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📢 Gainsight's April/May 2022-Q1 Release is LIVE! [NXT & SFDC]

12 days ago

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lila_meyerGainsight Employee: Grand Slammer

posted in Customer Success Best Practices

Congrats to our newly certified NXT Admins & Associate Admins - August edition!

August was a great month to get Admin certified! Kudos to everyone who started their admin learning journey and earned their Associate certificate, as well as those who made it to the top and obtained the coveted NXT Admin certification!Today, we’re also launching our first Level 2 exam on Reports & Dashboards! You can read more about that here.For those of you that earned a cert in August, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge, and use the hashtag #gainsightadmin! This helps us build awareness and recognition in the market for Gainsight Admin skills, experience, and certification. If you earned your certification in August and you’ve already shared your badge on LI, you can still win. For everyone that shares their badge by Sept. 24, I’ll put your names in a hat, and pull out 3 winners! In August, we certified 10 Gainsight NXT Admins (Level 3):@ajit Jasmine Williams@Dsousa Travis Peterson@Desikan_N

7 months ago

lila_meyerGainsight Employee: Grand Slammer

posted in Customer Success Best Practices

Announcing our new Level 2 Reports & Dashboards certification!

We’re so excited to announce the launch of our first Level 2 certification on Horizon Reports & Dashboards! It’s also our first practical exam, meaning no multiple choice questions. Test takers will build 6 reports and a dashboard directly in a Gainsight training environment. This certificate is intended for people who have completed our free elearning, and have some hands-on experience with Gainsight. If you support your organization by building and managing Reports & Dashboards in Gainsight NXT, then this certification is for you!As an introductory special, the first 20 people to register can get half-off the $125 cost of the exam using the code REPORTS-50. You must register and take the exam by the end of October to receive the discount.For more information and to register, click here. Feel free to comment here, or email training@gainsight.com with your questions.Special thank you and kudos to @benwanlessmenlo, @leah.myers, and @carolyn_nieberding for participating in our

8 months ago

nick_mehtaGainsight Community Manager

published in Customer Success Best Practices

CS without CSMs

I’d love to hear from folks in the community that use Gainsight with no CSMs - e.g., just with Account Managers or Professional Services people or other roles. Anyone have success stories to share?

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8 months ago

MakkusuPDXGainsight Community new member

asked in Customer Success Best Practices

JO Programs

How do you manage reporting on all of your Journey Orchestrator Program's success?How Panadoc is doing it right now for Expansion Campaigns: https://share.getcloudapp.com/9ZuQ00YbHow we have done it for some of our feature adoption Campaigns to measure impact of those in the past:https://share.getcloudapp.com/d5uRPP66 https://share.getcloudapp.com/OAunWW47

8 months ago

jackie_cofieldGainsight Rookie

asked in Product Experience Best Practices

Insights from leaders in 1:many adoption email programs

Hi everyone - I’m looking to gain some insights from companies who are doing awesome things and seeing real outcomes with their 1:many email campaigns - mainly focused on new user product adoption. We have been doing a lot here for the past year, and looking to talk to other leaders in the space, share notes, and learn from one another.

8 months ago

neelam_mukherjeeGainsight Employee: Veteran Rookie

posted in Customer Success Best Practices

CS v6.27 release - Gainsight Implemented Posts

Hello Everyone,We appreciate all the product inputs that our customers take the time to share with us in the Community. Your feedback helps us build better products and services and stay in tune with what customers expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented some of your suggestions in the v6.27 releases!Following are the Community posts implemented in v6.27 (SFDC & NXT) release: Following are the Community posts implemented in 6.26 Patch release [NXT]: Hi @dan_ahrens, could you please mark the 2nd post mentioned above as ‘Implemented’? Thanks. FYI @minh_phan @Cornelia

8 months ago

sarah_couchGainsight Rookie

asked in Customer Success Best Practices

governance model

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?

8 months ago

sethGainsight Employee: ACE

posted in Customer Success Best Practices

Key Takeaways from CS Ops Meet-Up about Mapping the Customer Journey

When you’re building digital-led journeys for your customers, it makes one question extremely important: What’s the best way to map your customer’s journey so it’s useful for this purpose?We got 80 digital-led CS leaders and strategists together in breakout rooms to talk through their successes, stumbling blocks, and ideas. Below, find their takeaways that they found most valuable from those conversations, in their own words.Rules of thumb when getting startedStart small, with one persona for one segment Bite size digital journeys can be a good starting place Customer journeys can be simple. Don’t overthink. Just START something and build on it. It’s not easy to get Product/Engineering, CSM and GTM aligned. Lol! Less is more! It’s a slippery slope to a monstrosity of a map, which no one outside your immediate team can understand. So, context is key to determining what you’re mapping. Takeaway: "Simple is good." A map should give a simple frame of reference for where a customer "is at

