Share Industry Knowledge
Share and learn industry best practices based on specific job functions
Win Free Live PX Training by Sharing What You Love about PX
New Instructor-Led PX Training Starts Feb. 14thThis Valentine’s Day we’re kicking off new virtual instructor-led training on PX! We encourage newer PX users to join us for live hands-on training, where you’ll get to practice building in-app Engagements, configure a Knowledge Center Bot for onboarding your new customers, and explore PX Analytics. There are 3 classes delivered over the course of 3 days. Register now with the code px-iloveyou-15 and receive 15% off!Contest Details - Win a Free Ticket to TrainingOr, just for fun, here’s how to win a free seat in the training! Comment here about something specific that you love about Gainsight PX by eod on Feb. 8th. For every comment, I’ll enter your name into a drawing, and then choose a name (or maybe 2 or 3 😊) on Feb. 9th! I’ll get us started…I love how easy PX makes it to communicate with users directly in my application! We use PX on Gainsight University and our Pulse+ training platform to share new courses, provide users with a way t
How to add fields to the MDA Company Standard Object
A very common question I get from customers is how to add fields to the MDA Company standard object. I'm hoping this video will help clarify the steps involved. Please feel free to add any questions/comments below! [video]https://player.vimeo.com/video/258339549[/video]
Is there a search configuration so that searching for a customer using a partial name succeeds ?
For example, Account/Customer name is "One Big Account" if you search on "Big" , there are no search results. But if you search on "One" , the account is found. Is that a current limitation of the search function, or is there a place to configure search to be a little "smarter/forgiving" ?
Sponsor Tracking - Details of changed included in CTA
We have a rule that creates a CTA when there is a change to a sponsor (Title, Location or Company). The details of the change, ChangedAttribute NewValue and OldValue are captured in the tracking history. However, I need to include this information on the CTA so the rep know what changed. How can this be done?
Tracking Customer Interactions in Salesforce and Mapping to Gainsight?
I'd like guidance on how others have their CSMs track interactions with customers (emails, phone calls, meetings, etc.) in Salesforce and how they map these interactions in Gainsight using milestones or other reporting. Our team does not have a current standard on how to track customer interactions in Salesforce which is frustrating to our Sales team and as I roll out a clear standard of how we are going to use Salesforce to show visibility into our interaction with customers, I'd appreciate guidance on how other Gainsight customers do this. Thanks in advance for your help!
Congratulations, to our newly certified Admins from February!
Gainsight is proud to announce our newest group of certified Gainsight Admins! In February, 11 individuals passed the exam! Will YOU be next?! Earning the certification represents a lot of hard work learning the ins and outs of Gainsight’s CS application! Typically, we recommend Admins take our free introductory elearning, followed by our instructor-led hands on courses, and then dig in with practical on-the-job experience before attempting the exam. If you’d like to learn more about the certification, click here. Hearty congratulations and welcome to the distinguished rank of certified Admins! We couldn’t be prouder!! @ Rebecca Fittro@jlicciardello@mpr@kleasure@hillarydj@alma_ramos@ray_roohparvar_faea94@jamie_anderson@andorfuhrer@sam_saunders@andy_roy
TRACK: SCALING MASSIVELY WITH DIGITAL ENGAGEMENTBlog
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Scaling Massively with Digital Engagement'. What did you find the most inspiring?DescriptionDigital-first is the preferred way that most customers want to engage, and digital engagement is the only way to ensure no customers are ever ignored. Learn from customer success, product, and community experts on the best strategies to engage your customers and your community in personalized yet highly scalable ways.
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.
If you have a pooled CS team / 1:many team - what is their job title and the manager or the team's job title?
Hello! We have a team of “pooled CSMs” that operate in a 1:many model. If you also have this model at your organization, what do you call this role, and what do you call the manager of this team? Do you simply call them “CSMs” and “Manager of Client Success”, or something else? Thanks for contributing!
