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Share and learn industry best practices based on specific job functions
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].
3 Steps to Implement Tech-Touch Processes in Your Customer Success Organization
As companies try to overcome inefficiencies, many Customer Success (CS) organizations are looking to automate tasks that can help win back precious time. A “tech-touch” strategy in your Customer Success organization will allow you to scale your operations, improve the effectiveness of your team, and engage your customers in a consistent and timely manner.I’ve worked with many customers to optimize their processes by implementing a tech-touch strategy. When going down this path, there are a few things to keep in mind. Define Your Customer Journey The first step is to take a look at each stage of your customer’s journey. Within each of these stages, document your customer touchpoints. Taking the time to do this will go a long way in helping you realize where and how your team is spending their time.One of our customers, Popmenu, takes a very systematic approach to documenting daily work processes. Jess Kitt, Vice President of Client Experience with Popmenu discusses this process. “On
Let's Share NPS Survey Best Practices
What are your organization's best practices for following up with customers after administering an NPS Survey? We'd love to hear your ideas and lessons learned. If you'd like to learn more about NPS Surveys and how to set them up in Gainsight, here's a detailed [url=https://drive.google.com/file/d/0B97XQutn6k0oRTktRjNSSlpzNU0/view]guide[/url] to get you started.
Viewing all my tasks (or CTAs) grouped by relationship and sorted by contract end date
Hi all We are using the Relation object (a bit different than an account) and I'm trying to find a way to see all my to do's (whether its CTAs or tasks) grouped by relationship name and sorted by the contract end date. If I create several CTAs per relationship- I can't group by relationship and sort by end date. And If I create one CTA per relationship (with several tasks per CTA)- the tasks will be displayed forever, even after completion. (they remain crossed-off) Do you have any suggestions about how to see all my relationships, sorted by end date and to see each relationships CTA or tasks? It seems like a logical way to see all my to do's.
"Heads Up!" -- Gainsight Admin Edition 🎪
Ready to test your level of Gainsight technical geekery? Grab a friend (or it’s best with a group!) and your iPhone, and show off all that hard-earned knowledge!(You will also prove your technical skill by installing this app, because this process is crazy.)Download the free “Phrase Party Lite” app. (The original “Heads Up” app from Ellen Degeneres costs real money to download. 🙅) Download the Gainsight Admin Edition file Click the blue arrow icon, then ‘Downloads’ Select the Phrase Party file Click the “Share” icon in the top right Select Phrase Party You did it! 🎉 🏆 Game on! The app may ask for camera/mic access. You can deny both. Choose a Game Mode in the top right. We recommend Party Heads! (Party Heads how-to video) Scroll the horizontal Category bar to find Custom at the end
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
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
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!
Are You Aware Of Sneeze guard brackets For Buffet In The USA
Importance of sneeze guard brackets:-The Sneeze guard requirements a good features files a PPE gap further protecting children and adults from airborne infectious disease spread from sneezing coughing talking laughing or eating. The sneeze guard brackets are one-piece construction, so they can be thoroughly cleaned and disinfected, easily, as often as you like. Sneeze guards brackets also called Cough Barriers, Cashier Barriers, Protective Screen, or Acrylic Shields, are plastic screen designed to provide an additional level of protection to employees and customers from sneezes, coughs, and bacteria. The sneeze guard features antimicrobial paint which is a specially formulated powder that is designed to restrict the growth of bacteria.
Boston Customer Success Meetup on Oct. 18
LeanIX is hosting a Customer Success Meetup in Boston on Thursday, October 18th, from 6 - 8pm at their HQ. If you would like to attend or know of CS professionals in the Boston area, feel free to share this [url=https://www.meetup.com/Boston-Customer-Success-Meetup/events/255090143/]link[/url].
Are we able to pull data on template usage by Playbook and see which CSM's used what templates during specific months
Are we able to pull data on template usage by Playbook and see which CSM's used what templates during specific months.My team has requested the template usage data per Playbook like the Success Plan view which are available and viewable within the dashboard.My question is: Is there something similar to viewing the Playbook template data in Gainsight?
