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Share and learn industry best practices based on specific job functions
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
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.
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
A few pro tips ahead of Pulse next week!
Pulse is now less than 1 week away, can you believe it?! We can’t wait to welcome you to Moscone Center West and explore the future of customer success, community, and product – all while celebrating 10 unbelievable years of Pulse. You should have received your Know Before You Go email yesterday, but below I wanted to highlight just a few key points! As always, please feel free to reach out directly or via firstname.lastname@example.org if there’s anything you need. Cheers, The Gainsight Pulse Team Hot Tips! Verify your badge information using the link in your Know Before You Go (KBYG) email! Save the KBYG email and have your QR code available on your smartphone (or printed out) ready to scan at check-in. Registration will be open during the following times: Tuesday 2:00 PM - 6:00 PM Pro-tip - this is a quieter time to grab your badge than before the keynote on Wednesday! Wedne
Customer Journey Mapping Template?
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.
Pulse speaker for PX -- using Gainsight and Split.io for phased feature rollouts
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!
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?
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.
Storing "personal" CSM notes in Gainsight
Curious if anyone else has encountered this situation. My CSMs are looking for a place in Gainsight to store “personal” notes about a customer. For example, things that they would want to always keep top of mind for themselves when working with a certain customer. Timeline doesn’t work great for this since they have to filter by an update and remember the specific entry they want to get to. We could use the Comments field on the C360, but my fear is that once we start entering notes in there, some members of our leadership team (exec sponsors especially) might want us to standardize on what content we put in there, as well as agree to a cadence for keeping the information evergreen. I want the CSMs to be able to write their notes more free form and not be worried about making them perfectly presentable to others outside the team. One other option would be creating a personal success plan for note tracking that a CSM would leave in D
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered on the topics covered in our three keynotes.What did you find the most inspiring? DescriptionDuring the day 1 opening keynote you'll uncover trends in Customer Success and Product, hear from business management expert Geoffrey Moore, and catch panels of CPOs, CROs, and CEOs.On day 2, the product team will unveil incredible product enhancements that change the game of customer-centricity.We'll close day 2 with a fireside chat with the CEO of Box, a panel conversation with Community leaders, and a surprise keynote speaker!
[Recording] Enabling CSMs to Use Gainsight
The Gainsight Global Admins Meetup Group got together in April 2022 to share ZoomInfo’s success story and tactics in launching Gainsight to their CSMs.Watch the RecordingThank you to @karentaylor for your incredible thought leadership, and to @gunjanm for helping make this happen! Congratulations to both on your launch Find out about these meetups in the future by joining the Meetup Group.
CS V6.26 (June/July) Release - Gainsight Implemented Posts!
Hello Everyone,We appreciate all the product inputs that our customers take time to share with us in the Community. Your feedback helps us build better products and services and stay in tune with what customers expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented some of your suggestions in the v6.26 release!For more information, refer to the v6.26 (SFDC / NXT) release notes.Following are the Community posts implemented in this release: Thanks! FYI…. @neelam_mukherjee @dan_ahrens @sai_ram
NPS As Part of CSM's Performance Metrics
(1) What's the best way to measure NPS as part of CSM's performance metrics using a manager's dashboard or report? (2) We can set up a report by CSM by month with % of detractors, passives, and promoters as a column chart. Is there a way to get the actual NPS score by month by CSM?
If you have a pooled CS team / 1:many team - what is their job title and the manager or the team's job title?
Hello! We have a team of “pooled CSMs” that operate in a 1:many model. If you also have this model at your organization, what do you call this role, and what do you call the manager of this team? Do you simply call them “CSMs” and “Manager of Client Success”, or something else? Thanks for contributing!
TRACK: DRIVING GROWTH CROSS-FUNCTIONALLY AND COMMUNITY-WIDEBlog
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Driving Growth Cross-Functionally And Community-wide'. What did you find the most inspiring?DescriptionCross-functional priorities such as driving product adoption, increasing net-revenue retention, improving customer satisfaction, and driving advocacy need a unified approach across multiple teams in your company. It also requires effective digital engagement with your customer community. Hear from experts who will share their lessons on how to achieve this unified approach.
