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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?
Been a late find for me but Gainsight’s director of CX and Scale @lane_h and Head of Community of inSided by Gainsight, @Alistair FIeld get together with our VP of Customer Success, @easton_taylor to riff on the obvious synergies of a CSM org and an active Community.📹 Watch it On-demand here📕 And also, there’s this Big Book on Customer Success for us to download.
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
These are the core tenets that I’ve picked up about how to measure the effectiveness of a CS Ops team. How do you measure your CS Ops team’s success?Team ThroughputIt starts with tracking simple CS Ops activity. You can use some metric like features deployed. Since a large portion of our CS Ops team uses sprints, we can show "points delivered". @kendra_mcclanahan (Gainsight’s Director of CS Ops) has even built mechanisms in Monday.com so that those points are compared against expected vs. actual, and are reported broken down by high-level strategic initiatives and major areas of run-the-business responsibilities.Leading Indicators of ImpactYou’ll then want to start to collect signs that your CS Ops team is actually starting to make a difference. For example, @jennifer_bruno (Gainsight’s leader of CS Enablement & Transformation) runs a survey of our CSMs about how enabled they feel, how useful our health scores are, and so on. She coordinates with the rest of CS Ops about what areas
Hi Everyone! 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, never stops challenging the status quo, and just might have superpowers. Sound like you? We thought so!Nominations must be submitted by 6 pm PT on Friday, July 7th, 2022. Winners will be celebrated during Pulse in San Fransisco on August 17th-18th and will receive their official GameChangers Award and prize. Winners also receive one free Pulse pass to Pulse in person. Visit this page for the complete details on all of the award categories and submit your nomination!Award submissions are open to all Gainsight customers! In Order to Win: Your results must have been achieved between June 2021 and June 2022. Submissions must include substantial quantitative and qualitative results. Please submit as a Microsoft Word. DOC o
Hey Team, there is a report in salesforce (Data Export) , you can generate, download and see what change made by who in case of more than one admin in the instance. I think this feature also needed if it is available in GS data instance. There may be companies who have more than one Gainsight admins and who worked collaboratively on same data infrastructure. So far what we can see only Modified date and Modified by, but i think that is not enough unless there is a way to see exact change made . This will keep the GS Admin Team Synced on the instance. Thank you!
Has anyone integrated Gainsight’s Bot search with Salesforce Knowledge? If so, can you describe how you used this feature, and did you offer your customers access to Public docs? Interested in your success stories. (We have tested the integration set up, just want to learn more about how you successfully used this for your customers. )
Has anyone integrated Salesforce Knowledge for users, and if so, how are you using this for public facing content?
We are testing the integration of documents and articles within Salesforce Knowledge Base for our customers to access within the Gainsight Bot searches.We made the connection and are interested in learning how you utilize the integration so users can access public facing documents/videos from Knowledge.Thanks in advance.
When creating an engagement and wanting to edit in-app to tag a UI element, we are unable to do so. Our Web Application Firewall (WAF) which controls our endpoint thinks the Gainsight payload looks like a SQL injection and blocks it. How can this be resolved?
Hello out there. I am leading efforts to stand up a team and implement effective CS strategies within my company for a healthcare technology. I am looking for general references on how to go about defining “success” for our end-users and developing a health score to track and identify opportunities. Any direction would be greatly appreciated! Books, webinars, articles, etc...
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 ⬇️
In our monthly meetup group about the CS Ops of Digital Customer Success, we spoke in February 2023 about measuring digital CS. 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.
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
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
Recording of the December 12/9/22 Global GS Admin Slack community meetup on Data Designer!Explore common use cases for data designer and how GS admins tackled business problems using data designer. Learn about some of the “gotchyas” with data designer and possible workarounds to achieve what you’re looking for. https://zoominfo.zoom.us/rec/share/tAs30V0Qp4Wl1G0KxbrrrNRB11LrtruAB4wU1P_lnIJRHUa4BXe-Qshu_NeVC1G9.8QENl_KEhlUvcVDzPasscode: lZ@C$2Ti
In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in December 2022 about launching a digital-led tier. Here’s what we learned! 🎞️️️️ Gainsight’s @seth gave an overview of Gainsight’s digital-led tier and then we heard from a few breakout rooms. You can watch the recording here. 📝 Find the overview slides and Note-taking slides from the breakout rooms here. A few other resources related to this topic you might find useful:Creating Office Hours for your OrganizationHow to Transition Customers to a Low Touch Engagement Learn about these meetups in the future by signing up for the monthly CS Ops Newsletter.
In this Q&A with Jessica Kitt, Vice President of Client Experience with Popmenu, she discusses how during a time of significant growth, the company focused on automation to ensure customer interactions were efficient as well as meaningful. Read more about Popmenu’s approach to its automation strategy and insights from Jess for others going down this same path.https://www.ncloudintegrators.com/post/q-a-with-jess-kitt-vp-of-client-experience-with-popmenu
“We need more automation.” The topic of scaling is not a new concept in the Customer Success industry and continues to be a hot topic and one that most organizations want to pursue. However, most organizations struggle with finding a balance in adding automation to scale and often try to automate too much. Find out how to establish a balanced approach in this article, 4 Steps to Automate with Intention, by Kate Griffin, consulting team leader at nCloud Integrators. https://www.ncloudintegrators.com/post/automate-with-intention
We are staring to implement the use of Success Plans in Gainsight and I was hoping to find out how others have been using them. What types of things are you creating them for? Are you keeping them simple and clear? Just looking for some guidance and tips on what others have learned and how you have implemented them. Thank you in advance!
Hello Gainsight enthusiast!For enterprises looking to drive efficient and scalable value realization, customer success technology isn’t merely a nice-to-have, but a fundamental organizational imperative. And, as the leading CS solution on the market, Gainsight is the most powerful platform to operationalize an effective CS strategy.In Valuize’s new eBook, we’ve compiled years of Gainsight expertise to create the most comprehensive guide to succeeding with Gainsight CS to help leaders maximize the impact and value of their Gainsight CS investment. Grab your copy here: https://bit.ly/3GDngyk Ultimate Guide To Succeeding With Gainsight CS
Looking for suggestions from the field on best use case for the following scenario from an admin's perspective... We'd like to pull a report across multiple objects (i.e. opportunity, account, customer info) that we can review upcoming Customer Success owned renewals each quarter. The strategic part I'm trying to figure out is how do we track a couple of key questions that we will fill out during our meeting and store them so we can push this information upstream at any time. What are your suggestions for the best area to do this: 1) Data spaces - my initial go-to. Relatively easy to pull this info into a report, but I'm not sure the best way to capture information from our meetings. 2) MDA - Another thought was to build a table and either feed this via rules engine, or just to upload information manually via csv after each meeting (since this will only be quarterly). This is a little more high maintenance but we could add in a column for date tracking. Any suggestions off of these
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
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