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625 Posts

andorfuhrer
Team Captain
andorfuhrerTeam Captain
asked in Customer Success Inspiration

Managing Customers Key Contacts

Hi Friends!   I know Gainsight utilizes the concept of associating their customers key contacts / roles with a persona.  Does anyone else utilize that methodology?  If so, I’d love to hear more!   Also curious if anyone has any best practices with: Collecting key customer roles Scaleability, if a CSM has about 200 accounts to manage, how do you collect all of these and make sure they are up to date every year  Hygiene to ensure we always have the most current contacts   Many Thanks! Andor

2
pope1chase
Shoshin
2 months ago
faelan_herriott
Shoshin
faelan_herriottShoshin
asked in Customer Success Inspiration

Does your company have a team dedicated to internal systems?

Hi everyone, We have recently moved to Zendesk to handle our support, Salesforce to handle Sales, Gainsight to handle Customer Success and Onboarding, and Acuity to handle training. We also use Pendo to collect Product info. Just wondering, for those folks out there that have several internal apps at play, do you have a team dedicated to the administration and implementation of these apps? Does your product or engineering team play a role given that coding is no longer required? We are considering have one person from each department handling admin and development of each app, but we feel that some sort of 'CRM Manager' who has oversight of internal systems might be necessary, for technical expertise, to keep cohesion and ensure best practice. Would be really interested to know how other companies are managing internal tools as I guess everyone is now moving away from in house solutions. Any insights or suggestions would be greatly appreciated! Thank you.

10
K
2 months ago
meenal_shukla
Gainsight Employee: MVP
meenal_shuklaGainsight Employee: MVP
posted in Customer Success Inspiration

How do people maintain contact hygiene?

Happy New Year, everyone! I would be really curious how other organizations keep up primary contact hygiene, in particular with tech touch models. As we work to automate more fully our SMB and long tail models, we struggle with having the most up to date contacts. I’d love any information/ideas/that you can share.  

5
meenal_shukla
Gainsight Employee: MVP
2 months ago
dshorter
Gainsight Employee: Shoshin
dshorterGainsight Employee: Shoshin
posted in Customer Success Inspiration

Webinar Recording: Risk Escalations: How To Configure and Implement a Weekly Business Review Process With Your Leadership Team

Missed our webinar last week on “Risk Escalations: How To Configure and Implement a Weekly Business Review Process With Your Leadership Team” You’re in luck, you can find the full recording here:   password: GainsightWebinar   This is a two-part webinar, where Easton Taylor, Regional Director of Client Outcomes, will first walk through how to run a cross-functional risk meeting and the workflow in Gainsight, followed by a live step-by-step configuration tutorial by Elliot Hullverson, Client Outcomes Manager.   

3
J
3 months ago
DougCaviness
Shoshin
DougCavinessShoshin
posted in Customer Success Inspiration

Does Community support Customer Success or is it just for Support ticket deflection?

Very interested to hear if/how B2B tech vendors are using Communities to support Customer Success, particularly at Digital Scale, vs. as a low cost means of deflecting Support tickets.

1
seth
Gainsight Employee: ACE
3 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in All About Pulse

CS Ops & Gainsight Admins at Pulse: Know-Before-You-Go!

If you’re in CS Ops or are a Gainsight Admin, here’s how to get the most out of Pulse!MEET VIRTUALLY, TO RAMP UP TO MEETING LIVEThe “All About Pulse” area is live for the ramp-up to Pulse. Speakers got things started by posting about their sessions, including in the CS Ops track. During Pulse, we’ll be directing attendees here to post their questions, reactions, and  ‘aha moments’. So, to get ready, create an account, put a pic and info in your profile, and post a comment about the one thing you most want to learn about this year. (This is the one area of Pulse that is open to people who have not purchased tickets.)TUESDAYPulse Academy Live (registration required) Gainsight 101: Gainsight Admin Foundations Gainsight Admin 200 Series Gainsight Admin Happy Hour 🍻 We’re thrilled to get admins together with the only other people in the world who can appreciate an elegant Bionic Query! Gainsight is providing drinks and appetizers. 5:30-8:30pm No registration required Black Hammer Brew

