Share Industry Knowledge
Share and learn industry best practices based on specific job functions
[i]Geologists from Stanford University recently made an astounding discovery. Drilling core samples in Palo Alto, a thousand feet below Sand Hill Road, they discovered the fossils of an ancient civilization. They're excitement grew as excavation revealed a Neanderthal community with complex tools, written language, and a primitive subscription economy. [i]A paleo-forensic team pieced together the daily life of one adult Neanderthal that lived there 40,000 years ago. They've published his narrative below, and titled their work the Tales of Groc, the Customer Success Caveman.[i][b] [/b] [b]Previous chapter:[/b] Chapter 1: [url=https://community.gainsight.com/gainsight/topics/tales-of-groc-the-customer-success-caveman]https://community.gainsight.com/gainsight/topics/tales-of-groc-the-customer-success-caveman[/url] Groc had been an early employee at StoneHenjj. When he joined, they had just a few dozen customers using a very early version of their product, Cart 1.0. Mobile platf
As Customer Success teams look to demonstrate ROI, CSMs track new measures to demonstrate the value a Customer Success team creates. [b]What measures are you currently tracking to demonstrate ROI? What challenges have you faced that you would like others' input and insight on?[/b] [i]We'll be continuing the conversation below! Additionally, tune in to our weekly CSM led webinar on Wednesday June 8th @ 9am PST where we will be discussing this topic! [url=https://support.gainsight.com/hc/en-us/articles/207145967]Click here to register[/url].
Do your CSMs send out a notice in advance whenever they are going on vacation? If so, how have you managed to address the scale factor where CSMs manage 75-100 accounts or more? I would like to hear both from people who do send out advance notifications and those who don't. Trying to get a feel for what is common practice. Thanks in advance!
Hi all, I have a question. I am looking into upsells and trying to come up with some metrics to start to predict this for example in days. Like 'when a company signs, the implementation should ideally take 90 days for phase 1 and the first upsell can be expected after a xxx amount of days after signing the contract' . Now I am wondering what a good average amount of days is from the closing of the sale to the first upsell or cross sell,. Can anyone advice me or share best practices for them? Would be super appreciated. Thanks in advance! Best Martine
I am expanding our VoC program and attended a couple of great sessions at Pulse which provided good ideas. I would love to get more information on Gainsight's VoC operations......what that looks like, who participates, what tools are used, best practices.
We are trying to determine how to best connect social media advocates to the customer accounts in Gainsight. We have a few social tools right now, but they are not integrated into Gainsight. We'd prefer to have this closer to real time which would mean we most likely wouldn't be able to do uploads to MDA via the API. Has anyone leveraged Hootsuite or Spredfast or another social tool to integrate it into Gainsight? Or has suggestions on the best way to do this?
Hello! I wanted to see what thoughts people had on sending 1:Many outreaches out to customers that have chosen to 'opt out' of e-mail communications? I ask because these communications are going to provide valuable content around training and best practices, thus providing information that will not only benefit the customers' overall product experience but also their overall product/industry knowledge. Curious on what thoughts others had on this topic! Thanks, Melissa
We have been running for about 7 months with the same rules and calculations behind our 8 health measure that make up our total health score. After some analysis, we are working to do a major overhaul on two of our objective measures. Basically the logic and rules behind two of our 8 measures are going to change. Therefore, we have a "new" scoring system. We will be reviewing some reports and doing some tests on how the "new" way of scoring is going to impact our overall scoring across the customer base, but we are interested if in the c360 scorecard view, is there , will there be a marker or indication on the trend views of where we implemented a new scoring system or set of measures ? Can we add something so its easy to see that we made a significant change to our measuring system ? I believe we could add a milestone in each account , but we are looking for some indicator in the overall health trend detailed view ? thank
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?
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.
