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Share and learn industry best practices based on specific job functions

650 Posts

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Anonymous
posted in Product Experience Best Practices

Pragma Edge Jarvis Monitoring Tool - PJM

IBM Sterling B2B Integrator , IBM Sterling File Gateway, Connect Direct Monitoring Tool Pragma Edge Jarvis Monitoring tool (Jarvis) provides integrated monitoring and altering capabilities for IBM Sterling B2B Integrator/IBM Sterling File Gateway platforms. Jarvis check and alerts on: System Health Application Health Application Logs Cloud Logs Reduce your operational cost of IBM Sterling B2B and MFT platform by centralised monitoring and alerts  About Pragma Edge INC. Pragma Edge is a software, SaaS, and consulting services company that drives digitization data integration and process automation. We are one of the fastest-growing companies in the United States. We are achieving this growth by helping our customers to achieve their goals, delivering innovation, collaboration, and agility with solutions and services that improve their bottom line and business operations. We are a team of "Does and Thinkers" who take a pragmatic approach addressing the needs of our customers. Learn

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A
9 months ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
posted in Customer Success Inspiration

Creating Office Hours for your Organization

Over the past couple weeks,  I’ve received multiple questions about how to start or run Office Hours. This has become a key piece to our 1:many strategy here at Gainsight. We offer a few different types of Office Hours and each has a different outcome we’re helping to achieve.CSA Office Hours - These are geared towards Operations teams who have questions about how to do something technical in their instance.  CSM Office Hours - The Digital First CS team holds these once a month and deep dive on a specific topic to drive awareness and adoption. PX Office hours - Each month the PX team covers a topic to drive adoption of parts of the platform.5 steps to getting started:Start with a small group of customers - This allows you to be more intimate setting as well as get rapid feedback on the program. As we rolled out our Office Hours, we started in our Pooled CS segment. Be aggressive with your invite - I don’t mean to invite the same person multiple times. However, since you’re starting sma

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lane_h
Gainsight Employee: MVP
10 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Inspiration

Recording: Blending Digital and Human Touchpoints in the Customer Journey

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in March 2022 about how to blend digital and human touchpoints in the customer journey. Here’s what we learned!🎞️️️️ Recording of key takeaways from each breakout room 📝 Note-taking slides from the breakout roomsLearn about these meetups in the future by signing up for the monthly CS Ops Newsletter.

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seth
Gainsight Employee: ACE
11 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Inspiration

July 2022 CS Ops Newsletter

Subscribe to this monthly newsletter here! Hi there,I had three striking experiences recently, and a realization snapped into focus that's proving to be a daily touchstone for me. Here's what happened:I told a story. As part of Gainsight’s celebration of Pride, I wrote a blog post, Why I Keep Coming Out at Work. I merely talked about my life. I was taken aback, though, to get replies that went way beyond messages of support. People told me that my story was meaningful to them. They took something away from it. Our experiences communicate more truth than we realize.   We ran a virtual roundtable to offer career coaching to Gainsight Level 1 Certified Associate Administrators. The greatest theme in the feedback survey was: “I want to hear what other admins have done.” (FYI, we’ve published the career stories of eight admins: Anita Beck, Kelly Nissl, Sagan Shirlin, and Katie Baker + Victoria Barry + Patrick McCrudden + Jessica Palmer + Ben Wanless.) When people have the opportunity, they

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seth
Gainsight Employee: ACE
8 months ago
SeanDonnelly
Gainsight Employee: Rookie
SeanDonnellyGainsight Employee: Rookie
posted in Customer Success Inspiration

Top 3 Best Practices to Secure Your Gainsight Organization

We should all protect what has been entrusted to us; that includes the powerful functionality and data accessible in your Gainsight NXT or PX organization. Newly released articles outline the top 3 best practices Gainsight recommends you take to secure your Gainsight NXT or PX org.NXT versionPX versionPlease take a moment to review the complete guidance on these best practices for Gainsight NXT or PX.

