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Share and learn industry best practices based on specific job functions
If you work in multiple Gainsight Nxt environments (ex: production, sandboxes, or other instances), you’ve probably lost your Chrome Tab along the way. Which tab is production and which one is the Sandbox? Where’s my sandbox tab? I’ve run into the same issue when administering multiple Salesforce environments and luckily, someone built an extension for that. Find out more about Salesforce Colored Favicons in my previous productivity hacks article here.Working in multiple tabs is pretty much standard nowadays. I can’t imagine ever being in Chrome and just having on tab open. Especially when I’m promoting changes to Production or copying changes over into another environment.In the past, I typically would have one window with all tabs in order. And if that was too confusing, I would open one window with all my sandbox tabs, and a second window for all my production tabs. It kept things a bit saner but I’m still human and would often confuse which window is which. This error is easy to ma
How are other storing "documents" related to an account or deployment. Things like design documents, customer presentations, etc. that we may want to reference in the future. Have folks incorporated sharepoint or other document repositories within Gainsight? Store some other way? Thanks for any feedback.
In April, we certified 10 Gainsight NXT Admins (Level 3), plus we launched a new Associate Admin (Level 1) certificate for new Admins! Special shout out to Mirijam Stewart - our first Associate Admin!Earning the Gainsight NXT Admin certification represents a lot of hard work learning the ins and outs of Gainsight’s CS application! Typically, we recommend Admins take our free introductory elearning, followed by our instructor-led hands on courses, and then dig in with practical on-the-job experience before attempting the exam. If you’d like to learn more about our certifications, click here. Welcome to the distinguished rank of Gainsight NXT certified Admins! @oc @Ediazesquivel @tsmorin @Justin Bills Oliver Mathues@theresalucius @caryn @mprato Rachana Shastry@soumitrasahu
Hello Gainsight Community!In our recent Digital CS webinars, we’ve seen questions over and over again around how digital onboarding can help improve existing onboarding programs, and I wanted to start a conversation on a few ways that digital tactics can be leveraged if you are getting started setting up your own digital-led onboarding program! Usually, ‘digital’ onboarding comes up when customer-facing teams realize they are facing delays in product activation and adoption (usually tied to a slow TTV). And often the delays here are associated with slow responses - customers who don’t schedule an onboarding call, or where it takes days (or weeks!) to even get in touch post-purchase. Where digital can help here is streamlining onboarding communications - and making it easier for customers to take needed actions quickly when they are in-product.So, if you are considering ways to fast-track onboarding, here’s two tactics/capabilities you can leverage to get started: ✅ In-app communication
Does Gainsight have any solutions or functionality for tracking Customer Advocacy, e.g. tracking referenceable contacts, participation by customers in ref calls, speaking engagements, webinars, other advocacy opportunities? I know we can create "tags" on the C360, but the reporting functionality is not optimal for what we need.
Hey Everyone! I cannot wait to get to SF for Pulse and I am especially excited to be participating in this CSM-led track! 🚀Often times when we discuss Customer Experience (CX) and Outcomes (CO) here at Gainsight, we’re speaking about measuring CO with our DEAR framework and the correlations with Net Revenue Retention📈We might also talk about measuring CX with NPS or ‘closing the loop.’ All very important- but we’re only scratching the surface, missing out on an important discussion around how inspiring orienting our work around CO and CX can be! 🤩For my session, I wanted to dig into how we can use the CX + CO framework to add context and purpose to the entire breadth of work that a CSM does (What’s-in-it-for-CSM, so to speak). In my track, we’ll coverHow gathering outcomes at all levels of the business and numerous points in the customer journey makes for easier renewals and drives expansion 📊 Why prioritizing a Human-First approach is crucial for excellent CX 🌞 How the Gainsigh
Absolutely THRILLED to be speaking at Pulse for the very first time 😅I’m talking about the importance of the often much neglected cadence call. This is all about bringing your A game every single day as you work with customers (not just on those Business Reviews, not just just when you need to combat a risk, and certainly not just right before renewal!) and making a consistent habit of building structure and value into your calls. You will walk away from this session with some practical tips and habits that you can start taking action on right away to position yourself as a strategic advisor and assure you earn that partner, not vendor designation with your customers. I cannot wait to see you all there in May! 🔥Meet the Speaker!
