Share Industry Knowledge
Share and learn industry best practices based on specific job functions
As 2022 is coming to an end, our team has high ambitions for 2023! We’re looking into documenting, tracking, and verifying customer outcomes at scale….we’re doing this for a number of our enterprise customers with assigned CSMs but want to extend this to all customers in a scalable manner…We’re planning to align with our product and CS leadership to create 3-5 “standard” outcomes that our software helps teams achieve and then comes the tricky part….how to we confirm our customers have indeed achieved this outcome using our tool?? We are considering a survey to users asking them straight up “Have you realized value with our tool?” and then subsequent questions related to the outcomes… Would love to hear from others if you have any experience in scaling Verified Outcomes? 🙏
In our monthly meetup group about the CS Ops of Digital Customer Success, we spoke in February 2023 about measuring digital CS. 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.
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.
Hello Gainsight Community!In our recent Digital CS webinars, we’ve seen questions over and over again around how digital onboarding can help improve existing onboarding programs, and I wanted to start a conversation on a few ways that digital tactics can be leveraged if you are getting started setting up your own digital-led onboarding program! Usually, ‘digital’ onboarding comes up when customer-facing teams realize they are facing delays in product activation and adoption (usually tied to a slow TTV). And often the delays here are associated with slow responses - customers who don’t schedule an onboarding call, or where it takes days (or weeks!) to even get in touch post-purchase. Where digital can help here is streamlining onboarding communications - and making it easier for customers to take needed actions quickly when they are in-product.So, if you are considering ways to fast-track onboarding, here’s two tactics/capabilities you can leverage to get started: ✅ In-app communication
You know this scene: You’re at Pulse (or any other networking event, really), you’ve met someone new, and you’re going to connect on LinkedIn. Except it’s hard to spell the name, or there are 17 people with that name on LinkedIn or your thumbs get all nervous when typing “publicly”. So do this:LinkedIn has a QR code within that’s specific to you. You can show your code and they can take a picture with their camera. Or reverse the process: Show them how to display their code and you scan it with your camera.To find your code:Open the mobile LinkedIn app. At the top, tap in the search bar. Inside the right end of the search bar, a QR code icon will appear. Tap that QR icon. You can display your code, or switch to scan mode to gather someone else’s code.Happy networking, friends!
In our monthly meetup group about the CS Ops of Digital Customer Success, we spoke in March 2023 about digital resources that make CSMs more efficient. Here’s what we learned! 📝 Note-taking slides from the breakout rooms Learn about these meetups in the future by signing up for the monthly CS Ops Newsletter.
Like most best practices, it depends. You need to figure out which NPS scores matter most and why. Thrilled to say that Admin NPS *is* correlated with GRR. It’s narrowed over time, but still quite meaningful. This is the reason and the evidence for the Admin/CS Ops Community Programs. We saw the gap in NPS scores, identified root causes and work every quarter to reduce/remove.
