Customer Success (CS)

Hey Guys!I have data designer fetch in this below format (Account Name, Overall Score). I want to assign them Rank using the formula. Higher the Percentage Higher the rank.How do I calculate Rank in the data Designer.I have 2000K  Accounts and all have a unique score. I want the rank to not repeat for any account.This is same to the school classroom score and then ranking the students

Im trying to create an Incoming / Closed trend report which is using two date fields (Date Created and Date Closed). Is there a way to have this report created in Gainsight? Right now we have this as two separate graph widgets.  

I’m trying to build a dashboard that calculates what % of our delivered emails were marked as SPAM. This is critical for ensuring the deliverability of our emails and success of our programs. I noticed that the values for the AO Email - Spam field are Yes and No. Typically in reporting tools Yes = 1 and No = 0, so you can do a formula field that counts the number of records marked as “Yes”. In Gainsight reports, Yes and No do not seem to correspond to number values. The workaround would be to write a formula using either ‘CASE WHEN’ or ‘IF’ statements. However, Gainsight does not support that either. For example: CASE WHEN SPAM = Yes THEN 1 ELSE 0 IF(CASE = Yes, 1, 0)

For those of you dialed in on email engagement numbers, how are you dealing with false positives and/or inflated click numbers?We’re trying to think through the best way to get an accurate count of link clicks, and are noticing a massive number of the link clicks have an Event Date timestamp immediately after an email is sent. For instance, the link from an email sent at 2:30 pm looks like the following screenshot.We’re wondering if there’s a good way of writing a script (we use Domo for analytics) to ignore any clicks with an event date within 1 or 2 minutes after an email is sent. It’s possible, but not particularly likely, that someone would click through immediately after an email was sent.Some of our emails (newsletters, for instance) have highly inflated click numbers for roughly 10 links, and the rest seem to be more accurate. Our thoughts there are that the email security checkers only “autoclick” 10 or so links in an email, but it still

Hello everyone🤗😊I hope you are all doing well. I am reaching out to you for ideas and suggestions for using the company to drive customer engagement. Our company recently carried out Gainsight; and while we are excited about its potential, we want to make sure we are making the most of the platform. If you have any tips or strategies for maximising customer engagement; please share them with me. What is the best way to monitor and improve client engagement using health scores? What measurements do you use; and how do you make sure they accurately represent the client experience? What are the most effective techniques for developing and using customer success methods in the company? Please share any templates and frameworks that you have found particularly useful. Could you provide examples of effective engagement models that you have used? More precisely, how do you modify your engagement strategies for various clientele groups?

Hey Everyone!A huge thank you to all who joined us for our recent webinar on elevating your customer success strategy with Gainsight insights! Your presence and engagement made it an incredible session. For those who couldn’t make it, we’ve got you covered. Below is a link to the full webinar recording, and we’ve distilled the key insights just for you.Watch the recording here! Key Insights: Net Retention Rates: Median Net Retention: 106%. Higher retention (110%+) seen in companies with ARR over $250 million. Net Promoter Score (NPS): Median NPS: 35. Larger customers tend to have higher NPS. Importance of establishing a baseline and striving for continuous improvement. ROI of Customer Success Teams:

This is a great reference dashboard! One idea to enhance it is to be able to add/remove columns from the dashboard to really customize the metrics that are important to us. Currently, it shows delivery rate, open rate, click to open rate, bounced rate, and unsubscribe rate. It's not clear if the numbers are total or unique, I like to report on both. Delivery rate is sort of the opposite of Bounced rate so displaying both columns is somewhat redundant. I would like to include Click Rate in addition to Click to Open Rate because those metrics tell two different methods of engagement. Would love if there was a bit of customization to this dashboard.

CS = CX + COIn the B2B world, it's not enough for customers to be happy; they need to achieve their goals too. Customer Success (CS) has evolved to encompass both Customer Experience (CX) and Customer Outcomes (CO). Success Plans are the perfect tool for ensuring customers reach their desired outcomes.This powerful feature in Gainsight allows Customer Success Managers (CSMs) and end users to capture customer objectives, track progress, and ensure desired outcomes. The recent Gainsight CS webinar titled "Optimize ROI with Gainsight: Success Plans" @SharonSalve  and I provide valuable insights on this feature usage. Here's a detailed overview of the key topics covered in the webinar. The Three Stages of Success Planning1. Business Objectives   Post-sales teams, including account managers and CSMs, are in a prime position to interact with customers freque

Hi Community!Any suggestions on how to create help text for custom fields on a Success Plan?Things I’ve tried:Doesn’t look like I can create a non-editable, static rich text field with a default value.  Field name limited to 45 chars Description text for a field not shown anywhere, except when editing the custom field Calc field (string or rich text field) has some strange behavior, but might work … it only displays about 50 chars of text, but then has bubble popup that shows much longer text.  Note:  this bubble popup is what I’m looking for if I can’t get a field with full text displayed. Field name has a bubble popup, but only shows field name and not descriptionI can’t be the first person wanting this capability, so I’m either missing something or need some creative solutions to resolve … Thanks!Mark

I want to create a report to show all customers who have yet to have a CTA created for them. When I go to report I can only pull data on those who have had closed or assigned CTAs. It doesn’t show me the accounts without any closed or created CTAs. The goal is to have this available to all CSMs on my team so they know which clients need a CTA created. In turn once the manual CTA is created, we have a rule in place to auto schedule new Lifecycle CTAs every 90 days.  Any thoughts on how to do this? I am new to Gainsight and may be overlooking something.  Thanks!

