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729 Posts

allison_pickens
allison_pickensRegistered User
asked in Customer Success Inspiration

The CCO’s Guide to Managing through Hypergrowth

Hypergrowth is a mountain that only gets steeper as you climb. And we’re probably 5% of the way up. We’ve made it to this point because, above all, we love the climb so much that we keep putting one foot in front of the other. When I look at my broader philosophy for managing through hypergrowth in a CS organization, there are 7 principles that I try to follow: [list=1] [*]Conquer uncertainty. [*]Create a vision...and talk about it all the time. [*]Clarify what counts as success. [*]Execution matters. [*]Exhale positivity. [*]Learn constantly. [*]Express gratitude. [/list][b]What challenges are you encountering as your company grows and how are you addressing them?[/b] To hear more about my principles of hypergrowth, check out my blog post on [url=http://www.gainsight.com/2016/12/20/ccos-guide-managing-hypergrowth/]The CCO’s Guide to Managing through Hypergrowth[/url].

0
allison_pickens
6 years ago
elena_painter
elena_painterRegistered User
asked in Customer Success Inspiration

CSM Job Description

Does anyone have a CSM job description they regularly leverage? The desired skill set and job description will vary depending on touch model and org structure, but I'm interested in gathering a few samples! 

3
darkknight
Grand Slammer
6 years ago
ben
Shoshin
benShoshin
asked in Customer Success Inspiration

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.

1
dan_ahrens
ACE
6 years ago
ryan_flynn
ryan_flynnRegistered User
asked in Customer Success Inspiration

Yellow is the new Red (or is it?) How have you defined your grading scheme, measures, and weights for your Customer Success 360 Scorecard?

Yellow is the new Red (or is it?) -- How have you defined your grading scheme, measures, and weights for your Customer Success 360 Scorecard? I'm hoping to compare our setup with others. Our grading scheme: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161110-121510-25vdvp-GS_Scorecard_GradingSchemeKapost_inline.png[/img] Our measures and weights: [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20161110-97797-kdbhkx-GS_Scorecard_MeasuresAndWeightsKapost_inline.png[/img]

9
dan_ahrens
ACE
6 years ago
A
Anonymous
asked in Customer Success Inspiration

Creative CoPilot usage cases

What are the most creative CoPilot communications you have sent? What were the use cases? What was the response from these messages?  I've been thinking that there are many use cases for CoPilot especially in mid and high touch models that some great champions have dreamed up (whether or not you've implemented them) and I would love to hear your ideas. Thanks in advance!

4
easton_taylor
Gainsight Employee: Veteran Rookie
6 years ago
danella_stephany
danella_stephanyRegistered User
asked in Customer Success Inspiration

Best Practice: Managing all Rules in Gainsight

Hi! We are new to Gainsight and are busy creating rules, rules and more rules. We are using the recommending naming conventions of "Scorecard:" if the rule is related to the health score and "CTA:" if the rule is related to a CTA. Locating rules in Gainsight is going well. What we are struggling with is the perfect template to track rules, the triggers, the actions, etc from an Administrator perspective. Does anyone have a great excel template they are using to track rules outside of Gainsight? We want to track the steps that need to be taken to trigger the rule and then the actions that will occur once the rule runs (without going into Gainsight to review every rule individually). Thank you! 

8
lila_meyer
Gainsight Employee: Grand Slammer
6 years ago
tzundelgainsightcom
Gainsight Employee: Team Captain
tzundelgainsightcomGainsight Employee: Team Captain
asked in Customer Success Inspiration

Ideas for Content to send 1:Many via CoPilot Outreaches

Many customers are interested in hearing from others what types of messages they are sending to their customers via CoPilot, in an effort to proactively reach contacts with a tech touch approach. Information on upcoming events such as conferences, webinars or training sessions, educational content in the form of blogs or articles. What else? And how do you determine what recipients to target and how many outreaches are too many?  Please share your insight and experiences!

5
dan_ahrens
ACE
6 years ago
elena_painter
elena_painterRegistered User
published in Customer Success Inspiration

Announcing Habits 2.0!

Gainsight is rolling out a new "Habits" metric! Habits is our term for adoption, since our goal is to encourage our customers to adopt good habits in using our product.  Our previous Habits measuring used the following methodology: [b]Habits 1.0 Formula: DAUs / Full Licenses Sold[/b] Scoring: [list] [*]Green: At least 20% of Full Licenses Sold are daily active users of Cockpit[/list][list] [*]Lime: At least 60% of Full Licenses Sold are daily active users (of any part of the product)[/list][list] [*]Yellow: Some usage in past week, but not reaching Green or Lime level[/list][list] [*]Orange: Less than 10% of Full Licenses Sold are daily active users (of any part of the product)[/list][list] [*]Red: No usage of Gainsight in the last week[/list][list] [*]For more information on the previous Habits methodology, check out this [url=http://www.gainsight.com/customer-success-best-practices/how-to-recognize-reward-your-csms/]blog

120
elena_painter
6 years ago
ray_lau
ray_lauRegistered User
asked in Customer Success Inspiration

Can a Rule pull specific survey answers and put that in a field in Salesforce?

