Archive

Conduct post off-boarding survey to understand churn reasonsRUN

IntroductionSurveys are essential tools for understanding customer needs and preferences. They are equally important for uncovering the reasons behind customer churn. By surveying customers after they leave, you can gather critical insights into why they decided to depart. This feedback allows you to identify and address underlying issues, helping to improve your retention strategies and potentially re-engage customers in the future. By implementing this post-churn feedback process, your organization can proactively take steps to prevent future churn, ultimately enhancing customer retention and reengagement strategies.Why does this matter?A well-defined post-churn feedback process offers several key benefits:In-depth Insights: Gain a thorough understanding of the key factors causing customer churn. Proactive Prevention: Use churn data to improve customer experiences for active customers and drive internal processes to prevent future churn. Reengagement Opportunities: Address churn reas

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smondretiGainsight Employee ⭐️

Introduction: Mastering digital-led signals and resolution programsWALK

IntroductionStaying ahead of potential issues and ensuring seamless renewals is crucial for customer retention and success. Digital-led signals and resolution programs are game-changers, enabling you to automate processes, proactively address risks, and streamline renewals. This guide will walk you through the key steps to effectively implement these strategies, helping you reduce churn and keep your customers happy. Step 1: Validate Renewal StakeholdersBefore diving into automation, it's essential to ensure you're engaging with the right people. Validating renewal stakeholders helps you target your efforts effectively, ensuring that your communications reach the appropriate contacts. Create a Survey: Send surveys to core contacts involved in the renewal process to validate stakeholder information. Automate Follow-up: Use survey responses to automate follow-ups and engage with newly identified stakeholders. Centralize Stakeholder Information: Incorporate updated stakeholder informa

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smondretiGainsight Employee ⭐️

Streamline renewals with automated reminders and journeysRUN

IntroductionRenewal automation is a game-changer for companies looking to optimize their CSM / renewal team’s workload while boosting customer retention. By leveraging renewal automation, companies can streamline the renewal process and reap significant benefits in terms of increased efficiency and customer satisfaction. Once the user gives their consent, the renewal is processed automatically, making the entire process seamless and hassle-free.This article will guide you through leveraging Gainsight's tools to implement these workflows effectively.Why does this matter?Automating renewal processes allows your team to focus on high-touch renewals that need personalized attention while ensuring that the majority of renewals are handled seamlessly. This strategy supports renewal predictability, scales the number of renewals your team can manage, and enhances customer satisfaction by providing a streamlined, efficient experience.Increased Efficiency: Automates routine renewal processes, fr

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smondretiGainsight Employee ⭐️

Efficiently managing and centralizing renewalsRUN

IntroductionEfficiently managing multiple renewals is crucial for ensuring consistent revenue and customer satisfaction. Centralizing renewals helps gain increased visibility of the process with improved reporting accuracy, providing cross-functional teams with the most up-to-date renewal data. Additionally, managing multiple renewals at scale using advanced tools like in-line editing significantly enhances efficiency and accuracy. This article will guide you through centralizing renewal operations and managing renewals at scale using Gainsight's tools, ensuring your team can handle renewals seamlessly and effectively.If you haven’t already addressed high-risk, high-value accounts, start with our article on Implementing a strategic red accounts process for key accounts to ensure your key accounts are managed effectively before scaling up.Why does this matter?Increases efficiency by automating routine tasks Ensures consistent and timely renewals Enhances CSM productivity by allowing foc

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smondretiGainsight Employee ⭐️

Enhance renewal forecasting with comprehensive tracking and customer insightsWALK

IntroductionAccurate renewal forecasting and maintaining visibility into renewal processes are critical for proactive customer success management. By combining comprehensive tracking of key renewal interactions with customer input and CSM insights, you can create a robust and accurate renewal forecast. This comprehensive approach allows you to identify potential risks early, manage renewals proactively, and reduce churn effectively.If you haven't already set up basic risk tracking, start with our article on "Establish Basic Risk Tracking with Playbooks" to lay the groundwork for your risk management strategy.Why does this matter?Effective renewal forecasting allows you to anticipate risks early, enabling proactive management that can significantly impact your organization's bottom line. Improves Renewal Forecast Accuracy: Provides a clear picture of renewal likelihood by combining multiple data sources. Enhances Visibility and Collaboration: Ensures that all relevant teams are on the s

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smondretiGainsight Employee ⭐️

