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660 Posts

revathimenon
revathimenonGainsight Community Manager
posted in All About Pulse

All things Social with Pulse 2022Blog

In-person or virtual, you can always join the #Pulse2022 (USA) and #PulseEU (EU) conversation by[1] Join the Community [2] Download the App [3] Share on Social 🤝🏼 Register and participate in the ongoing threads in this All About Pulse space 📱Download the mobile app for an IRL experience of the event  iOS Android #️⃣ Use hashtag #Pulse2022 (US) or #PulseEU (EU) to share conversations with the world on Social media        See how @matthew_lind uses the app for a rich conference experience.The app is also available for the web. ---------------More at All About Pulse...🙌🏽🚨Choose the track of your choice and leave a question/comment anytime before, after or during any sessions.🚨Join all the catch-ups happening at Pulse. 

2
revathimenon
5 months ago
revathimenon
revathimenonGainsight Community Manager
published in All About Pulse

All Pulse 2022 NetworkingBlog

Here’s a collection of all catch-ups happening at Pulse. Just comment on the relevant post to join or propose meetups, or even tag along with someone for the Pulse party. 🙋🏾 ---------------More at All About Pulse...🙌🏽🚨Choose the track of your choice and leave a question/comment, before, after or during any sessions.🚨Whether you are attending Pulse in-person or virtual, engage in all things social at Pulse.

2770
revathimenon
7 months ago
revathimenon
revathimenonGainsight Community Manager
published in All About Pulse

All Pulse 2022 TracksBlog

Jump to the on-going Track to leave a comment or a question anytime before, after or during the session.Also, watch out for QR codes displayed at the venue to scan and jump to these tracks real time. #PulseEU tracks:#Pulse2022 USA tracks: ---------------More at All About Pulse...🙌🏽🚨Join all the catch-ups happening at Pulse.🚨Whether you are attending Pulse in-person or virtual, engage in all things social at Pulse.

4090
revathimenon
7 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in All About Pulse

"Heads Up!" -- Gainsight Admin Edition 🎪

Ready to test your level of Gainsight technical geekery? Grab a friend (or it’s best with a group!) and your iPhone, and show off all that hard-earned knowledge!(You will also prove your technical skill by installing this app, because this process is crazy.)Download the free “Phrase Party Lite” app. (The original “Heads Up” app from Ellen Degeneres costs real money to download. 🙅) Download the Gainsight Admin Edition file   Click the blue arrow icon, then ‘Downloads’ Select the Phrase Party file     Click the “Share” icon in the top right     Select Phrase Party     You did it! 🎉 🏆 Game on! The app may ask for camera/mic access. You can deny both. Choose a Game Mode in the top right. We recommend Party Heads! (Party Heads how-to video) Scroll the horizontal Category bar to find Custom at the end

0
seth
Gainsight Employee: ACE
7 months ago
lane_h
Gainsight Employee: MVP
lane_hGainsight Employee: MVP
posted in Customer Success Inspiration

Recording: Putting a low-usage customer back on track

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in July  2022 about how to put a low-usage customer back on track. 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
7 months ago
danielleallwood
Gainsight Employee: Rookie
danielleallwoodGainsight Employee: Rookie
posted in All About Pulse

Pulse USA/EU: Gainsight's CS Ops Mentor Program

We’re so glad you’re here! A little over a year ago at Pulse, Gainsight announced the CS Ops Mentor Program just for CS Ops Professionals, whether you were looking to land a role, just getting your feet wet at 6 months in, or experienced! Since then, in Gainsight’s community alone we have had over 3,000 people from all sorts of CS roles reply with interest and start conversations, and 293 mentees, 25 mentors, and 152 who don’t mind either, sign up for the Program. If you missed it, don’t fret! This year at Pulse there’s a big chance the best minds will also be a part of our growing CS Ops community.  CS Ops Mentor Program for new and experienced CS Ops Professionals:Mentors can expand your network, build coaching and people skills, while reinforcing your knowledge on subject matters and offering mentees a different perspective. By the way, signing up is easy and free. “I have mentored dozens of people in my career and it has made me better at what I do. Teaching is the best way to trul

2
danielleallwood
Gainsight Employee: Rookie
4 months ago
sarahmiracle
All Star
sarahmiracleAll Star
posted in Customer Success Inspiration

How do you measure ROI in your customer scorecard?