9
seth
Gainsight Employee: ACE
3 months ago
revathimenon
revathimenonGainsight Community Manager
posted in All About Pulse

All things Social with Pulse 2022Blog

In-person or virtual, you can always join the #Pulse2022 (USA) and #PulseEU (EU) conversation by[1] Join the Community [2] Download the App [3] Share on Social 🤝🏼 Register and participate in the ongoing threads in this All About Pulse space 📱Download the mobile app for an IRL experience of the event  iOS Android #️⃣ Use hashtag #Pulse2022 (US) or #PulseEU (EU) to share conversations with the world on Social media        See how @matthew_lind uses the app for a rich conference experience.The app is also available for the web. ---------------More at All About Pulse...🙌🏽🚨Choose the track of your choice and leave a question/comment anytime before, after or during any sessions.🚨Join all the catch-ups happening at Pulse. 

2
revathimenon
3 months ago
B
BoyleCCRegistered User
asked in Product Experience Best Practices

How to remove 'stage' options

Hello - I’m reasonably new to GS, and was simply wondering would someone be able to advise me how to remove stages so for talks sake: Launched, Adopting, Churn etc. How can I remove options in the stages?  Thank you in advance! 

2
anirbandutta
3 months ago
S
Snow Digital CSMRegistered User
asked in Product Experience Best Practices

Are we able to pull data on template usage by Playbook and see which CSM's used what templates during specific months

Are we able to pull data on template usage by Playbook and see which CSM's used what templates during specific months.My team has requested the template usage data per Playbook like the Success Plan view which are available and viewable within the dashboard.My question is: Is there something similar to viewing the Playbook template data in Gainsight?

0
S
3 months ago
sarahmiracle
All Star
sarahmiracleAll Star
asked in Customer Success Inspiration

NPS: one CTA per detractor response or one CTA per account with at least 1 detractor response?

What do you do? One CTA triggered per detractor NPS response, or one CTA triggered per account with at least one detractor response? I originally thought to only do one CTA per account, but I heard from others that following up with the specific detractor, and therefore doing 1 CTA per response, is another method.For context, we’ll be launching NPS to our admins only via JO email (not in product). 

3
matthew_lind
All Star
3 months ago
A
AngelaEcheverryRegistered User
asked in Customer Success Inspiration

Connecting calendly booked calls to CTAs based on JO trigger

Hello everyone,  I’m a newbie in Gainsight (Cx & Px), but as we learn more and try to fully implement we have crossed an issue that we can’t seem to solve with the available documentation. We are big on tracking productivity and of course engagement, so in our different JO programs we have both emails and in-product engagements that have the CSM calendly link. Now we are struggling to be able to connect the calls booked by our customers with the different messages as they might be in 2 JO programs at the same time.  Our only idea so far is to have a calendly link (8 by CSM), based on each program but then when we see this from the Px perspective we will face a limitation in the number of attributes we could link as we would have to create 8 attributes per CSM. I’d love to pick on the collective brain and see if someone has managed to solve the tracking the call that has been booked to the proper journey/CTA/Activity for reporting purposes. Thanks a lot and I’m super happy to see th

2
heather_hansen
ACE
3 months ago
tara
taraRegistered User
posted in Customer Success Inspiration

Pooled CSM Model

We are looking at instrumenting a Pooled CSM Model where a team of CSMs can respond to customers without being assigned to their account specifically. We are familiar with how to do this using Salesforce and creating a ticket queue with email integration, but want to know if we can do something like this in Gainsight. Has anyone done this before and/or explored this option?

10
thunziker
3 months ago
T
Tina O'sullivanRegistered User
asked in Product Experience Best Practices

How to include a list of customers with same email address but purchased different products in a journey, that can be sent different product instructions in separate emails?