Enhance risk resolution through team collaborationRUN

IntroductionEffective risk management is essential for customer success and retention. By implementing cross-functional risk programs, organizations can improve risk resolution through proactive notifications and collaborative management across different teams. This article outlines how to establish a robust risk resolution framework that leverages the strengths of various departments, ensuring timely intervention and mitigation of potential risks.Why Does This Matter?Quantify At-Risk Dollars Recovered: Establish processes to measure the financial impact of recovered at-risk accounts. Enhanced Risk Resolution: Enable teams to be notified and actively manage risks, leading to faster resolution and improved customer satisfaction.How to get startedAutomate and Manual CTAs: Trigger automated and/or manual CTAs to identify common at-risk situations. Assign ownership of CTAs based on risk reasons. For example, product risks can be assigned to a product manager, and support risks to a suppor

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smondretiGainsight Employee ⭐️

How to use health score to reduce riskRUN

IntroductionEffectively managing customer health scores is crucial for identifying risks, improving customer relationships, and driving targeted interventions. This is a comprehensive guide on leveraging health scores to reduce risk and enhance customer success.Why does this matter?Utilizing customer health scores provides several key benefits:Improved Risk Identification: Quickly pinpoint at-risk customers and address potential issues before they escalate. Enhanced Customer Insights: Gain a deeper understanding of customer behaviors and needs, driving more personalized interactions. Proactive Risk Management: Implement strategies to mitigate risks based on real-time data and insights. Streamlined Operations: Utilize automated and data-driven approaches to manage customer health efficiently.Hot to get startedTo effectively leverage customer health scores for risk reduction, follow these consolidated steps:Data Import and Assessment Data Import: Import relevant data into Gainsight and i

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smondretiGainsight Employee ⭐️

Introduction: Understanding and Managing Post-Churn Analysis and InsightsCRAWL

IntroductionChurn, though unwelcome, is an inevitable reality, especially in the B2B SaaS world. Instead of viewing churn merely as a loss, consider it an opportunity to delve deep into understanding customer behavior and transforming these insights into valuable lessons for improving your business. This guide will outline a proactive approach to handle and understand churn, ensuring every lost customer becomes a stepping stone toward better retention and customer satisfaction.Step 1: Conduct Post Off-boarding SurveysWhen a customer decides to leave, it's essential to understand the reasons behind their decision. Gathering this feedback efficiently from departing customers is key. Our article on "Conduct Post Off-boarding Surveys to Understand Reasons for Customer Loss" will guide you through the process of implementing a post-churn feedback process, which includes automating survey distribution and collecting actionable insights.Key Activities: Implement a post-churn feedback survey

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smondretiGainsight Employee ⭐️

Introduction Understanding why customers leave is crucial for long-term success in SaaS. Churn analysis provides insights into customer behavior and allows you to proactively address issues, improve retention, and stay ahead of the competition. Let's delve into how you can analyze customer churn to uncover actionable trends.Why does this matter?Customer churn can be categorized as either controllable or uncontrollable, making it important to qualify and report on churn events. By conducting thorough churn analysis, you can:Uncover patterns and trends Identify areas for improvement Develop targeted strategies to mitigate churn and improve retentionHow to get startedDevelop a Comprehensive Survey: Start by designing a survey that collects detailed reasons for churn and gauges the likelihood of re-engagement. Collaborate with Customer Success Managers (CSMs) or Primary Account Owners to ensure the survey captures relevant insights. Define Reason Codes: Establish both Primary Churn Reason

Do post-churn root cause analysisWALK

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smondretiGainsight Employee ⭐️

Set up automated risk alerts and proactive notificationsRUN

IntroductionYou have identified your common risk types and built playbooks around them. Now it's time to enhance your risk management strategy by automatically triggering risk alerts and notifications, leveraging data from various sources such as CRM, Scorecard, and Timeline. Additionally, proactive campaigns and stakeholder alerts can help you stay ahead of potential issues, ensuring timely interventions and improved customer satisfaction.Why does this matter?Implementing automated risk alerts and proactive notifications yields several significant benefits:Unified View of Risks: Gain a comprehensive view of risks across all levels and departments, facilitating better collaboration and decision-making. Cross-functional Collaboration: With a common understanding of risks, cross-functional teams can collaborate more effectively to address issues and mitigate potential threats. Swift Risk Treatment: By automating the risk escalation process, you can ensure that risks are promptly identifi

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smondretiGainsight Employee ⭐️