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SeanDonnelly
Gainsight Employee: Rookie
1 year ago
A
Anonymous
asked in Product Experience Best Practices

Pragma Edge - FileGPS - End-to-End File Monitoring

FileGPS provides enterprise-wide file/transaction monitoring across any application. Many organizations utilize file transfers as a means of communication between B2B partners or between application to application integration; due to various applications involved in handling the end to end process integration, the end to end visibility of the transactions/files are lost, which causes inefficiencies and missed SLA. FileGPS provides the ability to provide enterprise-wide end to end file/transaction monitoring that can track SLA and key events in the processing of the files/transactions. About Pragma Edge INC. Pragma Edge is a software, SaaS, and consulting services company that drives digitization data integration and process automation. We are one of the fastest-growing companies in the United States. We are achieving this growth by helping our customers to achieve their goals, delivering innovation, collaboration, and agility with solutions and services that improve their bottom line a

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A
9 months ago
sarahmiracle
All Star
sarahmiracleAll Star
posted in Customer Success Inspiration

[Recording] GS Admin Slack Meetup Webinar: Leveraging Journey Orchestrator + Share360 to Drive Engagement

Session: Leveraging Journey Orchestrator + Share360 to Drive EngagementSpeaker: Kendra McClanahanRecording: https://hello.chorus.ai/listen?guid=5561885acf96460bbe5af227a8899c23Slides: https://docs.google.com/presentation/d/1-0LYT8kGRyNZOcbIf1-VXah1-5A3F3Nx8gDEdq7tSCo/edit#slide=id.gf1a2f91adf_0_3976

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sarahmiracle
All Star
9 months ago
sarahmiracle
All Star
sarahmiracleAll Star
posted in Customer Success Inspiration

[Recording] GS Admin Slack Meetup Webinar: JO Reporting and Email Logs v2

Session: JO Reporting and Email Logs v2Speaker: Dan WiegertRecording: https://hello.chorus.ai/listen?guid=fa5cdadb0e124c7995e6c2af072158d9

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sarahmiracle
All Star
9 months ago
AnaCosta
Shoshin
AnaCostaShoshin
asked in Product Experience Best Practices

Gainsight Assist - Filter Contacts

 I’d like to know if there is a way in Gainsight Assist  be able to identify parent vs. child records and when multiple records exist with the same name under parent and child. When documenting to the timeline via Gainsight assist  CSMs can't identify which record is the parent and which one is the child, if both records have the same name. I was wondering if there is a way to filter parent and child records, so that when the CSM documents to the Timeline via Gainsight Assist they are assured to be logging under the correct record.Would anyone know if this is possible, or has a similar experience?  Cheers, Ana 

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AnaCosta
Shoshin
1 year ago
dj3turner
dj3turnerRegistered User
posted in Product Experience Best Practices

Team is new to success plans

Hi all - My team is new to Gainsight and I’m wondering if anyone has best practices for putting together Success Plans. We are relatively new to that process and I’m curious what is industry standard.For example, would I put a success plan together for each FY to align with changing priorities and goals? Or would a success plan be more specific to each goal and then get more granular within the plan?Curious to hear what has worked, what hasn’t worked, and what else we should consider as we build out this process.Thanks!

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dj3turner
1 year ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Inspiration

[Recording] Enabling CSMs to Use Gainsight

The Gainsight Global Admins Meetup Group got together in April 2022 to share ZoomInfo’s success story and tactics in launching Gainsight to their CSMs.Watch the RecordingThank you to @karentaylor for your incredible thought leadership, and to @gunjanm for helping make this happen! Congratulations to both on your launch Find out about these meetups in the future by joining the Meetup Group.

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seth
Gainsight Employee: ACE
11 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Inspiration

Recording: "New Release Review - Love It or List It?"

