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Previously, we explored the importance of defining a default customer 360 view. Now, we delve into - Accessing and updating CRM account records from Gainsight. By seamlessly integrating these two systems, you can optimize data management and empower your teams to make near-real-time updates.Imagine a world where your customer success teams can effortlessly access and update CRM account records directly from the C360. This workflow propels you from the initial phase to medium visibility, enabling efficient and informed decision-making.To create this visibility, leverage Gainsight's powerful connectors, rules engine, custom fields, and C360 capabilities. Let's explore the keys to success:CRM Connector: Integrate your CRM tool with Gainsight to pull key customer data into the C360. By centralizing customer information, you equip your teams with a holistic view of customer interactions, enabling them to deliver personalized experiences. Usage and Support Ticket Data: Gainsight's connectors
Hello everyone!I’m super thrilled to be kickstarting a new series here, ‘DCS Scoops’ - that will cover all things DCS, in small bite size pieces! 🙂 I’m hoping this can be the start to a long-term opportunity for all of us to share our experiences and learnings within different areas of DCS, to discuss and help each other out through this community! To launch this, I’ve got our long-standing community champion @yuniyal sharing:According to him, what makes Pooled CS so unique? Here are his top 3 unique traits of Pooled CS:Teamwork: the collaborative problem-solving approach makes it possible for each CSM to bring their unique idea to the table. Identifying trends: CSMs are able to easily identify the trends in customer enquiries and asks, since they handle a large book of business. Team of experts: Customers get the opportunity to work with a larger Pooled CS team who are equal experts. What other factors do you feel make Pooled CS so unique?You can share them here in the comments, or
If you’re looking to analyze the usage of Gainsight among your users, there are a few ways that this can be accomplished, and I wanted to share how we went about tackling this problem.Ultimately, we didn’t use the GS Asset Tracking object for our use case. We were less interested in the reports/dashboards being used, and more interested in the results we were expecting to see (the outputs, like Timeline activities and CTA movement). Business Impact: As a member of CS Ops, CS Leadership, & CS Systems, I want to understand how our users are adopting Gainsight and adhering to their expected usage of the platform.Description: Build a dashboard that outlines key indicators of adoption/usage:Log in frequency Logging activities to Timeline Acting upon created CTAs Updating CSM Sentiment in health scorecardThe dashboard answers questions such as… Logins Who are the top users based on logins? Top 10 Users This Month User Login History object, Count of Login Time and MAX of Login Time
Product-Led Growth (PLG) is a strategic approach that utilizes the product itself to drive customer acquisition, activation, retention, and growth of customers. Onboarding: Onboarding is a critical process aimed at helping new users become familiar with a product, understand its key features, and achieve their desired outcomes. A well-designed onboarding experience ensures a positive user experience, reduces churn, and sets the stage for long-term engagement and customer loyalty. Here is a list of things to consider for a new user onboardingWelcome and Account SetupThe onboarding process typically starts with a warm welcome message upon user registration or sign-up and helps them create a profile or account as per product requirements. Product Tour and Feature HighlightsProducts often provide a product tour or walkthrough to introduce users to the platform's key features and functionalities this can be achieved by interactive tutorials, tooltips, or guided tours. User Education and Re
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
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!
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
I'm thrilled to be speaking at Pulse for the first time, along with my colleague @JKucek, on driving engagement with Stakeholder Alignment! This topic is near and dear to my heart as I believe it is a key workflow that takes CS organizations from reactive to proactive.As a CSM, navigating political complexity and multiple stakeholders is par for the course. But as your customers change priorities and shift strategies (especially in today's economic climate), maintaining alignment with multiple executives and decision makers becomes paramount. In this session, you'll learn how to systemize your executive sponsorship approach, which ultimately impacts GRR.Be sure to mark your schedules and join us on Wednesday, May 17th at 2pm to learn the Why, What, Who, When and How of Stakeholder Alignment.This is the first time Gainsight has dedicated an entire track to CSMs and I couldn't be more excited to be a part of it. Looking forward to seeing everyone soon!
