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795 Posts

bmayden
Veteran Rookie
bmaydenVeteran Rookie
posted in Customer Success Inspiration

ChatGPT CSM Adoption Emails

The Gainsight Community never fails to inspire and motivate me. After the ChatGPT fest at Pulse, and seeing Seth’s amazing “Hot Takes” I realized, I need to do some dang marketing with my CSMs. So I asked ChatGPT for a slack message about different functionality in a hot ones theme. Then I thought, well, I’m in Austin and it’s going to be Tuesday so.. Taco themed. It ended up being an email and I MAY have said “I need this a little shorter with more Taco Puns.” And this amazing email came to be! My CSMs LOVED it. And I’m seeing traffic from it! I decided on focusing on Cockpit so that I can reinforce “this is your home base”. What’s an easy thing to get them to buy into? If they adopt Cockpit, the other good stuff comes almost naturally.  

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kathleenkenny23
4 months ago
jnakano
Gainsight Employee: Shoshin
jnakanoGainsight Employee: Shoshin
published in All About Pulse

Insights from Pulse 2023: Verified Outcomes and Growth Mindset

 As a first time Pulse attendee, I have to say that Pulse did not disappoint! It was a jam packed week of sessions, customer meetings, meet and greets, Pulse puppies, etc. As a first time speaker for the CSM track (“Verified Outcomes and Success Plans”), I was able to witness the magic of Pulse in person! A few notes from my session that I spoke on: Do you currently have a value framework program at your company? If not, you can still apply the key parts of the “Outcomes Hypothesis” to help customers quickly identify and achieve value with your company.  Understanding our customer’s key value drivers (business challenges they are trying to solve for) is so essential. At Gainsight, we found that our customer’s with at least 1 verified outcome at 3 months prior to renewal had 30% higher GRR than customers without verified outcomes.  As CSMs, can we look at our BOB and identify each of our customer’s value drivers Value realization programs are designed to help you define how you are goin

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jnakano
Gainsight Employee: Shoshin
4 months ago
kathleenkenny23
kathleenkenny23Gainsight Community Manager
posted in All About Pulse

Gratitude for PX Connections Breakfast!

 WOW!  I am truly overwhelmed with gratitude in getting to see you all at the PX Connections Breakfast.  @jmobley @aroberts and I really enjoyed getting to sit with you all in addition to our wonderful leaders : Caitlin Quilan (GM of PX), Karl Rumelhart (President, Products, Tech & Global Ops),  Gil Michilin (SVP of Engineering for PX), Denise Stokowski (Group VP, Platform Products), Kartik Yegneshwar (VP of Global Support & Technical Success), and our incredible Enterprise Tech Support Analyst, @rschlette Rob Schlette! If I didn’t get a chance to say “Hello” personally, I’m certain you were able to meet with our incredible team listed above.   My email is kkenny@gainsight.com and would LOVE to hear from you on the event and any follow up items. 💖 I hope everyone made some connections with our leadership as well as with other amazing PX Customers.   I heard some engaging conversations and saw lots of big smiles.  Pulse is truly a special event where we can build off the commun

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mdowney2
Shoshin
4 months ago
DannyPancratz
Shoshin
DannyPancratzShoshin
posted in All About Pulse

Pulse was DOPE

That’s it. That’s the post. 😎(But, really… Thanks to the Gainsight team and all the speakers that made it an incredible experience.)

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anirbandutta
Gainsight Employee: Grand Slammer
4 months ago
E
eveyRegistered User
asked in All About Pulse

Looking for referenced article on Adobe community impact when shutdown

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!

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seth
Gainsight Employee: ACE
3 months ago
J
javramovicRegistered User
asked in Product Experience Best Practices

Constraint on engagement selections

Hey all, I was wondering if there’s a way to put  a constraint on the number of options that can be selected in an engagement?Thanks!

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J
4 months ago
kendra_mcclanahan
Gainsight Employee: Team Captain
kendra_mcclanahanGainsight Employee: Team Captain
posted in Customer Success Inspiration

I CS Ops, and So Can You!

