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652 Posts

revathimenon
revathimenonGainsight Community Manager
published in All About Pulse

Who's attending Pulse 2022?

Pulse 2022 is just a few weeks away! Mere weeks, can you believe it? 😱Everyone we talk to about it is brimming with excitement. 🌟       

2021
revathimenon
7 months ago
J
Shoshin
JyothsnaShoshin
published in Customer Success Inspiration

Tokenizing URLs in Email template

Hi Admins! This post shows you how to insert tokens inside the URL. It is super simple to implement and it is very helpful since this use case is very common where Admins want to embed the URLs that are customer specific. I am here showing the use case where I have configured a email for CSM to notify them when Sentiment score drops/changes. In the email template, I want to embed the link which navigates to the respective account’s C360 page. The first part of C360 page URL remains consistent and last part of URL keeps changing with respect to account.  In the email template, click on the insert link so that you can place the URL towhich you want to navigate.  The new pop-up window appears where you insert the token within in URL. As the Account Id as I highlighted keeps changing I am tokenzing that. We can map the token to any fields in “Edit token Propoerties” section, here I am mapping the Account→ Id from Account object.  Here is how it looks after I tokenise the URL: Hope this hel

1983
sai_ram
Grand Slammer
2 years ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
posted in Customer Success Inspiration

How to transition customers to a low touch engagement

I’m seeing more and more organizations put the importance on digital led segmentation as they go into the end of the year. It is important to focus on digital led strategy to plan for durable growth over the next few years. The question I’m seeing get raised is “How do we transition customers into a digital led/digital first program?” This question is one I faced last  year as we were building out our segmentation. The hard part was I couldn’t find many resources on how to do this. However, I did have some great conversations with people at organizations who had to make changes to customer engagement models (high touch to mid touch, changing CSMs). We took some of these best practices and applied them to our approach. Determining when to transition customersThere are three ways we identified when customers should move engagement models:Evaluate their current engagement - Look back at the data you have. Which customers meet the criteria for the new engagement model you are moving them t

1
Jef Vanlaer
All Star
7 months ago
andorfuhrer
Team Captain
andorfuhrerTeam Captain
asked in Customer Success Inspiration

Managing Customers Key Contacts

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

2
pope1chase
Shoshin
4 months ago
elena_painter
elena_painterRegistered User
asked in Customer Success Inspiration

Alternate names for CSM team

What alternate names have you heard or considered for your Customer Success team? For example: [list] [*]Client Outcomes [*]Onboarding Services [*]Adoption Services[/list]

3
robert_mcneely
6 years ago
andorfuhrer
Team Captain
andorfuhrerTeam Captain
asked in Customer Success Inspiration

Who has the BEST Success Plan for Tracking Customer Goals?

Hi GS Fam!   I’m hoping to draw some inspiration from y’all around tracking customer goals via a Success Plan.  I would LOVE to see if y’all can share your best practices around the process and documentation.  A simple screenshot of your plan info section would suffice too!   We are in the middle of really REVAMPING how we track, document and manage these bad boys via Success Plans, would love some inspiration and best practices!   What we are looking for: We want to record Customer Goals (easy) Document current KPI measures Document target KPI measures Document customer outcomes    I know it’s easy to just create a text field and document these, but looking to see if anyone has more innovative ways, even if it means changing the overall process.   Thanks! Andor

2
sai_ram
Grand Slammer
2 years ago
kara_kogelman
kara_kogelmanRegistered User
asked in Customer Success Inspiration

Making NPS data Actionable

I'm looking for ideas about how other companies are making data from NPS surveys actionable.  Are you doing any automations inside of Gainsight to get the survey results to product teams or other groups who need to take action?  How are you circling back with the customers on updates that have been made? I'm struggling to find ways to do this.  Perhaps I just need to take it outside of the system.  I also couldn't find much documentation from Gainsight on this. 

8
karl_rumelhart
Gainsight Employee: ACE
4 years 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
aviv_caspi
aviv_caspiRegistered User
asked in Customer Success Inspiration

Update custom fields when a playbook is created

When adding tasks to a playbook there is an option to choose the owner/date/priority/status and so. I want the option to customize those fields and add a custom field we have on Task Object in SF - Medium. This field holds the medium of the task (email, phone, etc..). Actually, I want to choose the medium when creating the playbook task so whenever the specific task will be created under the playbook the medium will be marked automatically. Is there a way to do that? Thanks! [img]https://d1qy7qyune0vt1.cloudfront.net/gainsight-en/attachment/RackMultipart20160822-84037-rypufn-Adding_a_Task_to_a_Playbook_inline.png[/img]

10
t.uzel
Shoshin
2 years ago
faelan_herriott
Shoshin
faelan_herriottShoshin
asked in Customer Success Inspiration

Does your company have a team dedicated to internal systems?