If you follow the Gainsight DEAR framework for outcomes health, how do you measure customer ROI in your scorecard?

3
Jef Vanlaer
All Star
7 months ago
Carapeterson
Shoshin
CarapetersonShoshin
published in All About Pulse

In Person Networking at Pulse!

Can you believe we are just over a week away from Pulse? Not sure about you, but I’m FIRED UP for thousands of professionals in Customer Success, Product, and Community from across the world to learn, celebrate, share, and have fun in our own unique way.It’s been a popular request to meet other customers just like you and we wanted to create a space for you to set up some in person networking opportunities!  Comment on this post with your interest area (Example; Digital lead CS, Community management. etc.) to meet folks who are trying to solve a problem just like you! If you have any questions, please reach out! CaraCustomer Advocacy Manager @ Gainsight  P.s. Comment on post to continue to meet in person after Pulse. Let's form local user groups from your area if there are enough people interested.

91653
anirbandutta
7 months 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
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in All About Pulse

CS Ops & Gainsight Admins at Pulse: Know-Before-You-Go!

If you’re in CS Ops or are a Gainsight Admin, here’s how to get the most out of Pulse!MEET VIRTUALLY, TO RAMP UP TO MEETING LIVEThe “All About Pulse” area is live for the ramp-up to Pulse. Speakers got things started by posting about their sessions, including in the CS Ops track. During Pulse, we’ll be directing attendees here to post their questions, reactions, and  ‘aha moments’. So, to get ready, create an account, put a pic and info in your profile, and post a comment about the one thing you most want to learn about this year. (This is the one area of Pulse that is open to people who have not purchased tickets.)TUESDAYPulse Academy Live (registration required) Gainsight 101: Gainsight Admin Foundations Gainsight Admin 200 Series Gainsight Admin Happy Hour 🍻 We’re thrilled to get admins together with the only other people in the world who can appreciate an elegant Bionic Query! Gainsight is providing drinks and appetizers. 5:30-8:30pm No registration required Black Hammer Brew

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seth
Gainsight Employee: ACE
5 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in All About Pulse

Small-Group Admin Coaching at Pulse USA - Limited spots!

For Gainsight Administrators attending Pulse 2022 in-person, we're creating an opportunity for you to come away with customized, tactical coaching from an expert admin. Plus, you'll meet fellow admins who you can feel comfortable connecting with in the future. Five experienced admins -- hand-picked members of our CS Ops Product Council -- will each host a roundtable.Each roundtable is limited to five participants so that the conversation can be intimate and in-depth. Registration is required to secure your seat.You can only register for one. Several will happen during the same lunch block, plus we want to maximize the number of admins who have access to this opportunity.Bringing a Negotiation Framework to Collaborative Design, hosted by Bradley Bazhaw @bradleymcg -- Register Here Description: ​​​​​​​When building a solution, you need to partner with people to understand their requirements, but also decide on a design that works within the capabilities of your system(s), like Gainsight

3
matthew_lind
All Star
7 months ago
slee
Gainsight Employee: Rookie
sleeGainsight Employee: Rookie
posted in Product Experience Best Practices

How are you identifying Power Users of your products/features?

I’d love to get some ideas from people in the Community on how you are leveraging various data inputs to identify and track your power users. Do you identify power users by product suite? By specific features? What does a “power user” look like and are there specific data points you look for when identifying those individuals? (ex: certain hours spent in the product, adoption of a specific feature or workflow, hours spent engaging with your customer-facing team or community, etc. Are there other ideas that come to mind?) Once you have power users identified, how do you use that information? (ex: targeted marketing or outreach, product pilot programs, surveying, reference programs, etc.)

