Customer Success (CS)

Hi community! I have what feels like a very basic question, but I can’t seem to solve it.In one of our dashboards we have a very simple report that shows the total timeline activities and distinct customers of said activities per monthThis works perfectly fine. However, I was asked if we could have another that shows the ARR of said accounts, so, the SUM of the ARR from the distinct accounts.Is there a way to do this within the report builder? I’m guessing I would need to calculate this via rules engine and to a auxiliary table on the MDA.  Any thoughts?  

Hi all, Is there a “best practise” or guidance for how many CTA’s are created by account?Understanding there are lifecycle stages, customer segments and other factors to consider I am wondering if less can be more and or there is a “too many” number that can refocus the CSM to admin and maintenance tasks. ThanksRoss

When associating “related” objects (company or relationship) on the associated timeline entry, these are not discoverable on the timeline object in report builder nor in the rules engine. 

These are notes from a call with engineering about this new object that was created with the launch of Associated Timeline Activities. This object has tons of potential, but there are a few areas that need improving to see wide adoption.We also cover a very important behavior of the Associated Records feature, which I so far have not seen documented: Deleting your primary documentation source deletes all references as well. Note: Using NXT Hybrid, post Horizon Migration. At time of writing I had only really tried resolving the WhoID/WhatID to Call to action. Context: If you are not familiar with using this in reports, there’s a little Venn diagram next to the object time you need to click on to choose a ‘resolution’, or it defaults to “company”  

Hi everyone,  Does anyone know how I can exclude a report from filtering based on the global filter in Home? I know in dashboards there’s a way to map which reports are filtered but I can’t seem to find the equivalent in Home. Let me know if you have any insight! Thanks,Grace

Looking to understand how other GS users identify company’s/accounts that are considered to be advocates of specific products?  We have 18 products and find that some companies are better than others and looking for easy ways to simplify within Gainsight.

Where is the “undo” button?Logged on and needed to check a connector job when I noticed this:  What on EARTH is the point of ‘promoting’ connectors??  Suddenly because there’s a spotlight on the existence of this connector an admin is going to miraculously say “You know, we could really use PX. I think I’m gonna go make a business case to convince senior leadership to invest thousands of dollars into this product. Thanks for the recommendation Gainsight!”All this does is push the existing configured connectors farther down the screen making us have to scroll more.  Please remove this.  It’s more nuisance than assistance.

We do a cascading survey, whereby depending on the answer to a single question we either will skip a question, or present it. We do this with a survey that has both CSAT and CES questions in it, essentially asking how satisfying the product (or service) experience was… If they give a 5 on a 1-5 scale, we skip the detailed CES questions, otherwise we present the detailed CES questions.What I want to do for the CSAT responses that scored us a 5, I want to default the detailed CES questions to a five, based upon the philosophy that if a customer is totally (completely) satisfied with a product or service experience, then that means that their effort scores would be a 5 also.So, hence my question re calculating a score for an un-asked question, based upon a broader asked question. As a follow-on question, is there a manual way to do what Gainsight does for CSAT or NPS questions, for CES questions? I don’t like hitting customers with too many surveys,

I would like to enable my CSMs to embed confluence pages into their 360s.  Problem is each one has a unique url and I am getting an authentication error.  Anyone had luck being able to enable this.  Or anyone have luck parametrizing the confluence page show it shows up correlating to the correct company.  While I know a link can be embeded, I know that it would really help adoption to be able to do this.  

Hi Everyone,We are facing an issue in using global filter for a specific requirement. Scenario: “Example Industries Ltd” is a parent company for the following child companies:“Example ER Ltd” “NL Example International Ltd” “Raizon sales”Need to apply a global filter to the dashboard to get data of both parent and child accounts in all the reports of dashboard.Each Child account has a parent Id where as parent account has null in the parent id field.Challenge: Cant use Parent id OR parent account name as filter as we cant use OR condition in global filter. Cant use account name as filter since few child accounts doesn’t contain “Example” in the account name.

Hi all, I just want to understand if there a way to unpivot table (data) in Gainsight? For example, if you look at this image; ID1 has values for ABC and XYZ and ID2 has only for DTE. Left hand side the data we have and on the right hand side is what we need to have Thanks,

Would it be possible to do bulk updates in Gainsight Timeline? Say I wanted to put in a timeline entry for all of the accounts at the same time, can this be done in near future?