We need to write a rule that allows you to grab a NPS survey response to update a field in Salesforce. Can a Rule pull specific survey answers? How do you pull answers from a survey in the Rules Engine. Example - If they gave us a 9-10, we could have a “Became Advocate Date” on X date. We need the date to create a PowerList, but that is another question. 

3
sundar
Veteran Rookie
6 years ago
elena_painter
elena_painterRegistered User
asked in Customer Success Inspiration

CSM Role: What attributes do you look for?

When hiring a CSM, do you look for a hybrid set of attributes (sales, project management, implementations, technical, support, etc)?  If so, how should you focus your efforts in finding this talent?  Should new hires have a strong grasp of the industry domain?  There are a lot checkboxes to check when looking for a candidate, and not everyone will meet all the criteria.

1
allison_pickens
6 years ago
lisa.mirth
Gainsight Employee: Team Captain
lisa.mirthGainsight Employee: Team Captain
asked in Customer Success Inspiration

What is the best practice recommendation for sending follow up surveys?

When a survey participant does not respond to a survey, what is the best practice recommendation on sending follow up surveys?  What frequency and how many follow ups are advisable?

1
tzundelgainsightcom
Gainsight Employee: Team Captain
6 years ago
elena_painter
elena_painterRegistered User
asked in Customer Success Inspiration

Input Invited: Customer Success and Operations Org Structure

How have you structured your Customer Success and Operations teams? Does Ops report to the VP of Customer Success or COO? If you have two teams, how do you differentiate responsibilities?  [i]We've written about our org structure [url=http://www.gainsight.com/2016/06/14/define-organizational-charter/][i]here[/url][i] and [url=http://www.gainsight.com/2016/03/23/reorganized-entire-post-sales-organization-drive-customer-success/][i]here[/url][i], but we'd love to hear from you.

2
meredith_blanchar
6 years ago
elena_painter
elena_painterRegistered User
asked in Customer Success Inspiration

Alternate names for CSM team

What alternate names have you heard or considered for your Customer Success team? For example: [list] [*]Client Outcomes [*]Onboarding Services [*]Adoption Services[/list]

3
robert_mcneely
6 years ago
elena_painter
elena_painterRegistered User
published in Customer Success Inspiration

CSM Tip: How should I engage with Strategic, high-touch customers?

[list] [*]Leverage [url=http://www.gainsight.com/customer-success-best-practices/how-we-use-success-plans-to-achieve-predictable-value-delivery/]Success Plans[/url]. Success Plans help you create a roadmap (sometimes known as account plan) for achieving your customer’s objectives. [*]Demonstrate value to your customer with tailored content from [url=http://www.gainsight.com/customer-success-products/success-snapshot/]Success Snapshots[/url], which automate meeting presentation preparation. [*]Track your interaction using [url=https://support.gainsight.com/hc/en-us/articles/207174118-Milestone-Usage-Analytics]Milestones[/url]. Milestones represent major events in the customer journey. Examples of milestones include key onboarding stages, health check, training delivery, QBR/EBR, annual renewal, and marketing campaigns. You can view a customer’s Milestone history in the usage section of the C360. [*]Trigger data-driven Calls to Action to identify at-risk customers and potential expansion

380
elena_painter
6 years ago
elena_painter
elena_painterRegistered User
published in Customer Success Inspiration

CSM Tip: How should I engage with Strategic, high-touch customers?

[list] [*]Leverage [url=http://www.gainsight.com/customer-success-best-practices/how-we-use-success-plans-to-achieve-predictable-value-delivery/]Success Plans[/url]. Success Plans help you create a roadmap (sometimes known as account plan) for achieving your customer’s objectives. [*]Demonstrate value to your customer with tailored content from [url=http://www.gainsight.com/customer-success-products/success-snapshot/]Success Snapshots[/url], which automate meeting presentation preparation. [*]Track your interaction using [url=https://support.gainsight.com/hc/en-us/articles/207174118-Milestone-Usage-Analytics]Milestones[/url]. Milestones represent major events in the customer journey. Examples of milestones include key onboarding stages, health check, training delivery, QBR/EBR, annual renewal, and marketing campaigns. You can view a customer’s Milestone history in the usage section of the C360. [*]Trigger data-driven Calls to Action to identify at-risk customers and potential expansion

130
elena_painter
6 years ago
elena_painter
elena_painterRegistered User
asked in Customer Success Inspiration

