Customer Insights and Best Practices

Summary: This article explores the nuances of my role as a Gainsight Journey Orchestrator (JO) administrator, distinguishing it from a broader Gainsight CS Ops admin position and highlighting the skills, challenges, and future evolution of this critical function. Missed the first article in this series? View it here. 1. My Role vs. a "Whole Gainsight" CS Ops AdminMy role is more focused than that of a general Gainsight CS Ops admin. While a CS Ops admin handles a wide range of tasks, including data design, reporting, and surveys, I primarily conc

Greetings fellow Gainsight PX Admins.I was asked to create a visual tool that would allow us to view the Engagements.We typically have nearly 100 Engagements running at any given time.We wanted to be able to view which Engagements are currently running and others that are scheduled to run within the next 12 months.I used a Google Sheet to create the “Gainsight PX Engagement Tracker”.I’m sharing it here for anyone else that might have a similar need.Here is the link to the “Gainsight PX Engagement Tracker” Google Sheet:https://bit.ly/3Xm6FrFHere is the link to the YouTube video that demos th

Hello Gainsight Community! I wanted to share some thoughts on the value of ROI as we work with our clients on a daily basis.  I would love to hear your thoughts or experiences around this topic.  Please see the article I published below: ROI, the big 3 letter acronym we love to use in the business world.  Return on Investment is the underlying theme when it comes to providing a product or service.  Before a concept can become a reality the question of ROI is addressed.  What is in it for the customer?  How will the customer realize enough value to buy and stay with your product?  How will ROI be measured and shared with customers?  These are all important questions when it comes to gaining new customers and retaining current customers. As a Customer Success Manager, you have many responsibilities and tasks to complete each day.  There are executive business reviews to conduct, escalations to be resolved, documentation to update, cadence calls to prepare for, and

Have you ever heard this from the business?Can you add the CSM Sentiment score to the My Portfolio widget on GS Home? Can you add the Product Usage score to this renewal opportunities report? Can you add the CSM Sentiment comments to the current quarter renewals report?Seeing scorecard data in non-scorecard object based reports is a very common request, but not a straight forward thing to build in Gainsight! I wanted to share how I accomplished this for us at Amplitude and how we’ve been able to incorporate scorecard throughout our Gainsight reporting as a result.Step 1: Create a custom low volume object to hold your score detailsI called mine “Current Score by Measure” It includes fields for Score (# data type), Label (String), Comments (String), and Last Modified (Date) of all the scorecard measures we have There’s also a Company GSID field to hold the account ID of th

@keith_mattes suggested publicizing this, so here goes:I’m building out a new dynamic JO program with three different variants after the evaluate step… one to send a “logic failure notification” in the “else if” branch. Because… ain’t nobody got time for dropped participants. Even on internal-only programs.Also because of the new case expression issue with no custom mapping (string to email) available. The evaluate step is essentially:no null account reps, send and CC account team at least one null rep, send to our team to forward logic fails, send to our team to forwardCurious if anyone else has ways they deal with dropped participants (without manually checking). 

If you use CTAs for managing and reporting on risk, you might get requests like this from the business:Can you add the open risks to [XYZ] report?How can I see a summary of the open risks on the account from the [company level] report? How do you report on risks using objects not sourced from Call to Action?Here’s how we accomplished this using a multi-select field! Step 0: Add your new multi-select field to Company objectOurs is called “Open Risks” Step 1: Create a custom object that will be your “flattened object”I titled mine “Flattened Object for Open Risks.” The purpose of this object is hold one record per company with each “open risk” being its own colum

​Hey all,Across a customer base, it’s quite common to not have a designated customer success advisor for each and every single account.It’s equally common to need to engage with your entire customer base at once through digital CS and lately I’ve seen various posts relating to challenges in Dynamic JO when it comes to generating fallback senders for several reasons:We no longer need to map our source fields to a “sender email” field in Dynamic JO, We can’t generate case statement fields as an email data type, A program can only have one calculated source (query, data designer) since we no longer need to map fields  The good news is that the changes brought about by Dynamic JO in that re

