Share Industry Knowledge
Share and learn industry best practices based on specific job functions
Building relationships is not about transactions, it’s about connections. - Michelle Tillis Lederman The renewal experience is important when it comes to keeping our customers happy and making our business grow. So, it's crucial that your team stays in touch with the right people involved in the process to make sure those renewals go smoothly. One great way to do that is by setting up a system to check and confirm who the key stakeholders are. This way, we can reach out to them directly, have more personalized conversations, and increase our chances of successful renewals. When we know who the key stakeholders are we are able to build connections.Before diving into how to set up checks and balances, it's important to understand your organization's renewal process and identify who is typically involved. Answering the following discovery questions will help you:What does your renewal process entail? What stages and touch points are involved Who are the typical stakeholders involved? Who
Hello everyone,Our Digital Disruptor Community Friend @Jbarker is back this time to share something critical that set him and his team up for success in the Digital Customer Success World!3 simple and clean suggestions to ensure you have a strong head start in the DCS world. Here’s a summary:Vision: Be bold in your vision. (Vision example - 0:08 secs) Start Simple & Get Quick Wins: Quick wins are your secret sauce. They show your exec team that this program is the real deal! (Quick win example - 0:31 secs) People: Chances are you already have a CS team transitioning to a digital-led program - use strength finders to understand what digital led roles are suitable to individuals in your team. If you do not have CSM, consider investing in specific digital first roles (Example - 0:59 secs) I’d love to turn the spotlight on to our fellow community friends here now to share more together: Have you begun crafting your very own digital-first roles within your company?If so, would love to
As you know, Gainsight not only builds powerful products to manage your customers’ success and product experience. We’re also focused on supporting CS and PX practitioners with industry best practices and thought leadership. In that spirit, here’s a roundup of our blogs and webinars from the last month, as well as what’s coming up!: Blogs 10 Gainsight Updates That Are Setting the Bar for Customer Success Platforms in 2020: Gainsight is in lockstep with the ever-evolving discipline of customer success. As the leading customer success platform, we’ve continued to focus on building out the tools that CS teams need to optimize and mature their strategy. So what have we been up to in 2019? Aside from publishing books and throwing the biggest conference in customer success, we’ve maintained a rapid pace of innovation in our product. (Feb. 2020) 6 Experts Share How They Use Customer Feedback to Build a Better Product: When you're trying to deliver an exceptional product, it's easy to get l
🛑STOP READING THIS if don't care about #value for your company or your customers. This won't be helpful. 🛑If you do care, this post will revolutionize how you think about value delivery. Who has encountered the following:1) A company thinks they are customer-centric but aren't (we all know or work for these companies)😬 2) Unconsciously or consciously tracking value delivery exclusively for the customer which has led to a "Yes" culture (hint: a party is missing here)3) An uphill battle proving the value of CS 🌋That's why we need... 🤩Value Milestones🤩#ValueMilestones: the intersection where vendor and customer BOTH realize value.By focusing on Value Milestones we remove the polarization of the industry that companies are either customer-centric or not. A #profitable middle ground is created where companies are able to focus on mutual value realization. 💰This is why focusing on Value Milestones (where both parties see value) is the next evolution in Customer Success strategies.If y
Hello PX-ers! Pop Quiz: When should you start thinking of measuring the impact of your in app engagements? A: Before your engagements even go live! I find too many users aren’t thinking about how to measure their engagement’s impact until after it has been running. They then have to make changes to put things in place for measurement and they lose valuable insights on impact in the beginning weeks. To Quote Benjamin Franklin- “If you fail to plan, you are planning to fail!” Hot Tip 🔥: Create an Engagement Intake Process and ensure measurement is included. If you create a process for planning an engagement, you can add elements important for measurement as a step and ensure they are included from the start. Below is an example of a checklist to go through before creating and launching any engagement. This will match your plan to the configuration needed for measurement in PX. Planning Questions: Who is the intended audience? (persona, previous usage and what stage?) Do you have
We've just rolled out the Gainsight tool to our CSM team. We've instructed them to use CTAs to influence the health score card instead of manually adjusting the health score number themselves -- to prevent too much subjective override. If a CSM does happen to manually adjust the score, how long will this stick? And how do we change it back so that the score is calculated from rules and open risk/opp CTAs?