I was looking for some feedback from this community on how you train your CSMs.Many B2B SaaS companies train their CSMs to be the ‘single point of contact’ for customers, where the CSM is knowledgeable about the product(s) but really they coordinate with SMEs in other departments (trainers, product coaches, technical account managers, product managers, etc.) to share expertise and best practices with customers. This increases the CSMs’ potential book of products that they support, and enables each customer to have a single CSM even if they buy multiple, complex products, but limits how knowledgeable the CSM can be with regard to each individual product.Other B2B SaaS companies train their CSMs to become SMEs themselves, becoming the go-to expert for customers to leverage. This limits the number of products that the CSM can support, and when customers buy multiple products it means that multiple CSMs must support a single customer, but it makes the CSM an expert in the product that they
Last week I attended the Gainsight's webinar, “Digital Customer Success - The Secrets to Delivering a Human-First Experience” and could not have been more excited to see the emphasis on Community as one of the key aspects of digital success. Loved hearing Lane Holt, Tori Jeffcoat and Seth Wylie share their thoughts!Key takeaways as a Community pro -Community shouldn’t be treated as a silo - Instead assess where along the customer journey that Community is a natural touchpoint. Integrating Community into your product, your website and your content helps support the human connection.Relevancy is key to any digital success strategy - Saying you want to give customers what they want, where, when they want it is one thing, but thoughtful personalization requires understanding actual journeys, touchpoints and content that supports a human-first experience is the only way to be successful.And lastly, one that I love especially -Start small and experiment. There’s all kinds of ways to meet yo
Are you a mid-market CSM who is fatigued from juggling multiple customer accounts and struggling to keep everyone on the same page? Do you find it challenging to collaborate effectively with your technical counterparts, account managers, and your manager? You are not alone, and we are here to help! On Wednesday, August 2nd at 10:00am PT I will be hosting a webinar about how to unleash the power of Gainsight in a fast-paced landscape, where tech stacks are under scrutiny, breaking down communication barriers is more crucial than ever while driving efficiencies to deliver ROI. To kick-start the conversation and get you engaged, we'd love to hear your thoughts on how you break down communication barriers within your team to provide an exceptional customer experience. What strategies and tools have you found most helpful in fostering cross-collaboration and achieving success? Share your insights and join the conversation with like-minded professionals who are passionate about revolutioniz
Hey Team, there is a report in salesforce (Data Export) , you can generate, download and see what change made by who in case of more than one admin in the instance. I think this feature also needed if it is available in GS data instance. There may be companies who have more than one Gainsight admins and who worked collaboratively on same data infrastructure. So far what we can see only Modified date and Modified by, but i think that is not enough unless there is a way to see exact change made . This will keep the GS Admin Team Synced on the instance. Thank you!
Hi CS Leaders, Customer Success Qualified Leads (CSQL) is a sophisticated feature available in your instance of Gainsight.Here are the best internal practices (rather much needed prerequisites) for engaging CSQLs efficiently. Define CSQLs for your business & Internal AlignmentConversation across the board with all teams like sales, marketing, operations & having them in agreement with this efficient source of pipeline generation. Incentivise & RecogniseBuild excitement and show off your team’s contributions to the pipeline.Validation and sense of impact goes a long way. Empower your teamsHave detailed and well defined processes in play, data points to capture, metrics to be shared. CSMs should be well informed on the benefits of capturing and transposing CSQLs correctly.The above details in place set up your strategy for the big wins in CS.Here is a quick demo on the CSQL flow, reports, results inside Gainsight. Why CS Leaders Should Care About CSQLs in Gainsight: (The
During The Power of Working Better Together with Gainsight PX+CS webinar, we discussed PX+CS use case maturity, reviewed tangible exercises to help Product and Customer Success teams develop strategic PX+CS use cases, and highlighted the amazing things that can be done with PX+CS integration for various types of pricing models. Missed our webinar? You’re in luck! You can find the recording below. And check out this Gainsight University course to learn more about building your PX+CS strategy (team exercises included).
The Gainsight Community never fails to inspire and motivate me. After the ChatGPT fest at Pulse, and seeing Seth’s amazing “Hot Takes” I realized, I need to do some dang marketing with my CSMs. So I asked ChatGPT for a slack message about different functionality in a hot ones theme. Then I thought, well, I’m in Austin and it’s going to be Tuesday so.. Taco themed. It ended up being an email and I MAY have said “I need this a little shorter with more Taco Puns.” And this amazing email came to be! My CSMs LOVED it. And I’m seeing traffic from it! I decided on focusing on Cockpit so that I can reinforce “this is your home base”. What’s an easy thing to get them to buy into? If they adopt Cockpit, the other good stuff comes almost naturally.
