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Webinar Recording: Day in the Life of a Gainsight Enterprise CSM- April 2023
Missed our webinar on the Day in the Life of a CSM “How a Gainsight CSM uses Gainsight to support enterprise customers to drive ROI, mitigate risks and collaborate with sales to identify new opportunities”. You’re in luck! You can find the recording and slides below. If you have any questions please thread them below! 💻 Slides
Let’s talk All About Pulse on Community!
Who’s fired up for Pulse this year?We are already counting down the days to Pulse, which means I’m channeling my inner Taylor and am ready to celebrate.This year is extra special since we are also celebrating 10 years of Pulse. Join us at an online party over the next couple months here on our GameChanger community! More details in the video below👇🏽, so get ready to make some incredible memories together! 🕺 You can register here, & I can’t wait to see you all May 17-18!
CS Leader Zone - Keep CSMs Up to Date with Journey Orchestrator Email Logging
Hello There!As a CS leader, you understand the importance of keeping your team in sync with their clients' needs and expectations. One way to achieve this is by ensuring that all communication with the client is documented and easily accessible.Gainsight's Journey Orchestrator feature now makes this even easier by logging emails sent through the platform into the timeline as an activity.But the real question is why exactly do we need to have emails logged to the timeline and how is this really helping? Here are key highlights on why this feature really excites and makes sense for the CS leaders: Increased Visibility and TransparencyWith all emails sent through Journey Orchestrator being logged in the timeline, CSMs can easily track the communication history with clients. This helps them stay on top of their clients' needs and be in sync with all the information their client is receiving. Improved collaboration and alignmentCSMs can quickly access the timeline to see what communicatio
CS Leader Zone - Gainsight's Latest Success Snapshot Upgrade - Top Takeaways!
Hello CS Leaders,Gainsight’s Success Snapshot empowers the CS team to create data driven and visually compelling presentations for customer meetings.However, it all starts with a simple evaluation of where you are and where CS leaders want to be with their scalable customer presentation strategy. Here are a few pointers that CS leaders look into on a regular basis to keep their outcomes paramount. Check recent customer presentationsGet your team to share the last few EBRs / customer meeting presentations. This will help you with all information and components the team is currently sharing with the customers. List out Need-To-Have Data points and metricsLook for all the data points in those decks to analyse and figure out which one of those should really be part of the presentation. List out all the key components and data that stand out and should be part of all the future presentations. Aid with presentation templatesOnce you have a raw deck in your mind, help the team by putting t
CS Leader Zone - The power of CSQLs - Insights for CS Leaders
Hi CS Leaders, Customer Success Qualified Leads (CSQL) is a sophisticated feature available in your instance of Gainsight.Here are the best internal practices (rather much needed prerequisites) for engaging CSQLs efficiently. Define CSQLs for your business & Internal AlignmentConversation across the board with all teams like sales, marketing, operations & having them in agreement with this efficient source of pipeline generation. Incentivise & RecogniseBuild excitement and show off your team’s contributions to the pipeline.Validation and sense of impact goes a long way. Empower your teamsHave detailed and well defined processes in play, data points to capture, metrics to be shared. CSMs should be well informed on the benefits of capturing and transposing CSQLs correctly.The above details in place set up your strategy for the big wins in CS.Here is a quick demo on the CSQL flow, reports, results inside Gainsight. Why CS Leaders Should Care About CSQLs in Gainsight: (The
April 2023 CS Ops Newsletter
Subscribe to this monthly newsletter here! Hi [there], So, my last newsletter was the first week of November. Did I miss anything? Before the tech layoff wave, before SVB, before my first time getting Covid (then my rebound on Christmas Eve), before ChatGPT, ya know, happened… It feels like a lifetime ago that predictability was something we could claim to have. Do you feel that you’ve gotten your prediction skills back? Or maybe you’ve just pieced back together your sense that they ever existed? I mean, who can say what CS will look like in a year? Sorry, I didn't mean to send you into a nihilistic tailspin. On the contrary, you have trained for unpredictability. Do you remember that feeling from March & April 2020 of, "What on earth happens next?" In your day-to-day life, in the four walls of your home, the only possible answer was, "What's immediately in front of you." (Or, in the style of a Jeopardy answer: "What is Tiger King.") So, you know how to pick your way forward, on
Must-Have Skills for an Impactful CSM Team: Verified Outcomes & Success Plans
Hello! So excited to be attending my first live Pulse event AND making my speaker debut 🤓. This session is close to my CSM heart. It is essential that CSMs are able to showcase value to our customers throughout the customer journey that was promised during the sales cycle. In this session, I will be discussing the importance of identifying customer objectives/metrics to measure value and ultimately showcase ROI. What is a value realization program? CSM wins/highlights adopting value framework program How do we guide customers from the Outcome Hypothesis to a Verified Outcome? After this session, you will learn how to develop an Outcomes Hypothesis, drive and assess progress, and verify your customer’s desired outcomes. Can’t wait to see you there!
