Share Industry Knowledge
Share and learn industry best practices based on specific job functions
Pulse USA/EU: Gainsight's CS Ops Mentor Program
We’re so glad you’re here! A little over a year ago at Pulse, Gainsight announced the CS Ops Mentor Program just for CS Ops Professionals, whether you were looking to land a role, just getting your feet wet at 6 months in, or experienced! Since then, in Gainsight’s community alone we have had over 3,000 people from all sorts of CS roles reply with interest and start conversations, and 293 mentees, 25 mentors, and 152 who don’t mind either, sign up for the Program. If you missed it, don’t fret! This year at Pulse there’s a big chance the best minds will also be a part of our growing CS Ops community. CS Ops Mentor Program for new and experienced CS Ops Professionals:Mentors can expand your network, build coaching and people skills, while reinforcing your knowledge on subject matters and offering mentees a different perspective. By the way, signing up is easy and free. “I have mentored dozens of people in my career and it has made me better at what I do. Teaching is the best way to trul
In Person Networking at Pulse!
Can you believe we are just over a week away from Pulse? Not sure about you, but I’m FIRED UP for thousands of professionals in Customer Success, Product, and Community from across the world to learn, celebrate, share, and have fun in our own unique way.It’s been a popular request to meet other customers just like you and we wanted to create a space for you to set up some in person networking opportunities! Comment on this post with your interest area (Example; Digital lead CS, Community management. etc.) to meet folks who are trying to solve a problem just like you! If you have any questions, please reach out! CaraCustomer Advocacy Manager @ Gainsight P.s. Comment on post to continue to meet in person after Pulse. Let's form local user groups from your area if there are enough people interested.
How to transition customers to a low touch engagement
I’m seeing more and more organizations put the importance on digital led segmentation as they go into the end of the year. It is important to focus on digital led strategy to plan for durable growth over the next few years. The question I’m seeing get raised is “How do we transition customers into a digital led/digital first program?” This question is one I faced last year as we were building out our segmentation. The hard part was I couldn’t find many resources on how to do this. However, I did have some great conversations with people at organizations who had to make changes to customer engagement models (high touch to mid touch, changing CSMs). We took some of these best practices and applied them to our approach. Determining when to transition customersThere are three ways we identified when customers should move engagement models:Evaluate their current engagement - Look back at the data you have. Which customers meet the criteria for the new engagement model you are moving them t
CS Ops & Gainsight Admins at Pulse 2022: Know-Before-You-Go!
This post is for Pulse in 2022. If you’re looking for a later year, check your search results again! 🙂If you’re in CS Ops or are a Gainsight Admin, here’s how to get the most out of Pulse!MEET VIRTUALLY, TO RAMP UP TO MEETING LIVEThe “All About Pulse” area is live for the ramp-up to Pulse. Speakers got things started by posting about their sessions, including in the CS Ops track. During Pulse, we’ll be directing attendees here to post their questions, reactions, and ‘aha moments’. So, to get ready, create an account, put a pic and info in your profile, and post a comment about the one thing you most want to learn about this year. (This is the one area of Pulse that is open to people who have not purchased tickets.)TUESDAYPulse Academy Live (registration required) Gainsight 101: Gainsight Admin Foundations Gainsight Admin 200 Series Gainsight Admin Happy Hour 🍻 We’re thrilled to get admins together with the only other people in the world who can appreciate an elegant Bionic Query!
Small-Group Admin Coaching at Pulse 2022 - Limited spots!
Update: These roundtables took place in 2022. Looking for a community post about Pulse roundtables in a later year? Take another look at your search results! 🙂 For Gainsight Administrators attending Pulse 2022 in-person, we're creating an opportunity for you to come away with customized, tactical coaching from an expert admin. Plus, you'll meet fellow admins who you can feel comfortable connecting with in the future. Five experienced admins -- hand-picked members of our CS Ops Product Council -- will each host a roundtable.Each roundtable is limited to five participants so that the conversation can be intimate and in-depth. Registration is required to secure your seat.You can only register for one. Several will happen during the same lunch block, plus we want to maximize the number of admins who have access to this opportunity.Bringing a Negotiation Framework to Collaborative Design, hosted by Bradley Bazhaw @bradleymcg -- Register Here Description: When building a solution, you need
How are you identifying Power Users of your products/features?
I’d love to get some ideas from people in the Community on how you are leveraging various data inputs to identify and track your power users. Do you identify power users by product suite? By specific features? What does a “power user” look like and are there specific data points you look for when identifying those individuals? (ex: certain hours spent in the product, adoption of a specific feature or workflow, hours spent engaging with your customer-facing team or community, etc. Are there other ideas that come to mind?) Once you have power users identified, how do you use that information? (ex: targeted marketing or outreach, product pilot programs, surveying, reference programs, etc.)
Usage report for GS
Hello- I’ve seen some really old posts on this topic but nothing recent… I’ve been asked to report out on internal usage of our GS platform. They log into it via SF so I’m not sure if I can get logins / week - any suggestions or help on what to pull for this type of report would be helpful. TIA!
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!
6 reasons that I'm heading to Pulse this year in 2022!
