Share Industry Knowledge
Share and learn industry best practices based on specific job functions
👋🏼 We’re officially one week away from our in-person Pulse conference in San Francisco and I can’t wait to present with @CassidyCardoso on Driving Engagement with Stakeholder Alignment.As a CSM, it’s crucial to ensure you’re meeting with the right personas at the right cadence to make sure you’re aligned with your customers and this can look different across segments (high touch, mid touch and digital touch). Come join the conversation on Wednesday at 2pm PT as Cassidy and I talk through 1) why stakeholder alignment is important, 2) identifying who your personas are within your customer base, 3) what the right cadence looks like by segment and 4) how this is executed within Gainsight. 🤗 Get Fired Up!
Hi All,On Wednesday I’ll be speaking at Pulse in Amsterdam🎉Can’t wait to meet a lot of CS & CS people and I hope to get a lot of questions during/ after the presentation to really help you get the most out of the topic: Building an Academy that supercharges your CS team. I’ll share the 8 steps to building an Academy, and will include a few fuck-ups I went through and how to avoid this. An Academy becomes an essential part of your business if it’s well integrated into the CS practices and strategy so I’ll share how we’ve done this as well. Will I see you on Wednesday?
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
We have several different reports that our CSMs need to run frequently, and we're looking for a way to create links to those reports within GS. Ideally, it would be great to be able to add a widget called Important Links, and then, add several links into that section for easy access. Has anyone done anything similar or have other suggestions?
Good morning fellow Gainsight Admins! I am starting a project to determine the best method(s) of communication with CSMs when there is an issue with Gainsight and am curious what methods other businesses use. We currently have a mix of informal (Slack, email) and formal (Confluence, Jira) methods that serve different purposes. I am looking to create something that will better meet the CSMs where they are already working and meet acceptance criteria around visibility of issue status, workarounds, and details. Is anyone else leveraging tools like Knowledge articles, chatter, or cases to communicate with CSMs about Gainsight issues? How do you determine which communication method to use, for example, do you do something different based on the severity or priority of the issue? Thank you for your input!
Is there a way to make a question dependent on certain criteria in Salesforce? For example, with our NPS question if they select a 9 or 10 we want to ask them if they would like to be a reference for us in the future BUT we only want to ask them this if they have not already agreed to be a reference which is a box that is checked on their contact record type in SF. Is this possible?
I want to send a survey to hiring managers based on people they've hired recently (we're an applicant tracking system). In many cases, that's a 1:1 situation. However, I have some participants who have made many hires, and I want their feedback on each individual hire. I am running into issues thinking through what would be the best user experience for someone who has hired 10+ people. I'm using a CSV taken directly from our product, and I've set it up so that 1 person can receive the email multiple times by creating a unique identifier that does not tie back to their SFDC contact record. In my ideal situation, I could send one email to a participant with multiple links in it to complete the surveys based on each hire. Is there a way to do that without making the response totally anonymous?
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.
We have some pretty robust HTML templates built by some of our other internal teams. I would love to be able to pull these templates into Gainsight somehow, ideally into CoPilot. Is this possible? Are there instructions I can follow somewhere? Thanks! -Ben
Hey everyone, We are currently exploring the possibility of merging our Marketing, Sales, and CS Ops teams to create a Revenue Ops Organization in our company. Together with the Head of Sales Ops I’m working on a proposal which we will put in front of the Leadership team in November, where we aim to get buy-in from them to move forwards. I’d love to connect with Revenue Ops Leaders who successfully transitioned from siloed Ops teams to a single Ops team. Specifically, I’m curious to understand:How did you manage the change process? How did you maintain close relationships with the commercial teams? What have been the key factors for success? What have been the main challenges you faced? What would you have do differently if you had to do it again? It would be awesome to connect for a short call, or via email, to get your insights on these topics. Please reach out if you can help. Thanks!
