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Getting started in Digital CS

1 day ago

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Share Industry Knowledge

Share Industry Knowledge

Share and learn industry best practices based on specific job functions

650 Posts

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jawTeam Captain

asked in Customer Success Inspiration

Tracking Client Sentiment Over Time Versus Point in Time

Hi there, As part of linking timeline to the health scorecard, i'd like to get a better understanding as to why capturing the client sentiment over time (which in turn produces an average score that summarizes the overall client relationship) is a best practice instead of capturing a "point-in-time" sentiment. Is there evidence based research on the topic of Customer Sentiment Analysis that either argues for or against a point in time metric. Thank you in advance, Jasmine

3 years ago

sethGainsight Employee: ACE

posted in Customer Success Inspiration

Churn analysis for digital-led programs (CS Ops Meetup Presentation)

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in January 2022 about churn analysis. Alana Stoltzfus of Okta kicked us off with a presentation and Q&A session. Here’s the recording!

1 year ago

heather_hansenGrand Slammer

asked in Customer Success Inspiration

Moving from SFDC to NXT

Hoping to get an idea on how much change management/retraining you had to do for your teams if you moved from SFDC to NXT. Anyone willing to share what to expect? Thanks!

1 year ago

RajBRegistered User

asked in Customer Success Inspiration

revathimenonGainsight Community Manager

published in All About Pulse

Pulse Party Photo Album - pictures, videos and messages

🔥This is your go-to space for that 1 epic Pulse Party🔥 Please use this space to save all the fun moments -- enjoyable, blurry, candid, posed - however you like it! 📸 You could:Share a selfie in your party outfit Tell us something about your look for the party Add in a fun caption to the picture(s) Your posse posing the letters PULSE Compliment looks of others in the comments Show us some of your best moves at the party and more…💥 Some moves i personally recommend 💥 Let’s gooooo! 🪩🎵

2498

6 months ago

dan_ahrensACE

asked in Customer Success Inspiration

Your input needed - what should go in Timeline?

Hi Community! As we continue to develop capabilities around Timeline, we wanted to get your feedback on how you would like to use it in the future. Originally we designed Timeline in response to many customers who wanted a superior note taking tool. They were using systems like OneNote, Evernote and others and it just didn't meet the grade. So we built Timeline. One of our original goals was to provide a high quality repository of customer notes. Different than SFDC activity history, which logs everything and can get pretty noisy, Timeline would be cleaner and easier to find specific human interactions. But things evolve and we want to get your input. We've had some customers ask about having the ability to sync every CoPilot or Advanced Outreach email, CTAs, Milestones, NPS survey responses and even health scores to Timeline.  [b][i]What's your point of view? [/b] Should we keep Timeline as a view of human interactions only or would you want to drop automated, system g

4 years ago

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.

5 months ago

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.

5 months ago

sethGainsight Employee: ACE

posted in Customer Success Inspiration

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

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

1 year ago

lane_hGainsight Employee: MVP

posted in Customer Success Inspiration

Creating Office Hours for your Organization

Over the past couple weeks, I’ve received multiple questions about how to start or run Office Hours. This has become a key piece to our 1:many strategy here at Gainsight. We offer a few different types of Office Hours and each has a different outcome we’re helping to achieve.CSA Office Hours - These are geared towards Operations teams who have questions about how to do something technical in their instance. CSM Office Hours - The Digital First CS team holds these once a month and deep dive on a specific topic to drive awareness and adoption. PX Office hours - Each month the PX team covers a topic to drive adoption of parts of the platform.5 steps to getting started:Start with a small group of customers - This allows you to be more intimate setting as well as get rapid feedback on the program. As we rolled out our Office Hours, we started in our Pooled CS segment. Be aggressive with your invite - I don’t mean to invite the same person multiple times. However, since you’re starting sma

10 months ago

KatLeongGainsight Employee: Shoshin

published in All About Pulse

Speak at Pulse 2023!

Want to hit the stage at Pulse 2023 taking place May 17-18, 2023 in San Francisco?! Speaker nominations are now open - submit your topics today!

2422

2 months ago

samantha_braastadShoshin

asked in Customer Success Inspiration

Now that you can customize your Timeline Activity types, what additional activity types are others using?

The latest release now gives the Admin the ability to create custom Timeline Activity types. Our CSM's are heavily leveraging the Timeline feature but we are struggling to determine what level of detail we go into for differentiating the types of activities that are logged. Anyone have thoughts on what has worked well when creating these custom activity types? 

3 years ago

sethGainsight Employee: ACE

posted in Customer Success Inspiration

November 2022 CS Ops Newsletter

Subscribe to this monthly newsletter here! Hi there,I’ve recently had a surge in questions about the ‘right’ investment in CS Ops. Welcome to budget season! I respect that it’s a tricky challenge. You’re not buying more of the same ol’ stuff. It’s more nuanced: you’re investing to unlock access to a more sophisticated version of your CS team.(Also recently, I’ve had entirely too much fun with DALL-E, generating AI art.) So, if you’re taking stock of your CS Ops spend, I have two north stars to offer: (1) What’s everyone else investing?Data from 2021 says:A ratio of CSM:CS Ops of 12:1. This comes from a Gainsight survey of 60+ companies with at least one CS Ops role. 61% of companies have CS Ops, which was triple the rate of the previous year. Average CS Ops spend = 3% of CS spend (middle two quartiles ranged from 1% to 7%). This comes from a Gainsight and RevOps Squared report, based on a survey of 350 companies. For example, Gainsight’s CS Ops team is called “Ops & Scale”, and is

4 months ago

jgalvanShoshin

posted in Customer Success Inspiration

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

1 year ago

thunzikerRegistered User

posted in Customer Success Inspiration

Low-Touch (Pooled CSM) Model

Let’s revisit the low-touch, pooled CS model. What’s working, what’s not? Would love to chat with fellow CS leaders in regards to how you successfully rolled this out.

