Share Industry Knowledge
Share and learn industry best practices based on specific job functions
We're looking to do some churn analysis, and want to get our hands on some qualitative data. Unfortunately, when customers have churned we haven't had a formal exit interview process in place. Does anyone have any ideas/suggestions for what could work here - if fair to reach out to churned customer after they've left a year or so ago, etc.
What I love about Gainsight support is not only the technical prowess, but the customer service skills. Impeccable. (Cameron Wright in particular is stellar.) It's as if they have all been through the Disney customer service training program (which, for those of you not familiar is pretty rigorous - no one handles or cares about the customer experience like Disney!) Most of my experiences working with (and for) support teams with various software vendors has been bland, less than courteous and I was left feeling (or I heard of customers feeling) like I was just another case in the queue. Gainsight really is a [u]high[/u] step above that. I am made to feel like my issue is the only issue they are concerned with (even though I know they're juggling dozens more) and they are on it. That feeling goes a long way, especially with particularly dicey issues - or when the issue turns out to be self-inflicted or due to an oversight on the part of the admin.
Polling for your experience with CSMs using chats to communicate with their customers. Is this being done with a specific group of clients - high touch, low touch, tech touch? Do you find that making the CSMs reachable through this means works well with scaling? What advantages and challenges did you come across for the Customer Success world?
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? :-)
We have recently started to offer auto renewals to our new customers. Many of them are in a segment that has no CSM, but does have the Renewals Team handle renewals. We're about to have some of our first automatic renewals come up and we're wondering what type of outreach other companies are doing leading up to this renewal/anniversary date. Is there a health check X days before the anniversary? Are you reminding the invoice is coming? Does anyone have a best practice to share?
Is it possible to have Contact records displayed under the C360, so that our CS managers can log tasks under these contact records from Gainsight? We want our CS managers to use Gainsight only for this kind of work, but unsure if this is possible or not. Many thanks, Ana Costa
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It would be nice to have an Executive license that is read only so they can see Timeline, Success Plans, Health Score for each customer. I know we have the option to share Success Plans via a link but this is not sustainable when I need an executive to see every customer's Success Plan as I would have to go to EVERY customer and physically click share and do that for each Executive as well. In the same fashion it would be nice to expose Timeline too.
We utilize the relationships feature to keep track of many programs that customers are running with us. Every program is important but if one program is red we would rather know the account is red - showing the account has important action items and may be at risk. Is there a way I can roll up the lowest relationship score as the account overall score? What does that configuration look like?
Hi Community!Myself and a number of members of Gainsight's Product Management team will be attending Pulse in just a few short weeks (April 10-11, 2018). We'd love to meet you and discuss your product related feedback, praise, challenges and ideas! If you'd like to schedule some time specifically, please feel free to reach out to me at firstname.lastname@example.org.Click the banner below for more details and it's not too late to register!Looking forward to seeing you there!
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!
Hi all, For those of you who don't know me, I lead the Customer Advocacy team at Gainsight. We're doing research on how Gainsight can better help drive advocacy and would love your input on the below questions: -- What advocacy tools do you use today? -- How, if at all, do you integrate these tools with Gainsight today? -- How would you like to see Gainsight better integrate with the advocacy world over time? Thanks for your input!
Hey Gainster community! I am very excited to announce Gainsight User Groups are coming to a city near you! Our first round of User Groups will be held on March 27, 2018 at WeWorks in NYC, Austin, and SF. The purpose of the evening will be to learn each other's tricks & techniques that drive Gainsight adoption, and not hold back from diving right into exactly how features should be configured and used to maximize the value that Gainsight adds to your business. As adopters and champions of Gainsight within your organization, we would be honored if you could join. Registration is limited to the first 30 RSVPs. To register in one of the inaugural cities, please go to: [list] [*][url=https://access.gainsight.com/20180327-nycgug/]NYC[/url] [*][url=https://access.gainsight.com/20180327-austingug/]Austin[/url] [*][url=https://access.gainsight.com/20180327-bayareagug/]SF[/url][/list]If you don't live in one of these metro areas, [i]no problem! We will be expandi
We are currently using Wufoo surveys and placing it on a tab in our company's software. Our clients log into their accounts for the first time and fill out those surveys. It's convenient and we get a higher response rate because those particular surveys are in their instance of our software. Once they fill out the survey, the information is stored in Wufoo and a team member exports it and emails it to the proper CSM. We'd like to revamp this process by utilizing Gainsight surveys. This ensures that the survey data is stored in the survey object, which we can then use to populate survey information on the C360. It's a smoother process and allows are CSM's immediate access to the results. To be able to do this, we would need to embed the Gainsight survey onto a tab in our software. I know Gansight surveys are supposed to be used and sent via CoPilot.. but we'd really love it if we could embed it in our software so it's easier for our client's to fill out. Has anyone ran in
I'm running into issues where I cannot assign the CTA owner to the SFDC user contact from our Salesforce Account Object. We currently have these field below as look up contact fields in SFDC Account. 1. Account Manager 2. Customer Success Program Manager 3. On-Boarding Manager The CTA's I'm creating need to be assigned to one of the three above. By default, these fields are not available for me to use as an "owner field" I'm creating these rules from GS Relationship, Matrix Data, Activity Timeline, etc. for reference. How can I get the look up contact fields from the SFDC account as the "owner field?"
A very common question I get from customers is how to add fields to the MDA Company standard object. I'm hoping this video will help clarify the steps involved. Please feel free to add any questions/comments below! [video]https://player.vimeo.com/video/258339549[/video]
All, Our CSMs are using Gainsight primarily as a place to log activities. They're not living in it and we can't figure out why. They still seem to be keeping spreadsheets, post-its etc. So, I'd like to understand what the ideal CSM workflow looks like in Gainsight - that way, I can try to retrain and/or get a better sense of why they're not using it in that ideal way. Help?
I have milestones that are automatically created once a CTA closes. How can I track the difference in number of days between two milestone date? Example Milestone 1: Onboarding, created date = 12/13/2018 Milestone 2: Launch, created date 12/16/2018 I'm looking to get difference in between the two dates and get the average to get a good estimate of average onboarding time. Or is there another way to better track this you can recommend?
Hello, Looking to see how other admin's have solved currency conversion to USD within gainsight, or a load from SFDC. Today: ARR is shown in it's native currency in SFDC & then has a converted USD option for visibility & reporting, however that is not an option to load to the company object in Gainsight. I can work on a solution with our SFDC admin team however I'd like to see if there's an in-house solution first. How are other groups building their Gainsight operations to be able to show only USD? I cannot find any support articles so any help is appreciated!
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