Share Industry Knowledge
Share and learn industry best practices based on specific job functions
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
Launch/Implementation Scorecard Best Practices
Hi there, We're currently exploring the idea of creating a Scorecard 2.0 to measure and track client health during the implementation stage of our customer lifecycle. Once a client has been fully implemented, we would then move them over to our standard client scorecard. Does anyone have any suggestions or best practices for the types of metrics we should consider using? Here are a couple metrics that come to mind: [list] [*]CSM/IM Sentiment (manually set) [*]Overdue? (determined by implementation playbook) [*]Number of overdue tasks (determined by implementation playbook) [*]Delivery Issues (timeline activities)[/list]Curious to hear about what other people have done in this area. Thanks!
Configure formula field to calculate Anniversary dates(every 6 months)
In the below document, I have explained how to calculate the every 6th month anniversary dates and store in a separate field so that we use it to send surveys( whenever you wants to send NPS survey who completed 6 months), use it in rules and reports wherever required. Since I am creating a formula field in Sfdc and bringing it into Gainsight, this work-around will be applicable only customers on salesforce platform Calculate the anniversary dates(every 6 months)
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! 🎵
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
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.
All things Social with Pulse 2022Blog
In-person or virtual, you can always join the #Pulse2022 (USA) and #PulseEU (EU) conversation by Join the Community  Download the App  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.
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
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
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?
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
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
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
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
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
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
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
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
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