Gainsight PX is a product analytics and user engagement platform. Product mapping in Gainsight PX refers to the process of associating specific product features or elements with user behavior and analytics data. It helps in understanding how users interact with different parts of a product, enabling product teams to identify usage patterns, track user engagement, and make data-driven decisions to improve the product's performance and user experience. By mapping product features, Gainsight PX allows businesses to gain valuable insights into user behavior and optimize their product based on those insights.Here are some best practices to consider:Define your goals: Clearly articulate the objectives you want to achieve by mapping your product in Gainsight PX. This will help you focus on the specific user actions and metrics that align with your goals. Identify key events: Identify the crucial user actions or events within your product that you want to track. These could include onboarding
Digital hub serves as a central platform for businesses to connect, engage, and support their customers in the digital realm. It plays a crucial role in driving digital customer success by providing a seamless and personalized customer experience.How does DH enhance DCS? Self-Service Resources and Knowledge Base: By providing a comprehensive knowledge base and self-service resources within the digital hub, customers can find answers to their questions independently. Product Education and Onboarding: An intuitive digital hub with clear documentation, interactive tutorials, and user-friendly guides facilitates customer onboarding. Quality interactions: Digital Hub can help in reducing cadence by providing a centralized platform that offers easily accessible information, resources, and self-service capabilities. Enhanced Customer Experience: A well designed Digital Hub provides customers with an engaging experience, which can improve customer satisfaction and build customer loyalty.In c
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
It’s been said many times before that Chrome is the best browser to use now days for its security, ease of use, and speed. But the real reason I love Gainsight on Chrome is because of the extensions!The most interesting admin in the world!Chrome extensions are small apps that are built to sit on top of Chrome and extend its functionality. They typically serve a small single purpose like ad blocking, password protection, or to easily schedule a Zoom meeting within Google Calendar. They are distributed through the Chrome Web Store and all go through a full review process by Google.Why I love extensions is because you can customize Chrome to better suit your needs in administering Gainsight. And best of all, you never have to leave Chrome and open another app. Here’s my favorite Chrome extensions that I hope will make your life as a Gainsight admin easier as well. Salesforce Colored FaviconsIf you work in Gainsight on SFDC and/or work in multiple Salesforce environments because you also
Email Assist users in my org are having a difficult time seeing the email history within an email chain as the Gainsight Banner prevents this from being viewed. Once a previous email has been logged to timeline is there a way to get rid of that banner so that the email conversation is visible?
Implementing a trial experience for your product? Here are a few best practices to optimize the process:Gather Relevant User Information: When users sign up or even after, ensure you ask the right questions such as their user role and desired outcomes from your product. This data can be used for effective user segmentation in PX to tailor their trial experience. Create a Structured Onboarding Journey: Develop a content calendar or onboarding journey that aligns with the user's usage and journey during the trial phase. Provide guides, tutorials, and well-crafted email content to educate and engage users, helping them navigate your product effectively. Utilize Product Mapper in PX: Map out your product features and identify the key "aha" moments using the product mapper in PX. This will give you valuable insights into user usage patterns and behaviors, enabling you to optimize the trial experience. Showcase Value and Personalize Onboarding: Throughout the user journey, highlight t
We are now a week away from when most of us will be descending upon San Francisco for this year’s Pulse!🔥Looking forward to sharing on Wednesday @4:15PT about key elements of EBRs that have proven successful in garnering Executive Alignment, Valuable Dialogue in the EBR Setting, and an unforgettable Experience for your external and internal Customers that will have them all looking forward to the next time you want to get the band back together to talk business.
