Share Industry Knowledge
Share and learn industry best practices based on specific job functions
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Scaling Massively with Digital Engagement'. What did you find the most inspiring?DescriptionDigital-first is the preferred way that most customers want to engage, and digital engagement is the only way to ensure no customers are ever ignored. Learn from customer success, product, and community experts on the best strategies to engage your customers and your community in personalized yet highly scalable ways.
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
Hi Friends! I know Gainsight utilizes the concept of associating their customers key contacts / roles with a persona. Does anyone else utilize that methodology? If so, I’d love to hear more! Also curious if anyone has any best practices with: Collecting key customer roles Scaleability, if a CSM has about 200 accounts to manage, how do you collect all of these and make sure they are up to date every year Hygiene to ensure we always have the most current contacts Many Thanks! Andor
Our CSM team often engages with our customers through a 1:many method (i.e. 1 communication reaches many customers). To guide customers along the right journey, we use 2 approaches: CSM Touches and Tech Touches. Our engagement with customers differs depending on their lifecycle stage. We use Calls to Action (CTAs) in Cockpit to remind the CSM when to reach out at critical points. We use Journey Orchestrator for Tech Touches. For more information on this topic, click here to view my full blog post. And now we'd love to hear from you! How do you structure your 1:many strategy?
It is great to show the dollars in graphs but there are some graphs that just show the number and I am unable to format the number. For instance when I do a pie chart and say show values it will show me the percentages on the right in the legend and then the number values on the pie charts but it is hard to read "4355695483.98" compared to "$4,355,695,483.98". and it would be nice to be able to round to the closest dollar.
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
Hi, One of the CSMs on my team is going on a leave of absence as they welcome a new member to their family. They won’t be working during that time and another CSM will be taking over working with the companies. Are there any best practices around having one CSM take over another's companies for a month or two? Does Gainsight offer any tools to help with this? We want to ensure data integrity and that anyone who looks at our instance knows who’s managing which companies. Thank you for all your help Community!
Our customer is newly launched and working on their enablement strategy. They are considering an INTERNAL onboarding CTA - essentially each CSM will get a CTA that has a playbook that guides them through Gainsight and lists out the next area they need to explore. They want to finalize the playbook with an email assist that they would send to their manager confirming they’ve completed the playbook tasks. Has anyone done this before? If so, does anyone have a sample playbook? The customer wants to ensure that they don’t overlook anything.Some examples to get your creative juices flowing:Log in to Gainsight through SFDC SSO Bookmark Gainsight into your browser Update your profile photo (NXT) Update your role, email and timezone Dashboard: Visit your CSM Dashboard & set Global Filter to yourself (if not set by default) Dashboard: Update the reports to your preferred visualization types Running meetings: Set the Cockpit filter to your preferred view Running meetings: Review C360 and Cus
Happy Holidays!Pulse+ is Gainsight’s Customer Success industry and best practice training subscription. The curriculum focuses on foundational training and professional development for those that are new to the CSM role, as well as more tenured folks looking to accelerate their skills, and take on CS leadership roles. (And the content is product-agnostic, so anyone can benefit regardless of their tech stack!)This week, we launched a new aspiring CS Leader training and certificate series, to compliment our existing content for CSMs and Advanced CSMs. Now, Pulse+ includes three core learning paths, 3 final exams, and 3 certificates (plus hundreds of hours of optional CS thought leadership content). All of the content in Pulse+ is offered as self-paced on-demand elearning, with knowledge checks along the way to check for comprehension. You can also check out this video to see an overview of the Pulse+ training platform. We normally offer our all-inclusive membership for $900/year per pers
Hello Gainsight Admin Community! This article about Adoption Explorer layouts will cover the basic steps of how to get started and what are the insides of it. Bringing in the Usage data and drawing insights from it is made easy with Adoption explorer. As per the business requirement Usage Layouts with Usage sections can be configured. The Usage section is similar to a report with Adoption explorer objects as the source and Layout is similar to a Dashboard holding Usage sections. To edit/create a new layout - click on the +icon available in the right corner. To Analyse the usage data let us begin by choosing one of the Usage sections. For more information refer - here Proceed by choosing the usage section type to be as “Analytics” In the next step select required measures of any Data source (Company usage info/person usage info etc…) In the show section select the measures accordingly The below screenshot shows an example of “Total, Open and Clicked En
If you have a pooled CS team / 1:many team - what is their job title and the manager or the team's job title?
