Share Industry Knowledge
Share and learn industry best practices based on specific job functions
Hi All, We really appreciate all of the product inputs that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented your suggestions! Here's the complete [url=https://docs.google.com/spreadsheets/d/1Y2i9JZ-OzSUHlKlqqKvlqpyvTVaVBROmA-XWJdbv868/edit?usp=sharing]list[/url]. Please revert for any queries Email : firstname.lastname@example.org
Hi All, We really appreciate all of the product inputs that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented your suggestions! Here's the complete [url=https://docs.google.com/spreadsheets/u/4/d/1Y2i9JZ-OzSUHlKlqqKvlqpyvTVaVBROmA-XWJdbv868/edit?usp=sharing]list[/url]. Please revert for any queries Email : email@example.com
Hi, I was able to download Success plan in Ppt format. Wanted to know if we can have few more layouts added in downloaded Ppt like in Plan Info o Description o Company Highlights o Action Plan Any possibility of add attachments in success plans. Reason being needed to add new contacts in Success plan for showing it to customer
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
I'm interested in the ROI of Customer Success and Customer Success Qualified Leads (CSQLs). Obviously, these are different that MQLs or SQLs. Does anyone currently utilize a Playbook for their CSMs to uncover and qualify leads within their customer base? If so, what process do they follow?
Hello Everyone! I am proud to publish the requirements for becoming a Champion here on the Community! If you don't know what a Champion is here on Community this is a brief description: Champions are the people who are asking lots of questions, frequently active, helping others in the Community, and overall making it a better place for everyone. To become and maintain your stats as Champion you need to: Have a minimum of 1000 points Earn at least 500 points a month As always ensure that you follow the [url=https://community.gainsight.com/gainsight/topics/gainsight-community-guidelines-july-2017]Community Guidelines[/url] Champions who have become inactive after three consecutive months may lose their status, but can be reinstated when all requirements are fulfilled. These guidelines are subject to change as needed.
I am very curious to learn how other SaaS companies are demonstrating the business value of your solution to your clients. Namely: [list] [*]how are you determining WHAT the measurable business value is? [*]when/how do you take current state baselines of those metrics, with your clients? [*]when/how do you set goals for those metrics, with your clients? [*]when/how do you report on progress against those goals? [*]are you using ROI metrics associated with revenue? [*]are you using KPIs associated with achievement of your client's business goals? [*]are you using KPIs associated with adoption/usage? [*]are you using KPIs associated with end-user satisfaction? [*]what processes and tools are you using to operationalize all of this?[/list]I consider this the most important pillar of customer success. Do you?
We really appreciate all of the product inputs that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect. We want you to know that our product team listens and carefully considers your ideas and concerns. In our November Release v5.20, I'm happy to report that we implemented 11 of your suggestions! Here's the complete [url=https://docs.google.com/spreadsheets/d/1Y2i9JZ-OzSUHlKlqqKvlqpyvTVaVBROmA-XWJdbv868/edit?usp=sharing]list[/url].
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.
[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!