A very common question I get from customers is how to add fields to the MDA Company standard object. I'm hoping this video will help clarify the steps involved. Please feel free to add any questions/comments below! [video]https://player.vimeo.com/video/258339549[/video]
We’re doing some research on how Customer Success (and Gainsight) is showing up in industries beyond traditional subscription SaaS. Is anyone implementing CS and Gainsight for a business where your pricing model is consumption-based, usage-based, transaction-based, etc. (e.g., not a subscription contract)? If so, I’d love to organize a call to learn more!
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
@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?
Hello CS Leaders,Gainsight’s Success Snapshot empowers the CS team to create data driven and visually compelling presentations for customer meetings.However, it all starts with a simple evaluation of where you are and where CS leaders want to be with their scalable customer presentation strategy. Here are a few pointers that CS leaders look into on a regular basis to keep their outcomes paramount. Check recent customer presentationsGet your team to share the last few EBRs / customer meeting presentations. This will help you with all information and components the team is currently sharing with the customers. List out Need-To-Have Data points and metricsLook for all the data points in those decks to analyse and figure out which one of those should really be part of the presentation. List out all the key components and data that stand out and should be part of all the future presentations. Aid with presentation templatesOnce you have a raw deck in your mind, help the team by putting t
I joined Gainsight in mid 2014 and my first Pulse was in May 2015 -- so not quite ten years for me but getting close! The 2015 event was in one of the coolest -- and, as it turns out, coldest -- Pulse venues of all time. We took over some warehouses on a pier in San Francisco…....and converted them into a baseball-themed celebration of all things Customer Success. The most memorable thing for many attendees was the Taylor Swift impersonator -- who some people thought was not an impersonator at all! Our customers delivered in the obligatory music parodyFor me the most memorable thing was the opportunity to introduce the world to the first step in the journey of Digital Customer Success, When I first joined the company I spent a lot of time talking to CS leaders and came to understand a huge gap -- they had no way to reach their customers at scale. We build the world’f first automated engagement tool for Customer Success. We called it Gainsight CoPilot and we unveiled it at Pulse 20
I was thrilled to be part of a webinar earlier this week with @seth and @lane_h on Digital Customer Success: Secrets to delivering a human-first experience. We had a TON of interest and engagement on this topic, and as a result, had so many really great questions submitted during the webinar that we didn’t get a chance to speak to them all. If you missed it, I highly recommend checking out the recording, or watch this quick recap video of our in-product tips to keeping digital comms human-first below 👇 Many questions had to do with when to send digital, in-product communications to your users and customers. Timeliness is key to relevancy when it comes to in-app, and if your digital communications are truly ‘human-first’, they should always be as relevant and value-add to your users as possible. Another question was how do you trigger digital communications - what activity, data or segments should be used to identify a user is a good fit for a digital engagement. ‘When’ and ‘how’ of
As a first time Pulse attendee, I have to say that Pulse did not disappoint! It was a jam packed week of sessions, customer meetings, meet and greets, Pulse puppies, etc. As a first time speaker for the CSM track (“Verified Outcomes and Success Plans”), I was able to witness the magic of Pulse in person! A few notes from my session that I spoke on: Do you currently have a value framework program at your company? If not, you can still apply the key parts of the “Outcomes Hypothesis” to help customers quickly identify and achieve value with your company. Understanding our customer’s key value drivers (business challenges they are trying to solve for) is so essential. At Gainsight, we found that our customer’s with at least 1 verified outcome at 3 months prior to renewal had 30% higher GRR than customers without verified outcomes. As CSMs, can we look at our BOB and identify each of our customer’s value drivers Value realization programs are designed to help you define how you are goin