Hello! We have a team of “pooled CSMs” that operate in a 1:many model. If you also have this model at your organization, what do you call this role, and what do you call the manager of this team? Do you simply call them “CSMs” and “Manager of Client Success”, or something else? Thanks for contributing!
Gainsight is proud to announce our newest group of certified Gainsight Admins! In February, 11 individuals passed the exam! Will YOU be next?! Earning the 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 the certification, click here. Hearty congratulations and welcome to the distinguished rank of certified Admins! We couldn’t be prouder!! @ Rebecca Fittro@jlicciardello@mpr@kleasure@hillarydj@alma_ramos@ray_roohparvar_faea94@jamie_anderson@andorfuhrer@sam_saunders@andy_roy
Hello Everyone,We appreciate all the product inputs that our customers take 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 v6.26 release!For more information, refer to the v6.26 (SFDC / NXT) release notes.Following are the Community posts implemented in this release: Thanks! FYI…. @neelam_mukherjee @dan_ahrens @sai_ram
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.
When will we add the ability for other roles besides Admins to access the G360? Admins are not generally the ones driving adoption of Gainsight, so the real value of G360 is for access by Adoption Champions, including Directors and Team Managers. Customers are asking for the ability to have broader use. A way to export and distribute internally would also be helpful. Any way to get the right people looking a the content would be a win-win!
I'd like guidance on how others have their CSMs track interactions with customers (emails, phone calls, meetings, etc.) in Salesforce and how they map these interactions in Gainsight using milestones or other reporting. Our team does not have a current standard on how to track customer interactions in Salesforce which is frustrating to our Sales team and as I roll out a clear standard of how we are going to use Salesforce to show visibility into our interaction with customers, I'd appreciate guidance on how other Gainsight customers do this. Thanks in advance for your help!
Hi all - new to the community and curious how other handle an Annual Business Review with a client that has multiple SAAS assets from your company. I ask because our company’s clients could have up to 15 different SaaS solutions (all provided by us), that our CSMs need to include in an Annual Business Review. We were pretty efficient with our processes before when we were only reviewing performance and goals for 2-3 assets but now - it is getting to be a bit much. Anyone else out here have a similar issue that wouldn’t mind sharing some best practices or ideas related to this? Thanks!
A couple of our scorecard measure have an N/A (not applicable) option I've found that when people select this it skews the score down which makes sense since the grading scheme is set at the bottom with 0-1. How do I allow for there to be an option for does not apply that will not effect the overall score? Even if I make it 50/right in the middle that will also be an inaccurate representation of the overall score. Thank you, Lauren
If you work in multiple Gainsight Nxt environments (ex: production, sandboxes, or other instances), you’ve probably lost your Chrome Tab along the way. Which tab is production and which one is the Sandbox? Where’s my sandbox tab? I’ve run into the same issue when administering multiple Salesforce environments and luckily, someone built an extension for that. Find out more about Salesforce Colored Favicons in my previous productivity hacks article here.Working in multiple tabs is pretty much standard nowadays. I can’t imagine ever being in Chrome and just having on tab open. Especially when I’m promoting changes to Production or copying changes over into another environment.In the past, I typically would have one window with all tabs in order. And if that was too confusing, I would open one window with all my sandbox tabs, and a second window for all my production tabs. It kept things a bit saner but I’m still human and would often confuse which window is which. This error is easy to ma
Hi folks, Our customer base is quite atypical - we work with farmers. As you can probably assume, seasonality is therefore a huge factor in everything we do. As we begin to plan out the revamp of our health scorecard and think about our risk escalations, we are attempting to determine the best way of catering to the seasonality we know we face. For example, if usage is below X in January, that’s totally ok; but if it is below X in July, that is a huge red flag. To top it off, these seasons can vary between farms based on the type of crop they are focused on. That level of segmentation is a bit rough in our database, but I am working on making that information more useful as well. I would love to hear any ideas or thoughts on how to approach this!
To nail the post-sales to CS handoff with your new customers, there are several critical components. Some of our Gainsight leaders gathered their thoughts into a playbook to share with you in this recent blog post.The high level plan:1. Define a taxonomy of outcomes2. Create a simple way for sales to capture the client’s desired outcomes3. Operationalize a Success Plan to map to the pre-sales definition of outcomes automatically4. Build the Success Plan into the product5. Demonstrate valueCheck out the blog for the details on how to transform the CS journey across your company!
Happy New Year, everyone! I would be really curious how other organizations keep up primary contact hygiene, in particular with tech touch models. As we work to automate more fully our SMB and long tail models, we struggle with having the most up to date contacts. I’d love any information/ideas/that you can share.
Already have an account? Login
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.