9 hours ago

danielleallwoodGainsight Employee: Rookie

posted in All About Pulse

Pulse USA/EU: Gainsight's CS Ops Mentor Program

We’re so glad you’re here! A little over a year ago at Pulse, Gainsight announced the CS Ops Mentor Program just for CS Ops Professionals, whether you were looking to land a role, just getting your feet wet at 6 months in, or experienced! Since then, in Gainsight’s community alone we have had over 3,000 people from all sorts of CS roles reply with interest and start conversations, and 293 mentees, 25 mentors, and 152 who don’t mind either, sign up for the Program. If you missed it, don’t fret! This year at Pulse there’s a big chance the best minds will also be a part of our growing CS Ops community. CS Ops Mentor Program for new and experienced CS Ops Professionals:Mentors can expand your network, build coaching and people skills, while reinforcing your knowledge on subject matters and offering mentees a different perspective. By the way, signing up is easy and free. “I have mentored dozens of people in my career and it has made me better at what I do. Teaching is the best way to trul

4 months ago

sethGainsight Employee: ACE

posted in Customer Success Inspiration

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

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 deckKathryn 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’t have a good

1 year ago

sleightonRegistered User

asked in Customer Success Inspiration

Risk management

Hi - we are still fairly new to Gainsight and I wanted to hear more about how we can manage risk effectively in G. Our current process is quite well mapped out and we have a good risk matrix, escalation process and weekly review in place. At the moment we were going to create a new timeline activity called risk and use this to drive our weekly meetings. Is this right.? I see on the Gainsight webinars that the healthscore card is used. ThanksSonia

2 years ago

lila_meyerGainsight Employee: Grand Slammer

posted in Customer Success Inspiration

Congratulations to the latest group of Gainsight Certified Admins!

Gainsight is so proud of all of our certified Gainsight Admins, and we wanted to give a shout out to the 43 individuals who passed the exam in the last quarter! 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. We’re also planning a live session later this month to answer all of your questions about our admin training and certification process, so stay tuned for an announcement!Kudos to all of the following Admins, for your brilliant work supporting and helping your CS teammates to scale, and rolling out new processes in Gainsight! You ROCK! Amazing work, Q4 certified Admins! @kyle johnson @bradleymcg @laura_powell @darkknight @harriseilenberg @Teetas @andy_buchan

2 years ago

lila_meyerGainsight Employee: Grand Slammer

posted in Customer Success Inspiration

Who should own upsells and renewals?

Generally, there are three options to manage the commercials of existing customers: ALL SALES: Sales Execs lead all commercial activity, while CSMs engage in non-commercial activities (mainly: driving outcomes, usage, and advocacy). UPSELLS vs. RENEWALS SPLIT: Sales Execs lead all new revenue activities (including upsells and cross-sells), while CSMs lead the management of existing commercial engagements, (i.e., renewals) alongside the non-commercial work. ALL CSM: Sales Execs drive sales to “new” customers only, while CSMs manage all commercial activities with existing customers (including both renewals and upsells/cross-sells). Click here to read more about the CS executive perspective that there are ONLY two (2) primary vectors that should influence this decision: The Length of the Sale Cycle The Type of the Upsell

8 months ago

rachana shastryRegistered User

published in Customer Success Inspiration

Who should the NPS survey be sent from ?

Survey Best Practice : who should be the sender of the NPS and the follow-up e-mail ? Customer is choosing between CEO and regional head of department . They did rule out having it come directly from the CSM.

2106

1 year ago

sethGainsight Employee: ACE

posted in Customer Success Inspiration

July 2022 CS Ops Newsletter

Subscribe to this monthly newsletter here! Hi there,I had three striking experiences recently, and a realization snapped into focus that's proving to be a daily touchstone for me. Here's what happened:I told a story. As part of Gainsight’s celebration of Pride, I wrote a blog post, Why I Keep Coming Out at Work. I merely talked about my life. I was taken aback, though, to get replies that went way beyond messages of support. People told me that my story was meaningful to them. They took something away from it. Our experiences communicate more truth than we realize. We ran a virtual roundtable to offer career coaching to Gainsight Level 1 Certified Associate Administrators. The greatest theme in the feedback survey was: “I want to hear what other admins have done.” (FYI, we’ve published the career stories of eight admins: Anita Beck, Kelly Nissl, Sagan Shirlin, and Katie Baker + Victoria Barry + Patrick McCrudden + Jessica Palmer + Ben Wanless.) When people have the opportunity, they

8 months ago

revathimenonGainsight Community Manager

published in All About Pulse

Who's attending Pulse 2022?

Pulse 2022 is just a few weeks away! Mere weeks, can you believe it? 😱Everyone we talk to about it is brimming with excitement. 🌟

2021

7 months ago

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