Implementing a strategic red accounts process for key accountsCRAWL

IntroductionRed accounts represent high-value, strategic clients crucial for revenue generation and long-term partnerships. Unlike routine customer escalations, effectively managing red accounts requires a structured approach that goes beyond transactional resolutions. This article explores the significance of implementing a robust red account management process to proactively address challenges, ensure renewals, preserve customer relationships, and foster business growth.Why does this matter?A well-defined red accounts process offers several key benefits:Improved Stakeholder Awareness: Key stakeholders are promptly notified of risks associated with large customers, enabling proactive intervention. Standardized Communication: Establishing a standardized process ensures that stakeholders receive regular updates on progress and next steps, facilitating alignment and decision-making. Enhanced Collaboration: By providing clear direction and updates on at-risk accounts, teams can collaborat

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smondretiGainsight Employee ⭐️

Ensuring renewal success: validate stakeholdersWALK

IntroductionThe renewal experience is critical for maintaining customer satisfaction and driving business growth. Ensuring that your team engages with the right stakeholders during the renewal process is essential for smooth and successful renewals. By setting up a system to validate and confirm key stakeholders, you can facilitate more personalized conversations, build stronger connections, and increase your chances of renewal success.Why does this matter?Validating renewal stakeholders brings several benefits:Targeted and Personalized Outreach: Engaging the correct stakeholders ensures that your outreach is relevant and effective, addressing individual concerns and building solid relationships. Proactive Stakeholder Management: Keeping stakeholder information up-to-date allows your team to adapt their approach and engage with the right individuals, reducing the risk of miscommunication or missed opportunities. Enhanced Collaboration and Alignment: Clear identification of stakeholders

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smondretiGainsight Employee ⭐️

How to manage risk across your portfolio with consistent processesWALK

IntroductionAdopting a customer portfolio approach to risk management is essential for fostering customer growth and retention. By assessing risks at a portfolio level, you can systematically segment and prioritize risks, fortify partnerships, and drive revenue growth while mitigating churn. Establishing consistent processes and prioritizing at-risk renewals are crucial steps in effectively managing risks across your customer base.Why does this matter?Effective risk management yields several significant benefits:Increased Visibility: By consistently tracking the status of at-risk accounts, CSMs can decrease the likelihood of surprise churn and intervene sooner to save renewals. Enhanced Stakeholder Engagement: Engaging with managers, executives, and key partners throughout the customer lifecycle ensures critical stakeholder involvement and support. Improved Cross-Functional Collaboration: Knowing when to engage key partners outside the CS organization, such as product leaders, fosters

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smondretiGainsight Employee ⭐️

Introduction: Our guide to reducing churn with risk managementCRAWL

IntroductionIn any business environment, identifying and mitigating risks while maintaining customer satisfaction is crucial. This guide provides a comprehensive, step-by-step process to effectively reduce risks and customer churn, allowing you to concentrate on growing your business.Step 1: Establish Basic Risk Tracking with Playbooks Identify Common Risk Types: Define the most common types of risks your organization faces. Develop Playbooks: Create specific playbooks to address each identified risk type. Implement Risk CTAs: Ensure that identified risks are promptly addressed and monitored. Step 2: Leverage Health Scores to Identify Risks Set Up Health Scores: Configure health score measures for different customer segments. Import Relevant Data: Identify key data points crucial for evaluating customer health. Design Dashboards: Create tailored dashboards for different user roles. Step 3: Enhance Risk Resolution through Team Collaboration Automate and Assign CTAs: Trigger CTAs

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smondretiGainsight Employee ⭐️

IntroductionManaging risk is crucial for long-term success in SaaS. Whether it's mitigating adoption challenges, addressing product issues, or navigating company-wide changes, a proactive approach to risk tracking can make all the difference. In this guide, we'll start with the fundamentals of setting up risk-tracking playbooks. Why does this matter?A robust risk-tracking strategy can yield significant benefits:Faster Mitigation: With predefined playbooks for common risks, you can identify issues earlier and more efficiently, which will provide opportunities to take action sooner. Scalable Processes: Implementing repeatable processes will ensure consistency across your Customer Success team, helping you to scale effectively. Continuous Improvement: Adjusting playbooks over time based on real-world experiences will enable continuous improvement and adaptation to evolving risk factors.How to get startedHere's a step-by-step approach to building and implementing a risk-tracking strategy:I

Establish basic risk tracking with playbooksCRAWL

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posted in Archived content

Alistair FIeldHelper ⭐️⭐️⭐️

Adjust Number of Quick Links in the row

When deploying the Quicklinks widget, the number of links per row is three by default.Default number of three Quicklinks per row While the number of links per row cannot be changed in the widget, you can adjust it with Custom CSS. Add the CSS code shown below. The number of links will be 12 divided by XX (insert how many you wish):/* change amount of quick links in a row12 divided by number below is amount of links */.quicklink__box { grid-column: auto / span XX!important;}It will look like this: To save click Publish. Here are a couple of examples;XX = 2 XX = 3 XX = 4

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8 months ago

DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

How to do rows of 4 quick links like InSpired?