Inspired by Pulse, I’m revisiting a document I created exactly a year ago but completely overthought so I avoided posting it 😅As a member of Gainsight's Customer Operations team, I've been asked numerous times about how we manage our team's operations, including administering our Gainsight and Zendesk instances, enabling our CSM and Support teammates on internal processes, and implementing strategic programs for our customers. While I’ve had many one-off conversations, I’ve struggled to pull together all of the details to share more holistically. This is me holding myself accountable (hopefully).  I'm planning to write a series of posts that will hopefully provide insights into the key processes that we’ve built at Gainsight that I hope are helpful!Here’s an overview of what I’m planning - what else would you like to see/learn?Sprint Planning: Discover how we allocate our team's time between strategic initiatives and run-the-business operations. I'll share how we use a planning board

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revathimenon
13 days ago
revathimenon
revathimenonGainsight Community Manager
published in All About Pulse

Pick up your swag badge at Pulse!

Hey everyone!We’ve got some amazing news from the amazing @bzanjani that…There’s a flair station where you can pick up different swag badges for Pulse 2023! 😍 So many to choose from!Limited GameChanger community badges too!  Get your hands on them soon...cause once they’re gone, they’re gone! 😱

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revathimenon
4 months ago
kendra_mcclanahan
Gainsight Employee: Team Captain
kendra_mcclanahanGainsight Employee: Team Captain
posted in All About Pulse

Learn how Gainsight Recently Modified our Health Score to Meet Demands of Current Economy

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 :-) 

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Aman
Gainsight Employee: Shoshin
3 months ago
revathimenon
revathimenonGainsight Community Manager
published in All About Pulse

Pulse 2023 Social Rockstars

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! 🚨

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juliefox
Shoshin
3 months ago
Tammi Dooley
Gainsight Employee: Shoshin
Tammi DooleyGainsight Employee: Shoshin
posted in All About Pulse

Must Have Skills For A CSM

I hope you all got a TON of great ideas from the sessions!

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Jagari Das
Gainsight Employee: Rookie
4 months ago
lauren_olerich
Gainsight Employee: Rookie
lauren_olerichGainsight Employee: Rookie
published in All About Pulse

Live Stream the Pulse 2023 Keynotes!

 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!

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lauren_olerich
Gainsight Employee: Rookie
3 months ago
matthew_lind
All Star
matthew_lindAll Star
posted in All About Pulse

Networking at Pulse: Fire up your LinkedIn QR Code

You know this scene: You’re at Pulse (or any other networking event, really), you’ve met someone new, and you’re going to connect on LinkedIn. Except it’s hard to spell the name, or there are 17 people with that name on LinkedIn or your thumbs get all nervous when typing “publicly”. So do this:LinkedIn has a QR code within that’s specific to you. You can show your code and they can take a picture with their camera. Or reverse the process: Show them how to display their code and you scan it with your camera.To find your code:Open the mobile LinkedIn app. At the top, tap in the search bar. Inside the right end of the search bar, a QR code icon will appear. Tap that QR icon. You can display your code, or switch to scan mode to gather someone else’s code.Happy networking, friends!

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revathimenon
4 months ago
jtownsend
Gainsight Employee: Shoshin
jtownsendGainsight Employee: Shoshin
posted in All About Pulse

Social Impact & Community: Join Us in Making a Difference

At Pulse 2023, we’re announcing a partnership between Gainsight’s philanthropic education programs (Pulse Impact) and our Community platform! We’re capturing what drives the Customer Success community: the people that make it up. Our diversity, our talent, and our passion for making the world more Human-First make Pulse Impact and Community a natural fit!Share something below about how Diversity, Equity, Inclusion, and Belonging (DEIB) show up in your life, or let us know if you’d like to partner with our programs. Check out my comment below to see what kind of partnerships we’re looking for—we can’t wait to hear from you.If you’re at Pulse 2023 in person, stop by the Expo Hall to chat about Pulse Impact with us!

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P
4 months ago
H
homjenRegistered User
asked in All About Pulse

First timer at Pulse

I'm thrilled to attend my first Pulse event! I just joined Intelligage, a company that provides AI-powered customer success solutions. While I'll be working at our booth, I'm also eager to connect with everyone here. I've heard great things about the puppies, so they're definitely on my must-see list. If you have any tips (I have checked out the pro-tips), let me know. Looking forward to meeting you all!

