Share Industry Knowledge
Share and learn industry best practices based on specific job functions
How to best create Original Contract Start Date, Current Contract Start Date & End Date
Hello, I am currently starting an implementation of Gainsight and we are required to create some new salesforce fields that I am looking to see if anyone has found a good way to create them (possible with CPQ as well). The fields are: [list] [*][b]Original Contract Date[/b] Must be a date field type. This identifies the date a customer signed on. [*][b]Current Contract Start Date[/b] Must be a date field type. [*][b]Current Contract End Date[/b] Must be a date field type.[/list]As well, we have some salesforce accounts that have multiple active contracts, so I am not sure what might be the best way to solve for that. I have tried to build a rollup summary field but I can only use a number field type for that. Any advice would be greatly appreciated. Thanks!
Celebrating team wins company wide
Hello everyone! I'm looking for some networking/inspiration on how you celebrate your Customer Success wins with your company. For instance, when sales lands a big deal they send out a "Bang the Gong" email to the company. Does anyone do something similar like this for Customer Success wins? Would love to hear your thoughts! Thanks!
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].
A Guide to Customer Success Across Europe
The “right way” to do Customer Success varies significantly across countries in Europe. There are certainly commonalities - in particular, Customer Success tends to be higher-touch in Europe than in the U.S. - but it’s mission-critical for a CSM team to vary its approach by country. Check out a new blog post written by several executives in the Gainsight community: [url= http://www.gainsight.com/2017/01/31/guide-customer-success-across-europe/]A Guide to Customer Success Across Europe[/url]. [b]We welcome you to add your learnings from your own experiences, so that we can continue to supplement our perspectives.[/b]
Success Plan Document Download
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
CSM Compensation: Q&A + Inspiration on Community
We just released our CS Compensation report and are showcasing the results for North America and EMEA in webinars earlier this morning and next week for EMEA. A few common questions emerged - how are you solving this today? What other CSM comp questions do YOU have? Answer/ Add as responses to this post!I’ve added a few of my answers in bold Regarding bonus compensation, do you have any insights on the prevelence of quarterly vs annual calculations/targets and payouts? Seeing more shifting to Quarterly (including Gainsight!) or semi-annually - more flexibility/cash flow for CSM, more flexibility to adjust the plans as year evolves I’d like recommendations or resources for identifying a comp structure for a CSM who’s sole role is upselling to existing customer base please How do you adjust comp model based on size of BoB per CSM. I’d say we tend to land at a much higher customer count per CSM than what’s the industry average. For smaller organizations, where CSMs are taking on churn r
7 Tips to Run an Effective Customer Advisory Board
Hi Community! Check out this new blog post by our Senior Director of Product Marketing, Puja Ramani, that shares her 7 tips to Run an Effective Customer Advisory Board. [url=http://www.gainsight.com/2016/01/05/7-tips-to-run-an-effective-customer-advisory-board/]http://www.gainsight.com/2016/01/05/7-tips-to-run-an-effective-customer-advisory-board/[/url]
Best Practice for Executive Performance Reviews with Clients
Hi Gainsight Community, As my team is adopting Gainsight into their daily routine, one issue we are finding is the cadence for completing performance reviews (PR). For our clientele, it is crucial that our CSMs connect with clients to show value in our product by conducting/delivering PRs. It allows both CSM and client to reset expectations and come up with an action plan. Therefore, we have created a CTA targeted at this task. However, our clients have such busy schedules that it has proven difficult to get a client on the phone for 30-45 minutes. Our temporary solution is to have our CSMs extend the "due date" for the CTA, but their cockpit has begun to get out of hand. We know that there will be instances where clients will not schedule a call, so how do we "deliver" value and show them their progress. Any suggestions would be greatly appreciated! All the Best, Chip
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!