Building a seamless digital onboarding experience for your customers is a complex undertaking, often presenting challenges and requiring careful planning. At Pulse US 2023, Gainsight’s own, Tyler McNally and Harshita Banka shared invaluable insights on establishing the foundations of digital customer success. Their talk emphasized the iterative nature of creating an exceptional onboarding experience, reminding us that even Rome wasn't built in a day.At Gainsight, we are actively developing a Digital Onboarding experience for our latest product line, Digital Hub. Before diving into the building process, we find it crucial to complete a thorough discovery phase. Engaging with relevant stakeholders and fostering collaboration enables us to deploy digital touchpoints more effectively.For this project, in particular, we asked our stakeholders, three vital questions: What features of the product provide the most value?Understanding which features of our product provide the most value is esse
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! 😎
Building relationships is not about transactions, it’s about connections. - Michelle Tillis Lederman The renewal experience is important when it comes to keeping our customers happy and making our business grow. So, it's crucial that your team stays in touch with the right people involved in the process to make sure those renewals go smoothly. One great way to do that is by setting up a system to check and confirm who the key stakeholders are. This way, we can reach out to them directly, have more personalized conversations, and increase our chances of successful renewals. When we know who the key stakeholders are we are able to build connections.Before diving into how to set up checks and balances, it's important to understand your organization's renewal process and identify who is typically involved. Answering the following discovery questions will help you:What does your renewal process entail? What stages and touch points are involved Who are the typical stakeholders involved? Who
“A good first impression can work wonders.” - J.K. Rowlings. The first experience with your team and product sets the tone for the entire customer journey. This is your chance to provide your first point of value. Do you miss this opportunity? You might be asking “How do I ensure every time an opportunity closes the customer receives a welcome email? That seems like a lot of work for my team.” You’re right. It can be a lot of work for your team if you’re manually triggering each welcome email. One of the first places to start scaling your customer lifecycle is the Welcome experience. Below, I’ve outlined a few things to consider when you begin your welcome email. A step-by-step guide to implementing an automated Welcome Email:1. Segmentation and Target Audience:Define the customer segmentation and target audience for the welcome email. This should align to the decision with onboarding strategy and customer personas. When segmenting customers, consider their unique needs and collaborat
The GameChanger Awards are designed to celebrate the Gainsight customers that never stop challenging the status quo when it comes to customer success and experience. All Gainsight customers were eligible to apply for the 2023 awards. The winners were decided by a panel of judges based on their quantitative and qualitative results/stories. The winners Digital Customer Success Disrupter Award: @Jbarker from Alteryx, Samsara, and SAP Concur won the Digital Customer Success Disrupter award. These champions of efficiency combine the strengths of digital experiences and human expertise to power healthy customer life cycles at scale. They don’t just think about success for a few customers, they set out to accomplish success for all customers. As a result, their companies reap the rewards of stronger adoption and customer retention. Transformation Leader Award: Mike Dover, VP of Customer Success at Certinia (formerly FinancialForce), is the winner of the Transformational Leader award which
Scenario - If you are having a dedicated team of CSMs (Pooled CS team) responsible for handling the long tail customers or small to medium business, that comprises of 100-400 customers and the CSM to account ratio is 1:50 (approx),What’s your strategy to;track engagement of such customers? maintain contacts hygiene?Let’s brainstorm and share ideas in the comment section below👇🏻
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!
Hello! Going to be my first time speaking at Pulse and its a little nerve racking 😛, I heard once that feeling nervous and excited are similar and if that’s the case I am VERY EXCITED!!Thankfully I’m passionate about digitalization and I’ve got our CCO Nikki Bishop by my side to share the stage with. We experience digitalization constantly; whether at self-checkout in the grocery store or ordering your niece’s birthday present from amazon. The reality is, the world is moving to digital - and in the world of customer success where scaling is top of mind, how do we incorporate a digital touch into our workflows while continuing to drive customer value and satisfaction? Over the last year, Gainsight has enabled Seeq to move forward in the digitalization of our customer journey to drive scalability, consistency, and ROI. Join this session to hear our methodology, learnings, and next steps as we continue to improve this process for our customers.Seeq is globalization analytics at an ente
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
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!
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