Community News

hey @lila_meyer! just wanted to flag this profile in case it hadn't been raised: https://community.gainsight.com/users/casuallove

Hi, Does anyone have a link to the recording of the webinar? Thanks, Lucian

I just wanted to share this with the community, especially those based in the Netherlands. Hope that's ok. Together with the Radboud University (Nijmegen, The Netherlands), we (Bind Community Building) have set up a course on communities. The course covers everything from the scientific theory to practical implementation. Topics such as informal leadership, the psychology of participants and organisational aspects of communities will be discussed. In this course, a community is defined as a collection of participants or organisations that contribute to a collective goal on the basis of common values or identity. As the environment of organisations is fundamentally changing, the boundaries of organisations are blurring, knowledge sharing is becoming easier through technology and organisations and people are looking for connections. This calls for a new way of working together. ‘Community’ is becoming more and more important. This raises the question of what a community really is a

I am currently looking for candidates for our open position, Business Systems Analyst - Post Sales to join my Business Systems Team. This is a great opportunity to be a part of a successful, rapidly growing company with an awesome company culture! This role will manage many of the systems our teams use to manage our customers. You will work with our Post Sales Leaders and Operation Teams for Customer Success, Professional Services and Support. Specicalty we need someone who is a Gainsight and Salesforce Admin who have a baseline understanding of a Customer Success organization. Excperience with Gainsight's new paltform NXT a huge plus! Please apply if interested or send to someone who you think would be a good fit. Business Systems Analyst - Post Sales

We want your help in coming up with individual moderator objectives and KPIs, to support our team objectives around traffic/activation, value and ROI. It's actually tricky to ID 'effective and successful moderation': If one regular user becomes a super user, who knows which mod did all the grafting. If 1000s of post fields have been added, there's no indication which mod added them. Peer to peer might be due to a diligent mod's PMs, whereas another mod leaving comments leaves a bigger footprint and appears more active Effective content creation, views and comments etc is something we're thinking about. How many 'Likes' is also a good indicator of helpfulness. Any tips would be welcome!

I have been involved a large part of my career in promoting the best use of virtual communities. I would like to praise Gainsight and this community's members on what you are doing here: this community is vibrant and resourceful. I recall at Pulse 2017, the product managers confirming they are actively involved in the community. That's the cornerstone of its success. You've answered questions on how to do things that are not so obvious. You inspired your product map from the ideas from this blog. Support has been exposing enhancements they come across in this community for buy-in. You started to publish periodic lists of your plans with these suggestions and more recently, you are closing the loop as the functionalities get delivered. We feel a sense of progression. The drumbeat of this community: community participants helping each other. I am starting to see practices being discussed, much beyond the how or the features talk. I am sure many of the regular contributo

Good read - Online Community ROI: How to prove it The underlying premise of the webinar was that an online community that integrates with your back-office CRM database, capturing online activity in your database of record, allows your organization to directly tie online engagement to ROI. When you can correlate activity in your community to favorable business outcomes like retention, product purchases, event attendance, and etc., it becomes far easier to prove the ROI of your community efforts. This takes you beyond the intermediate step of Return on Engagement and gets you straight to dollars and cents ROI. What I like in particular is - online community that integrates with your back-office CRM database, capturing online activity in your database of record, allows your organization to directly tie online engagement to ROI. I feel that insight is very valuable and I'm not just talking about escalating tickets in a CRM but rather gaining more intelligence on the membership - largest

Hi! I am trying to get budget approved to attend Pulse this year. However, my boss asked me to write up a quick summary of why it would be beneficial for me to attend Pulse this year. I've been a GS admin for about a year and half now and outside of networking, I'm not sure what the selling points are for me. From the sounds of it, it's more about CS strategy and is focused on the customer success experience and not as much about the technical admin specifics. Any help on this would be great, as I would love to attend this year! Thanks again!

Sometimes mistakes can be "beautiful" and sometimes you just need to have fun for a few minutes while swimming in data and user requests! What cool/colorful "art" can you create from Gainsight widgets/reports? This was my first "Happy Accident" 🙂 (Please be mindful of not sharing any significant data and ENJOY!)

Hi all, I've certainly developed a passion for online communities, since we launched our OVO forum back in 2017. As a moderator, I'm asking anyone at Insided, and all of the lovely community managers that use this platform for advice. Plus it's a good talking point! What 5 actions should someone take, or 5 skills that someone needs to learn, that would put them in a great place to pursue a career working with online communities?