0
slee
Gainsight Employee: Rookie
7 months ago
D
Shoshin
donnamcnamaraShoshin
asked in Customer Success Inspiration

Usage report for GS

Hello- I’ve seen some really old posts on this topic but nothing recent… I’ve been asked to report out on internal usage of our GS platform. They log into it via SF so I’m not sure if I can get logins / week - any suggestions or help on what to pull for this type of report would be helpful. TIA!

3
matthew_lind
All Star
6 months ago
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
8 months ago
lauren_olerich
Gainsight Employee: Shoshin
lauren_olerichGainsight Employee: Shoshin
published in All About Pulse

TRACK: KEYNOTESBlog

Please use this blog post as a place to discuss your thoughts on the sessions and topics covered on the topics covered in our three keynotes.What did you find the most inspiring? DescriptionDuring the day 1 opening keynote you'll uncover trends in Customer Success and Product, hear from business management expert Geoffrey Moore, and catch panels of CPOs, CROs, and CEOs.On day 2, the product team will unveil incredible product enhancements that change the game of customer-centricity.We'll close day 2 with a fireside chat with the CEO of Box, a panel conversation with Community leaders, and a surprise keynote speaker!

1413
anirbandutta
7 months ago
bplaster
Shoshin
bplasterShoshin
posted in All About Pulse

6 reasons that I'm heading to Pulse this year in 2022!

#1 - Your best team event EVER will happen here. Personally, I've hosted my annual team Customer Success event here year after year and it's a fantastic environment. The ORA of Customer Success will be so strong and powerful like the force, and your team bonding experience will absolutely change the game for your company. You might even win an award!#2 Puppies - Last year there was a puppy cam which created so many "good feelings" across cyberspace it almost took down the servers. To quote the great Charlie Brown and Snoopy, "Happiness is a warm puppy". Hint: They might play frisbee with you in person . . . .#3 - Product innovations - Gainsight continues to innovate in areas from human first emotions to Horizon AI and #plg. Inside the platform you'll now see Gong and Zoom calls to re-watch at 1.5x speed and comment on. Your Customer 360 will include meeting intelligence with Complete CSM to hyper-analyze calls into how your customers are trending with #CustomerIntent over time to predi

1
Paulina
Gainsight Employee: Rookie
8 months ago
D
Shoshin
donnamcnamaraShoshin
posted in Customer Success Inspiration

Customer Sales Performance as part of health scores

Hello - Looking for some use cases or best practices around including our clients’ sales performance into the overall health score. The thought being that our clients’ sales performance impacts their ability to purchase/budgets and can thus impact churn. I’d love to hear from anyone doing this or if it’s common practice not to include, why. TIA!

2
A
7 months ago
matthew_lind
All Star
matthew_lindAll Star
posted in Customer Success Inspiration

Customer Journey Mapping Template?

Who has a great template or tool for mapping out a customer journey?We’re documenting our current journey and making design plans for the future state. While I could cook something up quickly in the Google docs infrastructure, I’d much rather leverage the expertise and experience of the community for something proven.

3
matthew_lind
All Star
6 months ago
D
Shoshin
donnamcnamaraShoshin
asked in Customer Success Inspiration

CSM Relationship Score Best Practices

Hello! I’m working on an overhaul of our customer health scores and reviewing some best practices. I’m looking for ways to measure customer relationship from our CSM perspective. Right now, the score is manually set from 0-100. CSM’s set the score manually. There are no benchmarks to define what the score means (i.e. what does a score of 90 mean?) so the scores are very subjective. I’d like to move to something a bit more consistent and potentially more objective. TIA!

