Share Industry Knowledge

Share and learn industry best practices based on specific job functions

660 Posts

thunziker
thunzikerRegistered User
posted in Customer Success Inspiration

Low-Touch (Pooled CSM) Model

Let’s revisit the low-touch, pooled CS model. What’s working, what’s not? Would love to chat with fellow CS leaders in regards to how you successfully rolled this out. 

7
yuniyal
Gainsight Employee: Veteran Rookie
4 days ago
A
AngelaEcheverryRegistered User
asked in Customer Success Inspiration

Connecting calendly booked calls to CTAs based on JO trigger

Hello everyone,  I’m a newbie in Gainsight (Cx & Px), but as we learn more and try to fully implement we have crossed an issue that we can’t seem to solve with the available documentation. We are big on tracking productivity and of course engagement, so in our different JO programs we have both emails and in-product engagements that have the CSM calendly link. Now we are struggling to be able to connect the calls booked by our customers with the different messages as they might be in 2 JO programs at the same time.  Our only idea so far is to have a calendly link (8 by CSM), based on each program but then when we see this from the Px perspective we will face a limitation in the number of attributes we could link as we would have to create 8 attributes per CSM. I’d love to pick on the collective brain and see if someone has managed to solve the tracking the call that has been booked to the proper journey/CTA/Activity for reporting purposes. Thanks a lot and I’m super happy to see th

2
heather_hansen
Grand Slammer
5 months ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
posted in Customer Success Inspiration

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.

0
lane_h
Gainsight Employee: MVP
5 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Inspiration

How to Measure CS Ops

These are the core tenets that I’ve picked up about how to measure the effectiveness of a CS Ops team. How do you measure your CS Ops team’s success?Team ThroughputIt starts with tracking simple CS Ops activity. You can use some metric like features deployed. Since a large portion of our CS Ops team uses sprints, we can show "points delivered". @kendra_mcclanahan (Gainsight’s Director of CS Ops) has even built mechanisms in Monday.com so that those points are compared against expected vs. actual, and are reported broken down by high-level strategic initiatives and major areas of run-the-business responsibilities.Leading Indicators of ImpactYou’ll then want to start to collect signs that your CS Ops team is actually starting to make a difference. For example, @jennifer_bruno (Gainsight’s leader of CS Enablement & Transformation) runs a survey of our CSMs about how enabled they feel, how useful our health scores are, and so on. She coordinates with the rest of CS Ops about what areas

4
emily.wright
Gainsight Employee: Shoshin
21 days ago
B
BoyleCCRegistered User
asked in Product Experience Best Practices

How to remove 'stage' options

Hello - I’m reasonably new to GS, and was simply wondering would someone be able to advise me how to remove stages so for talks sake: Launched, Adopting, Churn etc. How can I remove options in the stages?  Thank you in advance! 

2
anirbandutta
5 months ago
T
Tina O'sullivanRegistered User
asked in Product Experience Best Practices

How to include a list of customers with same email address but purchased different products in a journey, that can be sent different product instructions in separate emails?

We are targeting customers who have low adoption scores on specific products purchased in the same invoice with the same email address. Example:Number of  invoices: 1 Product: A AND B Participant: ABC Limited Email : ABC@ABC.COMGoal :Send adoption email with instructions of Product A Send another email with instructions of Product BChallenge: The participant list can only include 1 line with Product A OR B, the other one has been removed to failed Participant list with an error message ( Participant has met the advanced criteria )therefore missing out on the opportunity to send an email to the other product. Current Uniqueness Criteria :Invoice number Company name Product category Recipient email address  Expected result: ABC@ABC.COM will receive 2 emailsInstruction of A Instruction of B  

4
matthew_lind
All Star
5 months ago
mary_taylor
Team Captain
mary_taylorTeam Captain
asked in Product Experience Best Practices

What HTML tags work when creating the CTA Comments through a rule

I am creating CTAs through a rule and would like the CTA comments field to be nicely formatted.How do I get a new line?  I’ve tried <p>, <br>  and I’ve tried ordered and unordered lists but none of these render properly, the html is stripped out.So I put a period at the start of a new line to preserver the space, and this looks horrible. How should I be including blank lines in the CTA Comments?