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Jagari Das
Gainsight Employee: Rookie
4 months ago
revathimenon
revathimenonGainsight Community Manager
published in All About Pulse

Pulse wrapped - celebrating 10 years of Pulse!

Did you know that Pulse 2023 is our 10th year of Pulse? 🤯 Not only has Pulse continued to be part of our lives over many years now, it’s created a truckload of memories to hold onto forever! From meeting and learning from different people, to puppy adoptions, to a Taylor Swift impersonator (or maybe not? 😉), Vanilla Ice taking the stage, music parodies and so much more! So, we put together this trip down memory lane so we all can step into this year’s Pulse even more fired up, and closer together! 🤝🏽 I have to admit, I was really looking forward to the shoe count of  @nick_mehta 😉 I’m sure you’ve all had some really lovely memories from Pulse too!Would love to hear them from you! 👇 Don’t forget to have a wonderful time at Pulse 2023! ♥️

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UsmanHashmi
4 months ago
bzanjani
Gainsight Employee: Shoshin
bzanjaniGainsight Employee: Shoshin
posted in All About Pulse

A few pro tips ahead of Pulse next week!

Pulse is now less than 1 week away, can you believe it?! We can’t wait to welcome you to Moscone Center West and explore the future of customer success, community, and product – all while celebrating 10 unbelievable years of Pulse.  You should have received your Know Before You Go email yesterday, but below I wanted to highlight just a few key points! As always, please feel free to reach out directly or via pulseus@gainsight.com if there’s anything you need. Cheers, The Gainsight Pulse Team   Hot Tips! Verify your badge information using the link in your Know Before You Go (KBYG) email!  Save the KBYG email and have your QR code available on your smartphone (or printed out) ready to scan at check-in. Registration will be open during the following times: Tuesday 2:00 PM - 6:00 PM Pro-tip - this is a quieter time to grab your badge than before the keynote on Wednesday! Wedne

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Jagari Das
Gainsight Employee: Rookie
4 months ago
Tori Jeffcoat
Gainsight Employee: Shoshin
Tori JeffcoatGainsight Employee: Shoshin
posted in Customer Success Inspiration

How & Why We Built our NEW Custom Page on Digital Customer Success

Gainsight has been creating a ton of great content around Digital Customer Success, and walking the talk on Digital CS motions. One of the coolest things we’ve done on this initiative is create our new Digital CS Destination in the Gamechanger community - which is now officially live on our site!As you check out the new page (and maybe even bookmark it for later reference! 😄) I wanted to share why we built this page and how we did it using Gainsight functionality.  NEW! Digital CS Custom Page on the Gamechanger Community  The Challenge/NeedOur community already has a ton of great content tagged to ‘digital CS’ or ‘digital-led’ programs - but, that content is posted (just like this article!) in other forums like CS Inspiration. And its great content to have here - but, harder to surface if you are looking for a subset of topics around Digital CS. We wanted to find a way to:Make it easy to find Digital CS tagged content, quickly. Avoid creating a new (and empty to start) forum/area - re

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anirbandutta
Gainsight Employee: Grand Slammer
4 months ago
JKucek
Gainsight Employee: Shoshin
JKucekGainsight Employee: Shoshin
posted in All About Pulse

Driving Engagement with Stakeholder Alignment

👋🏼 We’re officially one week away from our in-person Pulse conference in San Francisco and I can’t wait to present with @CassidyCardoso on Driving Engagement with Stakeholder Alignment.As a CSM, it’s crucial to ensure you’re meeting with the right personas at the right cadence to make sure you’re aligned with your customers and this can look different across segments (high touch, mid touch and digital touch). Come join the conversation on Wednesday at 2pm PT as Cassidy and I talk through 1) why stakeholder alignment is important, 2) identifying who your personas are within your customer base, 3) what the right cadence looks like by segment and 4) how this is executed within Gainsight. 🤗 Get Fired Up! 

