Share Industry Knowledge
Share and learn industry best practices based on specific job functions
During The Power of Working Better Together with Gainsight PX+CS webinar, we discussed PX+CS use case maturity, reviewed tangible exercises to help Product and Customer Success teams develop strategic PX+CS use cases, and highlighted the amazing things that can be done with PX+CS integration for various types of pricing models. Missed our webinar? You’re in luck! You can find the recording below. And check out this Gainsight University course to learn more about building your PX+CS strategy (team exercises included).
When strategizing the best way to use Gainsight PX and CS together, it can be difficult to decide where to start. Both Gainsight PX and CS offer a number of benefits to various teams and when putting the two together, the possibilities are endless (and potentially overwhelming)! A suggestion when implementing a PX+CS use case is to first consider your pricing model, or as Jerry Maguire would say, “Show me the money!” Most SaaS customers generate revenue by charging per user/license or by feature utilization.User-Based In a User/License based pricing model, customers are charged by the number “seats” sold per organization. Take Gainsight as an example. Gainsight CS is sold to customers in terms of the number of licenses purchased and Gainsight PX determines the price per customer based on the number of monthly active users (MAUs). In these scenarios, it is important to track the number of users logging into the product to understand health and risk, as well as to measure growth of use
I’d like to know if there is a way in Gainsight Assist be able to identify parent vs. child records and when multiple records exist with the same name under parent and child. When documenting to the timeline via Gainsight assist CSMs can't identify which record is the parent and which one is the child, if both records have the same name. I was wondering if there is a way to filter parent and child records, so that when the CSM documents to the Timeline via Gainsight Assist they are assured to be logging under the correct record.Would anyone know if this is possible, or has a similar experience? Cheers, Ana
📚 Excited to announce the release of my new book! 🎉 "Gainsight: Governance Guide" where I explore two of my professional passions: Customers Success and Data Governance. Get ready to dive into a world of CS that will leave you inspired and enlightened. Join me in this literary adventure, available now on Amazon. #NewBook #customersuccess #datagovernance #csms https://a.co/d/6k8scfk
Hey Everyone! I cannot wait to get to SF for Pulse and I am especially excited to be participating in this CSM-led track! 🚀Often times when we discuss Customer Experience (CX) and Outcomes (CO) here at Gainsight, we’re speaking about measuring CO with our DEAR framework and the correlations with Net Revenue Retention📈We might also talk about measuring CX with NPS or ‘closing the loop.’ All very important- but we’re only scratching the surface, missing out on an important discussion around how inspiring orienting our work around CO and CX can be! 🤩For my session, I wanted to dig into how we can use the CX + CO framework to add context and purpose to the entire breadth of work that a CSM does (What’s-in-it-for-CSM, so to speak). In my track, we’ll coverHow gathering outcomes at all levels of the business and numerous points in the customer journey makes for easier renewals and drives expansion 📊 Why prioritizing a Human-First approach is crucial for excellent CX 🌞 How the Gainsigh
That’s right, it’s that time again! I know, we can’t quite believe it either. However, we are super excited to be preparing for Pulse Europe - and this is where you come in.Do you (or does someone you know!) want to speak at Pulse Europe 2023? If the answer is yes - please complete this short form by 30th June. If you have any questions around this process or any thing else, please email email@example.comWe look forward to hearing from you!
Like most best practices, it depends. You need to figure out which NPS scores matter most and why. Thrilled to say that Admin NPS *is* correlated with GRR. It’s narrowed over time, but still quite meaningful. This is the reason and the evidence for the Admin/CS Ops Community Programs. We saw the gap in NPS scores, identified root causes and work every quarter to reduce/remove.
Is it possible to chain two separate engagements — Slider and Guide — on a page so that the Slider is shown first and the Guide is shown automatically after the user closed the (welcome) Slider without forcing the user to refresh the page manually etc? The (welcome) Slider engagement should be shown instantly the user has opened the URL for the first time and it should be shown only once. The (tutorial) Guide engagement should also be shown once but automatically after the user has already seen the (welcome) Slider (once). If it is possible, how to do it?