8 months ago

sethGainsight Employee: ACE

posted in Customer Success Best Practices

Key Takeaways from CS Ops Meet-Up about Email Programs

When you’re building digital-led journeys for customers, Email Programs are a fundamental part of the puzzle. We got nearly 100 digital-led CS leaders and strategists together in breakout rooms to talk through their successes, stumbling blocks, and ideas. Below, find their takeaways that they found most valuable from those conversations, in their own words. (The next meet-up about The CS Ops of Digital-Led Customer Success is in September 2021 -- register here to attend or receive the takeaway bullets.)Scope of digital-led CS and email programsWe have a lot of similar opportunities to develop more automated/targeted touch points Challenges are similar: Selling 1:many approach to leadership is difficult when high touch has been the typical approach Division of Marketing vs CS emails Promoting 1:many engagements - what does that include and how do you do that at scaleDesigning the journey/campaignThe desire to be “Personal” and send messages from a person (the CSM) can backfire and shift

8 months ago

neelam_mukherjeeGainsight Employee: Veteran Rookie

published in Customer Success Best Practices

6.27.1 SFDC Patch Release Notes

Hello Everyone,The 21’August-SFDC Patch release is live now. You can read the full details in our patch release notes. Thank you!FYI @dan_ahrens @minh_phan @sai_ram

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8 months ago

neelam_mukherjeeGainsight Employee: Veteran Rookie

published in Customer Success Best Practices

[NXT] 6.27.1 Patch Release Notes

The 21’August-NXT Patch release is live now. You can read the full details in our patch release notes.Thank you!FYI @dan_ahrens @minh_phan @sai_ram

180

8 months ago

meenal_shuklaGainsight Employee: MVP

asked in Customer Success Best Practices

Has anyone developed a good process around transitioning customers between CSMs at SCALE? ServiceTitan wants to know!

At present, our process is very similar to this (using Timeline/Success Planning) but if a CSM is managing 70 Customers and they are promoted or moved to a different segment OR are leaving the company, 70 CTAs can admittedly become cumbersome. Timeline allows you to date stamp an entry. CTA allows us to have standardization and accountability that the transition has indeed happened and creates efficiency by sending an OOB email through email assist to inform the customer of the change. So all good reasons to use a CTA BUT is there a better way we are not thinking about.cc @AgassiTran @tyler_mcnally, @courtney_hauser : Any thoughts, ideas, inspirations?

8 months ago

JPKelliherVeteran Rookie

asked in Product Experience Best Practices

SrikanthGainsight Employee: Rookie

asked in Customer Success Best Practices

Can we stop receiving responses for a survey after the time-period mentioned in the conditional wait of a program is completed.

Hello Team,We could see that the survey link sent from the program is accessible and end-participant is able to fill the survey even after the participant has completed the journey(after completing the time mentioned in conditional wait).Here we are receiving the responses and storing as the data would be useful for future purposes but customer do not want to receive the responses for those participants who completed the journey after the time mentioned in conditional wait.Can we do this?Thanks & Regards,Srikanth

9 months ago

chris_beavenGainsight Rookie

asked in Renewal Management Best Practices

Circles of Success - Pulse 2017 - Renewals & Expansion

During [url=http://www.gainsight.com/pulse/]Pulse 2017[/url] the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring [b]group discussions[/b] for [b]Gainsight customers[/b] focused on [b]key topics and challenges[/b]. We had such engagement from our customers we wanted to keep the conversation going on Community. One of the topics we discussed was [b]Renewals & Expansion[/b]. Here are a few of the questions that we discussed: [list=1] [*]What role do CSMs play in renewals and upsells across the client base? What have you seen work well/not so well? How do others effectively manage this relationship/ownership with the sales organization inside their companies? [*]As renewal specialists we also have product expansion that the sales representative have up-sold. How you handle that (all on one Opportunity, split the opportunity)? [*]How do you position value during a renewal?[/list]Pleas

9 months ago

lila_meyerGainsight Employee: Grand Slammer

published in Customer Success Best Practices

Congratulations to our newest Gainsight Certified Admins from July!

July was a big month for Admin certification, and August is going to be too! We’re launching a new Level 2 admin certification for Reports & Dashboards. It’s our first practical exam where you build reports and a dashboard in the Gainsight NXT environment. Stay tuned for an official announcement in the next few weeks!For this month’s contest, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge, and use the hashtag #gainsightadmin! This helps us build awareness and recognition in the market for Gainsight Admin skills, experience, and certification. If you earned your certification in July and you’ve already shared your badge on LI, you can still win. For everyone that shares their badge by August 15, I’ll put your names in a hat, and pick 3 winners! In July, we certified 12 Gainsight NXT Admins (Level 3):Joseph DiFilippo@kcsp @Pankaj Rhiannon Hargrave@colette_goode Vikas Srikanth@johntrask_bt @Niall @ewinglel @tay

