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@mstollenwerk created this wonderful deck to show how end users lives change in Gainsight with NXT. Great to share it with the team and build excitement over NXT upgrades.

Why NXT? An end user perspective

Jacob.ClarkeGainsight Community new member

Is it possible to add salesforce cases into the c360 view with full viewer access to status, subject, details, dates, ect?

Adding Salesforce Cases into the C360 view

asked in Product Experience Best Practices

roslinepeterGainsight Community new member

Microsoft Office error

I don’t know how to get rid of this issue or repair my Pc , getting few error codes or error message while accessing Microsoft Office applications. with my computer or laptop I have an issue while using Microsoft Office applications like Word, PowerPoint, Outlook.

SaurabhGainsight Community new member

What is Customer Success in brief?Ans :- CS = CO + CX (Customer Success equals Customer Outcomes plus Customer Experiences)“Customer Success encompasses two core ingredients - getting your customers to the outcome they’re looking for with a great experience.”--Bhaskara Reddy S

Customer Success in Brief

narayanan_sTeam Captain

Do any one have suggestion on how to override navigation to access low volume mda records directly as URL but not via C360/R360 sections?

How to navigate to the low volume custom mda without accessing c360 or r360 but with direct URL

andreammeldeGolden Ruler

We are reworking our tracking for Business Reviews and are trying to find the best approach. In the past, we have done CTAs and used playbooks to track actions and when a SBR occurred and one was planned. This process fell off and many of the CSMs feel that CTAs are cumbersome ways of tracking. It has been proposed to rely on Timeline Entries and custom fields for the next SBR planned, but that causes gaps for reporting especially in the “planned SBRs and exception reporting” . Below are the needs we have - anyone implement a process that has worked well for their org? Here are our needs:Completed SBR's (a custom field on Timeline to indicate if it was the actual SBR vs prep/ meeting or a CTA with a custom field of the date) Planned SBR's (A custom field on company that CSM updates, but I can see this getting very outdated quickly and difficult on reporting since it would be overwritten each time a new one happens. Also difficult bc if cannot tie to the Timeline entry. CTA would be ope

Business Review - Tracking Best Practices

meenal_shuklaGainsight Employee: MVP

Can people share how are their renewal managers are comp’ed? What are the levers? What is bonus/ variable component?

Compensation question for renewal managers

SrikanthGainsight Employee: Rookie

Hello Team,We received lot of requests from multiple customers that they could see a good amount of delay in loading the Home screen in Gainsight NXT.Can we improve the performance and reduce the time taken to load. Thanks & Regards,Srikanth

Can we improve the performance(page load time) of Home screen?

asked in Product Experience Best Practices

KmwadhwaniGainsight Community new member

Do we have any way to integrate Gainsight with outlook to read, modify and add new account and/or contact with Outlook?

We would like to view, add and remove contact via Outlook, do we have any way in GS to perform this?if not possible today or any plan for future?

published in Customer Success Best Practices

JyothsnaGainsight Employee: Rookie

Journey Orchestrator- multiple links tracking

Hi Admins! Would you be interested in learning how to track each link exactly when there are multiple links in the email sent? If yes, go through the below content to crack it. Example: Below is the renewal email that we are sending to the customers with three options to select from: As you could see in the screenshot, if a user selects option3 the CSM has to reach out to the customer, regarding the renewal discussion. So after sending the above email, we need to exactly track which link did the user click out of the three links and if the user had clicked the third link, the CTA has to be triggered to the respective CSM to reach out their customer for renewal discussion.. Right now, in JO conditional wait we only have flexibility to track whether The customer has opened the email Clicked any link after opening the email But we do not have information about exactly which link is clicked when there are multiple links in the same email template. This is the same even though enabl

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lila_meyerGainsight Employee: Grand Slammer

The training team at Gainsight is continuously updating and creating new eLearning courses for Gainsight Admins and End Users (aka, CSMs). Here’s a roundup from the last several months - and all of these courses are free and available on demand!For Gainsight Admins:CX Center SFDC Connector - NXT Sally the AI Bot - NXT Surveys - NXT Success Plans - NXT Journey Orchestrator - NXT Cockpit Configuration - NXT Segments - NXT (for use in JO Programs) Timeline - NXT Rules Engine User Management (including newer licenses & permission bundles) For CSMs: Using Email Templates Across Gainsight Sally the AI Bot Success Plans - NXT Gainsight Home - NXT CX Center We’re also running our live Admin hands-on training classes one more time in December, so grab your spot before they fill up!

