Share Industry Knowledge

Hello everyone!My team would like to change the historical names of our plays to be consistent. Is it possible to change historical play names in JO? We are wondering if this could impact the database in JO, plays ID or any other direct impact. Any insight/suggestion is welcome. Appreciate your help!Melany

Changing Play Name

7 days ago

lane_hGainsight Employee: MVP

Over the past couple weeks, I’ve received multiple questions about how to start or run Office Hours. This has become a key piece to our 1:many strategy here at Gainsight. We offer a few different types of Office Hours and each has a different outcome we’re helping to achieve.CSA Office Hours - These are geared towards Operations teams who have questions about how to do something technical in their instance. CSM Office Hours - The Digital First CS team holds these once a month and deep dive on a specific topic to drive awareness and adoption. PX Office hours - Each month the PX team covers a topic to drive adoption of parts of the platform.5 steps to getting started:Start with a small group of customers - This allows you to be more intimate setting as well as get rapid feedback on the program. As we rolled out our Office Hours, we started in our Pooled CS segment. Be aggressive with your invite - I don’t mean to invite the same person multiple times. However, since you’re starting sma

Creating Office Hours for your Organization

10 days ago

SaiDindiGainsight Community new member

Hi Team,We have customized GS home page and in My Portfolio data is sorted by company names(Default). Is it possible to sort the data by other fields from the admin side so that end user need not sort every time when they login?

Is it Possible to sort the data by custom fields on Gainsight home reprots ?

11 days ago

antiviruslicensekeyGainsight Community new member

posted in Product Experience Best Practices

BullGuard Premium Protection Serial Key

BullGuard Antivirus Premium Protection includes all of the features of the other two desktop products, plus a few more. Multi-platform assistance is by far the most essential feature for many customers. Because it is the only version that works with macOS. Let’s talk about more and find out on what basis you should consider purchasing a BullGuard premium protection license key or not Source - BullGuard Premium Protection Serial Key

13 days ago

phani_kumarGainsight Employee: MVP

Hi Team. Recently, I came across this situation where I need to Provide Rank based on some Numeric field Values.I have accomplished this logic using the Gainsight Rules Engine. And below are the steps to create Rank. First of all, the flow which I am going to show you that helps, if your data set has duplicate values or distinct values as well.Example, my data set is:And the output is like below In order to get that required output below are the steps that we have to follow in Rules Engine. Note: the steps which I am going to explain, will be the same for both types of data (Distinct or Duplicate) Step 1: Fetch the Data set with the Numeric field(in my case it’s ARR) on which we wanted to apply Rank.Based on the above sample example data the output of the step 1 is Step 2: Create a Transform task in which pull the numeric field(ARR) in to the Group By Section and drag any other field(Account ID or Name) in to Show and apply count on it.So the output of this task is Step 3: Create one

Calculating Rank using existed field value in Rules

4 days ago

carsten_schuetzGainsight Community new member

Hi Community,I was wondering if there are any best practices for the following: You close a deal with a multi-national enterprise and successfully expand product adoption to different business units.Each of these business units would like to have their dedicated CSM, with dedicated touch points, EBRs, etc., so for sure multiple-times effort for the CSM.Of course, usually you don’t expand with an ARR multiple of 2x, so consequence is that you will have a CSM who needs to manage e.g., 4 instead of 1 customers but within a single account.Is there any best practice how to deal with these situations that you’d like to share?Best, Carsten

Dedicated CSM for multi-national, multi-business-unit Enterprises

17 days ago

sethGainsight Employee: ACE

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

April 2022 CS Ops Newsletter

19 days ago

sethGainsight Employee: ACE

What’s the org structure for your teammates who work on digital-led customer success?Here’s how it’s broken down at Gainsight:1 Director of Digital-Led Programs 1 teammate who develops always-on programs for key customer moments 1 teammate who develops customer communications (emails, virtual events, etc.) 2 teammates who develop in-app messaging 2 CSMs who used a pooled model to assist customers who don’t have a named CSM 1 teammate who manages our customer advocates and orchestrates ‘match’ requests from Sales and CS 1 teammate who provides logistical support for all of the above You could also consider community to be part of the digital/scaled support we offer to customers, and various pieces of community are owned by different teamsWhat does your digital-led team structure look like??(Credit to Emily McGrath, Director of CX @ Drift for bringing up this topic!)

Org Structure for Digital-Led/Tech-Touch

20 days ago

lila_meyerGainsight Employee: Grand Slammer

Are you (or your CS team) looking to accelerate your professional development? Check out our new free Pulse+ preview site, for sample courses focused on customer success skill development. The preview site includes one free course in each of our core learning paths, as well as a sneak peek at the broader training and resource catalog.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!)A few months ago, we launched an aspiring CS Leader training and certificate series, to compliment our existing content for CSMs and Advanced CSMs. Pulse+ now includes three core learning paths, 3 final exams, and 3 certificates (plus hundreds of hours of optional C

Customer Success professional development - free preview available!