2
mary_taylor
Team Captain
6 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Inspiration

September 2022 CS Ops Newsletter

Subscribe to this monthly newsletter here!  Hi there,I spent alarmingly little time in the breakout sessions at Pulse. Instead, I was running around the Moscone Center, reaping the results of my questionable decisions. (Would you plan to host a 3-hour happy hour, then a breakfast roundtable at 7am the next day? Would you mind writing down your answer and mailing it to me 3 months ago?) That said, I could not be more glad that I spent my time crafting conversation spaces for CS Ops people. Feedback from conversation participants included:“One of my favorite and most valuable pieces of the entire conference” “This is an incredible event” “Ultimately found the community and human connections I was missing” “Most valuable time of the entire event. Incredible discussion, connecting with strong, talented peers, and tons of actionable insights & ideas.”Each of these quotes comes from a different CS Ops conversation event. Random CS Ops people were asked to prepare nothing, and then given

0
seth
Gainsight Employee: ACE
6 months ago
sarahmiracle
All Star
sarahmiracleAll Star
posted in Customer Success Inspiration

Pulse Roundtable: Adoption & Enablement of Gainsight

At Pulse, small roundtable discussions were hosted on various topics for the CS Ops community, and I hosted a roundtable about Gainsight Adoption and Enablement with about 8 other CS Ops professionals! We wanted to share our key takeaways from the discussion to the broader Gainsight Community -- below you’ll find the topics and notes from the conversation.Timeline Adoption Create a Last Contact Date or Last Engagement Date field on the Company object to give managers and CSMs visibility on customers that haven't been reached out to in awhile (or whose Timeline haven't been updated...!) Leaderboard for Timeline entries logged, by segment. Shared in a public-facing email or newsletter. Drive "gamification" of Timeline logging CSM Manager/Leadership Adoption Identify a GS stakeholder from this group to partner with you on GS initiatives and releases, so they can support you with enabling the ICs on the team and getting buy-in from other CSM Managers Create 1:1 Dashboards and Team Dashb

1
matthew_lind
All Star
7 months ago
katie_b
Champion
katie_bChampion
asked in Customer Success Inspiration

Gainsight Instance Ongoing Maintenance

Has anyone developed an ongoing maintenance plan for their Gainsight instance they’d be willing to share? We went through our SFDC->NXT transition this Spring and it just reiterated how quickly old reports/dashboards/rules, etc. can build up in our instance. Now that we’ve ‘started fresh’ we’re trying to figure out the best way to keep our instance clean by setting up a more formal weekly/monthly/quarterly/annual maintenance schedule. Even if you don’t have this established today, what would you want to include?

2
bradley
Grand Slammer
7 months ago
CBarber2022
CBarber2022Registered User
posted in Product Experience Best Practices

Government Vertical

Hello fellow Gainsters … I am the Director of Customer Success at a software development company that works with a very niche customer base - the state and county government space. Fresh off of the heals of Pulse 2022, I am recharged in getting integrated into the Gainsight community to learn and ideate. I would love to connect with fellow Gainsters who work in the government space. There is a lot of similarity between B2B and B2G (Business to Government), but there is likely the same amount of difference and with that, I would love to chat about what is working for others in the government space nd what is not. I would love to share the successes we have experienced as well and also where have tripped, fallen and had to get up and dust ourselves off.  

7
slee
Gainsight Employee: Rookie
6 months ago
revathimenon
revathimenonGainsight Community Manager
posted in All About Pulse

Pulse 2022 - Meet the Social Rockstars

 🌟Presenting the Social Rockstars🌟🥁 Drumroll please 🥁 Thank you for the amazing participation everyone! Phew! It was a tough one with so many amazing insights and moments shared.💡All our social sharing spaces were buzzing with notifications! 🐝 Here are the folks that created the highest #Pulse2022 social storm🌪:@Naquiyah capturing her #Pulse2022 moments in a video @matthew_lind giving us a glimpse into the Matthew Lind Hall of Fame @ewilliams510’s detailed highlights from #Pulse2022...and other folks who have taken it beyond and kept the community engaged 🔥:@LizLee2022 ‘s valuable post on value milestones @sgage ‘s detailed session takeaways @SeanDonnelly sharing crisp pointers from the Digital Journey session The Pulse app was on fire too and @edleguizamo was the gamification rockstar on there! Congratulations to all our Social Rockstars! ⭐ - - - - - - - - 🚨Psst, We’d still love to see your Pulse Party Pics here & continue to learn more from your session takeaways too!   

