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Share and learn industry best practices based on specific job functions
Before I post the question on which I would want CS enthusiasts to brainstorm on, I would like to thank all the folks who joined the Crank Up Webinar last week. I truly value your participation there! 😊 Now, let’s brainstorm 😇 on the question that I asked during the session; Let me kick start the discussion. Below are some of the points that I would consider;Tracking feature adoption pre and post campaign - Pull usage data and track the percentage change in adoption Leveraging surveys for campaign - Rather than sending just a JO email to the customers, attach a survey question to it. This will help in understanding if campaign emails are being read by the customers or not Best Practices requests - If there’s an increase in number of best practices requests from customers regarding the feature we started the campaign on, this is again a successI could be right or wrong about the points I shared but I am open for thoughts. During the session a few of the participants did answer this
The Gainsight team is looking forward to seeing many of our Community members at our US Pulse conference and Pulse Academy Live on May 16th. I’m happy to introduce you to the instructors who are leading the 4 different product training tracks: Gainsight Admin 101, Gainsight Admin 200, Gainsight PX 101, and Getting the Most from Gainsight for End Users. You can preview the agendas here. And, use the coupon PULSE_RALLY to take 35% off your PAL and Pulse tickets! Gainsight Admin 101 with Brian Holmes @bholmes Gainsight Admin 200 with Jeff Boyer and Stacey George @jeffrey_boyer @sgeorge Gainsight PX 101 with Lisa Mirth@lisa.mirth Getting the Most from Gainsight with Jen Holtmann @jholtmann
Are you achieving the Return on Investment (ROI) that you set out to achieve when you initially purchased Gainsight? Ryan Tillison, senior consultant with nCloud Integrators, discusses the process of identifying opportunities for improvement and outlines three common areas where Customer Success gaps are common: Value Realization, Consistent Lifecycle Delivery, and User Adoption Trends. Read the full article online. #CustomerSuccess #CustomerSupport #Gainsight #CustomerExperience #nCloudIntegrators #CSM #CustomerJourney #CustomerEngagement #nCloud #GainsightAdministration #DigitalCS #TechTouch #SupportExperience #SupportLogichttps://www.ncloudintegrators.com/post/improving-your-gainsight-roi-3-common-customer-success-gaps
There’s a lot you can build with Gainsight, and it can get very weedy very fast. There’s a discussion in the community about rules, but I’m curious on how folks document other things?For instance, right now I’m creating a Success Plan Template catalog for my team. I wish I could link directly to templates! But, for now, I’m including a screenshot of the top half of the CTA and pasting the copy from the success criteria into my Confluence doc. What other things do y’all do to internally document the things that are built in Gainsight?
Yesterday, @harshibanka and @tyler_mcnally led a masterclass webinar session on Digital Customer Success - what it is, how to think about Digital CS maturity, and some key examples of the capabilities and programs needed to execute. Tyler McNally presenting Gainsight’s definition of Digital Customer Success We had 2,340 registrations and over 700(!!!) live attendees for the session 🙌 - and if you missed it and are now feeling the FOMO, you can check out the on-demand recording here! 👈 We also had SO many great questions submitted during the session we didn’t have a chance to answer them all live - a few examples including:Q: Who do you recommend as the owner of administering and generating the content in the guided workflows and knowledge base? CS Ops, CSMs, a digital CS team etc.? Q: How do you effectively shift focus of In-App experience from being PRODUCT owned/driven, and being more CS Driven and Customer focused? Q: How do you envision the impacts of digital CS working in conju
Webinar Recording: Pooled CS Unpacked: How to Leverage Teamwork for Customer Success in the Digital Age
If you missed our webinar on April 4 on Pooled CS Unpacked: How to Leverage Teamwork for Customer Success in the Digital Age you can find the recording and a copy of the slides below. The hottest topic in Customer Success right now is Digital. One of the ways to bring efficiencies to your team right now is through Pooled CS. With Pooled CS, you have a team that works many to many with your customers. During this webinar we discussed: What is Pooled CS? Technologies to drive customer engagement with personalized touch How Gainsight approaches pooled CS Tracking outcomes at Scale How Pooled Work Assignment feature can be a game changer👉🏼Slides 📕 Check out our Pooled Customer Success ebook