The Global Gainsight Admins meetup group got together to discuss highlights from the January/February 2022 (v6.31) release. Thanks to Anastassia Goidina (LinkedIn | Blog) for leading the conversation! 🎞Watch the Recording Highlights from the Zoom chat:On the Gong integration: We use Gong - have heard that’s coming in April On the Cockpit Task View: This is my favorite one!!! I got sooo many requests from users for this. Even to the point of me making my own version of this as a report on their dashboards This is so Awesome!!! My people will be very happy :-) One call-out is that if the CTA doesn’t have any tasks, it won’t show up in task view (that’s the last I heard!) I’m capitalizing on a captive audience to vote up a Product Enhancement for a Cockpit View that includes both Tasks and CTAs with 0 Tasks. https://community.gainsight.com/cs-product-ideas-21/enhance-the-cockpit-views-to-have-1-view-for-tasks-and-or-for-ctas-without-tasks-42063  The only thing I wish they’d do to i

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seth
Gainsight Employee: ACE
1 year ago
S
Shoshin
sdalyShoshin
asked in Customer Success Inspiration

CSM Salary Benchmarks

Hi there!  Does Gainsight have Salary benchmarks for CSMs (associate, senior)?

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Shoshin
1 year ago
anirbandutta
anirbanduttaGainsight Community Manager
published in Product Experience Best Practices

The 2022 Product Led Growth IndexBlog

From the PLG report“In terms of both investment and implementation, an overwhelming majority of companies are committed to PLG. It’s clear companies understand that in order to reach their revenue goals, the focus must be on ways to use the product to improve the customer experience.”- Gainsight PX Founder and CTO, @mickey AlonHear him spell out some of the highlights, here Download the report hereand let us know your thoughts in the comments below.

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anirbandutta
10 months ago
S
Gainsight Employee: Rookie
SrikanthGainsight Employee: Rookie
asked in Customer Success Inspiration

Changes in Global tab CTA level not reflecting in Company level CTA layout when changes are made at Company level

Hello Team,When we add any fields in CTA layout at Global level, they will be reflected at Company level for that CTA type.But when we add any field directly in Company level CTA layout and then try to add from Global level for that type, new field will not be shown.Can we change this behavior so that whenever we add new field at Global level, they will be updated at Company level irrespective of changes at Company level layout.Thanks & Regards,Srikanth

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S
Gainsight Employee: Rookie
9 months ago
N
natalie.dalessandroRegistered User
asked in Customer Success Inspiration

Success Plan Custom Field Hints

Hello Gainsight Community! I am hoping to get your help with a question. I am looking to add a custom field in Success Plans, and I am wondering where it says "Insert text here" in grey (on a rich text field) - is it possible to change that to add a hint? 

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11 months ago
S
Gainsight Employee: Rookie
SrikanthGainsight Employee: Rookie
asked in Customer Success Inspiration

Can we show the look-up fields in Rules in NXT as shown in SFDC version of Gainsight

Hello Team,In a rule fetch task, on Call to Action(SFDC) object, when we search for reason, we will be able to see Reason and Reason name fields.Similarly, we will be able to see status and status name when searched for status.But in Gainsight NXT, if we want to get Reason name, we have to search for Reason and expand the look-up to select Name.Can we get the feature to show name fields from look-up fields in Gainsight NXT as in Salesforce version of Gainsight.

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S
Gainsight Employee: Rookie
9 months ago
S
Gainsight Employee: Rookie
SrikanthGainsight Employee: Rookie
asked in Customer Success Inspiration

Numeric values stored in the column are rounded off when used in Cockpit view. Can we show decimal values instead of rounding off?

Hello Team,We observed that the number field is getting rounded off to the nearest integer when it is used in Cockpit UI.Can we show actual number instead of rounding off?Usecase:Customer has a custom field of number type(2 decimal values are allowed) in Call to Action object to track duration.When duration is filled as 0.25, it is rounding off to “0” and when we use “0.5” or above, it is rounding off to 1.Customer wants to show the original value instead of rounded off value.Can we do that. Thanks & Regards,Srikanth 

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S
Gainsight Employee: Rookie
11 months ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
published in Product Experience Best Practices