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9 months ago

lane_hGainsight Employee: MVP

published in Customer Success Best Practices

Building a Tech Touch/Digital Led Segment

Over the last year, the most common topic I’ve heard from other CS Leaders is how to build a Tech Touch or Low Touch CS team/motions. Through all my conversations, there two most common approaches:Pooled Model Designated Program ManagersIn the Pooled Model, there are a few CSMs who managed a “queue” of customer inquiries as well as manage proactive events such as webinars and round tables. With a Program Manager model, someone manages the programs for a different stages in a customers life. For example, one program manager might specialize in Onboarding, another Adoption, and another in Renewal management. I would not argue that these two are mutual exclusive. In fact I would argue combining these two models begins to bridge the gap for a high touch model to a low/no touch as it allows customers to still have “someone” to reach out to through the pool. One thing to also consider is the shift in getting information to customers. Moving to a tech touch or digital led model puts the own

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9 months ago

andorfuhrerTeam Captain

asked in Customer Success Best Practices

Best Practices on CSM Portfolio Penetration aka Engagement

Our customer base are traditionally not that engaged. CSM’s have about 120-180 customers to manage. Some customers take up a lot of time, while others either get neglected or we even forget to engage with them (yikes, I know!) We want to revamp our workflows with how we engage with our customers and providing visibility to managers ans leaders on effort of engagement and outcome. We have a strong appetite to track how often CSMs ‘touch’ a customer, meaning how often are we reaching out to the customer. Additionally we want to track of often customers engage back to us Can anyone share what they have put in place to make sure CSMs are able to:Engage with all your customers (in the scenario that you have 100+ customers to manage From a reporting perspective: Show customers that were outreached but they never responded back Show customers that were outreached and resulted in an engagement

9 months ago

drichertGainsight Community new member

asked in Customer Success Best Practices

Customer Interaction Document

We have been using an engagement document with customers to collaborate. It is a one/two pager with tables with the ability to put the customer logo on the document. Is there plans to incorporate a look and feel like this in Gainsight? The Success Plans make you hop around and put information in different tabs, which is not conducive to a seamless customer meeting.

10 months ago

lila_meyerGainsight Employee: Grand Slammer

published in Customer Success Best Practices

Congrats to our newly certified NXT Admins & Associate Admins!

Congratulations, to everyone who took an Admin exam and passed in June! Sending you all virtual high fives ! And if you’re the first person from this list to send me a private message, I will also send you some swag, as a token of our admiration for embarking on the admin learning journey! In June, we certified 3 Gainsight NXT Admins (Level 3): @AubreeSorbo @jean.nairon @c-mhanif_jwplayer And, we also certified 19 Associate Admins (Level 1):@pmccrudden @libby_bowen @kstim @jessica_keenan_palmer @pgrajek @sarahmiracle @lquintero @tmorgan @malmazbek @kvanderwyk Rafael AquinoHyojin KimAllie LudowissiCarlos AscanioDavid PetersonDaniel MooreAmy Nguyen

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10 months ago

lila_meyerGainsight Employee: Grand Slammer

published in Customer Success Best Practices

Congrats to our newly certified NXT Admins & our 1st Associate Admin!

In April, we certified 10 Gainsight NXT Admins (Level 3), plus we launched a new Associate Admin (Level 1) certificate for new Admins! Special shout out to Mirijam Stewart - our first Associate Admin!Earning the Gainsight NXT Admin 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 our certifications, click here. Welcome to the distinguished rank of Gainsight NXT certified Admins! @oc @Ediazesquivel @tsmorin @Justin Bills Oliver Mathues@theresalucius @caryn @mprato Rachana Shastry@soumitrasahu

1305

10 months ago

tejkumarGainsight Employee: Rookie

asked in Customer Success Best Practices

Best practices for standard fields in JIRA connector

Can we have best practices document for "standard field mappings in the JIRA connector job." This would help to load the data properly into standard fields.

10 months ago

krishna_reddy_kGainsight Employee: Veteran Rookie

published in Renewal Management Best Practices

Calculating Retention Rates in Gainsight

We assume that you have a way to identify which customer is due for renewal and when is their renewal and you are tracking the renewal process(Opportunity) something similar to the below example. To calculate Retention Rates in Gainsight, We should use the Data Designer feature. Click here to know more about Data Designer. Calculating Net Revenue Retention Rate:Step 1:Using Data Designer, fetch Renewal and Expansion Related Information from Opportunity along with their Close Dates and Stages. Step 2:Next step is to get the First day of the Quarter for the Close Date of Opportunity. In case if you want to get Retention Rates by Month, You need to get the First Day of the Month for the Close Date of Opportunity. Step 3:Get the SUM of Amount of all the Opportunities, SUM of Current ARR and Total Number of Accounts per Quarter(Grouping by Quarter). Labels: SUM of Amount → Total Renewable ARRCount of Accounts → Total Renewable AccountsSUM of Current ARR → Total Current ARR .Step 4:Ge

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10 months ago

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