For my Gainsight CS Admin friends, I’ve compiled a list of frequently-visited pages within the CS platform. This helps me quickly navigate to any part of the instance via Chrome Bookmark. Each Gainsight instance has a unique URL, but the navigation within an instance is common. Thus, you can quickly build a set of Bookmarks for yourself for your own instance by taking the following steps.Copy and paste the below HTML into a Text Editor. Not Google Drive, not Chrome, not Apple Notes, but something akin to BBEdit. You've got to open the raw text so you can edit the HTML tags rather than have the HTML actually display. Run a "Find and Replace" on yourinstancenamehere and replace with...you guessed it...your instance name. EU tenants, include the .eu portion of the URL. Save the file as an HTML file. In Google Chrome, use Chrome menu > Import Bookmarks and Settings (That's the MacOS path; Windows folks...you're on your own). Navigate to y

Advanced JO hack (if you want to use a conditional wait step before a program action) for anyone who hasn’t experimented with it: Running a “no action” API call on the recipient’s email address is a (wonky) way to get that new dynamic JO evaluate step between when the audience is brought in and when the first email is sent. I’ve done some CSV testing (sent to myself), and the logic checks out. Hope this helps anyone who’s waiting for the new dynamic JO to get a bit more mature before adopting it! Some screenshots for illustration ⬇ JO configuration Overview of the program logic 

I wanted to share some tips on how I go about QAing or testing a Journey Orchestrator program, as it has taken me some time to standardize my processes and identify the “best” way for my org to test our new programs before launching.Design your program as you believe it needs to be designed. Create a Clone of the program and title it TEST - [name of program]. This is the program you will use for testing. *Shorten any conditional wait times, wait timers, and/or reminder times to allow for quicker testing Use CSV import to upload yourself as a participant Set your Uniqueness Criteria so that “Participant with same unique criteria can enter after...” SELECT ALL participant states. This will allow you to test multiple pathways as the same participant. Create a QA checklist so you can test scenarios as you go. Some common checklist items for me include “Sender is sent from Sender Email” … “Email template format looks good” … “Mappi

The Gainsight Community never fails to inspire and motivate me. After the ChatGPT fest at Pulse, and seeing Seth’s amazing “Hot Takes” I realized, I need to do some dang marketing with my CSMs. So I asked ChatGPT for a slack message about different functionality in a hot ones theme. Then I thought, well, I’m in Austin and it’s going to be Tuesday so.. Taco themed. It ended up being an email and I MAY have said “I need this a little shorter with more Taco Puns.” And this amazing email came to be! My CSMs LOVED it. And I’m seeing traffic from it! I decided on focusing on Cockpit so that I can reinforce “this is your home base”. What’s an easy thing to get them to buy into? If they adopt Cockpit, the other good stuff comes almost naturally. 

What books, podcasts, authors, topics, etc. you follow to supplement your Customer Success career?I’m interested especially in what tangential material or subjects you follow. Perhaps there’s a leadership expert who relates her expertise in a way that particularly helps you. Or there’s a YouTuber who really shares his goal setting habits well. It’s not directly Customer Success knowledge, but it’s applicable to our field.What do you follow or listen to or read, perhaps that’s not directly in the Customer Success swim lane, that you’ve found especially helpful or inspirational?

Those of us who love Journey Orchestrator also feel the painpoint of these emails not logging to Timeline. While there is some good reasoning to consider for why this is not an out-of-the-box feature, JO is an extremely flexible tool, and therefore the decision for whether emails from a program should display in timeline or not should be left up to the GS admin for that instance.Regardless, if you’re like me and need to show your CSMs automated emails but don’t want to do the heavy lifting of syncing to SFDC > back into Gainsight Timeline, a great workaround is to create a report and display it as a related list in the C360.Here’s how I did it:Used the AO Emails object In the “Show Me”, included the fields Created At (which is the Sent Date), Email Template Name, Full Name (Gs Participant Id → Full Name), Recipient Email Address (Gs Participant Id → Full Name), Email Opened, Bounce, Text BodyIf you wanted to go a st

Hello Gainsight enthusiast!For enterprises looking to drive efficient and scalable value realization, customer success technology isn’t merely a nice-to-have, but a fundamental organizational imperative. And, as the leading CS solution on the market, Gainsight is the most powerful platform to operationalize an effective CS strategy.In Valuize’s new eBook, we’ve compiled years of Gainsight expertise to create the most comprehensive guide to succeeding with Gainsight CS to help leaders maximize the impact and value of their Gainsight CS inve

Hi there,I recorded a podcast episode on Digital Success Plans and how we at Alteryx think about guiding our customers to be successful in data and analytics.Check out the link here where you can listen or find links to Spotify or wherever you get your podcasts:https://community.alteryx.com/t5/Alter-Everything/118-Prescribed-success-plans-with-Alteryx/ba-p/1014195Any feedback or questions are much appreciated!