Gainsight is proud to announce our newest group of certified Gainsight Admins! In February, 11 individuals passed the exam! Will YOU be next?! Earning the certification represents a lot of hard work learning the ins and outs of Gainsight’s CS application! Typically, we recommend Admins take our free introductory elearning, followed by our instructor-led hands on courses, and then dig in with practical on-the-job experience before attempting the exam. If you’d like to learn more about the certification, click here. Hearty congratulations and welcome to the distinguished rank of certified Admins! We couldn’t be prouder!! @ Rebecca Fittro@jlicciardello@mpr@kleasure@hillarydj@alma_ramos@ray_roohparvar_faea94@jamie_anderson@andorfuhrer@sam_saunders@andy_roy
We’re so excited to announce the launch of our first Level 2 certification on Horizon Reports & Dashboards! It’s also our first practical exam, meaning no multiple choice questions. Test takers will build 6 reports and a dashboard directly in a Gainsight training environment. This certificate is intended for people who have completed our free elearning, and have some hands-on experience with Gainsight. If you support your organization by building and managing Reports & Dashboards in Gainsight NXT, then this certification is for you!As an introductory special, the first 20 people to register can get half-off the $125 cost of the exam using the code REPORTS-50. You must register and take the exam by the end of October to receive the discount.For more information and to register, click here. Feel free to comment here, or email email@example.com with your questions.Special thank you and kudos to @benwanlessmenlo, @leah.myers, and @carolyn_nieberding for participating in our
Please use this blog post as a place to discuss your thoughts on the sessions and topics covered in the track 'Success with Product-led Strategies'. What did you find the most inspiring?DescriptionJoin us for a full day of content intended to cover multiple product-led strategies that are being embraced by product leaders at multiple companies. Get inspired by some of the brightest minds in product who are using product analytics, in-product engagement, and community engagement to generate pipeline, acquire customers, drive adoption and expansion, and influence roadmap strategy.
Did you know that Pulse 2023 is our 10th year of Pulse? 🤯 Not only has Pulse continued to be part of our lives over many years now, it’s created a truckload of memories to hold onto forever! From meeting and learning from different people, to puppy adoptions, to a Taylor Swift impersonator (or maybe not? 😉), Vanilla Ice taking the stage, music parodies and so much more! So, we put together this trip down memory lane so we all can step into this year’s Pulse even more fired up, and closer together! 🤝🏽 I have to admit, I was really looking forward to the shoe count of @nick_mehta 😉 I’m sure you’ve all had some really lovely memories from Pulse too!Would love to hear them from you! 👇 Don’t forget to have a wonderful time at Pulse 2023! ♥️
Hi all - new to the community and curious how other handle an Annual Business Review with a client that has multiple SAAS assets from your company. I ask because our company’s clients could have up to 15 different SaaS solutions (all provided by us), that our CSMs need to include in an Annual Business Review. We were pretty efficient with our processes before when we were only reviewing performance and goals for 2-3 assets but now - it is getting to be a bit much. Anyone else out here have a similar issue that wouldn’t mind sharing some best practices or ideas related to this? Thanks!
Hi folks, Our customer base is quite atypical - we work with farmers. As you can probably assume, seasonality is therefore a huge factor in everything we do. As we begin to plan out the revamp of our health scorecard and think about our risk escalations, we are attempting to determine the best way of catering to the seasonality we know we face. For example, if usage is below X in January, that’s totally ok; but if it is below X in July, that is a huge red flag. To top it off, these seasons can vary between farms based on the type of crop they are focused on. That level of segmentation is a bit rough in our database, but I am working on making that information more useful as well. I would love to hear any ideas or thoughts on how to approach this!
When will we add the ability for other roles besides Admins to access the G360? Admins are not generally the ones driving adoption of Gainsight, so the real value of G360 is for access by Adoption Champions, including Directors and Team Managers. Customers are asking for the ability to have broader use. A way to export and distribute internally would also be helpful. Any way to get the right people looking a the content would be a win-win!
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