0
revathimenon
7 months ago
darshana.shah
Team Captain
darshana.shahTeam Captain
posted in All About Pulse

Top 3 Mistakes Making Your Data Strategy a Struggle

 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.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 c

0
darshana.shah
Team Captain
7 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
published in All About Pulse

Treasuring Pulse moments here - tell us yours!

I feel you. I’m already missing the moments we had together -- learning, having fun, and just enjoying each others’ company!So, Instead of waiting around for another year of Pulse to happen, let’s recreate them here by sharing our favorite moments from it.It could be anything like:An ‘aha moment’ that you’ve taken back to your work Your favorite moment at the Puppy booth A new friend(s) you made at Pulse Which of our snacks you loved The funniest moment you can remember Your highlights from the virtual experience  A session that made you laugh and learn at the same time Share a word of appreciation to someoneI’m sharing my favorite ones below! 👇Let’s share and revisit our favorites! 

513
anirbandutta
7 months ago
Carapeterson
Shoshin
CarapetersonShoshin
asked in All About Pulse

Congrats to the 2022 Gainsight GameChanger Award Winners!

The GameChanger Awards are designed to celebrate the Gainsight customers that never stop challenging the status quo when it comes to customer success and experience. All Gainsight customers were eligible to apply for the 2022 awards. The winners were decided by a panel of judges based on their quantitative and qualitative results/stories.The winnersTransformation Leader Award: Dealerware's EVP of Operations Melissa Terrell won the Transformation Leader award, which is given to a person who has driven material change in their organization by transforming customer success and product experience into a key driver of growth by leveraging Gainsight.Visionary Award: Seismic won the Visionary award, given to an organization that has mastered using 360 views, scorecards and advanced reporting to shift their teams from a reactive to a more proactive approach.Challenger Award: Okta earned the Challenger award, which is given to the organization that has not only risen to the occasion to take on

0
Carapeterson
Shoshin
7 months ago
nicksimard
nicksimardRegistered User
posted in All About Pulse

Pulse Conference: A First-Timer Review

The following was written after the first day of Pulse 2022. I was asked by a couple of folks at Gainsight to share it here in the Community, so here we go :)————I'm sitting on a hotel balcony in San Francisco, overlooking a swimming pool. The air is crisp, the sky is clear. Why am I here, and not my home in British Columbia, Canada?The Zapier Community won a Gainsight GameChanger award, for Outstanding Community (we use inSided, a platform Gainsight acquired earlier this year).It's a team award, but only one of us could come to the Pulse conference. That person is me :)Ok, Now...the Pulse ConferenceI haven't been to too many conferences, but I gotta say that this one's done well! Today was Day 1 (it wraps up tomorrow) and I've got nothing but positive things to say.1) The Kick-Off KeynoteLights, music, enthusiasm, a panel of awesome speakers, and a Ted Lasso-inspired pre-recorded intro video starring various Gainsight employees. What more could you ask for?2) The SessionsSo many great

3
revathimenon
7 months ago
Carapeterson
Shoshin
CarapetersonShoshin
posted in All About Pulse

Congrats to the 2022 GameChanger Award Winners!!

The GameChanger Awards are designed to celebrate the Gainsight customers that never stop challenging the status quo when it comes to customer success and experience. All Gainsight customers were eligible to apply for the 2022 awards. The winners were decided by a panel of judges based on their quantitative and qualitative results/stories.The winnersTransformation Leader Award: Dealerware's EVP of Operations Melissa Terrell won the Transformation Leader award, which is given to a person who has driven material change in their organization by transforming customer success and product experience into a key driver of growth by leveraging Gainsight.Visionary Award: Seismic won the Visionary award, given to an organization that has mastered using 360 views, scorecards and advanced reporting to shift their teams from a reactive to a more proactive approach.Challenger Award: Okta earned the Challenger award, which is given to the organization that has not only risen to the occasion to take on

0
Carapeterson
Shoshin
7 months ago
revathimenon
revathimenonGainsight Community Manager
published in All About Pulse

Pulse FOMO? Access all sessions here.