CSM on a Leave of Absence
Hi, One of the CSMs on my team is going on a leave of absence as they welcome a new member to their family. They won’t be working during that time and another CSM will be taking over working with the companies. Are there any best practices around having one CSM take over another's companies for a month or two? Does Gainsight offer any tools to help with this? We want to ensure data integrity and that anyone who looks at our instance knows who’s managing which companies. Thank you for all your help Community!
Pulse Europe 2022 - From Customer Journey to User Journey
Really looking forward to being on stage at Pulse Europe 2022 in 2 weeks and sharing our journey in building a digital end-user journey to complement our customer journey.In the presentation, I'll talk about how a digital user can complement your customer journey, why it's important to adopt a multi-channel approach for this journey, and illustrate this with the self-service onboarding program for TrendMiner we launched last year.This program combines an in-app journey via Gainsight PX, a series of onboarding emails via Gainsight CS Journey Orchestrator, Fundamentals webinars, eLearning, and a getting started section in our user guide. Its implementation led to an increase of user activation between 5 and 10 percent.Let me know if there's anything you would like to see covered during the session or in the Q&A afterwards... Session detailsFrom Customer Journey to User Journey: Scaling B2B CS by Focusing on the End-UserTrack: Scaling Massively with Digital EngagementWednesday, Novemb
Overview of Adoption explorer Layouts
Hello Gainsight Admin Community! This article about Adoption Explorer layouts will cover the basic steps of how to get started and what are the insides of it. Bringing in the Usage data and drawing insights from it is made easy with Adoption explorer. As per the business requirement Usage Layouts with Usage sections can be configured. The Usage section is similar to a report with Adoption explorer objects as the source and Layout is similar to a Dashboard holding Usage sections. To edit/create a new layout - click on the +icon available in the right corner. To Analyse the usage data let us begin by choosing one of the Usage sections. For more information refer - here Proceed by choosing the usage section type to be as “Analytics” In the next step select required measures of any Data source (Company usage info/person usage info etc…) In the show section select the measures accordingly The below screenshot shows an example of “Total, Open and Clicked En
Tracking Customer Interactions in Salesforce and Mapping to Gainsight?
I'd like guidance on how others have their CSMs track interactions with customers (emails, phone calls, meetings, etc.) in Salesforce and how they map these interactions in Gainsight using milestones or other reporting. Our team does not have a current standard on how to track customer interactions in Salesforce which is frustrating to our Sales team and as I roll out a clear standard of how we are going to use Salesforce to show visibility into our interaction with customers, I'd appreciate guidance on how other Gainsight customers do this. Thanks in advance for your help!
CS Leader Zone - The power of CSQLs - Insights for CS Leaders
Hi CS Leaders, Customer Success Qualified Leads (CSQL) is a sophisticated feature available in your instance of Gainsight.Here are the best internal practices (rather much needed prerequisites) for engaging CSQLs efficiently. Define CSQLs for your business & Internal AlignmentConversation across the board with all teams like sales, marketing, operations & having them in agreement with this efficient source of pipeline generation. Incentivise & RecogniseBuild excitement and show off your team’s contributions to the pipeline.Validation and sense of impact goes a long way. Empower your teamsHave detailed and well defined processes in play, data points to capture, metrics to be shared. CSMs should be well informed on the benefits of capturing and transposing CSQLs correctly.The above details in place set up your strategy for the big wins in CS.Here is a quick demo on the CSQL flow, reports, results inside Gainsight. Why CS Leaders Should Care About CSQLs in Gainsight: (The
Sales and CS Handoffs: the Playbook
To nail the post-sales to CS handoff with your new customers, there are several critical components. Some of our Gainsight leaders gathered their thoughts into a playbook to share with you in this recent blog post.The high level plan:1. Define a taxonomy of outcomes2. Create a simple way for sales to capture the client’s desired outcomes3. Operationalize a Success Plan to map to the pre-sales definition of outcomes automatically4. Build the Success Plan into the product5. Demonstrate valueCheck out the blog for the details on how to transform the CS journey across your company!
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