Testing out the Gainsight App for Zoom Integration - we manage customers on the R360 in all cases.  On the App in Zoom - I see Timeline, Scorecard, and Relationship Person.  Is there a way to surface summary\attributes or other R360 tabs? In the help examples, I saw at least Attributes - but those were at the C360 Level.Thanks!​​

Hi teams, often times I get a request to provide a list of all active CTA for a specific group/teams but there are several teams with a variety of CTA’s. What is a best practice or report to get this information? I also get this request for playbooks, is there a report I can run to show all playbooks available? 

Hi Teams, I’m looking for recommendations on how I can create a group for my micro team to round robin CSQL’s. Our micro accounts don’t have an assigned individual account owner but a group instead, so when action needs to be taken on a micro account it gets assigned to the account owner group “Micro teams” and then the task automatically gets round robined in Salesforce and sent to a micro csm team member who is next on that list. Can this grouping be available to be selected/added in the lead owner field ?

Do browser refreshes (typically IT security managed browser refresh actions) count as logins? If so, does that affect HAU metrics? 

In the old C360, I used a string field from the Company object that contains a unique url to to our product for the particular company the CSM was viewing in C360. The unique url contains html code (see below example) at the beginning and end that caused it to display as a hyperlink with a simple and clean label ‘Login’. It worked perfectly. The CSM would simply click ‘Login’ and a new webpage would open and take them directly to the product login page for that particular company.<a href=”unique url example.com” target="_blank" >Login</a> It appears that string fields with url’s are no longer allowed in the new C360 so I had to create a new URL data type field in order to display the login url as an attribute. It’s a very long url so It’s not pretty to display it. I’m curious if there is a way to create a custom label for url’s so I can display ‘Login’ again like I had it before?

Hi team,We’re asking our users to do a contact cleanup effort in the next few weeks and to do that, quite a few users mentioned that ideally they would have a place (ie: a tabular report in a dashboard) where they could see all contacts from all company records assigned to them and be able to edit them without having to go to the C360.If I remember correctly, inline editing in reports now exists but it’s limited to low volume custom objects and cases, right?Is there an alternative I’m missing? or is the only way having them going to each account’s C360 individually? Thank you! 

Anyone else have the chat option missing on the Support page? Have a question that needs answering asap but no option to chat.

I have a slide that is black in background and has white fonts. In snapshot builder, it appears all white / blank. Slide appears correctly when downloaded. I was advised this issue is with the library and is for future enhancement.Anybody else experiencing this issue?

Join us for an insightful webinar on "Success Plan and Success Snapshots", two powerful features of Gainsight CS designed to help you plan your ROI strategies and track success over time. Date and Time: Tuesday 23rd July at 11AM BSTRegister Here Webinar Highlights:Best Practices: Discover proven strategies for maximising the value of Success Plans and Success Snapshots. Live Demo:

Relationships are a BIG part of the Gainsight platform. I understand that it’s a great way to segment different products/relationships/business units etc. and have an individual page to display information for the relationship. Outside of having a unique page for the relationship, what features and functionality are only available by using relationships? For example (and this may not be true but just the type of information I’m looking for) - Activity Types can be made available for specific relationship types. This allows you to control what types of activities can be logged against different relationships. 

I can mention other users on a Timeline but unable to do the same from a CTA comments section. Do we have this functionality available or am I missing something?

Is there a way for CSMs to add columns to reports on a dashboard that only appear in their view?

Hi all,in our pre-sales process we often need to deliver a PoC to the customer. Currently, we send out a word doc to the customer to fill some info.Our goal is to transition to using Gainsight for this process, and we are exploring its feasibility. The best approach is likely to send out a survey, as it closely resembles the current Word document format. However, customers may have multiple use cases, so I need the capability to send multiple surveys for them to complete. Each survey must be stored separately as individual use cases under the same account.I’m wondering if anyone had had a similar use case and can come up with some workarounds. Thank you!

Hi all,As many of you, we operate globally, and our customers speak various languages. When sharing Success Plans with customers, what is the best practice regarding language? Internally, we operate and report in English, but to be as helpful as possible to our customers, we should communicate with them in their local language. Thank you!

Hi fellow Gainsta’s,I’m looking to connect with someone who LOVES and USES the GS Zoom App. It isn’t behaving in a way i would expect that matches the documentation, specifically around recognizing attendees automatically or allowing us to interact in any meaningful way with the contact tab. I’ve done some troubleshooting with the GS crew and my IT crew and still struggling. I’m now wondering if this is just how it works :P. Before I roll it out to our CSM I just wanted to do another check in with folks who are actively using it.