We are targeting customers who have low adoption scores on specific products purchased in the same invoice with the same email address. Example:Number of  invoices: 1 Product: A AND B Participant: ABC Limited Email : ABC@ABC.COMGoal :Send adoption email with instructions of Product A Send another email with instructions of Product BChallenge: The participant list can only include 1 line with Product A OR B, the other one has been removed to failed Participant list with an error message ( Participant has met the advanced criteria )therefore missing out on the opportunity to send an email to the other product. Current Uniqueness Criteria :Invoice number Company name Product category Recipient email address  Expected result: ABC@ABC.COM will receive 2 emailsInstruction of A Instruction of B  

4
matthew_lind
All Star
3 months ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
posted in Customer Success Inspiration

Recording: Digital Led Onboarding (CS Ops Meetup Presentation)

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in September 2022 about digital led onboarding. Here’s what we learned! 🎞️️️️ Recording of key takeaways from each breakout room 📝 Note-taking slides from the breakout rooms Learn about these meetups in the future by signing up for the monthly CS Ops Newsletter.

0
lane_h
Gainsight Employee: MVP
3 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Inspiration

How to Measure CS Ops

These are the core tenets that I’ve picked up about how to measure the effectiveness of a CS Ops team. How do you measure your CS Ops team’s success?Team ThroughputIt starts with tracking simple CS Ops activity. You can use some metric like features deployed. Since a large portion of our CS Ops team uses sprints, we can show "points delivered". @kendra_mcclanahan (Gainsight’s Director of CS Ops) has even built mechanisms in Monday.com so that those points are compared against expected vs. actual, and are reported broken down by high-level strategic initiatives and major areas of run-the-business responsibilities.Leading Indicators of ImpactYou’ll then want to start to collect signs that your CS Ops team is actually starting to make a difference. For example, @jennifer_bruno (Gainsight’s leader of CS Enablement & Transformation) runs a survey of our CSMs about how enabled they feel, how useful our health scores are, and so on. She coordinates with the rest of CS Ops about what areas

2
seth
Gainsight Employee: ACE
3 months ago
T
Veteran Rookie
tracyhigginsyoungVeteran Rookie
asked in Product Experience Best Practices

Seismic Integration within Gainsight

Does anyone have experience with integrating Seismic into Gainsight?  I am envisioning a CSPM would be able to send Seismic resources to several contacts within an account in GS and have a report provided (within GS) as to which resources had been sent to which customers, when they opened it, etc.  Perhaps GS could “monitor” when the resource was viewed by the customer and create an automated CTA for CSPM with follow-up steps. 

2
Marwan
Shoshin
3 months ago
D
Shoshin
donnamcnamaraShoshin
asked in Customer Success Inspiration

Usage report for GS

Hello- I’ve seen some really old posts on this topic but nothing recent… I’ve been asked to report out on internal usage of our GS platform. They log into it via SF so I’m not sure if I can get logins / week - any suggestions or help on what to pull for this type of report would be helpful. TIA!

3
matthew_lind
All Star
4 months ago
revathimenon
revathimenonGainsight Community Manager
published in All About Pulse

Pulse FOMO? Access all sessions here.

Pulse FOMO?We get it. 🤝🏻Unlock access to the Pulse Library and catch up on everything you missed!💥 Head to Pulse Library 💥 

2992
lila_meyer
Gainsight Employee: Grand Slammer
4 months ago
mary_taylor
Team Captain
mary_taylorTeam Captain
asked in Product Experience Best Practices

What HTML tags work when creating the CTA Comments through a rule

I am creating CTAs through a rule and would like the CTA comments field to be nicely formatted.How do I get a new line?  I’ve tried <p>, <br>  and I’ve tried ordered and unordered lists but none of these render properly, the html is stripped out.So I put a period at the start of a new line to preserver the space, and this looks horrible. How should I be including blank lines in the CTA Comments?

