Share Industry Knowledge
Share and learn industry best practices based on specific job functions
Congrats to the 2023 Gainsight GameChanger Award Winners!
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
We're looking for ideas on how to pass product suggestions (or red flag issues) to appropriate parties via GS. Currently, most of this is done via email as all our teams aren't in GS or SF for that matter. I was thinking of creating a task in GS, and then, have a rule that runs when it sees that task, and either automatically sends an email to the correct group. Anyone done anything similar or taken another approach?
Best Documentation for 'Elements'
On just my first day back at work after Pulse, I've shared Elements with two members of our exec team, a CSM, and two networking contacts. So far, I've just pointed them at [url=http://www.gainsight.com/elements]www.gainsight.com/elements[/url], which does have a beautiful interface and a good degree of detail. It's a bit high-level, though. So, it doesn't include some great content like change management best practices. (Not that someone wants to start at a detailed level, but it would be great to be able to drill into it.) Meanwhile, the presentations from Pulse's "Science of Customer Success" track are available online, but are [i]very detailed, and don't cover every Element. Is there a 'Goldilocks' resource available yet, or am I doing a good job at making the most of what's available so far? :-)
Why your team members are your clients, too
At Gainsight, we’ve built processes that have helped us meet our Customer Success goals. Later on, we realized that the same fundamental processes would allow us to achieve our Teammate Success goals. The analogy between Customer Success and Teammate Success best practices is wonderfully perfect. Each of our 5 areas of best practices for Customer Success has a parallel in Teammate Success: [img]https://lh5.googleusercontent.com/-vO0cAxOizl1TlPLJQ6GVKbmAtZbX9T7Y7t1lT0KjgncGNhzEd_umQdjvngo4l7jv9Rck8J6NChDq-RR-zppmEuodw5vpyjMHQG6qyYN0WbLPG2pZN2mkD0ZhGUtDQQbjCHZ4ISw[/img]To learn more about how we leverage this framework, check out my new blog post on [url=http://www.gainsight.com/2017/02/21/why-team-members-are-clients-too/]Why your team members are your clients, too[/url]. [b]Do you apply the same principles of Customer Success to Teammate Success? I’d love to hear from you![/b]
Loss of Sponsor 'Listening Posts'
We of course use Sponsor Tracking in Gainsight, but it doesn't cover all our bases. Not everyone has public profiles on LinkedIn, etc., and the data can never be perfect anyways. It just occurred to me that we could use CoPilot hard bounces (or, for that matter, unsubscribes and marked-as-spam), on emails that are sent to customer admins, as an additional 'listening post' for potential situations where a CSM may need to make sure we still have solid relationships, and thus create a CTA based on it. Similarly, we could look at product usage for admins, and look out for usage that tanks to zero. So I'm super-curious: [list] [*]Has anyone used hard bounces or product usage in that way? Has it proven useful, or does it just end up being white noise that the CSM already knows about? [*]Are there other ways that you watch out for your sponsors leaving your customers?[/list]thx, folks!
How do you export all hard bounced contacts from CoPilot across multiple outreaches?
I am looking to have some of my team update our contact lists in SF using the bounced reply info from CoPilot outreaches. I am hoping to export a spreadsheet of all hard bounces across all outreaches. Currently, I can only see how to export on a per-outreach basis and the does not always include the contact name and account. Thanks! -Ben
Circles of Success – Pulse Europe 2018 – Topic: Compensation and Incentives
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
Best Practice Customer Info Maintenance
Looking for some best practice insights. So we are still ramping up with Gainsight and we've come across a few self inflicted data integrity issues with respects to our Customer Info object data. The issue stems from changes in processes upstream in the way we were managing opportunities in SFDC. We've sorted out the process now so going forward things are good. Here's my question. I want to clean up the few data integrity issues we have by updating the opportunity records with active subscriptions associated with them. I'm looking for a rule that would enable me to make updates to the opportunity record and then subsequently update the customer info object using a daily rule. Essentially this is a rule that enable me to maintain the opportunity record and then maintain the data in the Customer Info Object. Thoughts? [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20170117-87482-m6t2dq-2017-01-16_21-01-17_inline.jpg[/img]
Gathering feedback to a meeting question in a structured way
We were just discussing that we would like our CSM's to ask one specific question in all their upcoming customer meetings (to gather broad feedback about a topic, so it's an open question) and would like to file the responses in Gainsight, so we can access them in a structured way. (Over time, we might add additional questions)What would you consider to be the best way to do that, both from a CSM point of view (it needs to be easy to file the answer) and from a data access point of view (it needs to be easy to get all the answers in one place for further processing)?Some options I could come up with:Create a custom Timeline Activity Type Create some rich text fields on the Relationship to gather the response, and add a page to the R360 with these (editable) attributes [but then they would only be able to enter 1 response per customer, and they might speak to multiple people] Create a low volume object and add a related list to the R360 where CSM's can add the responses
How do you add CTAs to an Objective in a Success Plan?