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

2
kapow
6 years ago
niall_mcgrath
niall_mcgrathRegistered User
asked in Customer Success Inspiration

Relationship Scorecards- Setting the Relationship group scorecard by CTA Rule

Does anybody know how to set-up a rule in the rules engine that does the following: Run a rule nightly that searches for any open CTA's with a "type" of relationship scorecard and if one exists the scorecard will be updated to a certain score. We have a relationship group scorecard called "Content". We want the rule to search for any open CTA's for this scorecard nightly and update the score accordingly. If you look at the attached rule action,I want to copy step 2 & 3 for a relationship scorecard but there doesn't seem to be a way to do this... Any help would be greatly appreciated [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160923-58468-hvl41u-2016-09-23_13-47-51_inline.jpg[/img]

1
abhishek_sivaraman
Veteran Rookie
6 years ago
elena_painter
elena_painterRegistered User
asked in Customer Success Inspiration

CSM Tip: New UI Tips and Tricks

[b]1) Utilize the buttons on the top ribbon[/b] To visit the Gainsight Community, click the [img]https://lh6.googleusercontent.com/s3OB_i3uNK8jBphkilrvyXyZELTnGUPAkpGjHIFOmArlrRqRqh20nbibawc9h8mkD4R_g-qNpUxO6giU3Bk2ZObF2ZwqLH7wE-Muq6bTqkvOiOCWXjhhiCG5-rEuf7jGfuKuCCjS[/img] logo at the top right of the screen To visit Gainsight Support, click the Go [img]https://lh3.googleusercontent.com/3biO0bg5FqpgdivKJZjEQ4Gw55SxakpVoCmtTOsN99qRyfwB2LrZJQuY5K90fpHccvmJMeucR2R7XDgQHNU32otMO2wToM467Da7i_xnMiH7E9hL8CfY5EizFCnAKJQqvUTvKYVd[/img]logo at the top right of the screen To turn on or alter notifications (including emails), click the bell [img]https://lh6.googleusercontent.com/rs9LA1km4qhEbywNEWlK8j01FNpjf0Zoa67yDpr5A2HHNi3tY5eYnTQSv1eDyiFXhtepCyIhXXQN-iT5KPoCMknTiK7-p4n6Tkh2T-IMamkEQYp_Y09Uhx6pl3h3Hghcg8RBrU4E[/img]at the top right of the screen [img]https://lh5.googleusercontent.com/TvXoo6-j00mRxBepXt7qev7g2x1TL4dIZyG3AY1TeZmYbg8eS1eKJPwCld1KE5WxDv8Hk80qBdGB9SSStGVkVZrM_Y0eF2mrXvFXX6y1KjHj

0
elena_painter
6 years ago
elena_painter
elena_painterRegistered User
asked in Customer Success Inspiration

CSM Tip: What are the best practices for transitioning accounts to a new CSM in Gainsight?

[list=1] [*] Follow a CSM Transition Playbook. You can either create your own, or ask an admin to download a [url=https://jbcxm.na7.visual.force.com/apex/vault?id=bb9kmljiseczh27bw1eu58f2o]pre-built one[/url] from Vault. This ensures that CSMs with transferred accounts are all following the same steps. Here are some recommended tasks from the CSM Transition Playbook: [list=1] [*] Conduct internal transition meeting with new CSM; update CSM field in CRM [*] Introduce new CSM to customer [*] Create milestone for new CSM [*] Align with customer on objectives & outline next steps [/list] Ahead of any customer meeting, review all existing [url=http://www.gainsight.com/customer-success-best-practices/how-we-use-success-plans-to-achieve-predictable-value-delivery/]Success Plans[/url] for the account. Success Plans contain a roadmap (sometimes known as account plan) for achieving your new customer’s objectives. [*] Throughout the transition, keep a consistent log of meetings and

0
elena_painter
6 years ago
elena_painter
elena_painterRegistered User
asked in Customer Success Inspiration

CSM Tip: How is CoPilot different from other email marketing services like Marketo?

We recommend you use Gainsight CoPilot to send emails when it’s part of your broader Customer Success initiatives. Typically these emails are sent to existing customers to increase adoption or gauge success. CoPilot allows you to launch automated emails from within Gainsight based on customer attributes such as health score, product usage, survey results and lifecycle stage. For more information on how to use CoPilot, review this [url=https://support.gainsight.com/Business_Processes/Operationalize_Customer_Lifecycle/Challenge_A1_We_have_accounts_we_can't_touch_with_manual_outreach_but_need_proactive_attention]Support article[/url] on Gainsight Go. Email marketing tools facilitate multi-step marketing campaigns (drip campaigns) targeted to prospects. Typically these are for referral programs or marketing events. For more information, check out this [url=http://www.gainsight.com/2015/12/03/copilot-vs-marketing-automation/]blog post[/url].