SF Tabs in GS
We've been experiencing an issue with the SF tabs not sticking when we select Gainsight in the Force.com Apps menu. So, we can adjust them, and then, the next time we go back in, they have defaulted back to the original layout. Has anyone else had this happen or have suggestions for how to correct? We've been able to get around it by using another Force.com App choice in the dropdown, but would be great if we could figure out how to make them stick using Gainsight.
Gainsight CS NXT - Recommendations for Accessibility settings - Colors
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
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?
Success Plan sharing user experience.
Scenario: When a Success Plan is shared, the end user can click on fields (hyperlinked fields- eg: Company Name) on the Success Plan in the Plan Info tab and nothing happens - this is expected when the plan is shared with non-edit permissions ( Eg: View Only Externally Shared Objectives'.)However, when the end user navigates to the Objectives tab and clicks on either the Company > Relationship or opens an Objective and clicks on the Company or Relationship links, a new tab opens, spins and gives them an error.This new pages not opening is an expected behaviour , however , it would be more user friendly if we are not opening the new pages at all like the behaviour observed when we access the fields in Plan Info tab
Using Localiization to Search Knowledge Base
Does anybody out there have multiple language options in their Knowledge Base? We are tring to share only content from our Knowledge Base that is currently translated in local language. I was wondering if any Knowledge Base tools (Google, Salesforce, Thought Industries) has content in multiple languages and if that Knowledge Base can serve up articles that are only in the localized language?
CS v6.27 release - Gainsight Implemented Posts
Hello Everyone,We appreciate all the product inputs that our customers take the time to share with us in the Community. Your feedback helps us build better products and services and stay in tune with what customers 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 some of your suggestions in the v6.27 releases!Following are the Community posts implemented in v6.27 (SFDC & NXT) release: Following are the Community posts implemented in 6.26 Patch release [NXT]: Hi @dan_ahrens, could you please mark the 2nd post mentioned above as ‘Implemented’? Thanks. FYI @minh_phan @Cornelia
New to CS - how do you divvy up your clients and what's your frequency of connecting with them?
We are relatively new to customer success - I'm a CSM and I have a whopping 749 accounts I handle. Needless to say, we are constantly under water. How do you all divide up your clients for your CSMs? We are a fintech company. Currently, the only CSM in our org that has a firm handle on all her clients is our London based colleague, who only has 50 or so clients and she knows ALL of them. Help! What's your contact frequency? By phone? By email? In person? Do you send chockes.gift baskets/hoodies/t shirts? We need a new plan from our current one which is call every client every quarter. I want to present our managing director lots of options! Thanks!
Product Adoption at the Customer level
We are in the very early planning stages of our Gainsight implementation. This is my second time to go through the process, but at my previous company we did not drive actions at the product level - it was primarily at the business unit level. Where I am now, we have 3 core product families each with their own individual products, each with it's own feature set. Sometimes customers have 1 or 2 products within a single family - not always implemented at the same time, but sometimes they are. Sometimes customers have all the products in a particular family, but they are implemented independently of one another at various times. Sometimes customers have multiple products from different product families. It is similar to a choose your own adventure book. I would like to talk to other Gainsight customers who may have similar use cases. I am curious to know how others have tackled this A) at the customer level (without using Relationships) and B) using Relationships.
Interactive report across multiple objects
Looking for suggestions from the field on best use case for the following scenario from an admin's perspective... We'd like to pull a report across multiple objects (i.e. opportunity, account, customer info) that we can review upcoming Customer Success owned renewals each quarter. The strategic part I'm trying to figure out is how do we track a couple of key questions that we will fill out during our meeting and store them so we can push this information upstream at any time. What are your suggestions for the best area to do this: 1) Data spaces - my initial go-to. Relatively easy to pull this info into a report, but I'm not sure the best way to capture information from our meetings. 2) MDA - Another thought was to build a table and either feed this via rules engine, or just to upload information manually via csv after each meeting (since this will only be quarterly). This is a little more high maintenance but we could add in a column for date tracking. Any suggestions off of these
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