Share Industry Knowledge
Share and learn industry best practices based on specific job functions
When I first heard that Gainsight acquired inSided, a market leader in Customer Communities, I took a moment to think about the bigger picture. Having worked at an organization that leveraged both the power of Gainsight and inSided, I knew just how valuable this acquisition could be. Your customer community, after all, should be a vital tool leveraged by all customer-facing teams, at every part of the customer journey. With the power to provide customers with a safe space to ask questions, log feature requests, and view recent and upcoming changes to your product. When you think about your customer community, you may wonder how exactly it fits into the full customer journey, from pre-sales through to renewal and growth. Your customer community holds its unique place in each of these stages. For example: Pre-Sales Onboarding Adoption Nurturing Renewal/ Growth Loyalty Objective Use content & advocacy to convert new custome
Hey CommunityI hope this message finds you all in high spirits! ✨ I'm thrilled to share my experience at Pulse Europe 2023—an unforgettable journey that was nothing short of phenomenal. 🚀 I’ve always been wanting to attend Pulse since God knows how long but 2023 was the year it finally happened. And boy-o-boy what an event it was. From all the great sessions by distinguished speakers, networking with all the admins whom I’ve regularly been talking to on zoom or slack community (it’s always great to have a face to a name, right?) and my friends from Gainsight where I had worked for almost 5 years. 🌍 The Global GatheringPulse Europe brought together brilliant minds from all corners of the globe, transforming the event into a melting pot of ideas, cultures, and perspectives. The energy was palpable as participants, speakers, and industry leaders converged to create an atmosphere buzzing with innovation and celebration. 🤝 Networking Extravaganza: The networking opportunities at Pulse E
In our monthly meetup group about the CS Ops of Digital Customer Success, we spoke in July 2023 about how self-serve resource centralization and customer education can enhance your digital customer success journey. Here’s what we learned! 📝 Note-taking slides from the breakout roomsLearn about these meetups in the future by signing up for the monthly CS Ops Newsletter.
On just my first day back at work after Pulse, I've shared Elements with two members of our exec team, a CSM, and two networking contacts. So far, I've just pointed them at [url=http://www.gainsight.com/elements]www.gainsight.com/elements[/url], which does have a beautiful interface and a good degree of detail. It's a bit high-level, though. So, it doesn't include some great content like change management best practices. (Not that someone wants to start at a detailed level, but it would be great to be able to drill into it.) Meanwhile, the presentations from Pulse's "Science of Customer Success" track are available online, but are [i]very detailed, and don't cover every Element. Is there a 'Goldilocks' resource available yet, or am I doing a good job at making the most of what's available so far? :-)
Hey Guys! I'm looking for people in the twin cities (Minneapolis/ St. Paul) that would like to meet up and discuss your customer success programs. I'm feeling all alone out here, and I'm sure there are others in the area who feel the same! Join the Meet Up I started and let's chat! [url=http://www.meetup.com/Twin-Cities-SaaS-y-Success-Advocates/]http://www.meetup.com/Twin-Cities-SaaS-y-Success-Advocates/[/url]
Hi everyone, I am looking to come up with appropriate targets/ranges for the service now metric in my organization's current scorecard in the Customer 360. We are unsure of the best way to define high risk, at risk, moderate risk, low risk, and no risk based on the number of service now tickets and types of service now tickets we've imported into Gainsight. I came across the article below: [url=https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/Cost%20per%20Ticket.pdf]https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%20Articles/Cost%20per%20Ticke...[/url] What is best practice for defining targets based on service now data and how that impacts the overall health score? Thanks, Jasmine
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?
My role, and our org, are relatively new to the Gainsight world. We're going through and consolidating CTA Types and CTA Reasons to use. My main question revolves around how detailed should we start out with CTA Reasons? For example, we have Risk, Lifecycle, Objective, Opportunity and Event as our CTA Types. We could have a reason for Engagement Risk (customer has not engaged in a lengthy period of time) and Engagement Opportunity (regular follow up with Customer) - I know these are very high level examples. Any recommendations for breaking down Reasons into Risk/Opportunities as well, or keep them high level as that will be specified within the Type? Thanks!