Gainsight PX In-Person Training Opportunity

On August 16 in San Francisco, the day before Gainsight’s Pulse conference, you’re invited to join us for an in-person day-long workshop focused on Driving Product Adoption and Prioritizing Your Roadmap for Growth Using Gainsight PX.Join Gainsight’s PX team, including @harshibanka @mickey @link_black @broghanzwack @ophirsw and more, for an exciting hands-on workshop focused on giving you the tools to build a data-driven roadmap, successful user enablement / onboarding experiences, and an engaging product release experience. Guest speakers will also share best practices to orchestrate a successful end to end customer journey through cross-functional collaboration. Seats are limited to maintain a highly interactive and hands-on training experience!Session Details: How Product and Customer Success Teams will Collaborate to Drive Value A few special guest speakers will kick off the day with an exciting conversation about the future role and influence that growth oriented product managers w

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lila_meyer
Gainsight Employee: Grand Slammer
9 months ago
A
Alexandra FieberRegistered User
asked in Customer Success Inspiration

Help with Gainsight Chrome extension overlapping with Salesforce extension

You can see in the screenshot below that Gainsight seems to be sitting on top of the Salesforce extension. Does anyone have any recommendations on how to deal with this? I’d say we don’t need both extensions, but we’re using the Salesforce add-on for updating contacts (that then sync to GS) and the Gainsight add-on for email templates. Seems like it’d be a pain to constantly be toggling the extensions on and off for a clear view.     

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A
8 months ago
jaredjasso
Shoshin
jaredjassoShoshin
asked in Product Experience Best Practices

CSM Account Transition Process Ideas

Hello, We are looking to revamp our process of transitioning accounts to new CSM’s and was really wondering what other organizations are doing.Our current process is as follows:The TM builds out a list (report/excel) of transitions including (CSM ID’s, Names, Account ID’s, etc.) and attaches to a ticket. We take that file and upload it to an object. We then run a rule that has a corresponding playbook attached to it, there are a handful of playbooks to choose from. This then kicks out the CTA to the CSM who will be performing the transition and its tasks.  Finally, we update the CSM in SF via Dataloader.ioThis is a pretty bulky process and takes a little more time than it should, so we are looking for any ideas that other companies might be doing to make this a little more streamline.  Thank you for any and all input! Best, 

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jaredjasso
Shoshin
1 year ago
jaredjasso
Shoshin
jaredjassoShoshin
asked in Customer Success Inspiration

User License Maintenence/Audits Process?

Hello, We are also looking for a better process on our user/license managment. Wondering what other teams are doing to track their user licenses as well as how they are set up if a new user joins. We woud like to track and audit this periodically so that we know which users are applied which licenses.  Does anyone have a process that they have seen work around this idea?  Thank you for any feedback!

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jaredjasso
Shoshin
1 year ago
minh_phan
Gainsight Employee: Veteran Rookie
minh_phanGainsight Employee: Veteran Rookie
posted in Customer Success Inspiration

Extracting insights from sales contracts?

Hello Community! Gainsight’s product team is researching the value of AI that could extract insights from sales contracts. Your sales contracts may include terms like: logo rights, price protection, termination clauses, etc. Does your team have access to Sales contracts and do you review this content on a regular basis? If Gainsight could extract meaningful customer relationship data from Sales contracts, would it help your customer success operation? What information are looking to extract?Feel free to respond to this post or directly to Minh Phan mphan@gainsight.com.

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minh_phan
Gainsight Employee: Veteran Rookie
8 months ago
gautam.bawa
gautam.bawaRegistered User
asked in Customer Success Inspiration

Tagging Different Task Types for Email via Gainsight Assist

Hi Everyone, We use Gainsight assist to log our emails in the timelines. Is there any way to also log the kind of activity type without having to go into Gainsight later and update it?  As an example if I am sending an email which should be tagged as a Milestone or Renewal Conversation, I am currently logging it with Gainsight assist when sending an email from outlook. Once done I go into Gainsight and then edit the activity and change it accordingly?  Does any one have a better way of managing this?   

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gautam.bawa
9 months ago
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EngunetRegistered User
asked in Product Experience Best Practices

about deletion logs

Is deletion logs already in place or it will be materialized soon ?I think it will be very help full to  track the deletion  records on MDA objects , when and whom did deletion .

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E
11 months ago

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