Hey everyone, I'm happy to announce that we'll be launching our Insided community this week. Lots of little things to take care of but the team and I are really excited. A lot of hard work has gone into this on the Insided side and ours. Be sure to send us some 'good vibes' this week. I'll circle back here and share our new community with you when we're up and running. Cheers

There's still time to nominate yourself or someone else you'd like to see speak at the Pulse conference in San Francisco, CA, in May, 2019!   We've extended the deadline until Dec. 21, to give you a chance to be heard!   Click here for more details and to nominate someone!

Kudos to Danielle Juson - content writer on the InSided blog. I am really enjoying that material and sharing with my team. Please pass this along to her. Some of her recent posts: Enrich Your Help Center With User-Generated Content Does Your Knowledge Base Really Answer Your Customers' Questions? How to Grow Your Online Community at Lightning Speed Enjoy!

We have just signed up with Gainsight and I am the designated admin. We have also only recently implemented Salesforce (only Opportunities) for our Sales team, however our Salesforce admin has left. I'm considering stepping into the breach and taking on Salesforce admin as well. I have no experience of Salesforce. Would it be too much to take on admin for both? What kind of time does it take to get a decent grasp of Salesforce (and what are the best training resources to do so). Really appreciate any feedback. Thank you!

Congrats on the new Community from table #9

Welcome to the Gainsight Customer Success Community! 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 your position titl

Thought I would share this interesting post on "Down Voting" Data Mining Reveals How The “Down-Vote” Leads To A Vicious Circle Of Negative Feedback I think they have the right idea and I tend to agree with their research. Here is the link to the research paper

Not sure if this is the place to surface this, but in within the past week or so, I've started to get email notifications from random Get Satisfaction communities for places that I follow here in the Gainsight community.  e.g. I got an email today about a post in Appery.io's community because it was posted in [i]Product News & Updates and I follow Product News & Updates in this community. What's weird to me is that I've never been to Appery.io's community and somehow I have a profile there with my contact info. Is this something that's to be expected? I had originally thought that I was getting random phishing emails that looked a lot like Gainsight community emails, but after looking at one a bit more, I realized that these were just emails from a different community.

Came across this post and thought I would share: It shows you how engaged different portions of your user base are. What are your thoughts on this? is it useful? Segment Your User Base: Depth of Engagement The Power User Curve: The best way to understand your most engaged users Thanks

Hi all, You've probably heard of the Community Roundtable, that publishes a yearly report on the State of Community Management. This provides valuable insights to many community managers worldwide. It would be great if you can also fill in their survey, so they get more data and this way we can also involve inSided in the results 😉 http://www.surveygizmo.com/s3/4145523/State-of-Community-Management-2018 The report will be released in May, we'll make sure to add a link to it on inSpired Community. Thanks for your participation! Denise

Hello everyone! ☺️ Today, our community celebrates its first anniversary! 🍾🍻🥂 Time flies and I can´t believe that this post made by my colleague Hugo already has one year! Our aim is still the same: “to empower clients, and bring us closer to them, by being the more relevant, rich, fast and simple online help channel to solve questions and share experiences”. Let me present to you our latest number, that makes our team very proud of: What else can we say? Now, more than 50% of our traffic is coming from mobile devices; Our moderation team have edited more than 1 500 titles; There are more than 11 500 tags; On October and November we estimate around 60k call deflected. What have we done to celebrate this special date? We have sent personalized private messages to our most active users; Also, sent SMS to all internal Customer Care staff; Published an article on our Intranet; Started a small Ad Words campaign; We will launch an exclusive contest to award 5

Hi everyone, A former colleague of mine recently shared an interesting article with me on the topic of machine learning & AI in a community & support context. I’d like to share it here, too, and thus start engaging in an ongoing conversation where all of us have the opportunity to find & share relevant content worthwhile reading. So, without further a do, I’ll start with this: http://www.instrument.com/work/moderator What articles - or books - have you come across recently that were relevant to your job? Are you subscribed to any blogs, newsletters, podcasts (you name the format) to keep up to speed on what’s happening in the professional Community & Customer Support world? Cheers Mathis

Does the Gainsight Community software support the tagging or mentioning of another user? I find myself occasionally wanting to reply to a specific item in a thread or call out a specific user, but cannot see if / how the Community supports tagging a user (for example, @Matthew Lind, if I somehow wanted to get my own attention).