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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 r

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.

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 Surveys

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 Identif

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

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 ass

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 ensur

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

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

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 Pro

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: 

I’m interested in learning about the different ways teams are set up to support Gainsight, as I need to put together a maturity model for my team of how they’re going to evolve. I’d like to understand how other Gainsight customers are taking requirements, building content, working with Admins and what admin-type work non-admins do within your organization. This will help me think through options I may not be considering as I grow my team. would anyone be open to a quick chat with me? Thanks!!  

Having a translation option in the text fields would greatly benefit our company's global customers, enhancing adaptability.

Hello, I was recently creating a new Horizon Rule and finding some trouble in troubleshooting the rule because the execution records that I downloaded had comments in full HTML. It would be easier for me to review the rule results from a test run if the Comments section was in plain text. Best,Ben Wanless

Enable the Bot speech bubble to be configured to show only once - or better still make it’s appearance definable through Audience logic.

We have a user who is trying to update the CTA Status from Cockpit and get’s a pop whenever the CTA is updated.Now the user wants us to shorten the amount of time it appears or don’t stack them on top because then they can’t continue to work on updating CTA status. https://share.getcloudapp.com/4guK7m9m   

As an Admin, I need to concatenate a URL field with a web address, an ID field, and the additional character /view so I can surface a usable SF URL to end users on the c/r360 so they can easily navigate to the Relationship page in Salesforce.  Current status: In Data Management, when creating a calculated URL field, I can only add the web address and the ID, but there is no place for and additional string to be added.Work around: We have a rule populate the field

Often when CSMs are using Gainsight Assist in Outlook, they are emailing back and forth with a customer within one email thread. The thread in Outlook ties the conversation together well for quick reference for a CSM. Currently, when emails in one thread in Outlook are created as Timeline Entries in Gainsight, they are created as individual entires. The entries aren’t tied together in a thread within Timeline which adds a lot extra time for CSMs to keep one conversation all connected in Timeline. It’s not a fluid experience and impacts efficiency. How can we improve the experience of having threaded emails tie to one Timeline Entry in order to improve CSM efficiency and improve visibility of a whole conversation ?Many thanks!

Would you consider creating a “Delay Send” button for a CTA Activity? The purpose would be to Log the Activity on a future date. We keep track of Engagement Type activities and our CSMs are held to the criteria set.   

Idea: would it be possible to add additional link style options in the new email template builder?Some ideas include:text decoration (ex: style = none) so we could remove the underline that appears by default target (ex: target_blank)Another thing that would be very useful would be able to put a # in a link so we could remove the “download” option from certain images. Sometimes we don’t want to link an image anywhere, and the link tool doesn’t allow a null link. 

Now when you have multi-product community I found that when new idea is raised I would like to see the related product, for example in Recently active feed. With that I dont have to open and read the idea what is not related the product(s) we are using. I am sorry to say but I am not interested all the products what you have 😃 Please look screenshot, I wish the related product can be seen there as well. 

In Gong, we can see that the actual attendees are listed. In Gainsight’s equivalent Timeline Activity, we see all invited attendees, regardless of whether or not they attended. This will prove to make any sort of automation around EB or Champion Engagement inaccurate and troublesome. Is this being worked on?

Instead of needing to create another CTA or reporting for Sponsor Tracking it would be great if users could turn notifications on or off in the “Event subscriptions” section of “my settings”. This would allow people to get notifications how they want instead of adding another CTA, when typically these are truly just notifications to the CSM. 

Hi Team,   I have a feature request from users - “In Adoption explorer for “Analytics with Gainsight Milestone” we allow only Date as a dimension but users are looking to add other dimensions for generating the charts. As of now we don’t allow this but can we consider this as an enhancement and provide the opportunity where users can add the required dimensions too.”   Thanks, Prathap