Tracking Customer Sentiment via Support Interactions
We are looking to track [b]Customer Sentiment[/b] on a more regular, ongoing basis and use this as part of our health score. [b]Currently[/b]: CSMs will choose red/amber/green manually upon gauging customers' likelihood to renew on each interaction (e.g. EBR, Escalation etc). The score will go stale after 30 days as CSMs should be interacting with each customer at least once monthly. [b]Ideally[/b]: Every time a customer interacts with support, we can also track the sentiment of the call. This would aggregate and we could show rolling averages which could be used to update the health score and create risk/expansion CTAs. We send out a CSAT after email/chat/phone support cases but this has a very low response rate so isn't particularly reliable. Is there a more effective way of tracking customer sentiment and do you ask the customer to record this or the support agent?
Which apps are Gainsight customers using to visualize your customers' organizational charts and maps?
I am wondering which apps are being used by GS customers to visualize your customers' org charts and maps? There are a few to choose from in the AppExchange, OrgChartPlus from SalesMethods being one: [url=https://appexchange.salesforce.com/listingDetail?listingId=a0N30000004fjGWEAY]https://appexchange.salesforce.com/listingDetail?listingId=a0N30000004fjGWEAY[/url]. But is there anything native in GS? I don't think Relationships is intended for this.
ROI of Success Plans
We are about to roll out Success Plans to our CS org and there's understandably some reservations from our CSMs because they're being asked to do more work without much reward. Does anyone have any real-life stories from their CS teams where they realized some tangible ROI/reward from having to do success plans with their customers?
Adoption: What are best practices?
Hey fellow CS Camps, Question for ya. We are struggling with proving our adoption rate. We feel every use case is different so we need to keep a million scores to see what adoption really is and then we will only have it per customer. Sound familiar? My question to you, how do you do it? Do you have one percentage that that you say when you are being asked: what is your adoption rate? And how do you calculate it? Next step is, what is a good percentage? We are struggling with this. Would be absolutely awesome to hear your best practices! Thanks so much in advance! Martine
Success Plan Example
We have used Gainsight for a few months primarily focusing on Timeline and our CSM dashboard. We are now creating our approach for success planning. Prior to finalizing our template and having CSMs leverage this functionality, we want to have a success plan example to share with CSMs that demonstrates a focus on a customer’s time-based goals and measurable outcomes. Does anyone have a success plan example they are willing to share? Thanks!!
Trying to determine how to staff for onboarding.
We are in the final stages of choosing a CSM solution and Gainsight is on the short list. I am trying to think through how we might want to staff for onboarding - dedicate an internal resource full time, hire externally, etc. Would be very interested to hear how others have approach this and whether in retrospect would have done it any differently. TIA!
How does your internal CSM team get notified about survey responses?
We want to have the CSM of an account notified when a contact within an account completes a survey (a full survey, not just one answer to a question and not exclusive to NPS items/responses). Is this possible, and if so, would we use CoPilot to send an internal email to the CSM? Moreover, if we do use CoPilot to do this, what would the source object be when deriving the list of contacts from either SFDC or MDA?
Best practices for handling admin requests
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
Business Review - Tracking Best Practices
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
Executive licenses and the ability to view data in read only mode
It would be nice to have an Executive license that is read only so they can see Timeline, Success Plans, Health Score for each customer. I know we have the option to share Success Plans via a link but this is not sustainable when I need an executive to see every customer's Success Plan as I would have to go to EVERY customer and physically click share and do that for each Executive as well. In the same fashion it would be nice to expose Timeline too.
Assign CTA to queue/pool
We are rolling Gainsight out for our Client Services org (after deploying Account Management) and bumped into a limitation: we have some accounts which do not have an assigned client success rep. We need to assign CTAs to a queue/pool of employees, and then manually push the CTAs. More than one person will be dispatching the CTAs, so assigning to a designated manager does not seem to work. Gainsight also cannot create cases (we use cases instead of activities for client success work). Did anyone deal with a similar scenario; are there any workarounds?
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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