Share Industry Knowledge
Share and learn industry best practices based on specific job functions
Can you choose a default landing page for when you log into Gainsight?
Hi, I was just wondering whether there was a way to choose a default page for when you log into Gainsight. For example, having the Timeline open to your own clients. This will just save navigating every time to the part of the platform that you use the most. If this is not possible, I was wondering if there are any work arounds or time saving tricks for navigation to your own clients? Thank you in advance!
What Gainsight functionality/workflow really helped you scale?
Scalability is a hot topic in the Customer Success community. Also for us, handling a larger number of customers with the same (or only slightly increasing) number of CSM's is becoming a bigger focus every year. I'm sure many of you have had the same challenge over the last years.Leveraging technology and automation typically is a large part of the answer to this challenge. As we are using Gainsight CS intensively as our central CS platform, I hope to be contributing to this challenge by leveraging even more of the great functionalities the platform offers.I'm currently looking at options to assess their potential impact. Hence my question to this community: what is the one thing you implemented in Gainsight that really helped your CS Team scale and how is it being used in your company?
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 since that info remains unchanged on the original user record with the now out-of-date username.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
June 2022 CS Ops Newsletter
Subscribe to this monthly newsletter here! Hi there,This issue of the CS Ops newsletter is dedicated to a key principle for a key reason: In CS Ops, people frequently hire for tactical expertise, and CS Ops folks frequently focus on tactical execution, even though both groups want CS Ops to think strategically. This is because it’s hard to know how to interview for a strategic thought partner when you’ve never had one before, and it’s hard to become that person if you’ve never been it before. “I feel very fortunate to have worked with many very awesome, very supportive Customer Success executives who recognized early that by having conversations with me, their strategies got stronger.” Emily Ryan, CCO @ Valuize Hold onto your hats for a mindset shiftWhen you step away from your desk in CS Ops at the end of each day, what if it didn’t matter so much how many things you got done? What if your only focus were, “How well did I stick to what I believe matters most about how these kinds of
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!
Win Free Live PX Training by Sharing What You Love about PX
New Instructor-Led PX Training Starts Feb. 14thThis Valentine’s Day we’re kicking off new virtual instructor-led training on PX! We encourage newer PX users to join us for live hands-on training, where you’ll get to practice building in-app Engagements, configure a Knowledge Center Bot for onboarding your new customers, and explore PX Analytics. There are 3 classes delivered over the course of 3 days. Register now with the code px-iloveyou-15 and receive 15% off!Contest Details - Win a Free Ticket to TrainingOr, just for fun, here’s how to win a free seat in the training! Comment here about something specific that you love about Gainsight PX by eod on Feb. 8th. For every comment, I’ll enter your name into a drawing, and then choose a name (or maybe 2 or 3 😊) on Feb. 9th! I’ll get us started…I love how easy PX makes it to communicate with users directly in my application! We use PX on Gainsight University and our Pulse+ training platform to share new courses, provide users with a way t
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.
How do people maintain contact hygiene?
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.
Customer Goals vs. Success Plans
I see the currently new implementation of Customer Goals in the C360 as a container while the bulk of the goals are shown in the CTAs and Success Plans. This seems obvious yet I’m looking for the benefit of these opposed to having a custom goal oriented success plan. Some questions I have are:Can Customer Goals be shared externally similar to Success Plans? Can we report on customer goals with related SPs and CTAs apart from the C360 view? Are custom fields suggested to receive the most value from this new module?I’m curious if anyone has implemented Customer Goals in their Org and, if so, how is it going?
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?
CSAT Survey Best Practices
Happy New Year ! I hope you had a wonderful holiday season with family and friends and trying to get back into the swing of things. We are planning to send the “2019 Annual Client Satisfaction Survey” in late January and we wanted to reach out for suggestions on the following: We have an engagement and incentive platform with reporting and analytics on the backend that is sent to our clients. What wording is used to get at specifically satisfaction or dissatisfaction with customer reporting and analytics that speak to activities and outcomes around products our clients purchased. Essentially, we want to know our clients level of satisfaction with our reports and the analytics we provide on their specific accounts/data. We are not interested in the actual results or outcomes of those reports or analytics, but the design/components/layout/frequency/look/value/elements included in our reporting and analytics. Hope this makes sense! We appreciate any suggestions you may have. Thank you
Congratulations to our newest Gainsight Certified Admins from July!
July was a big month for Admin certification, and August is going to be too! We’re launching a new Level 2 admin certification for Reports & Dashboards. It’s our first practical exam where you build reports and a dashboard in the Gainsight NXT environment. Stay tuned for an official announcement in the next few weeks!For this month’s contest, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge, and use the hashtag #gainsightadmin! This helps us build awareness and recognition in the market for Gainsight Admin skills, experience, and certification. If you earned your certification in July and you’ve already shared your badge on LI, you can still win. For everyone that shares their badge by August 15, I’ll put your names in a hat, and pick 3 winners! In July, we certified 12 Gainsight NXT Admins (Level 3):Joseph DiFilippo@kcsp @Pankaj Rhiannon Hargrave@colette_goode Vikas Srikanth@johntrask_bt @Niall @ewinglel @tay
Helping Our Teams Through This Crisis
Gainsight Community Members… I hope you, your teams and your family members are safe during this tough time. We’ve written a few posts lately on helping our teams through this time. What are you doing to to try to help your teammates get through this crisis? 5 Tips to be an Effective CSM Leader in Difficult Times 5 Positive Things Saas CEOs and Leaders Should do to Get Through Covid-19 5 Reasons Why Customer Success is Existential During a Downtown We are all in this together as a CS community - and as a planet. Nick
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.
New aspiring CS Leader training and certificate available with Pulse+ membership
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
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.
September 2022 CS Ops Newsletter
Subscribe to this monthly newsletter here! Hi there,I spent alarmingly little time in the breakout sessions at Pulse. Instead, I was running around the Moscone Center, reaping the results of my questionable decisions. (Would you plan to host a 3-hour happy hour, then a breakfast roundtable at 7am the next day? Would you mind writing down your answer and mailing it to me 3 months ago?) That said, I could not be more glad that I spent my time crafting conversation spaces for CS Ops people. Feedback from conversation participants included:“One of my favorite and most valuable pieces of the entire conference” “This is an incredible event” “Ultimately found the community and human connections I was missing” “Most valuable time of the entire event. Incredible discussion, connecting with strong, talented peers, and tons of actionable insights & ideas.”Each of these quotes comes from a different CS Ops conversation event. Random CS Ops people were asked to prepare nothing, and then given
Key Takeaways from CS Ops Meet-Up about Email Programs
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
Configure Scorecard N/A options to not effect the overall score
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
Show Dollars in the correct format in Reports 2.0
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.
Best practices for 1:many communications
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?
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
Enablement Tips: When a new CSM joins or when you are rolling out Gainsight
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
Already have an account? Login
Login to the community
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.