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Share and learn industry best practices based on specific job functions
Gainsight is so proud of all of our certified Gainsight Admins, and we wanted to give a shout out to the 43 individuals who passed the exam in the last quarter! 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. We’re also planning a live session later this month to answer all of your questions about our admin training and certification process, so stay tuned for an announcement!Kudos to all of the following Admins, for your brilliant work supporting and helping your CS teammates to scale, and rolling out new processes in Gainsight! You ROCK! Amazing work, Q4 certified Admins! @kyle johnson @bradleymcg @laura_powell @darkknight @harriseilenberg @Teetas @andy_buchan
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
For this year’s Pulse Academy Live training day on May 16th, we’re gathering our experienced Gainsight Admins for our Gainsight Admin 200 series.The curriculum is hands-on and interactive, with opportunities to learn from peers as well as Gainsight experts, in fun collaborative spaces at the Moscone Convention Center. Questions? Feel free to comment here or email firstname.lastname@example.org. We look forward to seeing many of you there! Gainsight Admin 200 Series Rules Engine UnleashedRules Engine is the control room for business automation in Gainsight. It’s time to take your Rules to the next level by learning how to:Group related rules that can be chained together to execute one after another with a shared schedule (ie. Rules Chains) to manage the renewal process. Configure Real-Time Rules to Send Slack Notifications When the Scorecard Measure Changes in ... real time! Practice using pivots to help identify customer sponsors and set a Scorecard health measure. Leverage the Rules Analyzer
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.
Guess What? This year we are live streaming the Opening Keynote (5/17 at 8 am PT) and Product Keynote (5/18 at 8 am PT), for F-R-E-E! It’s super easy to sign up and save your virtual spot. Simply fill out the form on the following pages: Opening Keynote & Product Keynote. Upon registering, you’ll have the ability to add the event to your calendar. The calendar invite and reminder emails will include your unique link to access the live stream.Virtual doors open 30 minutes before the keynote starts (7:30 am PT). The keynote officially starts at 8:00 am PT. For the best experience, I recommend joining from your desktop. Hope you can join!
Gainsight has been creating a ton of great content around Digital Customer Success, and walking the talk on Digital CS motions. One of the coolest things we’ve done on this initiative is create our new Digital CS Destination in the Gamechanger community - which is now officially live on our site!As you check out the new page (and maybe even bookmark it for later reference! 😄) I wanted to share why we built this page and how we did it using Gainsight functionality. NEW! Digital CS Custom Page on the Gamechanger Community The Challenge/NeedOur community already has a ton of great content tagged to ‘digital CS’ or ‘digital-led’ programs - but, that content is posted (just like this article!) in other forums like CS Inspiration. And its great content to have here - but, harder to surface if you are looking for a subset of topics around Digital CS. We wanted to find a way to:Make it easy to find Digital CS tagged content, quickly. Avoid creating a new (and empty to start) forum/area - re
Generally, there are three options to manage the commercials of existing customers: ALL SALES: Sales Execs lead all commercial activity, while CSMs engage in non-commercial activities (mainly: driving outcomes, usage, and advocacy). UPSELLS vs. RENEWALS SPLIT: Sales Execs lead all new revenue activities (including upsells and cross-sells), while CSMs lead the management of existing commercial engagements, (i.e., renewals) alongside the non-commercial work. ALL CSM: Sales Execs drive sales to “new” customers only, while CSMs manage all commercial activities with existing customers (including both renewals and upsells/cross-sells). Click here to read more about the CS executive perspective that there are ONLY two (2) primary vectors that should influence this decision: The Length of the Sale Cycle The Type of the Upsell
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
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!
Hello Leaders in Customer Success, Gainsight's C/R360 feature is a customer 360-degree view that provides a comprehensive understanding of a customer's interactions, behaviour, and sentiment with your organisation.Here is why the feature really matters and excites the CS leaders: Single Source of TruthC/R360 provides a single source of truth for all customer-related information, including customer history, feedback, health score, etc which helps make data-driven decisions and take actions to improve the customer experience. Holistic Customer ViewC/R360 provides a holistic view of a customer’s journey with your organisation and enables the team to take clear actions based on the customer’s needs, preferences, and pain points. And all this with real time data on customer interactions and metrics. CustomisableC/R360 is customisable allowing you to tailor the view to your specific need and preferences. Gainsight recently redesigned C/R360 to significantly simplify from its previous ver
Inspired by Pulse, I’m revisiting a document I created exactly a year ago but completely overthought so I avoided posting it 😅As a member of Gainsight's Customer Operations team, I've been asked numerous times about how we manage our team's operations, including administering our Gainsight and Zendesk instances, enabling our CSM and Support teammates on internal processes, and implementing strategic programs for our customers. While I’ve had many one-off conversations, I’ve struggled to pull together all of the details to share more holistically. This is me holding myself accountable (hopefully). I'm planning to write a series of posts that will hopefully provide insights into the key processes that we’ve built at Gainsight that I hope are helpful!Here’s an overview of what I’m planning - what else would you like to see/learn?Sprint Planning: Discover how we allocate our team's time between strategic initiatives and run-the-business operations. I'll share how we use a planning board
Has anybody created a formal governance model for Gainsight that they'd be willing to share? As we add more Admin users and groups outside of Customer Success into Gainsight it's becoming clear that we need to create a formal governance model/support structure. I've started to create something which I'd share here but it's a .ppt and I can't figure out how to attach a doc? Sorry! Does anybody else have anything they'd be willing to share?
Looking forward to discussing one of my favourite topics: why and how CS Operations & Enablement working effectively together is the key to a successful Gainsight environment. Technology is only as good as the enablement behind it. As Gainsight Admins & CS Ops professionals, we need to think like Product Managers. Before building something as simple as a report or a dashboard, let alone editing the 360 views of our customers, we need to ask ourselves: how are my end users going to gain value out of this? Not only that, but how easily will they gain that value?In our world, we often think about things like story points or level of effort, but we need to add two more factors into this: level of impact and ease of adoption.Then, we work backwards from that enablement. In this session, we’ll dive into the actionable tactics you can bring back to your development process to prioritize the user experience and a strong partnership with CS enablement.About Me: by day, I’m the Senior Ma
Who’s fired up for Pulse this year?We are already counting down the days to Pulse, which means I’m channeling my inner Taylor and am ready to celebrate.This year is extra special since we are also celebrating 10 years of Pulse. Join us at an online party over the next couple months here on our GameChanger community! More details in the video below👇🏽, so get ready to make some incredible memories together! 🕺 You can register here, & I can’t wait to see you all May 17-18!
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.
Subscribe to this monthly newsletter here! Hi [there], So, my last newsletter was the first week of November. Did I miss anything? Before the tech layoff wave, before SVB, before my first time getting Covid (then my rebound on Christmas Eve), before ChatGPT, ya know, happened… It feels like a lifetime ago that predictability was something we could claim to have. Do you feel that you’ve gotten your prediction skills back? Or maybe you’ve just pieced back together your sense that they ever existed? I mean, who can say what CS will look like in a year? Sorry, I didn't mean to send you into a nihilistic tailspin. On the contrary, you have trained for unpredictability. Do you remember that feeling from March & April 2020 of, "What on earth happens next?" In your day-to-day life, in the four walls of your home, the only possible answer was, "What's immediately in front of you." (Or, in the style of a Jeopardy answer: "What is Tiger King.") So, you know how to pick your way forward, on
🌟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!
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.
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?
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?
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
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]
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