Harnessing the Power of Customer Success and Product Management Working Together
Thanks to the foresight and awareness of my colleague Margo Martin who leads the Customer Success team at Deltek and Deltek’s implementation of Gainsight PX I have gotten a front row seat to understanding the benefits of the Customer Success and Product Management teams working together closely. We have discovered that in a strong product and customer focused organization, the Customer Success and Product Management teams have a huge opportunity to create significant value by having a strong, synergistic relationship to help ensure customer loyalty and retention. As a result, I’ll be sharing the stage at Pulse with Margo Martin in our session titled Harnessing the Power of Customer Success and Product Management Working Together. In this session, you can hear about how Deltek's implementation of the Gainsight suite of tools has prompted and highlighted the importance of nurturing this relationship and why, how and what benefits we are seeing by having Customer Success and Product Mana
Improving Your Customer Experience With Journey Orchestrator and Sendoso Gift Sends
Maintaining a book of business can be challenging. Customer success teams often find themselves navigating rocky waters as the customer's experience has both crests and troughs throughout their journey. As your teams talk with customers they begin to decode where exactly on this journey the customer may be and what their overall sentiment is like, with the penultimate goal being to help customers maximize the crests and minimize the troughs.One great way to do this is to send customers gifts of appreciation or support when the time is right. For example, you could send a customer a Welcome Box to thank them for signing up and becoming part of your loyal customer base. Perhaps you may even want to send them a holiday gift, a gift at the time of their renewal, or better yet, a gift to celebrate their milestones (i.e - First X number of email sends, their tool going live, etc.).It doesn’t have to just be about their company’s relationship either. It may be specific to your primary point o
Measuring Engagement Impact - Intake Process
Hello PX-ers! Pop Quiz: When should you start thinking of measuring the impact of your in app engagements? A: Before your engagements even go live! I find too many users aren’t thinking about how to measure their engagement’s impact until after it has been running. They then have to make changes to put things in place for measurement and they lose valuable insights on impact in the beginning weeks. To Quote Benjamin Franklin- “If you fail to plan, you are planning to fail!” Hot Tip 🔥: Create an Engagement Intake Process and ensure measurement is included. If you create a process for planning an engagement, you can add elements important for measurement as a step and ensure they are included from the start. Below is an example of a checklist to go through before creating and launching any engagement. This will match your plan to the configuration needed for measurement in PX. Planning Questions: Who is the intended audience? (persona, previous usage and what stage?) Do you have
Pulse Makes History
I joined Gainsight in mid 2014 and my first Pulse was in May 2015 -- so not quite ten years for me but getting close! The 2015 event was in one of the coolest -- and, as it turns out, coldest -- Pulse venues of all time. We took over some warehouses on a pier in San Francisco…....and converted them into a baseball-themed celebration of all things Customer Success. The most memorable thing for many attendees was the Taylor Swift impersonator -- who some people thought was not an impersonator at all! Our customers delivered in the obligatory music parodyFor me the most memorable thing was the opportunity to introduce the world to the first step in the journey of Digital Customer Success, When I first joined the company I spent a lot of time talking to CS leaders and came to understand a huge gap -- they had no way to reach their customers at scale. We build the world’f first automated engagement tool for Customer Success. We called it Gainsight CoPilot and we unveiled it at Pulse 20
Two Ways to Execute Digital Onboarding Programs
Hello Gainsight Community!In our recent Digital CS webinars, we’ve seen questions over and over again around how digital onboarding can help improve existing onboarding programs, and I wanted to start a conversation on a few ways that digital tactics can be leveraged if you are getting started setting up your own digital-led onboarding program! Usually, ‘digital’ onboarding comes up when customer-facing teams realize they are facing delays in product activation and adoption (usually tied to a slow TTV). And often the delays here are associated with slow responses - customers who don’t schedule an onboarding call, or where it takes days (or weeks!) to even get in touch post-purchase. Where digital can help here is streamlining onboarding communications - and making it easier for customers to take needed actions quickly when they are in-product.So, if you are considering ways to fast-track onboarding, here’s two tactics/capabilities you can leverage to get started: ✅ In-app communication
Your Community is a Product -- Come hear WHY at Pulse 2023
👋 Hi, I’m new here, but I’m very active over on InSpired, the customer community for Insided by Gainsight. I’m excited to attend Pulse for the first time this year and honored to present in the community track. In my session, I’ll be sharing my POV that B2B and B2C communities are products and that they benefit from leveraging product management principles that strengthen your strategy and scale your community operations. Learn about Jobs-to-be-Done, the Product Canvas, and other techniques I have used to unlock the ability to scale via community, even as a team of one. Level up Your Community Strategy and Operations with Product Management Principles11:30 AM-12:15 PM on May 17About me: More than a decade in community management leadership positions in the tech industry, including communities related to SAP, Google Cloud, and (currently) Unqork.