Pulse FOMO?We get it. 🤝🏻Unlock access to the Pulse Library and catch up on everything you missed!💥 Head to Pulse Library 💥 

3012
lila_meyer
Gainsight Employee: Grand Slammer
6 months ago
revathimenon
revathimenonGainsight Community Manager
published in All About Pulse

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! 🪩🎵

2498
revathimenon
7 months ago
LizLee2022
LizLee2022Registered User
posted in All About Pulse

Value Milestones Will Change How You Think About Value

🛑STOP READING THIS if don't care about #value for your company or your customers. This won't be helpful. 🛑If you do care, this post will revolutionize how you think about value delivery. Who has encountered the following:1) A company thinks they are customer-centric but aren't (we all know or work for these companies)😬 2) Unconsciously or consciously tracking value delivery exclusively for the customer which has led to a "Yes" culture (hint: a party is missing here)3) An uphill battle proving the value of CS 🌋That's why we need... 🤩Value Milestones🤩#ValueMilestones: the intersection where vendor and customer BOTH realize value.By focusing on Value Milestones we remove the polarization of the industry that companies are either customer-centric or not. A #profitable middle ground is created where companies are able to focus on mutual value realization. 💰This is why focusing on Value Milestones (where both parties see value) is the next evolution in Customer Success strategies.If y

1
anirbandutta
7 months ago
T
tonicolemanRegistered User
asked in All About Pulse

Session Content Post Conference

Are the sessions being recorded? Will the recordings be available to attendees?Thank you.

3
anirbandutta
7 months ago
J
Shoshin
jjjShoshin
asked in All About Pulse

How do I attend virtually? I'm already registered and holding a ticket.

Hey there, I’m not finding a link or a way to actually attend virtually. Are there recording of the Keynote I can look at?All the link just ask to keep registering for the event/

8
revathimenon
7 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
published in All About Pulse

Aha! Your learning journal for Pulse 2022

There is so much to learn & share at Pulse! 🙌Please use this space to share your favorite insights and reactions you have taken away from any of the sessions.You never know who it helps :) P.S. You could tag the speaker or the track leader & give them a chance to directly know what you learned from their session!

774
danielleallwood
Gainsight Employee: Rookie
7 months ago
LizLee2022
LizLee2022Registered User
posted in Customer Success Inspiration

Deliver vs Delight

It's about #Delivery NOT #DelightingAsk yourself the following and I guarantee you'll be changed forever!1. How many times have you received poor service? 😤2. How many times have you received exceptional service? 🤩3. How many companies try to delight their customers? 🧐🤯🤯🤯 I'm going to guess the poor service outweighs the exceptional service but everyone tries to delight customers. The numbers don't add up and they don't lie. Forget about delighting customers until you have the best possible delivery 🤯🤯🤯Gainsight is delightful because the CEO, Nick Mehta, has a stellar LI presence but 50% YOY growth last year is a result of delivering on their promise of higher #netretentionrate and #productadoption 😘 (cough #pulse2022 cough).It's delightful when a shooting unicorn flies across the screen when a task is completed in Asana but customers increased their spend by over $50k by 102% in the first quarter 📈 because they deliver on the ability to organize, share, and track projects e

0
LizLee2022
7 months ago
revathimenon
revathimenonGainsight Community Manager
published in All About Pulse

Pulse 2022 Social Rockstars

#Pulse2022 Get creative on social✅ You Need to be Registered on this Community to participate So who’s the most social of us all? Share your #Pulse2022 moments on your social channels & the user with the highest social activity wins! Some clues to getting ahead in the game like @Revant_Amingad on LinkedIn & @Alex Farmer on Twitter 🔥: Share your thoughts, insights & takeaways! Take us on your Pulse peak moments!   Rules for participation:You must be a registered user on this community Share a quick Quote from the sessions, post a selfie or a screenshot of a slide that rings a bell on any of your fav social platform and don’t forget to tag it with #Pulse2022 Bonus for those who participate in any of the All About Pulse conversations and then share 🙌🏼💥 We will be featuring our #Pulse2022 Social Rockstars after Pulse 💥 🔇In-person or virtual, you can continue to be a part of Pulse conversations everywhere!

4728
anirbandutta
7 months ago

Welcome back

Terms & ConditionsCookie settings