Share Industry Knowledge
Share and learn industry best practices based on specific job functions
Customer Spotlight: Allie Gold, Manager of Professional Services, ZeroFOX
Our [b]“Customer Spotlight”[/b] series features Gainsight super users on our online Community. For this week’s installment, we’re featuring [b]Allie Gold[/b] from [b]ZeroFOX[/b]. [b][i]Tell us about ZeroFOX[/b] Social media has become the new cyber battleground, presenting one of the largest and most dynamic risks to organizational security in decades. The ZeroFOX Platform [b]continuously monitors social media platforms[/b] for [b]security risks and business threats [/b]targeting employees, customers, brands, and organizations. Using [b]intelligent data collection [/b]with an [b]automated scriptable analysis engine[/b], the ZeroFOX platform [b]automatically identifies and remediates social media security issues[/b] including impersonator accounts, phishing attacks, fraud, customer scams, exposed PII, and much more. We're headquartered in Baltimore, Maryland. [b][i]What tips do you have for our members on how to get the most out of the Gainsight Community?[/b] I would say that if yo
CS Knowledge Drop - GSnap
Want to learn more about one of our most exciting new features? This week we'll be hosting a webinar on use cases and best practices for GSnap. Feel free to share any ideas or best practices from your organization's experience with GSnap thus far! [i]We'll be continuing the conversation below! Additionally, tune in to our weekly CSM led webinar on Tuesday July 19th @ 9am PST where we will be discussing this topic! [url=https://attendee.gotowebinar.com/register/1039357722227387907]Click here to register[/url].
Overall percentage of Red & Yellow accounts
We are looking for guidance on what best in class CS teams have in terms of percentage of accounts that can be in red/yellow (either by # or by ARR $). Does anyone have any ideas on best practices or guidance? Obviously this will be different on how you define red/yellow, but we're looking for a ballpark figure on what is a reasonable amount of escalations to be had at any given time. Thanks!
Relationship Best Practices
Does anybody have examples of how they set up and use Relationships in C360 that include the attributes, linked objects, card view, and/or 360 view fields that were chosen? We have a Cloud CSM team and an On Premise CSM team. Naturally, our customers might have a Cloud product, an On Premise product, or both.
CS Knowledge Drop - Success Snapshots
Success Snapshots are a highly effective tool to increase the efficiency of your EBR process by allowing CSMs to download ready-to-use, customizable Business Review presentation decks that leverage all of the information contained in Gainsight. How is your CS team currently using the Success Snapshot tool? What are some best practices you'd found in using Snapshots? [i]We'll be continuing the conversation below! Additionally, tune in to our weekly CSM led webinar on Tuesday July 12th @ 9am PST where we will be discussing this topic! [url=https://attendee.gotowebinar.com/register/2636922827806923779]Click here to register[/url].
SFDC Release of Multi Org Contacts.
I got this question from a customer today. Can someone explain how this is going to affect GS (especially around things like copilot and surveys)? With the launch of SFDC's Contacts: Associate a Contact with Multiple Accounts (Generally Available) ([url=https://releasenotes.docs.salesforce.com/en-us/summer16/release-notes/rn_sales_shared_contacts.htm]https://releasenotes.docs.salesforce.com/en-us/summer16/release-notes/rn_sales_shared_contacts.htm[/url]) how does Gainsight use this new feature/functionality?
Best practices for when to hire a CS Ops lead
The timing of the first CS Ops hire is a key question many of our customers face. Our view is that once you have about 5 CSMs, you’ll need to start developing smart processes for running your team and to hire a CS Ops lead. Once you have about 10 CSMs, your CS Ops lead will want to hire a junior person, in order to focus more on strategic activities. You’ll want to screen candidates based on the following attributes: [list] [*]Passion for designing processes that scale [*]Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions [*]Enjoys “getting their hands dirty” by digging into complex operations [*]Takes high degree of ownership over their work [*]Clear communicator with professional presence [*]Strong listening skills; open to input from other team members and departments [*]Ability to lead through influence [/list][url=https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Gainsight_CS-Ops_JobeDescript
Looking for 'best in class' onboarding/implementation content/advice
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
Best Practices: CS Commissions
How does your Customer Success team structure commissions? Do you factor in retention, renewals, and expansion? We've written about how we recognize and reward CSMs [url=http://www.gainsight.com/customer-success-best-practices/how-to-recognize-reward-your-csms/]here[/url], but we're interested in hearing from you!
CS Knowledge Drop - Advocacy Programs
Advocacy is an key part of Customer Success. It is important to retain customers and increase customer lifetime value. It is also a very powerful component of the sales cycle. How does your team encourage and track advocacy? How does your Marketing team use Gainsight? [i]We'll be continuing the conversation below! Additionally, tune in to hear our Customer Marketing Strategy Lead host a webinar on Wednesday June 29th @ 9am PST where we will be discussing this topic! [url=https://attendee.gotowebinar.com/register/850728805084368641]Click here to register[/url].
