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Share and learn industry best practices based on specific job functions
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 am part of the marketing operations team at AVEVA. We invested in Gainsight to provide deeper customer insights and we are now researching how we can maximise our investment in Gainsight, utilising the customer insights data across other business units within AVEVA.We want to specifically understand if there are any organisations on the same path using the GS platform in conjunction with marketing, utilising their resources, and technology to provide a personalised customer experience that assists in the development of new opportunity through potential expansion or upsell nurture campaigns.Our current marketing automation tool is Marketo so anyone with the same tech would be great, however utilising any MA would be beneficial. If anyone can assist I would appreciate a discussion to understand how you implemented (technology & process) and any best practice you would be willing to share.Many thanks from sunny but cold Scotland!Cheers Allan
Subscribe to this monthly newsletter here! Hi there,Lately, I’ve been mapping CS Ops career journeys. What does the transition look like into CS Ops or into Gainsight Administration, and then upwards, and what resources do people need? Yet, for my own career, I find myself turning more and more away from mere information, and towards time with mentors, mentees, and peer coaches. I’ve realized how hungry I am for ideas from 'far-off lands,' and for a buddy who’s willing to poke at questions of, 'What matters most, in this case?'So, I hope that, in serving up the knowledge below, I’m creating a space where you can step back from your day-to-day, even though we aren’t sitting together over a beverage. Mostly, though, I hope that you can find someone outside your company to talk with about CS Ops. I’ve come to believe that there are an awful lot of people striving to maximize their ‘doing,’ and we could use more of us who strive to pause and attend to each other, since there's so much va
We are rolling Gainsight out for our Client Services org (after deploying Account Management) and bumped into a limitation: we have some accounts which do not have an assigned client success rep. We need to assign CTAs to a queue/pool of employees, and then manually push the CTAs. More than one person will be dispatching the CTAs, so assigning to a designated manager does not seem to work. Gainsight also cannot create cases (we use cases instead of activities for client success work). Did anyone deal with a similar scenario; are there any workarounds?
👋 Hi, I’m new here, but I’m very active over on InSpired, the customer community for Insided by Gainsight. I’m excited to attend Pulse for the first time this year and honored to present in the community track. In my session, I’ll be sharing my POV that B2B and B2C communities are products and that they benefit from leveraging product management principles that strengthen your strategy and scale your community operations. Learn about Jobs-to-be-Done, the Product Canvas, and other techniques I have used to unlock the ability to scale via community, even as a team of one. Level up Your Community Strategy and Operations with Product Management Principles11:30 AM-12:15 PM on May 17About me: More than a decade in community management leadership positions in the tech industry, including communities related to SAP, Google Cloud, and (currently) Unqork.
Hello! So excited to be attending my first live Pulse event AND making my speaker debut 🤓. This session is close to my CSM heart. It is essential that CSMs are able to showcase value to our customers throughout the customer journey that was promised during the sales cycle. In this session, I will be discussing the importance of identifying customer objectives/metrics to measure value and ultimately showcase ROI. What is a value realization program? CSM wins/highlights adopting value framework program How do we guide customers from the Outcome Hypothesis to a Verified Outcome? After this session, you will learn how to develop an Outcomes Hypothesis, drive and assess progress, and verify your customer’s desired outcomes. Can’t wait to see you there!
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
Subscribe to this monthly newsletter here! Hi there,This issue of the CS Ops newsletter is dedicated to a key principle for a key reason: In CS Ops, people frequently hire for tactical expertise, and CS Ops folks frequently focus on tactical execution, even though both groups want CS Ops to think strategically. This is because it’s hard to know how to interview for a strategic thought partner when you’ve never had one before, and it’s hard to become that person if you’ve never been it before. “I feel very fortunate to have worked with many very awesome, very supportive Customer Success executives who recognized early that by having conversations with me, their strategies got stronger.” Emily Ryan, CCO @ Valuize Hold onto your hats for a mindset shiftWhen you step away from your desk in CS Ops at the end of each day, what if it didn’t matter so much how many things you got done? What if your only focus were, “How well did I stick to what I believe matters most about how these kinds of
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
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
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
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
Keeping a community alive is no easy task.It takes dedication, effort and a passion!I know no one as passionate about Community as @anirbandutta.We will be together at Pulse to talk about the initiatives we are excited about to drive engagement in our communities, and we hope it will inspire you to experiment with your own community programs to drive sustained customer success. Feel free to connect with us in the this thread, or via Linkedin. I am always happy to connect and chat community, knowledge management and self service.
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!
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?
It feels like yesterday that we were sharing stories about Pulse US ‘23.😱We’re already at the next destination for Pulse Europe ‘23! ⭐So many stories and moments upcoming at Pulse EU. I can already feel it! Call for all speakers to:Register on this community if you don’t have a profile yet. Make sure to jazz up your profile with all your imp details & your favorite headshot. 📸 If you already had an earlier profile you can't remember, let us know and we’ll look it up, and update your email address with the latest. Login and give us a glimpse into your session. We’d love to get a teaser to what we’ll be learning & discussing in your session - this will be equally exciting those who are attending in-person as well as those who can’t. You can do that by starting a new discussion here.Two amazing speakers @Nina Batlak & @martin.kroehner have already raised the curtains with their teasers that’s got us fired up! 🔥⬇@Nina Batlak @martin.kroehner ⬆Additionally, you might see a
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].
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?
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
The 2023 GameChanger Awards Nominations are now open! The GameChanger Awards are designed to recognize and celebrate our customers leveraging Gainsight to change the game of customer success and experience for their companies, customers, teammates, and partners. A GameChanger is intuitive, always authentic, and never stops challenging the status quo. Sound like you? We thought so!This year's Categories are...The Visionary The Experience Maker The Architect The Digital Success Disrupter The Transformational Leader of the Year (VP or above)To see a full description of the award categories, visit the home page here.To enter into this competition, you need to submit your nomination for the category where you have seen substantial quantitative and qualitative results between May 2022 and May 2023. Nominations must be submitted by Friday, July 14th, at 6pm BST. Winners and finalists will receive 1 free ticket to Pulse Europe, at the Passenger Terminal in Amsterdam, 15th - 16th November. Ther
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?
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
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