New and Updated Free Product Training - Nov 2021

lila_meyerGainsight Employee: Grand Slammer

Congratulations to everyone who earned an Admin certificate in October! For those of you that earn a cert in November, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge! This helps us build awareness and recognition in the market for Gainsight Admin skills, experience, and certification. For everyone that shares their badge by Nov. 29, I’ll put your names in a hat, and pull out 3 winners!In Oct., we certified 7 Gainsight NXT Admins (Level 3):@sagan_sherlin@mark_walseth@mindym@beclie@erik_chase Rebecca CoppleAndré RaposoVictoria Brown7 people got Level 2 Reports & Dashboards certified:@heather_hansen@pele@sagan_sherlin@mightylud @pmccrudden@justin_neal @DanaK@london.legrandAllie Ludowissi And, we also certified 16 Associate Admins (Level 1):@sonya_azevedoSally DerianMalgorzata (Gosia) RiosRichard OrnaJamar DicksonOlivia Foerste@vmbowen@katieb@linny75@ricky_wright Stefan KozovskiLaura SponhourMegan BauerMegan Mahu

Congratulations to all of our Admin Certificate Earners in October!

saraheadieGainsight Community new member

Does anyone have helpful guides, articles or trainings that they used to drive Gainsight NXT adoption with their CSC team?

Guides, Training, and Articles to Drive CSM Adoption

published in Product Experience Best Practices

spencer_engelMVP

CSM Pooled Model Documentation

Hi everyone! CSM pooled models (a.k.a. round robin CTA assignments) have been quite the hot topic lately with more and more customers looking for scalable ways to manage their long tail of customers. I know @jean.nairon and others have posted about this concept previously, and so I wanted to share a detailed solution, complete with thorough documentation and a video example from a dev org. Please note that this is meant to be a base foundation for a CSM pooled model, so you may well need to add more nuanced configuration to your own. I’m here to help with any questions or feedback! First, let’s start with the prerequisites. Queue CSM (string) - Purpose is to denote whether a CSM belongs in the pooled model. Manually update from Administration > User Management, and enter “Yes” if they are a Queue CSM. Otherwise leave blank. Queue Next Up Number (number) - This is updated via rule(s) that you have in place for pooled CSM CTAs. In addition to the action of creating a CTA, there

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posted in Product Experience Best Practices

kdameraGainsight Employee: Rookie

GS Home filter criteria

Hi Team, A suggestion from a customer is to include the locking ability for the filters used in the GS Home. Currently we are using the GS Home, and allowing the CSMs to customize the filters based on their preferences. Is it possible to do so? Otherwise, customer says this will cause a compliance issue within their organization. Thanks,Kiran DL1 Support

posted in Product Experience Best Practices

mark_deeganGainsight Rookie

CSM Round Robin Assignment

There’s been a bit of back and forth on this topic for a number of years now - Heres a potential solution What’s changed recently within Gainsight is the release of Real Time Rules which is made this a little bit easier The below logic allows us to allocate CSMs to a Company Object based on the Oldest CSM Assignment First things first, We need to create a High Volume Object to Store the CSM Assignments In this example, we are going to assume that there are two types of CSM, Customer Success ManagersSenior Customer Success Managers We are also going to assume that there are three possible regions USEMEAAPAC We are looking to assign CSMs in the same region as a customer in a round robin fashion based on the CSM Region matching the Customer Region and The CSM role matching the Managed By Field in the Company Object Creating the User Assignment Table The Only New Table that we will need for this is a CSM Assignment Table The CSM Assignment table will have the following fields: CSM GSID

sethGainsight Employee: ACE

Our monthly meet-up group about the CS Ops of Digital-Led CS has discussed what it takes to map the customer journey, but that’s different than what belongs in a customer journey. We got 50 digital-led leaders and strategists together on October 20, 2021 to dig into this question.Kathryn Perkins, Senior Director of Customer Success Programs & Journey at Planview, kicked us off by presenting the case that “onboarding”, “QBR”, etc. belong in your engagement model, but do not belong in your journey. Presentation and Q&A (audio) Slide deck (see attached, below)Kathryn referred to the concepts of “PIMO” and “LAER”, which are described here: https://www.tsia.com/blog/changing-engagement-modelsThen, participants went into breakout rooms to talk through their successes, stumbling blocks, and ideas. After-Breakout DebriefHere are a few more of their most valuable takeaways, in their own words:For me, I realized that in our unmanaged group (low ARR group, high tech touch) we actually don

What goes in a customer journey? (CS Ops Meet-Up Key Takeaways)

sethGainsight Employee: ACE

When creating a digital-led customer success program, you quickly realize that the information that a given customer needs will depend on what they’re trying to do with your tool. Capturing (and then acting on!) a customer’s intended business outcomes is straightforward for an enterprise CSM who’s able to have in-depth conversations (even if it’s a lot of work). The tactics are not so straightforward for digital-led CS.On September 20, 2021, 40 digital-led CS leaders got together to dig into the topic in small group discussions. These were their most valuable takeaways, in their own words:Handing off goalsIt’s challenging to collect outcomes as a part of the sales process - CSMs end up asking the same questions again, which isn’t a great customer experience Translating outcomes collected from sales process to success in a digital way Capturing the right business outcome in presales that aligns with the intended outcome vs customer expectation during adoption Capture outcomes at the clo