#1 - Your best team event EVER will happen here. Personally, I've hosted my annual team Customer Success event here year after year and it's a fantastic environment. The ORA of Customer Success will be so strong and powerful like the force, and your team bonding experience will absolutely change the game for your company. You might even win an award!#2 Puppies - Last year there was a puppy cam which created so many "good feelings" across cyberspace it almost took down the servers. To quote the great Charlie Brown and Snoopy, "Happiness is a warm puppy". Hint: They might play frisbee with you in person . . . .#3 - Product innovations - Gainsight continues to innovate in areas from human first emotions to Horizon AI and #plg. Inside the platform you'll now see Gong and Zoom calls to re-watch at 1.5x speed and comment on. Your Customer 360 will include meeting intelligence with Complete CSM to hyper-analyze calls into how your customers are trending with #CustomerIntent over time to predi
Customer Sales Performance as part of health scores
Hello - Looking for some use cases or best practices around including our clients’ sales performance into the overall health score. The thought being that our clients’ sales performance impacts their ability to purchase/budgets and can thus impact churn. I’d love to hear from anyone doing this or if it’s common practice not to include, why. TIA!
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.
CSM Relationship Score Best Practices
Hello! I’m working on an overhaul of our customer health scores and reviewing some best practices. I’m looking for ways to measure customer relationship from our CSM perspective. Right now, the score is manually set from 0-100. CSM’s set the score manually. There are no benchmarks to define what the score means (i.e. what does a score of 90 mean?) so the scores are very subjective. I’d like to move to something a bit more consistent and potentially more objective. TIA!
July 2022 CS Ops Newsletter
Subscribe to this monthly newsletter here! Hi there,I had three striking experiences recently, and a realization snapped into focus that's proving to be a daily touchstone for me. Here's what happened:I told a story. As part of Gainsight’s celebration of Pride, I wrote a blog post, Why I Keep Coming Out at Work. I merely talked about my life. I was taken aback, though, to get replies that went way beyond messages of support. People told me that my story was meaningful to them. They took something away from it. Our experiences communicate more truth than we realize. We ran a virtual roundtable to offer career coaching to Gainsight Level 1 Certified Associate Administrators. The greatest theme in the feedback survey was: “I want to hear what other admins have done.” (FYI, we’ve published the career stories of eight admins: Anita Beck, Kelly Nissl, Sagan Shirlin, and Katie Baker + Victoria Barry + Patrick McCrudden + Jessica Palmer + Ben Wanless.) When people have the opportunity, they
Extracting insights from sales contracts?
Hello Community! Gainsight’s product team is researching the value of AI that could extract insights from sales contracts. Your sales contracts may include terms like: logo rights, price protection, termination clauses, etc. Does your team have access to Sales contracts and do you review this content on a regular basis? If Gainsight could extract meaningful customer relationship data from Sales contracts, would it help your customer success operation? What information are looking to extract?Feel free to respond to this post or directly to Minh Phan firstname.lastname@example.org.
Only 4 more days to submit your GameChanger Nomination!
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
TRACK: HUMAN-FIRST LEADERSHIPBlog
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Human-First Leadership'. What did you find the most inspiring?DescriptionWe strive to be living proof that you can win in business while being human first. In this track, learn how to navigate career changes and transitions, our experts will discuss how to be a leader and build a strong community, and so much more! Let’s talk about how we can bring humanity back into this technology-driven world.
TRACK: VERTICAL INDUSTRY PERSPECTIVESBlog
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Vertical Industry Perspectives'. What topics or sessions have you most excited?DescriptionDifferent industries have different approaches to driving adoption and delivering valuable outcomes for customers. In this track, learn from innovative companies across a diverse set of industries and business models that have unique approaches to delivering superior customer experiences, ensuring customers are seeing value, and growing customer revenue.
TRACK: DESIGNING CUSTOMER JOURNEYS THAT DRIVE OUTCOMESBlog
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Designing Customer Journeys that Drive Outcomes'. What did you find the most inspiring?DescriptionUnderstanding your customers and creating a connected user experience are key to delivering the outcomes your customers desire. In this track, our speakers will share tangible strategies that blend human touch and digital touch approaches that deliver value at every stage of the customer journey.
TRACK: MANAGING ENTERPRISE COMPLEXITY AND SCALEBlog
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Managing Enterprise Complexity and Scale'. What did you find the most inspiring?DescriptionHear from leaders who will reveal how they overcame the challenges of improving adoption and retention at large multi-product, geographically distributed enterprises with multiple stakeholders and massive user communities.
TRACK: TURNING CS OPS INTO A STRATEGIC ADVANTAGEBlog
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Turning CS Ops into a Strategic Advantage'. What did you find the most inspiring?DescriptionHear from CS Operations experts as they share best practices on a range of topics including building a CS Operations function, developing your post-sales operations strategy and roadmap, maturing and scaling your CS strategy to drive efficient growth.
TRACK: CUTTING EDGE GROWTH STRATEGIES FOR ADVANCED TEAMSBlog
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Cutting Growth Strategies for Advanced Teams'. What did you find the most inspiring?DescriptionAs companies mature their operations and strategy, understanding how to level-up and answer the question “what’s next?” is key. In this track, we will talk about how leveraging AI-powered tools, optimizing processes and surfacing more meaningful insights from your customer data can help your business scale adoption, engagement, and growth.
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.
TRACK: GROWING AND OPTIMIZING NET REVENUE RETENTIONBlog
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Growing and Optimizing Net Revenue Retention'. What did you find the most inspiring?DescriptionNet Revenue Retention is not just a customer success metric. It is now a metric that drives company valuations and market cap. Hear from leaders who will provide tips on how to plan and execute cross-functionally to improve NRR.
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