0
elena_painter
6 years ago
elena_painter
elena_painterRegistered User
asked in Customer Success Inspiration

CSM Tip: How should CSMs use CoPilot?

Gainsight recommends that you select one person to coordinate the administration and use of CoPilot to ensure consistency in messaging to customers and to avoid over-communication.  Your Gainsight admin, CS Ops team member, or 1:many lead are all good candidates to manage the service.

0
elena_painter
6 years ago
elena_painter
elena_painterRegistered User
asked in Customer Success Inspiration

CSM Tip: I haven’t used CTAs before; how do I use them?

We recommend CSMs check CTAs in the Cockpit every morning. [list=1] [*] First, navigate to the “Cockpit” tab [/list] [img]https://lh5.googleusercontent.com/WK1xZr9JUJWb11jVAHBJEbEVTGS9dilOUu1rZp83BKiJGhXNI__vJIkRV55DOOaVCEUP6OCyvchjLJlAcfUKdObgFvHbXJoXL1PSMB8btFdD37WZUJowcOKLN5JEeg70H2O8nKJp[/img] [list=1] [*] Find a Call-to-Action, or CTA [/list] [img]https://lh3.googleusercontent.com/tLwp-HF4wdP88Oo26fQwq-yOvZzxoWSiWV-8Q8pSY6DWjpmIoJGSsR95mkqQ8kodi6ipp13eB_4OjXNNjcQo5mAvhZHj-v-mkeq_5bgV7nSB03Xrtn8R2gHHqF3pJeDYGY2TP4D_[/img] To change the priority, enter the CTA and select “Priority” [img]https://lh5.googleusercontent.com/Bw8s3BXcRcpZvCxxY4jYOje_sVvbTRfSK1vDdwKMH3ke8s8QadpqHmm4f7aguAnQdRjLdmOuefr0mKsQiPoLbIj_Kx_uNSGRpcPnd2Eh_U35EY6Y3dHDP7ycnaGd9Fsbi9LN-JfX[/img] To change the due date, enter the CTA and select (1) current due date and (2) revised due date [img]https://lh6.googleusercontent.com/lOm-rhkWduL79s6u_xDOgJnhnoHy7kUIy86KjfrS3q31xde8iC5Egk3OtCemtG-mlxkA3DhZlI_usN3uB2i

0
elena_painter
6 years ago
elena_painter
elena_painterRegistered User
asked in Customer Success Inspiration

CSM Tip: How to quickly find a customer in Gainsight

Use the search bar at the top of each page. See below screenshot:  [img]https://lh4.googleusercontent.com/HHJKKFfd2iutXqHTlYVX0bx5BpyEJAB1JkjbXKMWPAzYoeVTNvuyXiu3drnamKCpzVxSiwfz4uBNb7dDTX58ykGG4sLGoJWESC9cGewYIsI5YLw6JovkOsvnelBfRfCcPEl3u2VF[/img]

0
elena_painter
6 years ago
allison_pickens
allison_pickensRegistered User
published in Customer Success Inspiration

Misalignment between Customer Executives and CSMs

Do these scenarios sound familiar? [list=1] [*]The exec at a customer tells you s/he loves your product, but your CSM says that the junior day-to-day lead hasn’t made any progress with it. [*]Your CSM thinks the customer is making a ton of progress with your product, but the exec emails you and says they’re not getting value. [/list]Both of these scenarios are troubling. In the first one, it’s only a matter of time before the junior lead tells the exec that it’s not worth renewing your contract. In the second, it doesn’t matter whether the customer is making progress “in reality”, since what really matters is the exec’s view of reality. It’s critical to create alignment across the people at the customer. After all, “the customer” is really just a collection of people, all of whom have different personalities, opinions, and influences over whether “the customer” becomes successful, renews, and recommends your product. [b]We’d love to hear from you - what strategies have been succe

150
allison_pickens
6 years ago
allison_pickens
allison_pickensRegistered User
asked in Customer Success Inspiration

Working with Product - SME Program

We want to make sure that Gainsters with a variety of perspectives offer feedback on the product. For example, while a CSM might lend an interesting perspective on the usability of Gainsight for end users, a Solutions Architect might have a perspective specific to the configurability of Gainsight for an admin. Our Subject Matter Expert (SME) program connects our Product sub-teams, each of which focuses on a different part of the product, with people across different roles in our [url=http://www.gainsight.com/2016/06/14/define-organizational-charter/]Customer Success organization[/url]. Each SME team meets once every two months, with the following agenda: [list] [*]Product Feature Update (20 minutes): Overview of trending usage stats, recently released enhancements/functionality and bug fixes [*]SME Examples (20 minutes): Review of challenges faced by customers related to a feature, and proposed solutions [*]Feedback on Roadmap: Review the upcoming roadmap and reprioritize, add or

0
allison_pickens
6 years ago

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