27 days ago

spencer_engelMVP

Most of the credit for this post goes to @sdrostgainsightcom, who shared the bulk of these steps with me during an office hours session a while back. I’ve since added a couple notes of my own, as I’ve been dealing with a few user cleanup projects in our org. I’m hoping this can be a helpful guide for anyone else going through this process (and selfishly, I’ll probably need to reference this myself in the future!). ISSUE: When a username is changed in Salesforce for a user that is synced into Gainsight, the User Sync job, which uses the Salesforce Username as the upsert key by default to maintain the connected Gainsight User, creates a new user record: The new Gainsight user has the SAME Salesforce User ID, but has the NEW username from Salesforce – this user will not reflect the applied Gainsight license, etc. since that info remains unchanged on the original user record with the now out-of-date username. This original Gainsight User will not be updated by the sync job going forward

How to deal with Duplicate Users in Gainsight

12 days ago

SrikanthGainsight Employee: Rookie

Hello Team,We observed that the number field is getting rounded off to the nearest integer when it is used in Cockpit UI.Can we show actual number instead of rounding off?Usecase:Customer has a custom field of number type(2 decimal values are allowed) in Call to Action object to track duration.When duration is filled as 0.25, it is rounding off to “0” and when we use “0.5” or above, it is rounding off to 1.Customer wants to show the original value instead of rounded off value.Can we do that. Thanks & Regards,Srikanth

Numeric values stored in the column are rounded off when used in Cockpit view. Can we show decimal values instead of rounding off?

natalie.dalessandroGainsight Community new member

Hello Gainsight Community! I am hoping to get your help with a question. I am looking to add a custom field in Success Plans, and I am wondering where it says "Insert text here" in grey (on a rich text field) - is it possible to change that to add a hint?

Success Plan Custom Field Hints

lila_meyerGainsight Employee: Grand Slammer

Amazing! You did it!!Congratulations to everyone who earned an Admin certificate in March! For those of you that earn a cert in April, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge! This helps us build awareness and recognition in the market for Gainsight Admin skills, experience, and certification. For everyone that shares their badge by April 30, I’ll put your names in a hat, and pull out 3 winners! In March, we certified 8 Gainsight NXT Admins (Level 3):London LeGrandSandeep Kumar ChidreeAmanda SepeJason BourosKelly NisslSandra de los MozosMarc CollJonathon Wong 11 customers got Level 2 Reports & Dashboards certified:MBSG LalithaPatrick Paahana Kelly Nissl Jeremy Kinchen Jai Negi Johnson Kee Roy SlowiakSri Krishna Priya Karri Romain Belvas Nick SartinoAlexander Olmo 4 partners got Level 2 JO & Surveys certified:Roy SlowiakRomain Belvas Amanda Sepe Austin Basham And, we also certified 30 Associate Adm

Congratulations to our newest Gainsight Certified Admins from March 2022!

edgarmsiGainsight Community new member

My CSMs would like to associate a Timeline Activity created in a customer’s C360 with a CTA that was created in the customer’s R360. Since the Associated Records search won’t find the CTA created in R360, I suggested that for future CTAs, that they initially create them in C360 and not in R360 if they want to associate a Timeline Activity created in C360.

Associate C360 Activity with a CTA in R360

EngunetGainsight Community new member

Is deletion logs already in place or it will be materialized soon ?I think it will be very help full to track the deletion records on MDA objects , when and whom did deletion .

about deletion logs

sethGainsight Employee: ACE

Gainsight Administrator is a creative, powerful role. It drives career development, it lives in the cutting-edge world of Customer Success Operations, and it’s both a new challenge to a systems administrator veteran and an entry-point for someone looking for a first ‘technical’ role.I know, because I’ve lived it and I’ve seen it. I became a Gainsight Admin in 2015, and earned my Level 3 Certification when it first became available. After transitioning from ‘Gainsight customer’ to ‘Gainsight employee,’ I ran Gainsight’s CS Ops team for 2 years, which included experienced Admins who have since grown into leadership, and first-time Admins who had never configured a piece of software before. In my newest role, I see the experiences of Admins with all levels of experience, plus their managers, on a daily basis. I hear about what they need and what has worked well for them.And I hear how out-of-reach the role can feel for newcomers. It’s intimidating, or confusingly different from job descri

