Share Industry Knowledge
Share and learn industry best practices based on specific job functions
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.
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?
Hello everyone.I wanted to ask if anyone can share their best practice how would you identify whether a job requires only Rules Engine, or Rules Engine mixed with Data Designer?For example, I need to set score for a new measure “NPS Response Rate”. I could fetch the needed data and use a formula field and do it all within the rules engine itself. Or I could first do the fetching and calculating in data designer, then save this data as a new object that would hold a “Response Rate” field, and then reference that field in the Rules Engine.What should be kept in mind when deciding the preferred method? (Outside of possible feature limitations between these two methods I may not be aware of yet as a new admin).For example, if I use the data designer, then this response rate could be referenced later on in any report, while if all calculations are done in rules engine, this data will not be reachable by reports, unless loaded to an existing object anyways. Is that a correct assumption?This
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!
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.
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
🌟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!
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?
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]
Hello folks,Last year, we had such a ball hosting the Social Rockstar contest during Pulse!⭐And this year, it’s happening again, with a few changes in the rules. 😉 Rules to participate:The contest will be hosted ONLY on the social platform - LinkedIn You MUST have a GameChanger community account in order to be considered for this contest. Hashtags to be used while posting on social - #Pulse2023 & #10YearsOfPulse The posts during the 2 days of Pulse ONLY will be considered. More posts, better the chances of winning! 😉 Feel free to get creative with your posts - images, videos etc! Saved the best bit for the last - 1 WINNER will receive a Pulse swag bag from Gainsight! 😎 The contest is LIVE already!😍Alrightyyyy then! It’s time to get set and goooo! 🚨
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.
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.
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.
Hello hello hello!I honestly can’t believe we are already at Pulse EU, and evidently, I’m super excited too! 🤠 We had such a great time with the Pulse US Social Rockstar contest which @juliefox aced like a pro!Now we are on the lookout for our Social Rockstar at Pulse EU 🔍. Rules to participate:The contest will be hosted ONLY on the social platform - LinkedIn You MUST already have a GameChanger community account in order to be considered for this contest. Remember to tag Gainsight & use the hashtag #PulseEurope The posts during the 2 days will ONLY will be considered. More posts, better the chances of winning! 😉 Feel free to get creative with your posts - add in images, videos etc! Saved the best bit for the last - 1 WINNER will receive a TICKET to Pulse Europe 2024! 🔥You know what to do, and we can’t wait to see all the amazing posts! 😍
[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
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!
Hello everyone!I’m super thrilled to be kickstarting a new series here, ‘DCS Scoops’ - that will cover all things DCS, in small bite size pieces! 🙂 I’m hoping this can be the start to a long-term opportunity for all of us to share our experiences and learnings within different areas of DCS, to discuss and help each other out through this community! To launch this, I’ve got our long-standing community champion @yuniyal sharing:According to him, what makes Pooled CS so unique? Here are his top 3 unique traits of Pooled CS:Teamwork: the collaborative problem-solving approach makes it possible for each CSM to bring their unique idea to the table. Identifying trends: CSMs are able to easily identify the trends in customer enquiries and asks, since they handle a large book of business. Team of experts: Customers get the opportunity to work with a larger Pooled CS team who are equal experts. What other factors do you feel make Pooled CS so unique?You can share them here in the comments, or
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.
In our monthly meetup group about the CS Ops of Digital Customer Success, we spoke in March 2023 about digital resources that make CSMs more efficient. Here’s what we learned! 📝 Note-taking slides from the breakout rooms Learn about these meetups in the future by signing up for the monthly CS Ops Newsletter.
When you start using a new piece of software for the first time, you typically begin by looking around the user interface, discovering what parts are relevant to you, and thinking about how it can be used for your use case. As the team supporting that software, you may have a good idea of what features your users would find most useful, and perhaps even the use cases associated with them. That’s why it’s important to create a personalized welcome guide for your software to help your new users overcome the initial learning curve.In my recent blog post, I wrote about how you can understand your users better by leveraging Gainsight PX to collect the roles and goals of your users. With that information available, it’s time to start creating a personalized new user welcome guide.Here’s a sneak peek of what our finished guide looks like, and the steps you need so you can replicate it yourself: Planning The first step of any great project is to start with a plan. In this case, I recommend th
Did you know that Pulse 2023 is our 10th year of Pulse? 🤯 Not only has Pulse continued to be part of our lives over many years now, it’s created a truckload of memories to hold onto forever! From meeting and learning from different people, to puppy adoptions, to a Taylor Swift impersonator (or maybe not? 😉), Vanilla Ice taking the stage, music parodies and so much more! So, we put together this trip down memory lane so we all can step into this year’s Pulse even more fired up, and closer together! 🤝🏽 I have to admit, I was really looking forward to the shoe count of @nick_mehta 😉 I’m sure you’ve all had some really lovely memories from Pulse too!Would love to hear them from you! 👇 Don’t forget to have a wonderful time at Pulse 2023! ♥️
When you are using success plans to track your long term projects, aren’t you always curious to check how much of it is complete and what is the progress made so far?Of Course yes, and if I tell you that there is a seamless way to track that with just a simple data designer job, won’t you be excited to check how? So here is how you can do it. Create a design designer to pull theCS Task object. This object contains all the tasks information of any CTA. Specifically to pick the tasks of success plans only, need to apply filter type= Objective as shown in the image and pick the below fields. We are bringing the count of all tasks under a objective and grouping by CTA, company. Note: If you have multiple success plans, then we need to add a success plan template name as well to filter out the required success plan. Then in the other data set just pull the count of only closed tasks similar to the dataset set in step 1 just with the filter extra for status. Now we merge both the dataset
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
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