Hi everyone, We have recently moved to Zendesk to handle our support, Salesforce to handle Sales, Gainsight to handle Customer Success and Onboarding, and Acuity to handle training. We also use Pendo to collect Product info. Just wondering, for those folks out there that have several internal apps at play, do you have a team dedicated to the administration and implementation of these apps? Does your product or engineering team play a role given that coding is no longer required? We are considering have one person from each department handling admin and development of each app, but we feel that some sort of 'CRM Manager' who has oversight of internal systems might be necessary, for technical expertise, to keep cohesion and ensure best practice. Would be really interested to know how other companies are managing internal tools as I guess everyone is now moving away from in house solutions. Any insights or suggestions would be greatly appreciated! Thank you.

10
K
4 months ago
lila_meyer
Gainsight Employee: Grand Slammer
lila_meyerGainsight Employee: Grand Slammer
posted in Customer Success Inspiration

How Customer Success is Adapting to Virtual Business World

The Gainsight Customer Success team is hosting webinars this week on how CS professionals are adjusting with the current times and discussing best practices, tips, and innovative ideas for transitioning to a virtual customer success world. Please add your questions, comments, and key learnings from the session(s) here! We look forward to continuing this conversation with you.

8
anirbandutta
1 year ago
jen_molitor
jen_molitorRegistered User
asked in Customer Success Inspiration

Measuring CSM Gainsight adoption

Hi all, We are looking to create an ROI of Gainsight based on CSM performance. Our CSMs have a number and we are thinking about looking at CSMs quota performance and comparing it to Gainsight adoption. Our theory is that for those reps that are hitting their number would be the same reps that are using Gainsight. This would then provide an ROI and a health score of sorts for our CSM Gainsight adoption. We've talked about using timeline activity, C360, CTA close % and page views for our 4 measures. Has anyone else created a 'CSM health score' outside of the tracking that Gainsight provides on the Gainsight 360? 

5
denver_kirkpatrick
4 years ago
damien_barry
damien_barryRegistered User
asked in Customer Success Inspiration

Gainsight User Groups

Hi All Were can I find Gainsight User Groups? It would be great to meet up with other Gainsight Users and learn from their experience.  I'm specifically looking for one in Dublin, Ireland myself but can't seem to find any anywhere outside the US. Thanks

7
petersgordon
4 years ago
P
Gainsight Employee: Veteran Rookie
phaneendhar_lingamGainsight Employee: Veteran Rookie
published in Customer Success Inspiration

Monthly CTA closure rate by Owner

Monthly CTA closure rate by Owner   It is important for a Customer Success Director to keep tabs on work performed by various CSMs. CTAs come in really handy to keep track of the tasks completed. Below is a rule that can show you CTAs completed by each CSM on a monthly basis and if they were completed by due date or have been overdue.    Rule Name: GS : CTA overdue percent   Rule Flow Diagram:     Flow of the rule as follows, Fetch CTAs (Fetch Task) - Fetch required fields from Call To Action object,     Extract Due Date as Date (Transformation Task) - Due Date is Date Time field, in this transformation I’m generating a new date field Due_Date using date function on Due Date field.     Extract Due Date Month (Transformation Task) - Extract month value from the prior generated Due_Date field     Get Total Due CTAs monthly (Transformation Task) - Get the total number of CTAs due for each owner on a monthly basis - no filters are required here  

1723
P
Gainsight Employee: Veteran Rookie
2 years ago
LukeM
Shoshin
LukeMShoshin
posted in All About Pulse

Pulse Europe 2022 👉 80 to 8000: how we scaled in 1 year with Digital Customer Success 🚀

WHO?After speaking with Adam Joseph, VP of CS, on a fireside chat about Digital-Led CS a few months ago (see here for recording) … myself and Jordan Barker are very excited to share our journey with everyone at Pulse Europe in a few weeks. 🤩 We’ve grown a scaled Digital Customer Success operation from the ground up in just 12 months; innovating, building, failing, experimenting and using data science to build a digital environment to ensure the success of our 8000 customers. 📈WHAT?Covering PEOPLE, DATA & TECH and INFLUENCE, we will be aiming to educate and entertain. Walking you through our journey to leave you with nuggets of information and learnings to take back to your organisation as you aim to scale your CS delivery. 💡HOW?Join us at 11:30am on Thursday 10th November. 👋Or feel free to message us to connect during the conference - we would love to chat and make new connections. 

10
LukeM
Shoshin
4 months ago
jake_smith
jake_smithRegistered User
asked in Customer Success Inspiration

How do GS admin's tackle currency conversion to USD?

Hello,  Looking to see how other admin's have solved currency conversion to USD within gainsight, or a load from SFDC.  Today: ARR is shown in it's native currency in SFDC & then has a converted USD option for visibility & reporting, however that is not an option to load to the company object in Gainsight. I can work on a solution with our SFDC admin team however I'd like to see if there's an in-house solution first. How are other groups building their Gainsight operations to be able to show only USD? I cannot find any support articles so any help is appreciated!

