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Share and learn industry best practices based on specific job functions
If you’re in CS Ops or are a Gainsight Admin, here’s how to get the most out of Pulse 2023!GET AMPED BEFORE YOU EVEN GOThe All About Pulse area is already in action, with speakers introducing their sessions. Comment on the ones you’re most looking forward to, and even ask questions. Dive into the #pulse channel in Gainsight Global Admins SlackTUESDAY Advanced Admin Training at Pulse Academy Live. Register to get hands-on training on the new Horizonized Rules Engine, advanced functionality in Reporting, and Adoption Explorer. Figuring hard stuff out together, at Advanced Admin Training last year Gainsight Admin Happy Hour 🍻 We’re reprising the huge success of last year! Same place! Same vibe! Get together with the only other people in the world who can appreciate an elegant Bionic Query. 5:30-7:30pm on Tuesday. Black Hammer Brewing Company, 544 Bryant St (Only a 10 min walk. Don’t go to the location that’s a 45 min walk!) No registration required. Drinks and appetizers are on Gain
WOW! I am truly overwhelmed with gratitude in getting to see you all at the PX Connections Breakfast. @jmobley @aroberts and I really enjoyed getting to sit with you all in addition to our wonderful leaders : Caitlin Quilan (GM of PX), Karl Rumelhart (President, Products, Tech & Global Ops), Gil Michilin (SVP of Engineering for PX), Denise Stokowski (Group VP, Platform Products), Kartik Yegneshwar (VP of Global Support & Technical Success), and our incredible Enterprise Tech Support Analyst, @rschlette Rob Schlette! If I didn’t get a chance to say “Hello” personally, I’m certain you were able to meet with our incredible team listed above. My email is firstname.lastname@example.org and would LOVE to hear from you on the event and any follow up items. 💖 I hope everyone made some connections with our leadership as well as with other amazing PX Customers. I heard some engaging conversations and saw lots of big smiles. Pulse is truly a special event where we can build off the commun
If you missed our webinar on March 7 on The Key Skills CSM Teams Need to Succeed in 2023 you can find the presentation and a recording of the slides below. In this webinar Easton Taylor, VP of Customer Success, Gainsight joins John Thackston, CEO, SOAR Performance Group and Andy Thompson, AVP Consulting & Client Success at Recorded Future for a discussion on how you and your teams can be best equipped for the year ahead. During this webinar they discussed:How the required skills for CSMs are changing based on the current business environment How to effectively develop new skills for your CSM teams Ways to measure the business impact of skill development SlidesRecording
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
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?
Advocacy is an key part of Customer Success. It is important to retain customers and increase customer lifetime value. It is also a very powerful component of the sales cycle. How does your team encourage and track advocacy? How does your Marketing team use Gainsight? [i]We'll be continuing the conversation below! Additionally, tune in to hear our Customer Marketing Strategy Lead host a webinar on Wednesday June 29th @ 9am PST where we will be discussing this topic! [url=https://attendee.gotowebinar.com/register/850728805084368641]Click here to register[/url].
My role, and our org, are relatively new to the Gainsight world. We're going through and consolidating CTA Types and CTA Reasons to use. My main question revolves around how detailed should we start out with CTA Reasons? For example, we have Risk, Lifecycle, Objective, Opportunity and Event as our CTA Types. We could have a reason for Engagement Risk (customer has not engaged in a lengthy period of time) and Engagement Opportunity (regular follow up with Customer) - I know these are very high level examples. Any recommendations for breaking down Reasons into Risk/Opportunities as well, or keep them high level as that will be specified within the Type? Thanks!
Hey everyone! Health scoring is one of those things that is always being tweaked and adjusted. And just when you think you have it dialed in, it's probably time to take another look. Why? Well, the landscape of your business and your customers is ever evolving. Contributing factors to customer risk 1 or 2 years ago are likely still impacting your customers today, but maybe not to the same degree, and new factors may now be present, or at new weightings. Add to this the changes in data streams and validity components that are available to you. All this means that tweaking your health score from time to time is a very good thing. So.....I ask thee, noble community member: what are some recent efforts you've made to fine tune your health score? Please share!
During [url=http://www.gainsight.com/pulse/]Pulse 2017[/url] the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring [b]group discussions[/b] for [b]Gainsight customers[/b] focused on [b]key topics and challenges[/b]. We had such engagement from our customers we wanted to keep the conversation going on Community. One of the topics we discussed was [b]Customer Success for On-Prem Companies[/b]. Here are a few of the questions that we discussed: [list=1] [*]How are other companies paying for on prem customer success? [*]What are the best practices in working with on prem or hybrid customers? [*]What’s the best way to capturing customer's perception of value and customer expectation of a solution?[/list]Please share your best practices on this thread to keep the conversation going (include the specific question in your post). Please also follow this thread if you're interested in additional
Background: We've created an Executive C360 for their sponsorship calls that summarizes key information rather than being the detailed CSM version (assuming that's a common scenario) Goal: We'd like to run a snapshot that mimics the same information in the same format we've provided in the C360. This way they can have this detail on paper at any point during their meetings if not directly in front of a computer (You know, the age old thing of true face to face interaction without screens? It's wonderful) Issues: 1) A) The C360 snapshot is pulling in views we're not utilizing and creating a prescribed view that carries useless information. See attachments for comparisons of summary (data not complete).. sorry for the scribbles B) Also missing other key sections besides scorecard. 2) Success snapshots does not allow me to mimic this information either. Not finding much use. If anyone has suggestions for this type of extraction and use case let me know! Would
We're looking for ideas on how to pass product suggestions (or red flag issues) to appropriate parties via GS. Currently, most of this is done via email as all our teams aren't in GS or SF for that matter. I was thinking of creating a task in GS, and then, have a rule that runs when it sees that task, and either automatically sends an email to the correct group. Anyone done anything similar or taken another approach?