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Jagari Das
Gainsight Employee: Rookie
4 months ago
D
deringtonRegistered User
posted in All About Pulse

Customer Education is the Core of Customer Success

Hey Everyone!First, I’m super thrilled to be back in the Gainsight community - as an Alum, it’s an honor to be invited to give a talk at Pulse. In 2022, Nick Mehta joined me on the CELab (Customer Education Laboratory) podcast to talk about education and enablement (Episode 76).  Our focus was to take a macro perspective on Customer Success today – where it’s at and where it’s headed – and question the role that Customer Education plays.  In that discussion, Nick presented shared how he considers education as being at the core of what we do in Customer Success and shared four (4) key areas - in SaaS - where we need to focus.  In this session we’re going to expand upon these topics and much more.  Join me as we:Talk about how Customer Education is “the Core” of Customer Success Understand Program Maturity - where are you at?   Growing your program - where are you headed? And finding the others - people who know and understand Customer Education and can help you.Customer Education is, as

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aroberts
Gainsight Employee: Veteran Rookie
4 months ago
danielleallwood
Shoshin
danielleallwoodShoshin
published in Customer Success Inspiration

Calling All CS Ops MentorsBlog

Attention all CS Ops professionals and partners! Experience the valuable benefits of becoming a mentor in Gainsight's CS Ops Mentor Program and make a positive impact in the lives of your mentees and inspire them to pay it forward.Do you know someone who has the potential to be a great mentor? Consider reaching out and inviting them to join the program. You can even self-nominate yourself too!Our mentorship program is designed to achieve the following outcomes:Appreciate and empower our program participants Create a supportive and collaborative environment Make mentoring more accessible Support Gainsight Admins with resources Mentors and mentees engage in meaningful conversations, share their experiences, and learn from each other in CS OpsAs a mentor, you have the opportunity to:Expand your network Build coaching and people skills Reinforce your knowledge on subject matters.By sharing your experiences, you offer mentees a different perspective that can be valuable in their personal an

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danielleallwood
Shoshin
4 months ago
NateBartlett
Gainsight Employee: Shoshin
NateBartlettGainsight Employee: Shoshin
posted in All About Pulse

How to Rock Your EBR

We are now a week away from when most of us will be descending upon San Francisco for this year’s Pulse!🔥Looking forward to sharing on Wednesday @4:15PT about key elements of EBRs that have proven successful in garnering Executive Alignment, Valuable Dialogue in the EBR Setting, and an unforgettable Experience for your external and internal Customers that will have them all looking forward to the next time you want to get the band back together to talk business. 

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Jagari Das
Gainsight Employee: Rookie
2 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
published in All About Pulse

Networking at Pulse 2023!

Real humans! In person! I’m still finding that a delight (especially since I’m full-time remote). When we raised the curtain for networking at last year’s Pulse, we had dozens of people raise their hand before Pulse! So we wanted to get the ball rolling so that you can have the maximum possible number of rewarding, valuable, and delightful conversations when you’re in San Francisco.Comment below with your top interests for conversations you want to have at Pulse this year (digital CS, community management, exec reporting, etc.) so the people who are looking for you will find you! 

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juliefox
Shoshin
4 months ago
CassidyCardoso
Gainsight Employee: Shoshin
CassidyCardosoGainsight Employee: Shoshin
posted in All About Pulse

Driving Engagement with Stakeholder Alignment

I'm thrilled to be speaking at Pulse for the first time, along with my colleague @JKucek, on driving engagement with Stakeholder Alignment! This topic is near and dear to my heart as I believe it is a key workflow that takes CS organizations from reactive to proactive.As a CSM, navigating political complexity and multiple stakeholders is par for the course. But as your customers change priorities and shift strategies (especially in today's economic climate), maintaining alignment with multiple executives and decision makers becomes paramount. In this session, you'll learn how to systemize your executive sponsorship approach, which ultimately impacts GRR.Be sure to mark your schedules and join us on Wednesday, May 17th at 2pm to learn the Why, What, Who, When and How of Stakeholder Alignment.This is the first time Gainsight has dedicated an entire track to CSMs and I couldn't be more excited to be a part of it. Looking forward to seeing everyone soon!

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aiprakash
Gainsight Employee: Rookie
2 months ago
jmobley
Gainsight Employee: Shoshin
jmobleyGainsight Employee: Shoshin
posted in All About Pulse

Must Have Skills for an Impactful CSM: CS = Customer Experience + Customer Outcomes

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

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Aman
Gainsight Employee: Shoshin
3 months ago

Register for Pulse Encore 2023

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