Is there a way to automatically assign a new success plan that drops to a user group?For example, when a New Product Onboarding success plans drops - we have a group of 6 people that round robin pick up these onboardings. Right now it’s a manual process to assign them, is it possible to make the default owner of these plans a user group instead of one user?  Thanks!

I’m trying to build a report that shows the # of scorecards that have not been updated within 30 days to be added to a dashboard. The Dashboard will have a global filter to filter down by user.  Is there a way to accomplish this?

Hi All - Looking for some advice and/or ideas.In our previous system we were able to add tags to an Account to identify when they were in a specific cohort for a Special Project. This allowed us to track and allowed for segmentation in reporting. Since Gainsight doesn’t have the concept of Tags, I was thinking of creating a Special Projects or Tags Object (Field) and then making that a muli-select drop down. I would then add to that dropdown as Special Projects come up. I was wondering if anyone else had done this or has another idea. ThanksLaurie 

How can I remove participants when testing?  I think I might be missing a key step - or the Program maybe needs an enhancement since it’s in Beta.  Not sure which it is.My current process:Create Data Designer, make universal and run Update program Settings Map tokens and test email - find an error Go to Data Designer and update fields Run Data Designer Sync Participants - the new configuration fails because the participant already exists Delete the Data Designer and start all over It is fairly common that an incorrect firls would be selected and/or modifications would be needed when configuring Data Designers.  I don’t see anything that allows me to delete a Test Participant, and the process to make corrections is lengthy.  Thanks for any help!

Hi Folks - New to Gainsight and am just transitioning the team over. I have a very basic question, and I am not sure of the answer.  If all the tasks associated to a CTA are completed, does the CTA compelte automatically or do they have to complete to CTA also? Thanks for you help! 

Has anyone managed to successfully integrate Salesforce Chatter into their Gainsight instance? This is a new challenge for me/my team and would love to know what the lift and requirements were. Thanks in advance.

I know the Link feature in the email template builder in JO links to external websites (with https://)...I am trying to “link” places within the email itself so a reader can click on a header or bullet and jump to that respective section within the email (similar to link within a Word Doc, Powerpoint, etc.) - so the reader doesn’t have to physically scroll through the email to get to the detailed content that they want to consume.Is this possible with JO email templates?

While monetizing CS, it's crucial to have a well-structured approach to training, enabling, and hiring Customer Success Managers (CSMs) to ensure they can deliver value to your customers and justify the fees. Here's a step-by-step guide:Define the Role:Clearly define the responsibilities and expectations of your CSMs in the context of the services you charge for.  What are the key deliverables for the customer and at what stage? Think QBRs, Health Checks, Instance Reviews etc Understanding the specific outcomes or results customers can expect from your customer success program.Define the offering:The CS offering should be treated as a product with the proper positioning and messagi

Hi All!I'm hoping to pick your brain on what types of quarterly comms you send customers, specifically customers who do not have a CSM. What is the most valuable and intentional content you are, or are considering, sending customers that is customer success-related and doesn’t overlap with your marketing team’s communications? 

In a previous post, I shared some thoughts on creating high-quality Calls To Action (CTAs). This week, I’m back on the same theme, with some examples of low-quality CTAs. If these CTAs sound familiar, or if they haunt you from your Cockpit, consider how you might improve the game by making revisions.  The “FYI” CTASomething isn’t usually “just for your information” and then simultaneously “requires your action”. Therefore the FYI CTA is truthfully an oxymoron. If it’s an FYI, then surface in an email, share a Slack / Teams message, or build into a Report or Dashboard. It crosses into a CTA when action is required. By literal definition, a CTA is an Action. The “anniversary” CTA, and its

We want to add the data from our Utilization Drop Rule to our Scorecard…  What’s the best way to do that?Thanks!

Hi,I am wondering if anyone has experience using JO to call out to a pendo api to generate an in app guide as part of a journey? IE When an onboarding journey is kicked off we ping the pendo API to turn on a specific pendo guide. We have a java script that can call the guide, is it possible to embed that in the JO API call?Scott

Hi everyone, I’m working on email templates where the text needs to be a specific hex colour. When I type it in, extra numbers are added as I’m typing - the only way to input a hex code is then to copy and paste from elsewhere. Is there something I need to do differently here or is the only way to enter a hex code through copy and paste? Thank you in advance 🙂