Share Industry Knowledge
Share and learn industry best practices based on specific job functions
Freezing Health Score Color for Will Churn/Churned Customers
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
Tales of Groc: the Customer Success Caveman
[b][i]Tales of Groc: the Customer Success Caveman[/i][/b] [b][i][/i][/b]Installations of [i][b]Tales of Groc[/b][/i] will be released bi-weekly[b][i] [/i][/b] [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 [b]Tales of Groc, the Customer Success Caveman.[/b] [b][u]Chapter 1: Blindside Churns[/u][/b] Groc arrived at the office bleary-eyed. His 6-month old cavebaby had been crying all night. He’d had a thin breakfast of squirrel and pine nuts and he had a mountain of EBR prep to get done. As he
Ability to share scorecard via Outreach
Would like to be able to share the scorecard via a scheduled outreach for weekly reporting (via email) of customer health to internal stakeholders. Today, when creating a report for scorecard data - the values returned for scorecard are either 0-100 or hex color code.
Sponsor Tracking - Set CTA when # of Contacts Tracked is 0
Has anyone successfully written a report or built a CTA to fire when the Number of Contacts tracked in Sponsor Tracking is 0? We haven't solved for this one yet, mainly because Gainsight (and a lot of force.com, for that matter) cannot detect the absence of something. My leadership team wants to see how many customers have 0 tracked contacts, and then to fire a CTA when this occurs so it can be remediated.
Rules Engine Help - Prevent a CTA from firing if one was recently closed
We have a field that we're using to fire a CTA when the client doesn't hit a usage benchmark. That field is only populated for accounts where the benchmark isn't reached. I'm trying to write the CTA so that the CSM only gets the alert one time in a 30 day period. So, how do I prevent the CTA from firing again for an account where the CTA has been closed in the 30 day period?
NPS Best Practices: Questions, Processes, Feedback
We are going through the process of re-evaluating our NPS Program. I would love to hear how others here do NPS. Some of the areas I'm specifically looking for input on are: [list] [*]How do you create buy-in across your company to empower others to followup and create change for responses? [*]How many questions are on your NPS survey? [*]What processes do you have in place to ensure timely followup and follow-through on responses? [*]How do you increase your response rate?[/list]
Scorecard: set score where no data exists
We want to have as many scores set as possible on all our accounts. There are some instances where a field is blank or is not eligible yet, but we want a score. For example: Customer has never submitted an NPS or is too new to have cases. I tried setting the NPS score based on null value....no luck [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160229-101893-1kb75bm-Screen_Shot_2016-02-29_at_5-14-49_PM_inline.png[/img] Is there a way to do this? Otherwise, my backup is to add it to my rule that essentially defaults all the scores
General Performance of the Gainsight Solution/Instance
From time to time, the response time of our Gainsight instance/solution is slow to respond. I dont have anything specific. But I was wondering if there are any best practices or guidance around the configuration of the Gainsight features and functions so that the general performance is at its best. For instance, we know not to search with more than 2 filters.
How marketing can leverage the GS tool to make the most out of it?
Hi, I am new to Gainsight and looking to get some information on how Customer Marketing teams can leverage the tool to keep the customers engaged and enhance the customer experience. We are using Marketo to run our Marketing initiatives and have it integrated with Gainsight. It would be helpful for us to know the best practices of using the integration and the value it provides. Any inputs on how you're using these tools together would be very helpful. We thought of running some campaigns like Client Onboarding, Cross-sell, Up-sell, product usage related, etc. from Marketo. Thanks, Shashank Sharma
Gainsight--What's in it for CSMs?
We are a new GS customer and I need to introduce Gainsight to our internal CSMs next week. In order to gain buy-in and enthusiasm, I want to get at the "WIIFM." Does anyone have any ideas/thoughts about what's in it for a CSM who hasn't previously used a tool like Gainsight? A couple of benefits come to mind right off the top--automated messaging and playbooks, and at-a-glance customer health scores. What others can anyone add? I might be able to somehow leverage the idea of the 5 Pillars of Customer Success, but if I do I'll need to put them into simple terms to make the CSMs understand that Gainsight will make their jobs easier. Help, anyone?
Copilot In multi-lingual regions
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?
Show Dollars in the correct format in Reports 2.0
It is great to show the dollars in graphs but there are some graphs that just show the number and I am unable to format the number. For instance when I do a pie chart and say show values it will show me the percentages on the right in the legend and then the number values on the pie charts but it is hard to read "4355695483.98" compared to "$4,355,695,483.98". and it would be nice to be able to round to the closest dollar.
Internal Change Request Document?
I am wondering if any CS Ops teams have implemented a change request document for changes to be made in Gainsight...as an example, removing fields from the attribute section of the C360. My thought is that this will be helpful in getting approval from the CS Ops team to make the change, providing the reason behind the change, and then most importantly, having a 'paper trail' of what has been done and why. I would prefer not to recreate the wheel if someone has already done this. And, I'm interested in hearing how other teams handle changes in Gainsight. Thank you! ~Anne
Elevator Pitch for Customer Success To Interal Team?
Checking to see if any of our Customer Success professionals here have an elevator speech about Customer Success that you deliver to your internal IT team? We have developed one, but our internal team - still seem a bit confused and reluctant about what we do. Churn hasn't been an issue, but they wonder if we are stepping on their territory. Has anyone experienced this and do you have a winning elevator speech that we can explain to IT - so they can explain to the people they face on our Customers team?
Configure Scorecard N/A options to not effect the overall score
A couple of our scorecard measure have an N/A (not applicable) option I've found that when people select this it skews the score down which makes sense since the grading scheme is set at the bottom with 0-1. How do I allow for there to be an option for does not apply that will not effect the overall score? Even if I make it 50/right in the middle that will also be an inaccurate representation of the overall score. Thank you, Lauren
Sponsor Tracking - Details of changed included in CTA
We have a rule that creates a CTA when there is a change to a sponsor (Title, Location or Company). The details of the change, ChangedAttribute NewValue and OldValue are captured in the tracking history. However, I need to include this information on the CTA so the rep know what changed. How can this be done?
Customer Advocacy solution
Does Gainsight have any solutions or functionality for tracking Customer Advocacy, e.g. tracking referenceable contacts, participation by customers in ref calls, speaking engagements, webinars, other advocacy opportunities? I know we can create "tags" on the C360, but the reporting functionality is not optimal for what we need.
How to un-do a manual health score override by a CSM?
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?
7 Tips to Run an Effective Customer Advisory Board
Hi Community! Check out this new blog post by our Senior Director of Product Marketing, Puja Ramani, that shares her 7 tips to Run an Effective Customer Advisory Board. [url=http://www.gainsight.com/2016/01/05/7-tips-to-run-an-effective-customer-advisory-board/]http://www.gainsight.com/2016/01/05/7-tips-to-run-an-effective-customer-advisory-board/[/url]
Scorecard component Best Practices for non-license based SaaS / PaaS
Hey CS ops peeps, We run a series of networks which clients use to build their system on (we're DNS geeks... ::pushes up glasses::). Usage is almost always pretty flat, so people set it and forget it. Subsequently, virtually nobody logs in on a daily basis, a major break from a lot of companies I see on here (Gainsight included) and I don't see a lot of examples of non-license based setups. What I was wondering, was if any of you are in the same boat from a business standpoint and how you architected your health scores and CTAs. Would love to have a conversation here/offline to swap ideas.
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