Speaking about Operations & Enablement: The Power Duo for Customer Success
Looking forward to discussing one of my favourite topics: why and how CS Operations & Enablement working effectively together is the key to a successful Gainsight environment. Technology is only as good as the enablement behind it. As Gainsight Admins & CS Ops professionals, we need to think like Product Managers. Before building something as simple as a report or a dashboard, let alone editing the 360 views of our customers, we need to ask ourselves: how are my end users going to gain value out of this? Not only that, but how easily will they gain that value?In our world, we often think about things like story points or level of effort, but we need to add two more factors into this: level of impact and ease of adoption.Then, we work backwards from that enablement. In this session, we’ll dive into the actionable tactics you can bring back to your development process to prioritize the user experience and a strong partnership with CS enablement.About Me: by day, I’m the Senior Ma
Pulse Speakers for inSided and PX on Connecting People Leaders in a Virtual-First World
Helllloooo Pulse Party People! Last year, I attended my very first Pulse conference, and I remember walking away having learned SO much. I can’t wait to see what new and innovative information I will be leaving with this year!In our session, my Product Marketing counterpart Mike and I will talk through some of the core foundations that we use at Sequoia to keep our Grove Community a flourishing, people-led community.We will share examples of our learnings over the course of (nearly) 2 years of having an online community for our clients, and how we are working to seamlessly integrate Gainsight PX with our inSided platform.Looking forward to sharing our knowledge, networking with other client, community, and product folks, and hopefully taking back some innovative ideas and strategies to keep building!See you all next month! 😎
Working towards my own decade of Pulse
I’ve been at every Pulse since 2016, so this will be my eighth. There’s really no experience like it, so in honor of Pulse’s 10th year, I took a nostalgic trip into the depths of my photo library...When I walked into my first opening keynote, I remember my primary reaction was WHAT IS HAPPENING That year, I also received a Sally Award (a precursor to the GameChanger Awards), which was a delight, though I remember did not fit easily in my very very full carry-on.The next year had a rockin’ theme of the 90’s, and then Vanilla Ice took the stage and I remember thinking WHAT IS HAPPENINGThat was a great year for music. Pulse had a party on an aircraft carrier with a cover band. (I also remember that the snacks included Pop-Tarts. That memory -- it’s fond.)I took the photo below at Pulse 2018, on my 36th birthday, a Monday. I had taken the long, early-morning flight from Boston that morning, coming to Pulse as a presenter (CS Ops presentation theme = Julia Child 👩🍳 ), as a recipient of a
Come Join Me- Creating Exceptional Experiences and building advocates within your customer base.
I am honored to be speaking at Pulse 2023, come and join me for my CSM workshop! Are you ready to take your Customer Success to the next level?Join us for an exciting presentation on "Creating exceptional experiences and building advocates within your customer base."Discover the secrets to listening to your customers and delivering exceptional experiences that will turn them into raving fans.I’ll show you how to close-the-loop and take action on customer feedback to drive satisfaction and loyalty.And that's not all – I’ll also reveal how to mobilize your promoters and turn them into advocates who will spread the word about your brand. Get ready to revolutionize your customer success skills and build a base of loyal advocates – all with the help of Gainsight’s expert tips and tricks.Don't miss out on this must-see presentation! If you have any questions, feel free to ask me in the comments below!
Small-Group Admin Coaching at Pulse 2023 - Limited spots!
For Gainsight Administrators attending Pulse 2023 in San Francisco, we're recreating this massively successful event that we launched for the first time last year!You’ll come away with customized, tactical coaching from an expert admin. Plus, you'll meet fellow admins who you can feel comfortable connecting with in the future. Six experienced admins -- hand-picked members of our CS Ops Product Council -- will each host a roundtable.Each roundtable is limited to five participants so that the conversation can be intimate and in-depth. Registration is required to secure your seat.You can attend just one roundtable. Several will happen during the same lunch block, plus we want to maximize the number of admins who have access to this opportunity. Topic Admin Host Roles and Responsibilities of a CS Ops team Angela Domenichelli@angela_domenichelli Creating an Action Oriented Health Scorecard to Prevent Churn and Predict Growth Kristina Holbrook@KristinaH Gainsight Adopt
Not Just a Check-in! Key Elements to a Strategic Cadence Call
Absolutely THRILLED to be speaking at Pulse for the very first time 😅I’m talking about the importance of the often much neglected cadence call. This is all about bringing your A game every single day as you work with customers (not just on those Business Reviews, not just just when you need to combat a risk, and certainly not just right before renewal!) and making a consistent habit of building structure and value into your calls. You will walk away from this session with some practical tips and habits that you can start taking action on right away to position yourself as a strategic advisor and assure you earn that partner, not vendor designation with your customers. I cannot wait to see you all there in May! 🔥Meet the Speaker!