In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in February 2022 about pooled CSMs being proactive instead of only being able to react to incoming customer questions. Brian LaFaille of Google kicked us off with a presentation and Q&A session.Here is the slide deck. Brian mentioned additional slides about how to actually execute the transition to a pooled CS model, which you can see here.Plus, participants shared some of their takeaways from their breakout room conversations:Working with customer data, and having reliable data, getting it right is often difficult We discussed leveraging a ticketing system (similar to support) to help with client experience in a pooled CSM model. Where some have the intention of getting off the phone and solving issues as quickly as possible, others are using the time on the phone for land and expand opportunities. A question to guide your efforts: is this scalable? Internal alignment Having a support team and r
Lead generation for upsells, cross-sells and expansions can be very time-consuming and inefficient. There are quite often times when customers don’t realize the additional value they can get from your product or service.By leveraging the power of Gainsight PX and CS, you have the ability to provide customers with tailored, automated, and scalable messaging for when they need to upgrade their contact/s. This has the added benefit of the customer coming to you to discuss pricing. After all, a customer coming to you to buy a product is much more likely to close than you reaching out to the customer.Here’s my #2MinHowTo video on how it all works: This post is part of our #2minHowTo campaign. Make sure to check it out and encourage others to share their expertise! I am nominating @arminfpop and @lane_h to take up this challenge next.I hope you found this useful, if you have any questions or additional use case ideas, please do share them in the comments below.
What goes better together than peanut butter and jelly? French fries and ketchup? Ted Lasso and Coach Beard? Nick Mehta and Taylor Swift? Perhaps the best pairing of all is Gainsight PX and CS. Combining PX user analytics with CS Customer Success solutions unlocks a myriad of possibilities to increase customer health, retention and experience overall. Check out the PX+CS Maturity Model of use cases below for a quick look into how customers are using the combined powers of the two platforms to understand adoption trends, proactively enable end users, and course correct where needed. Which of these use cases would make the biggest impact on your organization’s business goals? Got an idea? Share inspiration for how your company uses PX and CS together.Join me on Tuesday, June 20 at 9am PT for The Power of Working Better Together with Gainsight PX and CS Webinar to learn more about unlocking the potential of PX+CS. Register Here!
Hello - We’re moving our data portal to a new platform that no longer has a means to load usage data into GS. From a health score perspective, we’ll get very limited data - # report executions and # logins (without identifying the user). Brainstorming ideas on how to get a usage score for customer health with limited data and without having a data feed into GS?? The only way to get it in would be manual and that’s not an option. How are you measuring usage of your tools/platforms from a customer health perspective?
If you learn anything today, it’s this that Community is about Relationships@Katie_ray watch her session on Growing Your Community: Making it Meaningful, Measurable, and Sustainableand @DannyPancratz on Level Up Your Community Strategy and Ops with Product Management Principles
In our monthly meetup group about the CS Ops of Digital Customer Success, we spoke in May 2023 about identifying and capturing data. Here’s what we learned! 📝 Note-taking slides from the breakout rooms Learn about these meetups in the future by signing up for the monthly CS Ops Newsletter.
Challenge accepted! @aaronhatton @Sruthimalla !Here is how I use Gainsight as a Director of the CS team Few things that I focused on: 1. Lack Of Visibility - Reports & Dashboards ( lack of activity, visibility into core KPIs, RC, CI )2. Unexpected Churn - WBR ( Risk Process / Management )3. Scale & Efficiency - C360, Playbooks, Cockpit, TimelineThis is just a glimpse, and excited to get into deep dives as needed.!
Data maturity, Data structure, Data analytics… it’s all we hear and talk about lately.Why is it so important and why has data become such a struggle?Data is the new gold. We have to ensure we have insightful and powerful data to help our organization achieve their goals. But how does it all start. It almost feels like the right place to start is to look at our current data. Well, I am here to tell you, it starts even earlier than that.Think about your data prior it ever being created. Think about actionable objectives, you can do now to help curate data gold. As I mention in my session at Gainsight Pulse 2022, there are 3 main strategies I live and breath by. 1. THINK WIN-WIN-WIN SolutionsThis strategy is about ensuring everyone involved is winning. Think about your CSM needs, stakeholder needs and admin needs. Ask yourself key questions to help you understand how each player wins.Stakeholder: Can the business measure positive negative impacts to the customer through the data? Have you
Has anybody created a formal governance model for Gainsight that they'd be willing to share? As we add more Admin users and groups outside of Customer Success into Gainsight it's becoming clear that we need to create a formal governance model/support structure. I've started to create something which I'd share here but it's a .ppt and I can't figure out how to attach a doc? Sorry! Does anybody else have anything they'd be willing to share?