A customer I'm working with asked about the most valuable aspects of Gainsight for use by a high-touch CSM (for this example let's say less than 10 customers). Do you agree with the list below? Anything you'd add that your higher touch CSMs use in Gainsight to drive the best customer experience? [list=1] [*][b]Creating joint customer account plans in[/b] [b][u]Success Plans[/u][/b] to document goals & progress towards achieving them throughout the year [*]Using [u][b]Success Snapshots[/b][/u] to export plans to your corporate branded PowerPoint templates to save time prepping slides, share with customer, or in some cases to use the Success Plan screen live in regular meetings with customers for updating progress [*][b]Capturing internal [u]Success Plans[/u][/b] for goals that aren't shared with customers but rather internal targets for the year and building [b][u]reports[/u][/b] on achieving MBOs/KPIs which streamline goal c
During Pulse Europe, 2018 (https://www.gainsight.com/pulse/europe/2018/) the Gainsight Client Outcomes Team organized a Circles of Success Program, featuring [b]group discussions[/b] for [b]the attendees[/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 Scoring and Risk Management[/b]. Here are a few of the questions and the corresponding topics that we discussed: [b]What health scores have worked best for different organizations? Do you see trends based on the industry?[/b] · On-Prem customers use: Using proxy for usage data as usage data is not available support cases, webinar attendance, etc. to look at who are healthy customers. They can easily identify unhealthy but healthy is harder. Onboarding CSAT is also a measure that is used for customer health · For SAAS customers: utilization metrics · NPS as a part of health scores: Interestin
During Pulse Europe, 2018 (https://www.gainsight.com/pulse/europe/2018/) the Gainsight Client Outcomes Team organized a Circles of Success Program, featuring [b]group discussions[/b] for [b]the attendees[/b] focused on [b]key topics and challenges[/b]. We wanted to keep the conversation going on Community. One of the topics we discussed was [b]Compensation and Incentives[/b]. Here are a few of the questions and the corresponding topics that we discussed: 1. Does your company incentivize CSMs on individual or team targets? 2. What metrics are CSM incentives based on? (Examples: retention, satisfaction, adoption and advocacy). 3. Have any organizations implemented CS-oriented bonus plan? Does variable compensation model works best for Customer Success Managers? 4. Are CSMs incentivized based on expansion or advocacy targets? 5. How are the CSMs targets tracked? 6. What are the leading (adoption) and lagging indicators (renewal) that you track to know a CSM is on track to
During Pulse Europe, 2018 (https://www.gainsight.com/pulse/europe/2018/) the Gainsight Client Outcomes Team organized a Circles of Success Program, featuring group discussions for the attendees focused on key topics and challenges. We wanted to keep the conversation going on Community. One of the topics we discussed was Advocacy Management. Here are a few of the questions and the corresponding topics that we discussed: 1. What customer activities do you consider advocacy? Who owns advocacy? 2. What creative things have you implemented to drive advocacy? 3. What about your customer experience creates advocates? 4. How do you leverage your customer advocates? 5. What points in the lifecycle or touches do you identify advocates? 6. How do you prevent “reference fatigue”? 7. How and where do you track advocacy events? 8. Do you provide any incentives for your customers to become an advocate? Which incentives have you found more useful than others? 9. Do you expire advocacy assets
At Gainsight, our brand is very important to us. Our Customer Success team constantly engages with customers, so we have numerous opportunities to convey Gainsight’s personality. Our team uses several tools to serve as brand ambassadors, including [url=http://www.gainsight.com/customer-success-products/gsnap/]Gsnap[/url], CoPilot outreaches, [url=http://www.gainsight.com/customer-success-management/?q=tales+of+groc]Groc[/url], [url=http://www.gainsight.com/customer-success-management/?category=top-posts]blog posts[/url], and [url=http://www.gainsight.com/customer-success-management/?type=webinars]webinars[/url]. [i]How does your team serve as a brand ambassador? [i]What tools do you use? What goals do you hope to achieve?
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
How have you handled notifying a customer who has a dedicated/named CSM, if that particular customer no longer meets the criteria your org has established for having a named CSM? We have 4 CSMs (approximately 75:1) and approximately 3,000 customers. We have recently adjusted our segmentation and the criteria a customer must meet in order to be assigned a CSM, which leaves me with quite a few customers who need to be notified that they are essentially losing their point of contact and will need to channel any questions/escalations through our technical support team first. Looking for suggestions on how that's been communicated and talk tracks that have been used. Thanks in advance!
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].
PulseLocal Austin has been meeting every 2 months since June 2015 which means our 20th meet up will be Nov 14th! Please tell all your Austin-based colleagues to join us by registering [url=https://pulselocal.gainsight.com/events/details/gainsight-austin-presents-evolving-a-customer-success-org#/]here[/url]. Our original PulseLocal Austin President, Beth Yehaskel, is returning to share her insights on building a success organization from a support model. Beth (formerly VP at Spredfast) is now leading the team at Jungle Scout. We're excited to wrap up 2018 and our 20th meet up with a bang!
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
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