How does your internal CSM team get notified about survey responses?
We want to have the CSM of an account notified when a contact within an account completes a survey (a full survey, not just one answer to a question and not exclusive to NPS items/responses). Is this possible, and if so, would we use CoPilot to send an internal email to the CSM? Moreover, if we do use CoPilot to do this, what would the source object be when deriving the list of contacts from either SFDC or MDA?
Best Practices Webinars
Are you interested in learning best practices from other Customer Success teams? Our customer success showcase sessions have been aggregated together in a digital format! You can now view them as [url=http://www.gainsight.com/customer-success-management/?category=case-study]on-demand webinars[/url]. Webinars available now: [url=http://www.gainsight.com/event/customer-success-showcase-red-hat/]Red Hat[/url] - Learn how and why Red Hat is investing in Customer Success and why the focus on a superior customer experience should be on the roadmap for other open source companies. [url=http://www.gainsight.com/event/customer-success-showcase-guidespark/]GuideSpark[/url] - The GuideSpark team will go into the details of how they segmented their customer base, designed their customer health scorecard, and achieved +50% response rates for NPS surveys! [url=http://www.gainsight.com/event/customer-success-showcase-cisco/]Cisco[/url] - The Cisco team will take you
CS Knowledge Drop - Customer Success Organizational Structure
As you may know, Gainsight recently announced a new organizational structure to prioritize Customer Success. You can learn more about this exciting change either by reading this [url=http://www.gainsight.com/2016/03/23/reorganized-entire-post-sales-organization-drive-customer-success/]blog post[/url] by our VP of Customer Success and Business Operations Allison Pickens or by watching this recent [url=http://access.gainsight.com/20160623-gainsightorg/]webinar[/url] on the topic. Our team is thrilled to prioritize customer outcomes above everything else by aligning our teams around a new, customer-centric organization. [i]How has your company organized around the customer? [i]What strategies have you used to navigate a customer-focused reogranization? [i]What questions do you have about Gainsight's recent reorganization?
Customer Spotlight: Sarah Couch, CS Operations, Workday
We’re launching a new initiative called [b]“Customer Spotlight”[/b] to feature Gainsight super users on our online Community. For our first spotlight, we’re featuring [b]Sarah Couch[/b] from [b]Workday[/b]. Thanks Sarah for your insights! [b][i]What are you most passionate about in your role?[/b] Just as our CSMs are passionate about our customers' success, I’m most passionate about ensuring the success of our CSMs. As Gainsight Administrator and a member of our Ops team, [b]my passion lies in creating collaborative, effective, easy to use tools and programs[/b] which enable our CSMs to have meaningful, value-driven conversations with our customers. [b][i]What advice would you give to leaders who have been tasked with driving CS at their organizations?[/b] Leverage the relationships you have with leadership across your organization to create a cohesive service philosophy which puts your customers at its center. [b]Define the roles and responsibilities of every member of e
How do you export all hard bounced contacts from CoPilot across multiple outreaches?
I am looking to have some of my team update our contact lists in SF using the bounced reply info from CoPilot outreaches. I am hoping to export a spreadsheet of all hard bounces across all outreaches. Currently, I can only see how to export on a per-outreach basis and the does not always include the contact name and account. Thanks! -Ben
Enterprise Organizational Best Practices
I'm interesting in understanding best practices of Customer Success organizations that manage 1,000+ customers. Can anyone from this vibrant community share best practices, blog posts or thoughts on how they manage 1000+ customers? I'm also interested in hearing what features of Gainsight assist in managing that many accounts. Thanks!
Can you use an existing Salesforce Template in CoPilot, or Gainsight in general?
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
Ideas on how to make reporting and building rules for large teams more manageable?
One of the challenges we're finding with Gainsight is building reports and rules for large teams. We don't have a field in Salesforce where we can easily say "Show me team = X". As a workaround we're having to individually add each account manager's name to reports and rules. As people leave and join the company it is going to be quite the task to update everything accordingly. Aside from creating a field in Salesforce for the individual team names, does anyone have any ideas or best practices for solving this problem? We tried something called "Team manager" creation where we assigned names to a "Team Manager" through a rule, but it did not have the expected behavior and only worked for accounts, not people.
How do you measure performance for your Copilot/1:M focal?
For those who have a resource dedicated to Copilot / 1-to-many communications, how are you measuring that person's performance? If that person is responsible for a large volume of smaller accounts, are you measuring retention, usage, NPS, etc... but with different targets than other tiers? If that person is not responsible for a specific set of customers but rather handles Copilot outreach across your entire CSM team, how are you measuring their performance?
CSM visibility to Copilot Templates
Our CSMs do not have access to Copilot and all components of outreaches (powerlists, templates, scheduling, etc.) are created by admins. Though we've provided reporting in the C360 view, our CSMs would like to be able to see the specific templates sent. Is this possible without giving them admin access?
Already have an account? Login
Login to the community
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.