The new InSpired home page, community overview page, and knowledge base overview page all use what appears to be rows of 4 quick links. When I configure the quicklink widget on my home page, adding a fourth quick link reconfigures the layout to be 2x2, rather than 1x4How is InSpired doing this? Or how can I achieve the same result?This article says this in relation to quick links and featured content, but doesn’t reveal how it’s setupOn inSpired, we also showcase a few categories that we want to highlight a little bit more:

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1 year ago

lokeshraovnHelper ⭐️

JO and Survey analytics in Dashboards

We have surveys being sent via JO - we have the analytics of Survey and JO in respective modules but can we use them in dashboards for our executive view. How can we achieve this. If not We should have the option this to Import this to Existing Report builder so that we can use the reports in dashboards.?

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1 year ago

GameChangerAdminGainsight Employee ⭐️

Welcome to the Gainsight GameChanger Community!For a quick tour of the site, Gainsight is a community of real people who are passionate about customer success. Our Community strives to be a place where members will:- Discuss product questions, best practices, solutions and workarounds- Share product feedback and have your ideas acknowledged and implemented regularly- Connect with peers through discussion, build rapport on the Community, and during events- Feel appreciated for their contributions, help others and “pay it forward”We invite you to participate, but we do have a few guidelines for using Community.Community Profiles:When creating your account, be sure to use your real name and your work email address. You can add a personal email address as a secondary option, but a work email helps us to identify which company you work with. Including a secondary email address will help you maintain access to your profile if you change companies later.We encourage you to include a photo and

Community Guidelines

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1 year ago

arminfpopGainsight Employee ⭐️⭐️

During your journey with CC there will be times that you need to reach out for assistance. This article explains who to contact for the various items that may come up. 📚 Onboarding ManagerWhether you complete a self-service onboarding or work with someone through guided onboarding, you will have someone from the Onboarding Team available to connect with you. Your sales person will introduce you to your Onboarding Manager. Your Onboarding Manager will be your main point of contact at CC during the first steps of your journey. You can either send them an email or tag them in a card in your Asana Board. Your Onboarding Manager can help you with following topics (outside the regularly scheduled onboarding sessions - applicable if you are completing guided onboarding): Onboarding-related process questions. Questions about features and functionality of the CC platform. Best practices before, during, and after launch of your community. Connect you with additional resources from CC, l

Who to contact in case you need assistanceF.A.Q.

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2 years ago

JulianGainsight Employee ⭐️⭐️

Everything you need to know about ideation on the inSpired CommunityFAQ

We are committed and excited to partner with our community to develop a better product. This category is the best place for you to share your ideas and discuss them with other community members and inSided staff. We review all ideas to see if there is a demand or to further investigate them. We will also engage with everyone about their ideas to understand your use cases and needs to help us decide whether we want to pursue an idea. Before you submit an idea What is the process we use to evaluate ideas? Quarterly Ideation Review What happens when we pick up something (status: under construction)? What happens when we park something (status: parked)? How many ideas are actually being implemented? Your opinion Before you submit an ideaSearch (please)We hope you have checked if someone already submitted an idea like yours. 🙂 We sometimes see duplicates here - better to spend your time searching instead of writing out an idea that already exists. :)Describe your idea with as much detail a

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darkknightExpert ⭐️

Problem with Copilot and Data Spaces

I was trying to create a CoPilot power list using Data Spaces, but but it gives me an error "No account reference found in 'OPS: Tasks and Actions'.Create a account lookup to Salesforce Account object to proceed." I opened a support ticket and was told "This is already a known issue. Our Product team has prioritized this issue and plan to make the fix available in the December Patch release."

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posted in Archived content

DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️

Anyone else getting an error when submitting an idea on InSpired?

For the past week or so, each time I create a new idea, the next screen is the “Whoops! Looks like that page doesn’t exist” error.When I refresh, the URL brings me to the created idea, so it seems to be a slight lag in the platform recognizing the newly created topic. Please comment if you’re seeing this as well, so that insided might know how prevalent the issue is. As best I can tell, I have not heard of this happening in our community, but I haven’t submitted a new idea in a few days.

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marissa_barczaContributor ⭐️⭐️

CSM visibility to JO Templates

Our CSMs do not have access to JO and all components of outreaches (powerlists, templates, scheduling, etc.) are created by admins. Though we've provided reporting in the C360 view, our CSMs would like to be able to see the specific templates sent. Is this possible without giving them admin access?

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kate_greenHelper ⭐️⭐️