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ReviewPro will be represented at Pulse for a 3rd Pulse in a row in Europe
We are so psyched about the upcoming Pulse in London in a couple of weeks. Kirsten Andres and I will be speaking about how we have been using Gainsight CX and Gainsight PX to globally scale our Customer Success approach with our customers…….join our session to find out how we generate more than 10,000 (yes…..TEN THOUSAND) NPS responses every six months, and how we use this date to shape our Customer Success approach with our customers…….I could go on and on and on…..buuuuut why don’t you just come and see our session??? :-DLook out for the session titled “The ‘Unbeatable’ product engagement strategy to support worldwide growth”.
Come Together, Right Now, Over PulseBlog
Witnessing the originsGainsight was birthed as a Community and the Pulse Community is how it all began led by none other than coach Mr. Ned Sasso himself.You can check the #PulseEU22 tag to experience the conference through the eyes of attendees and speakers. On this post I’d like to give you a personal take of this spectacular London event as a Community builder who’s feeling this immense sense of satiety witnessing the coming together of the Community, on the ground, as it is online. So here are my top 10 moments from Nov 9, and 10. 1. The Venue There are conference venues, and then there is London’s historic Tobacco Dock for a venue. 2. All About Pulse is as IRL as it gets I found myself seated right next to one of our first respondents to the ‘All About Pulse call to session intros’, @Jef Vanlaer and the Software AG team (and our UX supremo @ophirsw), right before Jef’s session on day 1. 3. Long time collaborators meet Very special moments like these when @baji_bathula our Office h
inSided + Gainsight Communities together at Pulse Europe 2022
Keeping a community alive is no easy task.It takes dedication, effort and a passion!I know no one as passionate about Community as @anirbandutta.We will be together at Pulse to talk about the initiatives we are excited about to drive engagement in our communities, and we hope it will inspire you to experiment with your own community programs to drive sustained customer success. Feel free to connect with us in the this thread, or via Linkedin. I am always happy to connect and chat community, knowledge management and self service.
What are you reading / listening to that's adjacent to Customer Success?
What books, podcasts, authors, topics, etc. you follow to supplement your Customer Success career?I’m interested especially in what tangential material or subjects you follow. Perhaps there’s a leadership expert who relates her expertise in a way that particularly helps you. Or there’s a YouTuber who really shares his goal setting habits well. It’s not directly Customer Success knowledge, but it’s applicable to our field.What do you follow or listen to or read, perhaps that’s not directly in the Customer Success swim lane, that you’ve found especially helpful or inspirational?
Customer Lifecycle Data Best Practices
Good Afternoon- I'm the new Gainsight admin for my company, and we're almost ready to roll out some new features to our CSM team. One of the last steps before roll-out is to define which lifecycle stage (New Client, Onboarding, Adoption, Expansion, Renewal, Retention Roadmap, etc.) each customer currently resides. What are best practices for which database (GS or SFDC) this type of information should live in? What are pros/cons of each location? We're running with relationships if that makes any difference in best practices. Thanks for the help! -Jim
Come chat with the Gainsight Product Team at Pulse!
Hi Community!Myself and a number of members of Gainsight's Product Management team will be attending Pulse in just a few short weeks (April 10-11, 2018). We'd love to meet you and discuss your product related feedback, praise, challenges and ideas! If you'd like to schedule some time specifically, please feel free to reach out to me at firstname.lastname@example.org.Click the banner below for more details and it's not too late to register!Looking forward to seeing you there!
How do people use the comment section?
My company is just in implementation with Gainsight, and I am just getting acquainted with the tool and am wondering how best to use the 'comments' section on C360. If anyone could comment on how their CSMs or other users are utilizing this field, I would appreciate it. Thanks! ~Anne
What type of outreach do you do for low-touch customers leading up to auto renewal?
We have recently started to offer auto renewals to our new customers. Many of them are in a segment that has no CSM, but does have the Renewals Team handle renewals. We're about to have some of our first automatic renewals come up and we're wondering what type of outreach other companies are doing leading up to this renewal/anniversary date. Is there a health check X days before the anniversary? Are you reminding the invoice is coming? Does anyone have a best practice to share?
Variable NPS based on Customer Contract Date - Troubleshooting
We have been in the process of implementing GS and are hitting some pretty frustrating roadblocks when it comes to setting up the logic to support our NPS methodology. We would like to send NPS surveys to customers based on where they're at in their contract v. a blanket send to everyone every quarter or 6 months, etc. This doesn't seem to be an unheard of idea and in fact has been promoted as a best practice by Gainsight and many other CS professionals, however we cannot get this to work with advanced outreach! We would like to send on the following schedule: New customers get NPS in month 8 of their contract and then every 6 months following. Existing customers will get them sent every 6 months based on contract start date. Has anyone else either run into this problem or been able to solution something that supports a variable send schedule?
How to un-do a manual health score override by a CSM?
We've just rolled out the Gainsight tool to our CSM team. We've instructed them to use CTAs to influence the health score card instead of manually adjusting the health score number themselves -- to prevent too much subjective override. If a CSM does happen to manually adjust the score, how long will this stick? And how do we change it back so that the score is calculated from rules and open risk/opp CTAs?