I'm speaking with a company preparing for an internal workshop on how to improve their onboarding/implementation processes. Beyond the three articles below, do you know of other great content related to 'best in class' onboarding/implementation? Would love to hear how others have tackled stepping up their implementation game. Thank you! [list=1] [*][url=http://blog.servicerocket.com/learndot/user-onboarding-that-helps-customers-become-fireball-throwing-version-of-themselves]User Onboarding that Improves Customer Success and Avoids Churn[/url] by Bill Cushard, Head of Training at ServiceRocket [*][url=http://www.gainsight.com/2016/02/04/customer-onboarding-hard-avoid-these-6-pitfalls/]Customer Onboarding is Hard - Avoid this 6 Pitfalls [/url]by Amy Clark, Editor of IWantItNow blog. [*][url=http://www.gainsight.com/customer-success-best-practices/best-in-class-onboarding-make-it-happen-using-gainsight/]Onboarding at Gainsight - Making it happen
[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 Tales of Groc, the Customer Success Caveman.[i][b] [/b] [b]Previous chapter:[/b] Chapter 1: [url=https://community.gainsight.com/gainsight/topics/tales-of-groc-the-customer-success-caveman]https://community.gainsight.com/gainsight/topics/tales-of-groc-the-customer-success-caveman[/url] Groc had been an early employee at StoneHenjj. When he joined, they had just a few dozen customers using a very early version of their product, Cart 1.0. Mobile platf
I'm looking for best practices around internal NPS submissions for receiving feedback from a contact via email only where they didn't actually complete the survey. The internal question option is great, especially now since we can go back and retroactively add in additional feedback received from email or other conversations [i]for that particular survey response. On a couple occasions we have received only this written feedback due to the survey link not working (usually a cache issue we found after testing). [list] [*]Do you complete the full survey on their behalf? [*]Since the NPS question is required, do you make an educated guess on this rating (I don't think this is appropriate)? [*]Do you create a cloned survey for these comments, mainly for storing the data?[/list] Your thoughts are appreciated!
Does Gainsight have any recommendations/best practices to share regarding the use of COLORS in Reports, Dashboards, Gainsight Home, etc? I see an article for Gainsight PX but I’m not finding anything for Gainsight CS in Support Center.Thanks!JJ
[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 Tales of Groc, the Customer Success Caveman.[i][b] [/b] [b]Previous chapters:[/b] Chapter 1: [url=https://community.gainsight.com/gainsight/topics/tales-of-groc-the-customer-success-caveman][url=https://community.gainsight.com/gainsight/topics/tales-of-groc-the-customer-success-caveman]https://community.gainsight.com/gainsight/topics/tales-of-groc-the-customer-success-caveman[/url] Chapter 2: [url=https://community.gainsight.com/gainsight/topic
There are some amazing facts to be learned from this deck on SlideShare: - Reducing churn by 5% can increase profits 25-125% - It costs 5 times more to acquire new customers that it does to keep current ones - The probability of selling an existing customer is 60-70%. To new customers it’s 5-20% [url=http://www.slideshare.net/Evergage/tenstaggeringstatistics1-130204133151phpapp02]http://www.slideshare.net/Evergage/tenstaggeringstatistics1-130204133151phpapp02[/url] Enjoy!
Hi Team, A suggestion from a customer is to include the locking ability for the filters used in the GS Home. Currently we are using the GS Home, and allowing the CSMs to customize the filters based on their preferences. Is it possible to do so? Otherwise, customer says this will cause a compliance issue within their organization. Thanks,Kiran DL1 Support
Hi folks! We have recently rolled out Gainsight to the global CSM organization, beginning with a fixed set of use cases. Im curious about your best practices to share on how to collect feedback and wishes from the users in a manageble way - are you using spreadsheets to do that? Thanks in advance!Charlotte
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!
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.
Hi all, I have a question. I am looking into upsells and trying to come up with some metrics to start to predict this for example in days. Like 'when a company signs, the implementation should ideally take 90 days for phase 1 and the first upsell can be expected after a xxx amount of days after signing the contract' . Now I am wondering what a good average amount of days is from the closing of the sale to the first upsell or cross sell,. Can anyone advice me or share best practices for them? Would be super appreciated. Thanks in advance! Best Martine
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at firstname.lastname@example.org and we'll help you get started from where you left.
Else, please continue with the registration below.
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.