As we gear up to the Digital route nowadays and foresee that as the future to be, how do we do Digital EBR ( Business Reviews )❓Here's what I think about it & I would like to call it "Value Realisation - Business Review" ✌1. Identify - procure objectives from multiple clients via survey or an engagement, and select 3-4 clients who are atleast 80% match on the objectives.2. Automate or orchestrate communication which will help us to set expectations for those selected clients on what we wanted to achieve.3. One: Many - Have a generalized presentation on the best practices of the matched objectives and drive via roundtable or webinar or a Review.4. Once the session is done, send a personalized presentation including the matched objectives best practices + unmatched objectives specific to the client + Adoption Trends, etc...5. What is Next? - Take Action - Playbook, CTA's, Derive outcomes.Thank you for taking the time in going through the above.Feel free to share your thoughts &
What’s your greatest clue that you’re emailing a support rep who isn’t thinking of you as a human? Let’s start a thread below of the most egregious violations.I had two support email conversations recently where the first reply was a bunch of boilerplate questions that I’d already answered. Fuming. Would hate to create that kind of experience through our own customer success program. Next week, I’m joining two Gainsight experts (@lane_h , and @Tori Jeffcoat ) talk about how to make a digital CS program feel -- and actually be -- human-first.👉 Info & Register 👈 Drop your thoughts below about a clue that someone’s being a robot with you!
Forrester analysts are currently conducting a survey on B2B Customer Engagement Value Realization and looking for additional CS participants. This is about how customer marketing, customer success, and customer experience teams’ roles are growing and changing. The survey is anonymous and respondents will receive a copy of the final report (if you share contact info) when it’s published.If you’re interested in participating, you can read more about the survey details and requirements here.Take the Forrester surveyThe deadline to participate is April 14.[This is not a Gainsight Marketing effort - we are sharing on behalf of our Forrester network.]
Last week I attended the Gainsight's webinar, “Digital Customer Success - The Secrets to Delivering a Human-First Experience” and could not have been more excited to see the emphasis on Community as one of the key aspects of digital success. Loved hearing Lane Holt, Tori Jeffcoat and Seth Wylie share their thoughts!Key takeaways as a Community pro -Community shouldn’t be treated as a silo - Instead assess where along the customer journey that Community is a natural touchpoint. Integrating Community into your product, your website and your content helps support the human connection.Relevancy is key to any digital success strategy - Saying you want to give customers what they want, where, when they want it is one thing, but thoughtful personalization requires understanding actual journeys, touchpoints and content that supports a human-first experience is the only way to be successful.And lastly, one that I love especially -Start small and experiment. There’s all kinds of ways to meet yo
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
I’m so excited to attend my very first Pulse conference, and I’m especially looking forward to networking with other PX customers!In my session, I’m going to share how my team used Gainsight PX and another product (Split.io) to gradually release our re-designed home page and iterate quickly on user feedback. This is the first time in our software’s +25 year history that we’ve had a true beta test program. The Gainsight/Split combo was fantastic for creating feature flags to deploy new code to subsets of our user base, to communicate with our early adopters, and to quickly gather immediate feedback.We are already refining this process with the next big feature rollout this spring. Can’t wait to share this use case with you all, and see what suggestions you have for us at Trimble!
Are you curious about how you can take advantage of Gainsight’s Journey Orchestrator (JO) to deliver seamless customer experiences by combining human and digital outreach? Or, maybe you’re using JO today and want to explore ways to enhance what you have in place. Join nCloud Integrators for an interactive Office Hour on April 20 from noon to 1 p.m. ET where our very own Grace Tester and Allie Ludowissi will answer your most pressing questions about JO, including best practices, real-life use cases and implementation steps. Click here to register today and submit a question you would like to discuss during the session. #CustomerSuccessStrategy #Gainsight #CustomerExperience #nCloudIntegrators #CSM #CustomerJourney #CustomerEngagement #nCloud #GainsightAdministration #DigitalCS #TechTouch
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?