We are exploring the use of Success Plans for onboarding new customers. I have begun to build the plan templates and the objectives inside those templates. I thought I could add/tie a CTA to an objective in a Success Plan, but cannot figure out how to do it. The objective just shows "Tasks (0)". Any guidance on this? I will admit we are not currently using CTAs or Tasks anywhere else (yet) so this may be a simple question.
ANNOUNCEMENT: Join us for weekly webinars with our Customer Success team
Happy Friday everyone! Our Customer Success team is excited to announce new weekly ‘Gainsight on Gainsight’ webinars starting July 29th. These webinars will be hosted by members of our Customer Success team and will showcase how we use our own product, and other topics currently being addressed by our customers and our own team. [b]Where:[/b] [url=https://support.gainsight.com/hc/en-us/articles/206305208--Gainsight-on-Gainsight-weekly-webinars-hosted-by-our-Customer-Success-Team]Please read through the descriptions[/url] and register for the sessions that interest you! [b]Why:[/b] The purpose of these sessions is to share best practices on Customer Success and Gainsight [b]When:[/b] Every Wednesday between 9-9.45am PDT [b]What:[/b] Upcoming topics include operations, risk management and scorecards and we’ll leave some time to answer any questions If you can’t attend, but are interested in the topic, register anyway, and we’ll email you the recording afterwards.
How do the different elements of your CS department affect your income statement?
How do the different elements of your CS department affect your income statement? A quote from Andy, VP of Customer Experience, at Version One: [quote]Outcomes management seems like it would fall into COGS. With a 15% investment on recurring ARR that seems like your CSMs would put pressure on your Gross Product Margin %. The costs for your CS Sales Rep are clearly an Operating Expense. That should give you great margins on upsell, which feels right to me. I.e. we believe that investing in customer success provides a lower product margin, but that lower margin is offset by protection of the renewal rate and more predictable LTV. Additionally, it generates Upsell revenue very efficiently. Basically what I’m saying is companies that invest in Customer Success should have a lower Gross Product Margin % during the transition period, but if the investment pays off then CAC will be lowered by more efficient Upsell and [url=https://www.saastr.com/its-not-just-cltv-its-your-t
Customer Education is the Core of Customer Success
Hey Everyone!First, I’m super thrilled to be back in the Gainsight community - as an Alum, it’s an honor to be invited to give a talk at Pulse. In 2022, Nick Mehta joined me on the CELab (Customer Education Laboratory) podcast to talk about education and enablement (Episode 76). Our focus was to take a macro perspective on Customer Success today – where it’s at and where it’s headed – and question the role that Customer Education plays. In that discussion, Nick presented shared how he considers education as being at the core of what we do in Customer Success and shared four (4) key areas - in SaaS - where we need to focus. In this session we’re going to expand upon these topics and much more. Join me as we:Talk about how Customer Education is “the Core” of Customer Success Understand Program Maturity - where are you at? Growing your program - where are you headed? And finding the others - people who know and understand Customer Education and can help you.Customer Education is, as
Place to store recorded client meetings
Hello Gainsters! Has anyone had success in storing client recorded meetings, such as links from webex etc.? I could store the hyperlink in the activity part of Timeline however, that would be difficult to refer back to especially if there are a lot of activities to scroll through. Preferably, would like a quick reference option, either standalone specific to recordings or other. Would appreciate learning what others have done! Thank you and enjoy your day!
Selecting a filter to me means I want that metric to show. Not to eliminate that data!
Below in the chart when I select Green I expect to see accounts that are categorized as green. Instead the UI removes the option I select. Hmmm this seems a little (sorry oddly) off! [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20151027-24639-emse69-Screen_Shot_2015-10-27_at_10-39-21_AM_inline.png[/img] This would be a great and I assume easy enhancement where a user selects what they want to see not select what they dont want to see! Naquiyah
Circles of Success - Pulse 2017 - Paid Customer Success Offerings
During [url=http://www.gainsight.com/pulse/]Pulse 2017[/url] the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring [b]group discussions[/b] for [b]Gainsight customers[/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]Paid Customer Success Offerings[/b]. Here are a few of the questions that we discussed: [list=1] [*]Are there any examples of organizations who are successfully generating profit through Paid Customer Success Offerings? [*]Any advice from moving to a paid-for services model? [*]What offerings to you offer customers from an onboarding or support perspective? [*]How did you decided what to offer as a paid service? What is your discovery process for paid CS offerings? [*]Do you have a mix of offerings, or just one or the other? [*]How di
Filtering Subscriptions for Product and Charges Help
We currently have all subscriptions in the Product and Charges field. "All" is the issue as in it shows all products from all subscriptions whether active or inactive. Example below. subscriptions outside of the current active one confuse the data when trying to pull reports. Any help/ideas would be great![img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160805-58436-180p74c-Screen_Shot_2016-08-05_at_8-19-41_AM_inline.png[/img]
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