How Anyone Can Become a Gainsight Admin

lila_meyerGainsight Employee: Grand Slammer

Congratulations to everyone who earned an Admin certificate in February! For those of you that earn a cert in March, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge! This helps us build awareness and recognition in the market for Gainsight Admin skills, experience, and certification. For everyone that shares their badge by March 30, I’ll put your names in a hat, and pull out 3 winners! In Feb., we certified 10 Gainsight NXT Admins (Level 3):Godwin Omughelli David Tittle Jordan Filip Nicole McLaren Michelle Van Vuren Andrew Lewis Kyle Nixon Matthew Hinds Thelma Koka Beatrice Ferenc 8 customers got Level 2 Reports & Dashboards certified:Saikumar Rachamalla Logan WunderlichAmanda Sepe Ryan Tillison Austin Basham Michael B. Mahan Grant Noren Kimani Allen 8 customers got Level 2 JO & Surveys certified:Nicolas Siri Grant Noren Jeremy KinchenLogan WunderlichLeah Myers Kimani AllenHeather Hansen Justin Neal And,

Congratulations to all our newly certified Admins from February!

chelseahopkinsGainsight Community new member

Hey guys,I was wondering if anyone could offer any advice on how we can manage this scenario a bit better.We provide our customers with a software and we have a training team that delivers training sessions and webinars.At the moment users book via a zoom registration form, when this has been submitted our training team open a training success plan and link a pre-configured playbook.In that playbook there is a CTA called “Introduction Training” as an example, and if booked the training team will update the CTA to “Introduction Training - Booked”.Then after the training has been delivered the training team will export the attendee list from Zoom, add in the relevant GSID’s and upload the CSV to a program which sends users a follow up email with a link to their recording of the training and a feedback survey.When the follow up email is sent a CTA is created that is named “Introduction Training - Attended” that automatically closes 24 hours later.This means we can then pull a report on CT

Managing Training Sessions/Webinair Attendance

jaredjassoGainsight Community new member

Hello, We are also looking for a better process on our user/license managment. Wondering what other teams are doing to track their user licenses as well as how they are set up if a new user joins. We woud like to track and audit this periodically so that we know which users are applied which licenses. Does anyone have a process that they have seen work around this idea? Thank you for any feedback!

User License Maintenence/Audits Process?

samwagoner1775Gainsight Employee: Shoshin

We are curious if the option for a survey question that requests a file upload from the client is currently on the roadmap?

file upload from the client

posted in Renewal Management Best Practices

JoseGainsight Community new member

How to celebrate client renewals (examples of how to reinforce a CSM and encourage them)

Up until today in my team, we have no way to reinforce the CSMs when a client renews. Winning takes effort and sweat so we need to find a way to: Motivate them, feel valued and recognized in the company Help them prioritize their goals as CSMs Perceive client expansion and churn fighting as an opportunity to grow The Question: how can we celebrate when we achieve success with our clients?Does anyone have examples or best practises on how to do this in your company?What are the most effective ways to reward CSMs so they keep motivated to renew and renew more account each year? I was thinking about these 2 options: A) Monthly email to the team sent by the CSM Lead with summary of the renewals using positive languageD) Mention by CSM team lead or Founder on a slide in the Company meeting - congratulating them Any other hints on your end?Your suggestions would be super valuable :) Thanks so much

jaredjassoGainsight Community new member

Hello, We are looking to revamp our process of transitioning accounts to new CSM’s and was really wondering what other organizations are doing.Our current process is as follows:The TM builds out a list (report/excel) of transitions including (CSM ID’s, Names, Account ID’s, etc.) and attaches to a ticket. We take that file and upload it to an object. We then run a rule that has a corresponding playbook attached to it, there are a handful of playbooks to choose from. This then kicks out the CTA to the CSM who will be performing the transition and its tasks. Finally, we update the CSM in SF via Dataloader.ioThis is a pretty bulky process and takes a little more time than it should, so we are looking for any ideas that other companies might be doing to make this a little more streamline. Thank you for any and all input! Best,

CSM Account Transition Process Ideas

sdalyShoshin

Hi there! Does Gainsight have Salary benchmarks for CSMs (associate, senior)?

CSM Salary Benchmarks

Dylan.ShieldsGainsight Community new member

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!

If you have a pooled CS team / 1:many team - what is their job title and the manager or the team's job title?

posted in Product Experience Best Practices

dj3turnerGainsight Community new member

Team is new to success plans

Hi all - My team is new to Gainsight and I’m wondering if anyone has best practices for putting together Success Plans. We are relatively new to that process and I’m curious what is industry standard.For example, would I put a success plan together for each FY to align with changing priorities and goals? Or would a success plan be more specific to each goal and then get more granular within the plan?Curious to hear what has worked, what hasn’t worked, and what else we should consider as we build out this process.Thanks!