Circles of Success - Pulse 2017 - Customer Experience & Voice of the Customer
During [url=http://www.gainsight.com/pulse/]Pulse 2017[/url] the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring [b]group discussions[/b] for [b]Gainsight customers[/b] focused on [b]key topics and challenges[/b]. We had such engagement from our customers we wanted to keep the conversation going on Community. One of the topics we discussed was Customer Experience & Voice of the Customer. Here are a few of the questions that we discussed: [list=1] [*]How to relay the voice of the customer to the organization to drive organizational change. [*]How can the CSM be a better advocate for the customer? [*]What types of programs are companies implementing to improve the customer experience or take it to the next level? [*]Where does CX and VoC live in other companies? [*]Is there a dedicated resource or is it shared across many team members as a "side job" [*]What creative things h
ANNOUNCEMENT: Don't miss our webinar on '3 Ways to Scale Your Customer Success Program'
On June 25th at 10am PDT, Lincoln Murphy, Customer Success Evangelist at Gainsight, will host a [url=http://www.gainsight.com/event/3-ways-to-scale-your-customer-success-program/]webinar on the 3 key areas of focus[/url] that can ensure companies achieve their customer success goals and realize the economies of scale that are so important to growing businesses. He will show you how a customer success strategy focused on segmentation, automation, and documentation is key to scaling Customer Success. A customer success program that lacks strategic thinking in any of these areas is sure to fall short and unlikely to achieve scale or meaningful results. In this 60 minute webinar on the keys to scale we will discuss: [list] [*]How can you implement automation without harming customer relationships? [*]What is the right strategy to segment your customer base? [*]Which process are important to document and which aren’t?[/list][url=http://www.gainsight.com/event/3-ways-to-scale-you
Gainsight's Product Roadmap Webinar - Jan. 31
[b]January 31 at 10:00-11:30 AM PT - Gainsight Roadmap Webinar [/b]-- [url=https://attendee.gotowebinar.com/register/5782829009709319169]Register[/url] Gainsight's VP of Product, Karl Rumelhart, shares what's planned for Gainsight's product roadmap and what it means for you. Gainsight has a major release planned for Feb. 21, so you'll want to tune in and see a preview of what's coming soon, as well as what we're working on for future releases!
Circles of Success - Pulse 2017 - Health Scores
During [url=http://www.gainsight.com/pulse/]Pulse 2017[/url] the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring [b]group discussions[/b] for [b]Gainsight customers[/b] focused on [b]key topics and challenges[/b]. We had such engagement from our customers we wanted to keep the conversation going on Community. One of the topics we discussed was [b]Health Scores[/b]. Here are a few of the questions that we discussed: [list=1] [*]What health scores have worked best for different organizations? Do you see trends based on the industry? [*]How do you divide your customer base to ensure that the parameters around your health scores are relevant to them? [*]How are customers creating health scores across multiple product offerings? [*]How do you report on health scores? [*]How to approach a customer with a low health score (full transparency or some sugar coating)? [*]How do you measur
CS Knowledge Drop - Demonstrating the ROI of Customer Success
As Customer Success teams look to demonstrate ROI, CSMs track new measures to demonstrate the value a Customer Success team creates. [b]What measures are you currently tracking to demonstrate ROI? What challenges have you faced that you would like others' input and insight on?[/b] [i]We'll be continuing the conversation below! Additionally, tune in to our weekly CSM led webinar on Wednesday June 8th @ 9am PST where we will be discussing this topic! [url=https://support.gainsight.com/hc/en-us/articles/207145967]Click here to register[/url].
Circles of Success - Pulse 2017 - Driving Advocacy
During [url=http://www.gainsight.com/pulse/]Pulse 2017[/url] the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring [b]group discussions[/b] for [b]Gainsight customers[/b] focused on [b]key topics and challenges[/b]. We had such engagement from our customers we wanted to keep the conversation going on Community. One of the topics we discussed was [b]Driving Advocacy[/b]. Here are a few of the questions that we discussed: [list=1] [*]What creative things have you implemented to drive advocacy? [*]What about your customer experience creates advocates? [*]How do you leverage your customer advocates? [*]What points in the lifecycle or touches do you identify advocates? [*]How do you track advocacy events? [*]Do you expire advocacy events them after a certain period of time? [*]Do you educate your customers on how they can create advocates in their businesses? (e.g. channel or B2B)
Connect with others writing Operational Messages to Customers
Anyone else out there primarily write 1:many emails regarding operational announcements? A large part of my portfolio is writing operational messages that are need to know - e.g. retiring features/products, new systems requirements, product issues that require some customer action to remedy. I would love to connect on the strategies and techniques others use when the information is critical. One of my most recent operational messages got 40% open rate and 30% click through, which I was really proud about, but that still means 6 out of 10 didn’t read the really important message! Note: we can use other in-product communication tools too, really looking for ways to optimize email performance.
Film a short video at Pulse
I'm filming short customer testimonial videos next Tuesday and Wednesday at Pulse. Videos will be filmed in the video booth in the customer VIP lounge. I'd love the opportunity to interview folks for 30 minutes -- let me know if you're interested and I can get you set up.
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