Hi team, Does anyone know of a way we can freeze a churned/will churn customer's health scorecard in Gainsight so that we can start reporting on trends? When a customer churns, we move them to the "Churned" Stage and our CSMs will close out the CTAs as Closed Risk to clear out the noise in their cockpit. Since our scorecard colors are driven by specific reason codes, once the CTA is closed, each measure will turn green the next day. This causes a problem for our churn analysis downstream. Any tips on how you can keep the cockpit clear but also keep a record of all of the risks identified in the customer account? BONUS question: We were also thinking of trying to find a way to operationalize "If a customer is in Churned Stage, then the Overall Health Score = RED (or black) or some really obvious color" Any tips on this? Thanks! Linda
[b][i]Tales of Groc: the Customer Success Caveman[/i][/b] [b][i][/i][/b]Installations of [i][b]Tales of Groc[/b][/i] will be released bi-weekly[b][i] [/i][/b] [i]Geologists from Stanford University recently made an astounding discovery. Drilling core samples in Palo Alto, a thousand feet below Sand Hill Road, they discovered the fossils of an ancient civilization. They're excitement grew as excavation revealed a Neanderthal community with complex tools, written language, and a primitive subscription economy. [i]A paleo-forensic team pieced together the daily life of one adult Neanderthal that lived there 40,000 years ago. They've published his narrative below, and titled their work the [b]Tales of Groc, the Customer Success Caveman.[/b] [b][u]Chapter 1: Blindside Churns[/u][/b] Groc arrived at the office bleary-eyed. His 6-month old cavebaby had been crying all night. He’d had a thin breakfast of squirrel and pine nuts and he had a mountain of EBR prep to get done. As he
Would like to be able to share the scorecard via a scheduled outreach for weekly reporting (via email) of customer health to internal stakeholders. Today, when creating a report for scorecard data - the values returned for scorecard are either 0-100 or hex color code.
Has anyone successfully written a report or built a CTA to fire when the Number of Contacts tracked in Sponsor Tracking is 0? We haven't solved for this one yet, mainly because Gainsight (and a lot of force.com, for that matter) cannot detect the absence of something. My leadership team wants to see how many customers have 0 tracked contacts, and then to fire a CTA when this occurs so it can be remediated.
We have a field that we're using to fire a CTA when the client doesn't hit a usage benchmark. That field is only populated for accounts where the benchmark isn't reached. I'm trying to write the CTA so that the CSM only gets the alert one time in a 30 day period. So, how do I prevent the CTA from firing again for an account where the CTA has been closed in the 30 day period?
We are going through the process of re-evaluating our NPS Program. I would love to hear how others here do NPS. Some of the areas I'm specifically looking for input on are: [list] [*]How do you create buy-in across your company to empower others to followup and create change for responses? [*]How many questions are on your NPS survey? [*]What processes do you have in place to ensure timely followup and follow-through on responses? [*]How do you increase your response rate?[/list]
We want to have as many scores set as possible on all our accounts. There are some instances where a field is blank or is not eligible yet, but we want a score. For example: Customer has never submitted an NPS or is too new to have cases. I tried setting the NPS score based on null value....no luck [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160229-101893-1kb75bm-Screen_Shot_2016-02-29_at_5-14-49_PM_inline.png[/img] Is there a way to do this? Otherwise, my backup is to add it to my rule that essentially defaults all the scores
From time to time, the response time of our Gainsight instance/solution is slow to respond. I dont have anything specific. But I was wondering if there are any best practices or guidance around the configuration of the Gainsight features and functions so that the general performance is at its best. For instance, we know not to search with more than 2 filters.
Hi, I am new to Gainsight and looking to get some information on how Customer Marketing teams can leverage the tool to keep the customers engaged and enhance the customer experience. We are using Marketo to run our Marketing initiatives and have it integrated with Gainsight. It would be helpful for us to know the best practices of using the integration and the value it provides. Any inputs on how you're using these tools together would be very helpful. We thought of running some campaigns like Client Onboarding, Cross-sell, Up-sell, product usage related, etc. from Marketo. Thanks, Shashank Sharma
We are a new GS customer and I need to introduce Gainsight to our internal CSMs next week. In order to gain buy-in and enthusiasm, I want to get at the "WIIFM." Does anyone have any ideas/thoughts about what's in it for a CSM who hasn't previously used a tool like Gainsight? A couple of benefits come to mind right off the top--automated messaging and playbooks, and at-a-glance customer health scores. What others can anyone add? I might be able to somehow leverage the idea of the 5 Pillars of Customer Success, but if I do I'll need to put them into simple terms to make the CSMs understand that Gainsight will make their jobs easier. Help, anyone?
I'm struggling to come up with a good solution for sending copilot emails in the right language in regions where there could be several different language possibilities. The best solution I can envision so far is pulling in mailing address info from SF then taking a best guess based on the primary language of the country in question. This poses two problems: - Data integrity from Salesforce (address is not always accurate) - Huge power list filter (for example I would essentially have to track every country we do business with that has Spanish as a primary language and make a rule that says "IF it's country A OR it's country B OR it's country C..." I could easily see it being 50 or more countries. I'm not even sure if the engine supports that many but even if it does it seems like a mess. Has anyone come up with a more elegant solution to a similar problem?
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