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Share and learn industry best practices based on specific job functions

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GameChangerAdminGainsight Employee: Shoshin

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

4 years ago

Jef VanlaerAll Star

asked in Customer Success Inspiration

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?

2 years ago

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? 

7 years ago

lila_meyerGainsight Employee: Grand Slammer

published in Product Experience Best Practices

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

1688

3 months ago

Alistair FIeldGainsight Community Manager

posted in All About Pulse

sethGainsight Employee: ACE

posted in Customer Success Inspiration

CSM Compensation Trends

An informal survey of CCOs about CSM compensation gives us some incredible insight into the broad variety of ways that comp has been structured. See attached PDF, linked below.For example:About half of CS teams have some amount of team-performance variable comp Median variable comp is 20%:⬇️ Attached PDF with much more info ⬇️

3 months ago

annabelroseRegistered User

asked in Customer Success Inspiration

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! 

5 years ago

sarah_couchRegistered User

asked in Customer Success Inspiration

governance model

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?

17 hours ago

sethGainsight Employee: ACE

posted in Customer Success Inspiration

After Your Level 3 Certification

It’s a stupendous achievement to earn your Level 3 Gainsight Admin Certification. People who’ve done it have said that certification gave them confidence in their technical expertise, opened doors to more interesting work, and overall helped their career. They’re also extremely clear, though, that they don’t know everything yet! (I mean, because it’s impossible, and not only because there are constantly new features.)One newly-certified Level 3 Admin asked me what resources I’d suggest so they could continue to grow. Here’s what I suggested:You will learn most, now, by doing. For you, it's less about learning functionality, and more about becoming creative, sophisticated, and elegant with how you combine and configure the functionality. So, give yourself a gentle pressure in that direction as you take on new projects, or even suggest to your stakeholders what might be possible. As you push the envelope of what you've built, lean on the admin community for questions around, "What might

3 months ago

tom_wixRegistered User

asked in Customer Success Inspiration

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.

7 years ago

dshorterGainsight Employee: Shoshin

posted in Customer Success Inspiration

Recording: Digital resources that make CSMs more efficient (CS Ops Meetup Presentation)

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.

2 months ago

lila_meyerGainsight Employee: Grand Slammer

posted in Customer Success Inspiration

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

1 year ago

jawTeam Captain

posted in Customer Success Inspiration

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

3 years ago

diana_luoRegistered User

asked in Customer Success Inspiration

Milestone usage

Hi, how are others using Milestones? What's the overlap with milestones & timeline activities? Any tips? Thanks!

4 years ago

lauren_marshRegistered User

asked in Customer Success Inspiration

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

7 years ago

matthew_lindAll Star

posted in Customer Success Inspiration

What are you reading / listening to that's adjacent to Customer Success?

What books, podcasts, authors, topics, etc. you follow to supplement your Customer Success career?I’m interested especially in what tangential material or subjects you follow. Perhaps there’s a leadership expert who relates her expertise in a way that particularly helps you. Or there’s a YouTuber who really shares his goal setting habits well. It’s not directly Customer Success knowledge, but it’s applicable to our field.What do you follow or listen to or read, perhaps that’s not directly in the Customer Success swim lane, that you’ve found especially helpful or inspirational?

2 months ago

lila_meyerGainsight Employee: Grand Slammer

published in Customer Success Inspiration

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

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1 year ago

sethGainsight Employee: ACE

posted in Customer Success Inspiration

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

1 year ago

JyothsnaShoshin

published in Customer Success Inspiration

Success plans completion rate calculation

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

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1 year ago

Tori JeffcoatGainsight Community Manager

posted in Customer Success Inspiration

How do you define 'Digital Customer Success'?

The concept of Digital Customer Success continues to be a hot topic - but there’s a wide range of thoughts on what the definition of Digital CS should be and what types of programs/processes fall under this overall strategy. 🗣 You might think of Digital CS programs as 1:Many initiatives, like an office hours program covering how-to concepts around your product. 💻 Or, maybe you think of in-app guides that digitally assist your customers to realize value faster. 👋 OR, you might gravitate to online community forums where customers can build deeper, digital relationships.Maybe it’s all of the above, and more! One big thing Digital CS is NOT - robotic, dehumanized interactions with your customers (myself, @seth , and @lane_h had a great webinar on this topic I highly recommend!). And while digital CS is not robotic - what exactly IS Digital Customer Success? The good news - we have an answer!The even better news, you can join @tyler_mcnally & @harshibanka on April 5th for the firs

2 months ago

heather_hansenGrand Slammer

posted in Customer Success Inspiration

SFDC Einstein

Is anyone using Einstein currently that could comment on functionality versus GS? I'm obviously going to do some research and have reached out to our GS CSM, but thought I'd try here too.

2 years ago

gunjanmACE

posted in All About Pulse

Speaking about Operations & Enablement: The Power Duo for Customer Success

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

1 month ago

nick_mehtaGainsight Employee: Veteran Rookie

published in Customer Success Inspiration

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

1521

3 years ago

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