[b][i]Tales of Groc: the Customer Success Caveman[/i][/b] [b][i][/i][/b]Installations of [i][b]Tales of Groc[/b][/i] will be released bi-weekly[b][i] [/i][/b] [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 [b]Tales of Groc, the Customer Success Caveman.[/b] [b][u]Chapter 1: Blindside Churns[/u][/b] Groc arrived at the office bleary-eyed. His 6-month old cavebaby had been crying all night. He’d had a thin breakfast of squirrel and pine nuts and he had a mountain of EBR prep to get done. As he
In customer success, it is important to comprehensively understand your customers to ensure personalized and impactful interactions. To embark on the journey towards increasing the customer-facing team's impact, let’s start defining your default customer 360 (C360) views.Imagine having a basic C360 that serves as a centralized hub, organizing key customer data and applications your team utilizes for effective customer management. This workflow allows you to move toward a deeper understanding of your customer's needs, preferences, and pain points.While the initial phase may signify the beginning of a 360 view, its impact is far from insignificant. Organizing vital customer data within the C360 gives you a medium level of visibility, facilitating quick access to information that drives actionable insights. Consider the following questions as you begin setting these up:Do you regularly need to access data from various tools or systems? Are insights effectively organized within a single vi
Last week I attended the Gainsight's webinar, “Digital Customer Success - The Secrets to Delivering a Human-First Experience” and could not have been more excited to see the emphasis on Community as one of the key aspects of digital success. Loved hearing Lane Holt, Tori Jeffcoat and Seth Wylie share their thoughts!Key takeaways as a Community pro -Community shouldn’t be treated as a silo - Instead assess where along the customer journey that Community is a natural touchpoint. Integrating Community into your product, your website and your content helps support the human connection.Relevancy is key to any digital success strategy - Saying you want to give customers what they want, where, when they want it is one thing, but thoughtful personalization requires understanding actual journeys, touchpoints and content that supports a human-first experience is the only way to be successful.And lastly, one that I love especially -Start small and experiment. There’s all kinds of ways to meet yo
I'm trying to set up a report to get a snapshot of a Customer's Scorecard when they decide to cancel (we store this date of cancellation at the Customer level). Is there a way to set up a report to track these over time? Does anyone have a good example of what they use for this? Thanks!!
I'm curious if other folks have been thinking ahead about what topics they're hoping to dig into at Pulse 2017. I just got approval to attend, and have a hit-list of aspects of customer success that we're bringing extra focus to this year, and that I'd love to dive into head-first in Oakland: [list=1] [*][b]Live Customer Training [/b]How do organizations make boring ol' knowledge transfer into an invigorating customer experience, an exciting job for our trainers, and effective at getting customers not just to [i]understand the product but to [i]use the product? [*][b]Customer Learning [/b]What have organizations done to establish a coordinated strategy of educating customers across many media (email campaigns, live training, documentation, in-app guides, etc.), with a consistent voice and style t'boot? [*][b]Customer Project Management [/b]How formal is too formal? Especially during launch, but also during other parts of the customer journey, what are the components of a
Hello Team,Below is the use case:Customer wants to send heads-up email to the CSM to let them know that their Accounts would be receiving a survey mail the very next day.So in Heads-up email, the to “address” is selected as “Sender Email address” and few values in that field are in Opt-out because of which the entire record is getting failed and no survey email is also sent to the Accounts.Customer wants to send survey email to the Accounts irrespective of the opt-out preferences of the sender email in Heads-up email(even though the CSM is opted out). Can this be possible. Thanks & Regards,Srikanth
Copilot: Creating a power list using a list of contacts attended training via Go To Training with survey
Question - [list] [*]Best way to create a powerlist on contacts that attend a Go To Meeting Training. [*]To be able to send a survey to those users via copilot and have their responses tracked under their associated accounts.[/list] Scenario - [list=1] [*]User registers to our training and this information is stored in Go To Training. [*]Once the GTT is completed a list of attended and not attended recipients with their email and company name spits out. [*]Currently this is sitting in GTT and occasionally for analysis this is exported in excel or shared on google drive.[/list] Im trying to start a convo on best practices for scenarios like this or how GS internally has a process of having a webinar with attendees they send surveys to and track the responses. Or any other suggestions are more than welcome. This is our next big project on how best to utilise the amazing feature of Co-pilot and surveys the best way possible. Thanks Naquiyah
Is it possible to have Contact records displayed under the C360, so that our CS managers can log tasks under these contact records from Gainsight? We want our CS managers to use Gainsight only for this kind of work, but unsure if this is possible or not. Many thanks, Ana Costa
Does anyone have some examples and best practices of surveys that are built to customers to let us know insights about consulting engagements? I'm looking for generic examples of questions that can be asked to the customer to rate and provide insight about consulting engagement. I understand that these can be very specific to the company or product offerings but I'm currently looking to get some generic questions that can be asked Thanks ~Lokesh
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
Would like to be able to share the scorecard via a scheduled outreach for weekly reporting (via email) of customer health to internal stakeholders. Today, when creating a report for scorecard data - the values returned for scorecard are either 0-100 or hex color code.
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
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