NPS As Part of CSM's Performance Metrics
(1) What's the best way to measure NPS as part of CSM's performance metrics using a manager's dashboard or report? (2) We can set up a report by CSM by month with % of detractors, passives, and promoters as a column chart. Is there a way to get the actual NPS score by month by CSM?
Recording: Proactive Pooled CSMs (CS Ops Meetup Presentation)
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’s the recording! And 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 alignm
How to deal with Duplicate Users in Gainsight
Most of the credit for this post goes to @sdrostgainsightcom, who shared the bulk of these steps with me during an office hours session a while back. I’ve since added a couple notes of my own, as I’ve been dealing with a few user cleanup projects in our org. I’m hoping this can be a helpful guide for anyone else going through this process (and selfishly, I’ll probably need to reference this myself in the future!). ISSUE: When a username is changed in Salesforce for a user that is synced into Gainsight, the User Sync job, which uses the Salesforce Username as the upsert key by default to maintain the connected Gainsight User, creates a new user record: The new Gainsight user has the SAME Salesforce User ID, but has the NEW username from Salesforce – this user will not reflect the applied Gainsight license, etc. since that info remains unchanged on the original user record with the now out-of-date username. This original Gainsight User will not be updated by the sync job going forward
Ideas for customer exit interviews for churn analysis
We're looking to do some churn analysis, and want to get our hands on some qualitative data. Unfortunately, when customers have churned we haven't had a formal exit interview process in place. Does anyone have any ideas/suggestions for what could work here - if fair to reach out to churned customer after they've left a year or so ago, etc.
CS Knowledge Drop - Customer Success Organizational Structure
As you may know, Gainsight recently announced a new organizational structure to prioritize Customer Success. You can learn more about this exciting change either by reading this [url=http://www.gainsight.com/2016/03/23/reorganized-entire-post-sales-organization-drive-customer-success/]blog post[/url] by our VP of Customer Success and Business Operations Allison Pickens or by watching this recent [url=http://access.gainsight.com/20160623-gainsightorg/]webinar[/url] on the topic. Our team is thrilled to prioritize customer outcomes above everything else by aligning our teams around a new, customer-centric organization. [i]How has your company organized around the customer? [i]What strategies have you used to navigate a customer-focused reogranization? [i]What questions do you have about Gainsight's recent reorganization?
Interactive report across multiple objects
Looking for suggestions from the field on best use case for the following scenario from an admin's perspective... We'd like to pull a report across multiple objects (i.e. opportunity, account, customer info) that we can review upcoming Customer Success owned renewals each quarter. The strategic part I'm trying to figure out is how do we track a couple of key questions that we will fill out during our meeting and store them so we can push this information upstream at any time. What are your suggestions for the best area to do this: 1) Data spaces - my initial go-to. Relatively easy to pull this info into a report, but I'm not sure the best way to capture information from our meetings. 2) MDA - Another thought was to build a table and either feed this via rules engine, or just to upload information manually via csv after each meeting (since this will only be quarterly). This is a little more high maintenance but we could add in a column for date tracking. Any suggestions off of these
Looking for a GS *Best Practice* for churned accounts
Unfortunately there are times where an account churns from being a customer. And , unfortunately, there are a couple times when an incorrect account is loaded into GS. Its simple to find the account in a standard view and delete the account. I was wondering if there was any best practice about perhaps "marking" the account as churned in GS versus deleting the account. The account is updated and altered in our CRM world as an inactive customer along with the appropriate notes. But does anyone currently keep these accounts in GS and mark them as "lost"/"churned ? Havent yet explored the idea of creating a rule to *delete* churned accounts automatically. I assume if the accounts stayed in GS, the views , dashboards, perhaps rules would have to be adjusted. thoughts ? feedback is much appreciated.
roll up lowest relationship health score as account health score
We utilize the relationships feature to keep track of many programs that customers are running with us. Every program is important but if one program is red we would rather know the account is red - showing the account has important action items and may be at risk. Is there a way I can roll up the lowest relationship score as the account overall score? What does that configuration look like?
CSM visibility to Copilot Templates
Our CSMs do not have access to Copilot and all components of outreaches (powerlists, templates, scheduling, etc.) are created by admins. Though we've provided reporting in the C360 view, our CSMs would like to be able to see the specific templates sent. Is this possible without giving them admin access?
Is it possible to have Contact records displayed under the C360?
Is it possible to have Contact records displayed under the C360, so that our CS managers can log tasks under these contact records from Gainsight? We want our CS managers to use Gainsight only for this kind of work, but unsure if this is possible or not. Many thanks, Ana Costa
Changing chart colors in charts created using MDA data
Hi Anyone have any idea how chart colors can be changed when charts are created in Reports 2.0 using MDA data? More like is this even possible? Mainly because below you can see the two Green colors are almost so similar its confusing to which metrics this is referring to. [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20151009-3306-1iy7yof-Screen_Shot_2015-10-09_at_1-12-37_PM_inline.png[/img]
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