2
mary_taylor
Team Captain
4 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Inspiration

September 2022 CS Ops Newsletter

Subscribe to this monthly newsletter here!  Hi there,I spent alarmingly little time in the breakout sessions at Pulse. Instead, I was running around the Moscone Center, reaping the results of my questionable decisions. (Would you plan to host a 3-hour happy hour, then a breakfast roundtable at 7am the next day? Would you mind writing down your answer and mailing it to me 3 months ago?) That said, I could not be more glad that I spent my time crafting conversation spaces for CS Ops people. Feedback from conversation participants included:“One of my favorite and most valuable pieces of the entire conference” “This is an incredible event” “Ultimately found the community and human connections I was missing” “Most valuable time of the entire event. Incredible discussion, connecting with strong, talented peers, and tons of actionable insights & ideas.”Each of these quotes comes from a different CS Ops conversation event. Random CS Ops people were asked to prepare nothing, and then given

0
seth
Gainsight Employee: ACE
4 months ago
matthew_lind
All Star
matthew_lindAll Star
posted in Customer Success Inspiration

Customer Journey Mapping Template?

Who has a great template or tool for mapping out a customer journey?We’re documenting our current journey and making design plans for the future state. While I could cook something up quickly in the Google docs infrastructure, I’d much rather leverage the expertise and experience of the community for something proven.

3
matthew_lind
All Star
4 months ago
Tammi Dooley
Gainsight Employee: Shoshin
Tammi DooleyGainsight Employee: Shoshin
published in All About Pulse

TRACK: DESIGNING CUSTOMER JOURNEYS THAT DRIVE OUTCOMESBlog

Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Designing Customer Journeys that Drive Outcomes'. What did you find the most inspiring?DescriptionUnderstanding your customers and creating a connected user experience are key to delivering the outcomes your customers desire. In this track, our speakers will share tangible strategies that blend human touch and digital touch approaches that deliver value at every stage of the customer journey.

2919
sarahmiracle
All Star
4 months ago
CBarber2022
CBarber2022Registered User
posted in Product Experience Best Practices

Government Vertical

Hello fellow Gainsters … I am the Director of Customer Success at a software development company that works with a very niche customer base - the state and county government space. Fresh off of the heals of Pulse 2022, I am recharged in getting integrated into the Gainsight community to learn and ideate. I would love to connect with fellow Gainsters who work in the government space. There is a lot of similarity between B2B and B2G (Business to Government), but there is likely the same amount of difference and with that, I would love to chat about what is working for others in the government space nd what is not. I would love to share the successes we have experienced as well and also where have tripped, fallen and had to get up and dust ourselves off.  

7
slee
Gainsight Employee: Rookie
4 months ago
katie_b
Champion
katie_bChampion
asked in Customer Success Inspiration

Gainsight Instance Ongoing Maintenance

Has anyone developed an ongoing maintenance plan for their Gainsight instance they’d be willing to share? We went through our SFDC->NXT transition this Spring and it just reiterated how quickly old reports/dashboards/rules, etc. can build up in our instance. Now that we’ve ‘started fresh’ we’re trying to figure out the best way to keep our instance clean by setting up a more formal weekly/monthly/quarterly/annual maintenance schedule. Even if you don’t have this established today, what would you want to include?

2
bradley
Grand Slammer
4 months ago
sarahmiracle
All Star
sarahmiracleAll Star
posted in Customer Success Inspiration

Pulse Roundtable: Adoption & Enablement of Gainsight

At Pulse, small roundtable discussions were hosted on various topics for the CS Ops community, and I hosted a roundtable about Gainsight Adoption and Enablement with about 8 other CS Ops professionals! We wanted to share our key takeaways from the discussion to the broader Gainsight Community -- below you’ll find the topics and notes from the conversation.Timeline Adoption Create a Last Contact Date or Last Engagement Date field on the Company object to give managers and CSMs visibility on customers that haven't been reached out to in awhile (or whose Timeline haven't been updated...!) Leaderboard for Timeline entries logged, by segment. Shared in a public-facing email or newsletter. Drive "gamification" of Timeline logging CSM Manager/Leadership Adoption Identify a GS stakeholder from this group to partner with you on GS initiatives and releases, so they can support you with enabling the ICs on the team and getting buy-in from other CSM Managers Create 1:1 Dashboards and Team Dashb

1
matthew_lind
All Star
4 months ago

Welcome back

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