A+ Advocacy: How To Build Processes That Celebrate Your Customers and Your Brand
Hey y’all! This will be my first in-person Pulse, but I am SO-FREAKING-PUMPED™ to be speaking about a topic I’m particularly passionate about: Advocacy 💜. Advocacy is one of the most underrated metrics in CS, but one of the most important for helping your company build its presence and meet its goals. With the proper approach, advocacy not only celebrates your customers, but also drives NRR and New Sales. Be sure to mark your schedules and join me to learn:Key indicators your Adopter is ready to be an Advocate What I consider an “Advocacy Event” How we built partnerships throughout the organization to rally around Advocacy How we built every process into Gainsight for collaboration and measurement, at scaleTLDR: Advocacy is a magic relationship strengthener and brand builder - and when done well, it leads your customers to excel in their own career paths (making you the hero and your company the beneficary). Outside of NRR, it’s one of the key metrics my department tracks on a weekly
The Customer Success Role is Changing, are YOU keeping up?
All my Customer Success Managers out there have been through a LOT in the last 6 months. Anyone sensing more risk in their business? Getting hit with surprise churns, tougher renewals? Having to take on more accounts? The reality is, times are a changin’ and the customer success role as a value driver is now a non negotiable. On Tuesday April 25th I will be hosting a session that dives into how I use Gainsight to manage my book of business as an Enterprise CSM to be a proactive, strategic value driver for my 25 clients. Registration info below. How have you had to step up your game in the last 6 months?For me it’s been staying much closer to key decision makers at my clients to understand how they define value and not solely defining value from admin users.Let me know how it’s been for you, in the comments below! Register here
FAQs for Pulse 2023 & a special discount code!!
Good Afternoon everyone!!🙂Hope you are all gearing up for Pulse & getting excited for a jam packed 2 days in Moscone next month.🔥 We can’t wait to see you, and I just wanted to take an opportunity to highlight our Pulse FAQs for any doubts you’ve got!I also wanted to share a discount code for anyone who doesn’t yet have their ticket!! Today is the last day of our Early Bird Pricing before the price increases tomorrow.The code PULSE_RALLY will give you 35% off any ticket type!! Please let me know below if you have any Pulse event related questions I can help with!
Digital Campaigns - Metrics to define success?
Before I post the question on which I would want CS enthusiasts to brainstorm on, I would like to thank all the folks who joined the Crank Up Webinar last week. I truly value your participation there! 😊 Now, let’s brainstorm 😇 on the question that I asked during the session; Let me kick start the discussion. Below are some of the points that I would consider;Tracking feature adoption pre and post campaign - Pull usage data and track the percentage change in adoption Leveraging surveys for campaign - Rather than sending just a JO email to the customers, attach a survey question to it. This will help in understanding if campaign emails are being read by the customers or not Best Practices requests - If there’s an increase in number of best practices requests from customers regarding the feature we started the campaign on, this is again a successI could be right or wrong about the points I shared but I am open for thoughts. During the session a few of the participants did answer this
Meet Our Pulse Academy Live Instructors!
The Gainsight team is looking forward to seeing many of our Community members at our US Pulse conference and Pulse Academy Live on May 16th. I’m happy to introduce you to the instructors who are leading the 4 different product training tracks: Gainsight Admin 101, Gainsight Admin 200, Gainsight PX 101, and Getting the Most from Gainsight for End Users. You can preview the agendas here. And, use the coupon PULSE_RALLY to take 35% off your PAL and Pulse tickets! Gainsight Admin 101 with Brian Holmes @bholmes Gainsight Admin 200 with Jeff Boyer and Stacey George @jeffrey_boyer @sgeorge Gainsight PX 101 with Lisa Mirth@lisa.mirth Getting the Most from Gainsight with Jen Holtmann @jholtmann
Improving Your Gainsight ROI: 3 Common Customer Success Gaps
Are you achieving the Return on Investment (ROI) that you set out to achieve when you initially purchased Gainsight? Ryan Tillison, senior consultant with nCloud Integrators, discusses the process of identifying opportunities for improvement and outlines three common areas where Customer Success gaps are common: Value Realization, Consistent Lifecycle Delivery, and User Adoption Trends. Read the full article online. #CustomerSuccess #CustomerSupport #Gainsight #CustomerExperience #nCloudIntegrators #CSM #CustomerJourney #CustomerEngagement #nCloud #GainsightAdministration #DigitalCS #TechTouch #SupportExperience #SupportLogichttps://www.ncloudintegrators.com/post/improving-your-gainsight-roi-3-common-customer-success-gaps
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