4
matthew_lind
All Star
8 months ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Customer Success Inspiration

July 2022 CS Ops Newsletter

Subscribe to this monthly newsletter here! Hi there,I had three striking experiences recently, and a realization snapped into focus that's proving to be a daily touchstone for me. Here's what happened:I told a story. As part of Gainsight’s celebration of Pride, I wrote a blog post, Why I Keep Coming Out at Work. I merely talked about my life. I was taken aback, though, to get replies that went way beyond messages of support. People told me that my story was meaningful to them. They took something away from it. Our experiences communicate more truth than we realize.   We ran a virtual roundtable to offer career coaching to Gainsight Level 1 Certified Associate Administrators. The greatest theme in the feedback survey was: “I want to hear what other admins have done.” (FYI, we’ve published the career stories of eight admins: Anita Beck, Kelly Nissl, Sagan Shirlin, and Katie Baker + Victoria Barry + Patrick McCrudden + Jessica Palmer + Ben Wanless.) When people have the opportunity, they

0
seth
Gainsight Employee: ACE
8 months ago
minh_phan
Gainsight Employee: Veteran Rookie
minh_phanGainsight Employee: Veteran Rookie
posted in Customer Success Inspiration

Extracting insights from sales contracts?

Hello Community! Gainsight’s product team is researching the value of AI that could extract insights from sales contracts. Your sales contracts may include terms like: logo rights, price protection, termination clauses, etc. Does your team have access to Sales contracts and do you review this content on a regular basis? If Gainsight could extract meaningful customer relationship data from Sales contracts, would it help your customer success operation? What information are looking to extract?Feel free to respond to this post or directly to Minh Phan mphan@gainsight.com.

0
minh_phan
Gainsight Employee: Veteran Rookie
8 months ago
Carapeterson
Shoshin
CarapetersonShoshin
posted in Customer Success Inspiration

Only 4 more days to submit your GameChanger Nomination!

Hi Everyone!  The GameChanger Awards are designed to recognize and celebrate our customers leveraging Gainsight to change the game of customer success and experience for their companies, customers, teammates, and partners. A GameChanger is intuitive, always authentic, never stops challenging the status quo, and just might have superpowers. Sound like you? We thought so!Nominations must be submitted by 6 pm PT on Friday, July 7th, 2022. Winners will be celebrated during Pulse in San Fransisco on August 17th-18th and will receive their official GameChangers Award and prize. Winners also receive one free Pulse pass to Pulse in person. Visit this page for the complete details on all of the award categories and submit your nomination!Award submissions are open to all Gainsight customers! In Order to Win: Your results must have been achieved between June 2021 and June 2022. Submissions must include substantial quantitative and qualitative results. Please submit as a Microsoft Word. DOC o

1
anirbandutta
24 days ago
tom_gerth
Gainsight Employee: Champion
tom_gerthGainsight Employee: Champion
published in All About Pulse

TRACK: HUMAN-FIRST LEADERSHIPBlog

Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Human-First Leadership'. What did you find the most inspiring?DescriptionWe strive to be living proof that you can win in business while being human first. In this track, learn how to navigate career changes and transitions, our experts will discuss how to be a leader and build a strong community, and so much more! Let’s talk about how we can bring humanity back into this technology-driven world.

942
seth
Gainsight Employee: ACE
7 months ago
slee
Gainsight Employee: Rookie
sleeGainsight Employee: Rookie
published in All About Pulse

TRACK: VERTICAL INDUSTRY PERSPECTIVESBlog

Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Vertical Industry Perspectives'. What topics or sessions have you most excited?DescriptionDifferent industries have different approaches to driving adoption and delivering valuable outcomes for customers. In this track, learn from innovative companies across a diverse set of industries and business models that have unique approaches to delivering superior customer experiences, ensuring customers are seeing value, and growing customer revenue.

611
tmorgan
Veteran Rookie
7 months ago
Tammi Dooley
Gainsight Employee: Shoshin
Tammi DooleyGainsight Employee: Shoshin
published in All About Pulse

TRACK: DESIGNING CUSTOMER JOURNEYS THAT DRIVE OUTCOMESBlog

Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Designing Customer Journeys that Drive Outcomes'. What did you find the most inspiring?DescriptionUnderstanding your customers and creating a connected user experience are key to delivering the outcomes your customers desire. In this track, our speakers will share tangible strategies that blend human touch and digital touch approaches that deliver value at every stage of the customer journey.

3019
sarahmiracle
All Star
6 months ago

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