I feel you. I’m already missing the moments we had together -- learning, having fun, and just enjoying each others’ company!So, Instead of waiting around for another year of Pulse to happen, let’s recreate them here by sharing our favorite moments from it.It could be anything like:An ‘aha moment’ that you’ve taken back to your work Your favorite moment at the Puppy booth A new friend(s) you made at Pulse Which of our snacks you loved The funniest moment you can remember Your highlights from the virtual experience A session that made you laugh and learn at the same time Share a word of appreciation to someoneI’m sharing my favorite ones below! 👇Let’s share and revisit our favorites!
Welcome to the Gainsight CE Community—we’re so glad you’re here!What can you expect? We have opened 2 interaction spaces for Industry discussions and Product Support:👩🏽🏫 This Customer Education section is a place to explore customer education best practices, and connect with you peers (in and out of the CE world). ⚙️ You can also head over to Product Features section to discuss all things Gainsight CE and make sure you have all the information necessary to make the most of your academy.Join us, and let's grow together.
Hi team, Does anyone know of a way we can freeze a churned/will churn customer's health scorecard in Gainsight so that we can start reporting on trends? When a customer churns, we move them to the "Churned" Stage and our CSMs will close out the CTAs as Closed Risk to clear out the noise in their cockpit. Since our scorecard colors are driven by specific reason codes, once the CTA is closed, each measure will turn green the next day. This causes a problem for our churn analysis downstream. Any tips on how you can keep the cockpit clear but also keep a record of all of the risks identified in the customer account? BONUS question: We were also thinking of trying to find a way to operationalize "If a customer is in Churned Stage, then the Overall Health Score = RED (or black) or some really obvious color" Any tips on this? Thanks! Linda
I'm working on building a rolling NPS / CSAT survey to trigger the quarter prior to and following the client's renewal event. I received a request for the ability to compare NPS trend overtime for a rolling cohort. So rather than comparing Q2's responses to Q1 or February's reponses to January, I would select a sample size (say 50 responses) and always look at the most recent sample. (ie comparing responses 1-50 vs 2-51 vs 3-52 and so on) Has anyone built this type of report in Gainsight? Since I can't find any examples, I wonder does this go against best practices?
Let’s get real for a moment….. We all know that your users won’t see value in your product if they aren’t using it. We also know that even if they are using it, that sentiment is critical💕; i.e. is adoption high because they have to use your product every day? Adoption without sentiment will ultimately cause Surprise Churn which no one can afford during these tough economic times. (Read more here on Durable Growth) My favorite analogy for this is 🏋Buying a Gym Membership🏋:👎🏻 Buying the membership alone isn’t going to get you the results you want. It doesn’t work that way (sadly!). It’s the biggest reason why people cancel their memberships - they lose motivation as they aren’t seeing results but they probably aren’t seeing results because they aren’t using it! It’s a big Catch22. 🎯If you don’t know what your goals are, you’re going to feel aimless when you do go to the gym. There’s a LOT of equipment (“features”) and it becomes a case of analysis paralysis. If your users
Hello community! This year, we are live streaming the Keynotes on both days for F-R-E-E! Day 1 keynote:Reg link - Day 1 KeynoteJoin us as we kick off Pulse Europe and celebrate the continued growth of the Pulse community while taking a glimpse into the future of Customer Success. Nick Mehta, Gainsight's CEO, will explore efficient growth, the impact of digital tech and AI, and our commitment to better support our customers and community. Discover how Gainsight is using Digital and AI to enhance Customer Success, from onboarding to value delivery. Hear from the Gainsight Product team on unifying Customer Success, Product Experience, Community, and Customer Education, empowering CS teams and leaders. Don't miss this keynote, where we bridge the past and future, unveiling the exciting journey of Customer Success! Day 2 keynote:Reg link - Day 2 KeynotePrepare for an enlightening morning as we dive into the future of Customer Success. We'll begin with an exploration of the core principl
Did you ever face a challenge while using Gainsight product? How did you solve it? We all have different ways of [b]solving/[/b][b]resolving [/b]them but what is the approach used is important? We would love to hear your efforts in solving any such challenges. Would really appreciate your feedback here. We pick one approach and award it :-)
I was informed last week that we will be expanding our Customer Success team to also cover our SMB market. This is both exciting and terrifying! Right now our Gainsight implementation is 100% focused on our enterprise product. In turn, we only pull in customer records that own our enterprise product. I am hoping the community can give me some guidance on how to properly set things up to pull in the SMB customer type. Additionally, I'd like to put up a virtual "wall" between the to customer situations inside of Gainsight so we don't accidentally have CTAs or things triggering for accounts that it shouldn't. Is this as easy (and as time consuming) as adding the account record type name to everything we do in Gainsight? Thanks!