Is there a way to set up a quick search for Gainsight in the Chrome bar? For example, our users have this set up where “SFDC” and [customer name] will automatically search SFDC for that customer's name. It saves time & we've gotten feedback from CSMs that something like that for Gainsight will make it faster to use.
I'm interesting in understanding best practices of Customer Success organizations that manage 1,000+ customers. Can anyone from this vibrant community share best practices, blog posts or thoughts on how they manage 1000+ customers? I'm also interested in hearing what features of Gainsight assist in managing that many accounts. Thanks!
Hi Folks, We're in the final implementation phase of our Gainsight instance, and therefore almost ready to take the reins. My question to you is what are your experiences with admin ramp up times post implementation? How long would it typically take for an admin to become comfortable with the tool and able to get to a steady state? Let's say the future admin has moderate knowledge of Salesforce but no experience with a tool like Gainsight otherwise. Thanks in advance for your thoughts. Regards, Niki
I am looking at managing internal projects using Success Plans and am wondering if anyone else has done this. One of the challenges I see is that we have many departments that could jump on board to use this as an internal tool which would cause the list of projects to grow where it may be hard to navigate to the projects of choice. With customers it is easy because we only have 1-3 Success Plans. With many different departments using Success Plans internally it would lend to have possibly dozens of Success Plans in a list at any given time. Any thoughts on how to limit views, project naming conventions, or maybe even setting up each department as their own "Account" in SalesForce? Thanks for any thoughts on this.
What are the most creative CoPilot communications you have sent? What were the use cases? What was the response from these messages? I've been thinking that there are many use cases for CoPilot especially in mid and high touch models that some great champions have dreamed up (whether or not you've implemented them) and I would love to hear your ideas. Thanks in advance!
How does your Customer Success team structure commissions? Do you factor in retention, renewals, and expansion? We've written about how we recognize and reward CSMs [url=http://www.gainsight.com/customer-success-best-practices/how-to-recognize-reward-your-csms/]here[/url], but we're interested in hearing from you!
I'm curious if other folks have been thinking ahead about what topics they're hoping to dig into at Pulse 2017. I just got approval to attend, and have a hit-list of aspects of customer success that we're bringing extra focus to this year, and that I'd love to dive into head-first in Oakland: [list=1] [*][b]Live Customer Training [/b]How do organizations make boring ol' knowledge transfer into an invigorating customer experience, an exciting job for our trainers, and effective at getting customers not just to [i]understand the product but to [i]use the product? [*][b]Customer Learning [/b]What have organizations done to establish a coordinated strategy of educating customers across many media (email campaigns, live training, documentation, in-app guides, etc.), with a consistent voice and style t'boot? [*][b]Customer Project Management [/b]How formal is too formal? Especially during launch, but also during other parts of the customer journey, what are the components of a
Some CSMs spend only a small part of their day in Gainsight. Others spend their [b]entire[/b] day in Gainsight. We're curious to hear how we could move the needle towards CSMs spending more time in Gainsight. If you are a CSM who only spends a small part of your day in Gainsight, what are the barriers to increasing product usage?
When we worked with Gainsight to set our Org up they set us up with 15 minute increments between each rule since we have about 60k accounts to query. We are now running out of 15 minute increments in the day. Does anyone use less than 15 minute increments?
We'd like to be able to automate (via a CTA with aCoPilot template) outreach to multiple recipients at a customer at the same time. Examples include sending a best practice guide to our 4 key customer contacts after our KO meeting, or sending a survey to our 4 key contacts post deployment etc. [b]Is this possible? (and if so, how!)[/b] Thanks!
Hello Gainsters! Has anyone had success in storing client recorded meetings, such as links from webex etc.? I could store the hyperlink in the activity part of Timeline however, that would be difficult to refer back to especially if there are a lot of activities to scroll through. Preferably, would like a quick reference option, either standalone specific to recordings or other. Would appreciate learning what others have done! Thank you and enjoy your day!
We have a field that we're using to fire a CTA when the client doesn't hit a usage benchmark. That field is only populated for accounts where the benchmark isn't reached. I'm trying to write the CTA so that the CSM only gets the alert one time in a 30 day period. So, how do I prevent the CTA from firing again for an account where the CTA has been closed in the 30 day period?
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