4
sidhu
Gainsight Employee: Rookie
5 years ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Inspiration

April 2022 CS Ops Newsletter

Subscribe to this monthly newsletter here!   Hi there,Lately, I’ve been mapping CS Ops career journeys. What does the transition look like into CS Ops or into Gainsight Administration, and then upwards, and what resources do people need? Yet, for my own career, I find myself turning more and more away from mere information, and towards time with mentors, mentees, and peer coaches. I’ve realized how hungry I am for ideas from 'far-off lands,' and for a buddy who’s willing to poke at questions of, 'What matters most, in this case?'So, I hope that, in serving up the knowledge below, I’m creating a space where you can step back from your day-to-day, even though we aren’t sitting together over a beverage. Mostly, though, I hope that you can find someone outside your company to talk with about CS Ops. I’ve come to believe that there are an awful lot of people striving to maximize their ‘doing,’ and we could use more of us who strive to pause and attend to each other, since there's so much va

1
Marwan
Shoshin
9 months ago
GameChangerAdmin
GameChangerAdminGainsight Community Manager
published in Customer Success Inspiration

Your Ideas Were Implemented in our November Release v5.20

We really appreciate all of the product inputs that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect. We want you to know that our product team listens and carefully considers your ideas and concerns. In our November Release v5.20, I'm happy to report that we implemented 11 of your suggestions! Here's the complete [url=https://docs.google.com/spreadsheets/d/1Y2i9JZ-OzSUHlKlqqKvlqpyvTVaVBROmA-XWJdbv868/edit?usp=sharing]list[/url].

1690
GameChangerAdmin
4 years ago
T
Veteran Rookie
tracyhigginsyoungVeteran Rookie
asked in Product Experience Best Practices

Seismic Integration within Gainsight

Does anyone have experience with integrating Seismic into Gainsight?  I am envisioning a CSPM would be able to send Seismic resources to several contacts within an account in GS and have a report provided (within GS) as to which resources had been sent to which customers, when they opened it, etc.  Perhaps GS could “monitor” when the resource was viewed by the customer and create an automated CTA for CSPM with follow-up steps. 

2
Marwan
Shoshin
5 months ago
zak_kovat
zak_kovatRegistered User
asked in Customer Success Inspiration

Scoring our "Support" Category

We use "Support" as a scoring field and are still thinking through how to score our account.  Things we think about are: "is it good or bad if someone has no cases", "are a lot of cases always a bad thing", "without perceiving customer tone, how do you automate this scoring"....Has anyone else looked into this before?  If so any good recommendations for this? 

8
tom_wix
7 years ago
AnthonyF_Curity_CS
AnthonyF_Curity_CSRegistered User
asked in Customer Success Inspiration

Defining Success and Creating a Health Score

Hello out there. I am leading efforts to stand up a team and implement effective CS strategies within my company for a healthcare technology. I am looking for general references on how to go about defining “success” for our end-users and developing a health score to track and identify opportunities. Any direction would be greatly appreciated! Books, webinars, articles, etc...

8
Shanetti
Shoshin
26 days ago
elena_painter
elena_painterRegistered User
asked in Customer Success Inspiration

CSM Tip: What are the best practices for transitioning accounts to a new CSM in Gainsight?

[list=1] [*] Follow a CSM Transition Playbook. You can either create your own, or ask an admin to download a [url=https://jbcxm.na7.visual.force.com/apex/vault?id=bb9kmljiseczh27bw1eu58f2o]pre-built one[/url] from Vault. This ensures that CSMs with transferred accounts are all following the same steps. Here are some recommended tasks from the CSM Transition Playbook: [list=1] [*] Conduct internal transition meeting with new CSM; update CSM field in CRM [*] Introduce new CSM to customer [*] Create milestone for new CSM [*] Align with customer on objectives & outline next steps [/list] Ahead of any customer meeting, review all existing [url=http://www.gainsight.com/customer-success-best-practices/how-we-use-success-plans-to-achieve-predictable-value-delivery/]Success Plans[/url] for the account. Success Plans contain a roadmap (sometimes known as account plan) for achieving your new customer’s objectives. [*] Throughout the transition, keep a consistent log of meetings and

0
elena_painter
6 years ago
einat_pick
einat_pickRegistered User
asked in Customer Success Inspiration

Generating Executive Summary report directly from GS

Before our executives have a meeting with a customer they ask to get an Executive Summary report (for which we built a template). This report includes details from various places - All of them are already in SF or GS. For example:  Key contacts, Open opportunities, NPS Score, Product purchased. Is there a way to have GS pull these info from all these sources and generate a PDF/Word file that can be sent to the executive?

9
abhishek_sivaraman
Veteran Rookie
6 years ago
james_whitehead
james_whiteheadRegistered User
asked in Customer Success Inspiration

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

6
chad_horenfeldt_c2ba52
4 years ago
eugene_glazyrin
eugene_glazyrinRegistered User
asked in Customer Success Inspiration

Assign CTA to queue/pool

We are rolling Gainsight out for our Client Services org (after deploying Account Management) and bumped into a limitation: we have some accounts which do not have an assigned client success rep. We need to assign CTAs to a queue/pool of employees, and then manually push the CTAs. More than one person will be dispatching the CTAs, so assigning to a designated manager does not seem to work. Gainsight also cannot create cases (we use cases instead of activities for client success work). Did anyone deal with a similar scenario; are there any workarounds?

7
angela_mckay
4 years ago

Welcome back

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