Tracking Customer Goals at Scale (CS Ops Meet-Up Key Takeaways)

sethGainsight Employee: ACE

Everyone I’ve spoken to who has a CS Ops team is grateful to have them, but that’s different than explicitly defining and even measuring the value of CS Ops. 80 CS Ops leaders got together to discuss the topic, which kicked off with a presentation (view recording) from Jeff Heckler, describing a commission program he stood up for CS Ops team members at Pipedrive. (Talk about aligning CS Ops value to $$$!)In breakout groups following Jeff’s session, folks talked through the topics in more detail, and then shared these key takeaways, in their own words:Defining the Purpose/Value of CS OpsOrchestrating journey of customer through data, consistency through methodology of process CS Ops is the CSM for CSMs CS Ops is both process / efficiency as well as data to drive value and action To give the team some space to take a look at the bigger picture and plan/mitigate expected risks CS Ops provides resources, training, processes to maximize CSM time to engage with customer and bring more revenu

Key Takeaways from CS Ops Meet-Up about the Value of CS Ops

elliot_hullversonGainsight Employee: Rookie

This is a great report to add to your renewal dashboards and/ or Risk Escalation Dashboard. Step 1: Go to Administration → Data Management and add a field to the company object called “Days Until Renewal” you’ll want to make this a formula field within the MDA object Step 2: Once you’ve tested and saved step 1, you’ll then want to go to report builder and use the company object as your data source. “Sum of Score” is located under the + Current Score Look up as the“score field” and you’ll want to click on the widget icon to update the “aggregrate” to sum. In the by section you’ll be including “Account Name” & “Label” field from the Current score look up, and make sure to SAVE the report Step 3: when you initially “run” the report you’ll come back with some funky colors labeled “red, yellow, Green” in order to update the color scheme you’ll want to go back to the “report repository” and in the 3 dots in right corner click on “custom colors”. Search for the “scoring scheme Def

Renewal Report based on health & days until renewal

elliot_hullversonGainsight Employee: Rookie

Renewal Report based on health & days until renewal

jgalvanGainsight Rookie

I’m gearing up to launch Gainsight for our CSMs and I want to have a system in place for them to ask for assistance, request changes, and submit ideas. Some things about the team: -I’m the only Gainsight Admin and I sit on the CS team -We’re a smallish team (30ish) -We’re all remote (even outside of COVID-19) -We have a ticketing system that they are used to using -We have a Gainsight Slack channel -They are relatively new to the tool and might have difficulty deciding whether their request is actually tech support, a preference, or an idea that needs to be evaluated I’ve decided against using the ticketing system since it implies a quick resolution when something might be an idea we don’t want to implement. However, I still want to capture their ideas and monitor the next steps we took. I’ve decided that I’d like them to submit their request via a form that captures their responses in a spreadsheet. I can then take the spreadsheet and evaluate requests with my governance committee and

Best practices for handling admin requests

lila_meyerGainsight Employee: Grand Slammer

School’s back in session!! Kudos to everyone who earned an Admin certificate in September! Last month we also launched our first practical Level 2 exam on Reports & Dashboards! You can read more about that here. Next up, we’re working on a practical exam for Journey Orchestrator & Dashboards.For folks that earned a cert in September, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge! This helps us build awareness and recognition in the market for Gainsight Admin skills, experience, and certification. If you earned your certification in September and you’ve already shared your badge on LI, you can still win. For everyone that shares their badge by Oct. 22, I’ll put your names in a hat, and pull out 3 winners! In Sept., we certified 5 Gainsight NXT Admins (Level 3):@kayladushanek Michael WaynerDwayne FernandesWyatt Farino@lgriessel Thanks to those who helped beta test our new topic-specific Level 2 Reports &am

Congratulations to all of our Admin Certificate Earners in September!

meenal_shuklaGainsight Employee: MVP

We have some parity gaps between NXT and SFDC edition in terms of experience with Sales Console. If your team is accessing Gainsight through Sales Console, please hit like or respond with a comment so that we can understand how widespread is this use case. If you are managing a customer who is accessing Gainsight thru the console, please respond with your customer name in the comments. cc @meghamathur @shambhawi @easton_taylor

Are you a Gainsight SFDC edition customer who is using Sales Console to access Gainsight?

sisom01Shoshin

Hi, so I’m new to Gainsight and have a Newbie question about surveys - Is there a way to have a sub-section for a question? (For example, question 1 is the standard likelihood to recommend, with question 1b being “what one thing could we do to improve that score”?

NPS Survey newbie question