The GameChanger Awards are designed to celebrate the Gainsight customers that never stop challenging the status quo when it comes to customer success and experience. All Gainsight customers were eligible to apply for the 2023 awards. The winners were decided by a panel of judges based on their quantitative and qualitative results/stories. The winners Digital Customer Success Disrupter Award: @Jbarker from Alteryx, Samsara, and SAP Concur won the Digital Customer Success Disrupter award. These champions of efficiency combine the strengths of digital experiences and human expertise to power healthy customer life cycles at scale. They don’t just think about success for a few customers, they set out to accomplish success for all customers. As a result, their companies reap the rewards of stronger adoption and customer retention. Transformation Leader Award: Mike Dover, VP of Customer Success at Certinia (formerly FinancialForce), is the winner of the Transformational Leader award which
Just wrapped up a webinar discussion on CS Compensation trends with Ray Rike from RevOps Squared.Summarized the trends from our 2023 CS Comp Survey Discussed how we’ve seen CS comp plans evolve over the last several years Compared the two ends of the spectrum for comp Variable based on Renewal/expansion performance Variable based on Outcome (typically an Activity, Indicator, or Result) We had a ton of questions during the session that I wanted to bring to the community. Dont see you question here? or don’t see an answer? Create a community post and tag with #compensation! First, a set of questions that are answered in the report - so head here to get it! (https://info.gainsight.com/the-evolution-of-customer-success-report-ebook.html)What is the compensation breakdown for a Director of Customer Success? Are you seeing a trend of variable pay focused on Net Dollar Retention, rather than something like quota commission + churn target MBO? Where do Directors and Sr Directors fall in
We just released our CS Compensation report and are showcasing the results for North America and EMEA in webinars earlier this morning and next week for EMEA. A few common questions emerged - how are you solving this today? What other CSM comp questions do YOU have? Answer/ Add as responses to this post!I’ve added a few of my answers in bold Regarding bonus compensation, do you have any insights on the prevelence of quarterly vs annual calculations/targets and payouts? Seeing more shifting to Quarterly (including Gainsight!) or semi-annually - more flexibility/cash flow for CSM, more flexibility to adjust the plans as year evolves I’d like recommendations or resources for identifying a comp structure for a CSM who’s sole role is upselling to existing customer base please How do you adjust comp model based on size of BoB per CSM. I’d say we tend to land at a much higher customer count per CSM than what’s the industry average. For smaller organizations, where CSMs are taking on churn r
We are staring to implement the use of Success Plans in Gainsight and I was hoping to find out how others have been using them. What types of things are you creating them for? Are you keeping them simple and clear? Just looking for some guidance and tips on what others have learned and how you have implemented them. Thank you in advance!
Building a seamless digital onboarding experience for your customers is a complex undertaking, often presenting challenges and requiring careful planning. At Pulse US 2023, Gainsight’s own, Tyler McNally and Harshita Banka shared invaluable insights on establishing the foundations of digital customer success. Their talk emphasized the iterative nature of creating an exceptional onboarding experience, reminding us that even Rome wasn't built in a day.At Gainsight, we are actively developing a Digital Onboarding experience for our latest product line, Digital Hub. Before diving into the building process, we find it crucial to complete a thorough discovery phase. Engaging with relevant stakeholders and fostering collaboration enables us to deploy digital touchpoints more effectively.For this project, in particular, we asked our stakeholders, three vital questions: What features of the product provide the most value?Understanding which features of our product provide the most value is esse
Implementing a trial experience for your product? Here are a few best practices to optimize the process:Gather Relevant User Information: When users sign up or even after, ensure you ask the right questions such as their user role and desired outcomes from your product. This data can be used for effective user segmentation in PX to tailor their trial experience. Create a Structured Onboarding Journey: Develop a content calendar or onboarding journey that aligns with the user's usage and journey during the trial phase. Provide guides, tutorials, and well-crafted email content to educate and engage users, helping them navigate your product effectively. Utilize Product Mapper in PX: Map out your product features and identify the key "aha" moments using the product mapper in PX. This will give you valuable insights into user usage patterns and behaviors, enabling you to optimize the trial experience. Showcase Value and Personalize Onboarding: Throughout the user journey, highlight t
Hello - We’re moving our data portal to a new platform that no longer has a means to load usage data into GS. From a health score perspective, we’ll get very limited data - # report executions and # logins (without identifying the user). Brainstorming ideas on how to get a usage score for customer health with limited data and without having a data feed into GS?? The only way to get it in would be manual and that’s not an option. How are you measuring usage of your tools/platforms from a customer health perspective?
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