqKvlqpyvTVaVBROmA-XWJdbv868/edit?usp=sharing]list[/url]. Please revert for any queries Email : email@example.com
I wonder if anyone has any ideas please how to achieve the following: - we monitor churn down to the service/product level for each customer, classifying each service/product line as rumored, notified or realized. The current process is to take a spreadsheet with the latest revenue information by account, down to the service/account level and mark each line as at risk of churn or not. This spreadsheet is then loaded to Gainsight via our data lake and is displayed in each C/R360 as a report. We have number of rules set up using this churn information, for example the % of contract at risk of churn which also feeds to the overall account healthscore. The current challenge is that our revenue information changes daily and the churn document is loaded to Gainsight only once or twice per month - updating this spreadsheet is done offline and is time-consuming to keep this information up to date given the number of accounts. The ideal scenario would be to enable our CSMs to manage the ch
PulseLocal Austin has been meeting every 2 months since June 2015 which means our 20th meet up will be Nov 14th! Please tell all your Austin-based colleagues to join us by registering [url=https://pulselocal.gainsight.com/events/details/gainsight-austin-presents-evolving-a-customer-success-org#/]here[/url]. Our original PulseLocal Austin President, Beth Yehaskel, is returning to share her insights on building a success organization from a support model. Beth (formerly VP at Spredfast) is now leading the team at Jungle Scout. We're excited to wrap up 2018 and our 20th meet up with a bang!
LeanIX is hosting a Customer Success Meetup in Boston on Thursday, October 18th, from 6 - 8pm at their HQ. If you would like to attend or know of CS professionals in the Boston area, feel free to share this [url=https://www.meetup.com/Boston-Customer-Success-Meetup/events/255090143/]link[/url].
Hi all We are using the Relation object (a bit different than an account) and I'm trying to find a way to see all my to do's (whether its CTAs or tasks) grouped by relationship name and sorted by the contract end date. If I create several CTAs per relationship- I can't group by relationship and sort by end date. And If I create one CTA per relationship (with several tasks per CTA)- the tasks will be displayed forever, even after completion. (they remain crossed-off) Do you have any suggestions about how to see all my relationships, sorted by end date and to see each relationships CTA or tasks? It seems like a logical way to see all my to do's.
Hi, newer user here, so maybe I am on another version, possibly user error? When I use the walkthrough guide instructions for timeline (For a short guided walkthrough of Timeline, navigate to C360 > Timeline view, and click the tooltip to the right of the +Activity button.) Following those instructions dont work. Can you advise please?
Hey All! I've seen this question posted previously, but it related to Scorecards 1.0 and was 3 years old, so I figured I'd repost with a focus on 2.0. The majority of our CSM-customer relationships are measured and treated the same, regardless of organization size. This makes setting up a scorecard and related measures really easy ("one-size-fits-all"), and it's how we've done things since we first started with Gainsight. We've recently decided that a certain segment of our customer base would be better suited by a more "tech touch" approach, and thus one of our measures (Relationship- how often the CSM has a formal interaction with the customer) should be more lenient for these account types. I know I can achieve this by creating a new scorecard and measure that filters for these accounts only, and then exclude them from the original scorecard. However, this means having two nearly identical scorecards, and I'm afraid this might confuse the CS team. How have others handled this sit
Hi everyone, I am looking to come up with appropriate targets/ranges for the service now metric in my organization's current scorecard in the Customer 360. We are unsure of the best way to define high risk, at risk, moderate risk, low risk, and no risk based on the number of service now tickets and types of service now tickets we've imported into Gainsight. I came across the article below: [url=https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Cost%20per%20Ticket.pdf]https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%20Articles/Cost%20per%20Ticke...[/url] What is best practice for defining targets based on service now data and how that impacts the overall health score? Thanks, Jasmine
I want to send a survey to hiring managers based on people they've hired recently (we're an applicant tracking system). In many cases, that's a 1:1 situation. However, I have some participants who have made many hires, and I want their feedback on each individual hire. I am running into issues thinking through what would be the best user experience for someone who has hired 10+ people. I'm using a CSV taken directly from our product, and I've set it up so that 1 person can receive the email multiple times by creating a unique identifier that does not tie back to their SFDC contact record. In my ideal situation, I could send one email to a participant with multiple links in it to complete the surveys based on each hire. Is there a way to do that without making the response totally anonymous?
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