Hello GS Community, I'm in the process of designing and defining an optimal strategy for implementing a Digital-led CS approach that integrates with a CS pooled model and extends across various digital channels. I'm wondering if anyone has established this type of model and would be open to sharing any proposals, tips or talk tracks you used to gain buy-in from CS leadership?Thanks
As we begin to build our digital CS model, moving away from a named CSM, we need to establish a cohesive brand and DCS voice across channels that is personal. I'm wondering what other companies are doing when sending post-purchase CS comms without a named CSM. Specifically, what are you using as the from/sender and/or signature? With the rise of creating fictitious characters, are you moving away from generic "XYZ Customer Success" or "Your Customer Success Team"?Examples:Success Team A fictional CSM CCO A fictional character (dog, donkey, etc.)Would love to hear what others are doing and any learnings along the way!
I was thrilled to be part of a webinar earlier this week with @seth and @lane_h on Digital Customer Success: Secrets to delivering a human-first experience. We had a TON of interest and engagement on this topic, and as a result, had so many really great questions submitted during the webinar that we didn’t get a chance to speak to them all. If you missed it, I highly recommend checking out the recording, or watch this quick recap video of our in-product tips to keeping digital comms human-first below 👇 Many questions had to do with when to send digital, in-product communications to your users and customers. Timeliness is key to relevancy when it comes to in-app, and if your digital communications are truly ‘human-first’, they should always be as relevant and value-add to your users as possible. Another question was how do you trigger digital communications - what activity, data or segments should be used to identify a user is a good fit for a digital engagement. ‘When’ and ‘how’ of
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.
CSMs often have to have the same conversation multiple times. What are some resources we can automate digitally that can answer customers’ questions so our CSMs don’t have to? I’d like to think you’re already doing this for some subset of customers in the form of newsletters or welcome emails but what’s preventing you from rolling this out across the whole customer base? What roadblocks are you facing when it comes to implementing automations to push out resources to your customers digitally? I’m facilitating a virtual meetup tomorrow (March 22) at 8am PT where you’ll get the chance to break out into small groups to talk through your ideas and also hear what your peers are doing as it relates to digital customer success. We’ll then reconvene and hear takeaways from a few groups. Please join us! 👉🏽Register and learn more here
As a Group Product Manager at Gainsight, I’ve learned that a strong Product & CS collaboration can truly supercharge both roles by empowering CS with product outcomes, and empowering Product with feedback and input for those outcomes.Here’s 3 reasons why this friendship works, and 3 tips on how to take that friendship to the next level 🚀 1️⃣ Shared interest in the success of the productCS and Product's combined efforts lead to customers using your product successfully, which obviously helps improve retention. Especially in B2B SaaS, CSMs can help PMs identify unknown customer challenges and unmet needs. Leveraging these customer insights to address these needs through Product leads to a win-win situation 💪2️⃣ Connecting customers to product teamsCSMs have first-hand insights in what their customers struggle with. If Product has an outcome, eg. to drive adoption of module X, CSMs can connect PMs to customers that are facing challenges in adopting module X, which makes product disc
As companies try to overcome inefficiencies, many Customer Success (CS) organizations are looking to automate tasks that can help win back precious time. A “tech-touch” strategy in your Customer Success organization will allow you to scale your operations, improve the effectiveness of your team, and engage your customers in a consistent and timely manner.I’ve worked with many customers to optimize their processes by implementing a tech-touch strategy. When going down this path, there are a few things to keep in mind. Define Your Customer Journey The first step is to take a look at each stage of your customer’s journey. Within each of these stages, document your customer touchpoints. Taking the time to do this will go a long way in helping you realize where and how your team is spending their time.One of our customers, Popmenu, takes a very systematic approach to documenting daily work processes. Jess Kitt, Vice President of Client Experience with Popmenu discusses this process. “On
@lane_h just finished hosting @Tori Jeffcoat and me on a webinar (recording will be available here) about creating a human-first digital customer success program. These were our getting-started takeaways. What are your suggestions or questions about getting started in Digital CS?
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