Hello folks,Last year, we had such a ball hosting the Social Rockstar contest during Pulse!⭐And this year, it’s happening again, with a few changes in the rules. 😉 Rules to participate:The contest will be hosted ONLY on the social platform - LinkedIn You MUST have a GameChanger community account in order to be considered for this contest. Hashtags to be used while posting on social - #Pulse2023 & #10YearsOfPulse The posts during the 2 days of Pulse ONLY will be considered. More posts, better the chances of winning! 😉 Feel free to get creative with your posts - images, videos etc! Saved the best bit for the last - 1 WINNER will receive a Pulse swag bag from Gainsight! 😎 The contest is LIVE already!😍Alrightyyyy then! It’s time to get set and goooo! 🚨
I’m excited to share the first in a series of posts around how we do CS Ops at Gainsight! We’ll be starting with our OKR+Project+Sprint Planning processes as these are the backbone of how our team operates across our entire Ops & Scale organization. My hope is that this is helpful for any teams looking to begin a similar process or are looking for inspiration. If you missed the initial post, check out other topics we’ll be discussing an feel free to add additional ideas!This is a process we’ve iterated on over the past 2.5 years and will continue to tweak as we go. I’d love to hear other ways your teams are planning your work.If you prefer videos over reading, I put together a 12-minute recording (sorry, I got carried away 😁). At a very high-level, this is how our team thinks about the planning process and various inputs across the organization. This is the guiding principle for how we’ve structured the setup. We leverage Monday.com for our planning and project tracking. It’s stru
Join @easton_taylor, VP of CS, and me, Director, CS Ops, at Gainsight on Thursday at 10am in Room 2022. The SaaS and technology communities have gone through a rollercoaster of change over the past year. The current economic climate has caused numerous organizations to adjust their approach to risk to minimize surprises. Our team at Gainsight is no different. We’ll discuss Gainsight's refinement of health measurements to help improve visibility for their teams during these uncertain times. Here’s a sneak peek of what you’re in for :-)
If you do not know how to use Generative AI, you are really missing on something big! How much do you agree with me on the above statement? - I do believe AI can empower admins workflows, optimise CSMs workflows and AI integrated product + Digital Customer Success can do wonders! If you were are Pulse 2023, you might be aware of some of the cool AI driven features that Gainsight will be having in the near future“What’s the one thing that you want AI to do for you in Gainsight?” Note: This is a post-webinar discussion thread. During Crank Up Technicalities webinar we posted this question and asked folks to share thoughts over here.
As most organizations look to create a digital-first experience for their customers, it’s important not to forget some of the benefits of human-first. For example, when you meet with a customer, the conversation tends to change directions to cover everything from your customers personal role to their larger strategy. Creating a similar personalized experience in a digital-first environment is vital. We need to deliver key messaging, guidance, and support, proactively and at the right time. In order to do that, however, it’s important to have a similar conversation with your customers, to understand what’s going on with their business and what’s their role in driving the business forward. (Don’t worry, this doesn’t include ChatGPT - for now…) Let’s talk about why their role is important. By knowing if your customer is an individual contributor or manager, you can tailor the experience to better meet their needs. For example, in Gainsight CS a Customer Success Manager would be classified
Hi!In the Gainsight PULSE community sessions, which focussed on the Salesforce trailblazer discussion presented by Christina Fidura from Salesforce, there was a reference re what happened when Adobe pulled the plug on their community.Any guidance where I might be able to read up on that please? thank you!
The Wait is Over! Every Pulse Session is Now Available! With 3 keynotes, 79 sessions, and 9 tracks running simultaneously, there was no way to consume everything at Pulse last week. Now you can unlock hours of extra learning by accessing the content at your leisure with Pulse Library!We've supercharged the way you experience Pulse Library by relaunching the digital experience on AudiencePlus. Subscribe there to stay in the know on all things Pulse, gain access to future subscriber-only content, and get customized recommendations on what to watch next over time.Some frequently asked questions:Can I search for a particular session, speaker, topic? Our new system hasn’t revealed their search functionality YET but when they do, it will be great. In the meantime, go to the Pulse 2023 Agenda page and search there. Once you know the track name, you can find the track HERE and drill into the session video you’re after. How much does it cost? Accessing materials on Pulse Library is FREE! Enjoy
Guess What? This year we are live streaming the Opening Keynote (5/17 at 8 am PT) and Product Keynote (5/18 at 8 am PT), for F-R-E-E! It’s super easy to sign up and save your virtual spot. Simply fill out the form on the following pages: Opening Keynote & Product Keynote. Upon registering, you’ll have the ability to add the event to your calendar. The calendar invite and reminder emails will include your unique link to access the live stream.Virtual doors open 30 minutes before the keynote starts (7:30 am PT). The keynote officially starts at 8:00 am PT. For the best experience, I recommend joining from your desktop. Hope you can join!
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at firstname.lastname@example.org and we'll help you get started from where you left.
Else, please continue with the registration below.
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.