I'm struggling to come up with a good solution for sending copilot emails in the right language in regions where there could be several different language possibilities. The best solution I can envision so far is pulling in mailing address info from SF then taking a best guess based on the primary language of the country in question. This poses two problems: - Data integrity from Salesforce (address is not always accurate) - Huge power list filter (for example I would essentially have to track every country we do business with that has Spanish as a primary language and make a rule that says "IF it's country A OR it's country B OR it's country C..." I could easily see it being 50 or more countries. I'm not even sure if the engine supports that many but even if it does it seems like a mess. Has anyone come up with a more elegant solution to a similar problem?
Our CCO, Ashvin Vaidyanathan, recently listened to a podcast with SaaStr founder Jason Lemkin about “16 Rookie Errors Founders Make Pitching to VCs”. Ashvin distilled his learnings from the session and applied them to CS professionals. Here are a few highlights: Make that email to a customer count. Give props to their teammates whom you work with regularly. Share some value metrics (“YTD we’ve saved you $X in costs”). If you don’t have value metrics, share some adoption metrics (“your company is among the top 20 percentile of users among all our customers”). Ask for a minimal amount of time (“15-20 mins works best”) and offer something back to them for their time. Send your deck as a PDF and not a link. This also means your deck should present itself if you’re not there to present it. For example, each slide’s title should summarize the takeaways from the slide, and the story should flow smoothly to the reader. For an EBR, knowing you may lose an exec’s attention after the first 1
Have you created processes around auto-renewal with multiple SKUs that may have different renewal ra
Would love to know what people are thinking in terms of processes and Gainsight configuration associated with them. A customer of mine has multiple SKUs and a subset of these get sunsetted every year. If they use automation, it is hard to define a programatic approach towards it because a CSM has to get on a phone and let the customer know that this option is being sunsetted.
Is there a way to set up a quick search for Gainsight in the Chrome bar? For example, our users have this set up where “SFDC” and [customer name] will automatically search SFDC for that customer's name. It saves time & we've gotten feedback from CSMs that something like that for Gainsight will make it faster to use.
I'm interesting in understanding best practices of Customer Success organizations that manage 1,000+ customers. Can anyone from this vibrant community share best practices, blog posts or thoughts on how they manage 1000+ customers? I'm also interested in hearing what features of Gainsight assist in managing that many accounts. Thanks!
Does the Training group have a filter cheat sheet for rules? As I'm creating more rules, I find that I'm not always totally sure what filters to use and what values to choose. I met with Scott on Monday and he thought this would be a good idea and encouraged me to post.
[i]Geologists from Stanford University recently made an astounding discovery. Drilling core samples in Palo Alto, a thousand feet below Sand Hill Road, they discovered the fossils of an ancient civilization. They're excitement grew as excavation revealed a Neanderthal community with complex tools, written language, and a primitive subscription economy. [i]A paleo-forensic team pieced together the daily life of one adult Neanderthal that lived there 40,000 years ago. They've published his narrative below, and titled their work the Tales of Groc, the Customer Success Caveman. [b]Previous chapters:[/b] Chapter 1: [url=https://community.gainsight.com/gainsight/topics/tales-of-groc-the-customer-success-caveman][url=https://community.gainsight.com/gainsight/topics/tales-of-groc-the-customer-success-caveman]https://community.gainsight.com/gainsight/topics/tales-of-groc-the-customer-success-caveman[/url] Chapter 2: [url=https://community.gainsight.com/gainsight/topics/tales-of
I love using Gainsight on Chrome. It’s been said many times before that Chrome is the best browser to use now days for its security, ease of use, and speed. But the real reason I love Gainsight on Chrome is because of the extensions!Chrome extensions are small apps that are built to sit on top of Chrome and extend its functionality. They typically serve a small single purpose like ad blocking, password protection, or to easily schedule a Zoom meeting within Google Calendar. They are distributed through the Chrome Web Store and are all fully reviewed by Google.Why I love extensions is because you can customize Chrome to better suit your needs. And best of all, you never have to leave Chrome and open another app. Here’s my favourite Chrome extensions that I hope will make your life easier as well. My S3 BrowserIf you use an S3 bucket to load data to Gainsight, this is the easiest file manager to use. There are other apps that can be used like Cyberduck but I don’t find it as easy to use
When we worked with Gainsight to set our Org up they set us up with 15 minute increments between each rule since we have about 60k accounts to query. We are now running out of 15 minute increments in the day. Does anyone use less than 15 minute increments?
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