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Hey everyone, Adam here, following up from the webinar I hosted earlier this week.Hopefully the recording is posted soon, but I want to thank the Gainsight team for partnering on this and inviting me, and to all of you who attended! There were a couple questions I didn’t get to answer, so I’ll follow up here:Q: It seems like some of the solutions you provided (ex Optiverse) may have utilized external software. Do you have any recommendations for software to invest in to support this infrastructure or specific things you recommend looking for when reviewing external software?A: Usually creating solutions like this requires a few different integrated solutions (hopefully this becomes simpler in the future!) but typically what’s involved is:A help center / knowledge base CMS product (ex. Zendesk, Intercom, Salesforce Knowledge - all the examples I showed were on Zendesk) A learning management system (ex. Gainsight Customer Education, Skilljar, Docebo are the ones that I showed in my examp
We are thrilled to share the remarkable transformations our clients have achieved. By focusing on streamlining processes and enhancing customer engagement, we've empowered teams to operate more effectively.Explore our online case studies to see how organizations have realized tangible outcomes that truly make a difference. https://www.ncloudintegrators.com/ourcustomers
Hi, I was hoping to connect with others on how they manage a shared inbox for a team of CSM’s. Wanted to hear if any teams were managing customer requests through a shared outlook inbox or other methods? Any tips or guidance would be great. Best,Morgan
Is your Customer Success team equipped to guide clients through constant change while building trust, reducing churn, and driving long-term partnerships? Mastering change management could be the key to unlocking greater value and success for your customers. That’s why Gainsight is excited to announce a new training series on Change Management for Customer Success teams. The Change Management series is the latest addition to Pulse+, our curated Customer Success training and certificate program. Sign up by January 31st 2025 to take advantage of amazing discounts based on your team size:Individual: $900 per annual membership 2 to 10 members: save 20% with code 2024eoy-pulseplus & pay only $720 per annual membership! 11 - 25: save 25% and pay only $675 26 - 50: save 30% and pay only $630 51 - 100: save 40% and pay only $540 100+: ask for a quote!Don't miss this limited time offer to empower your team with the knowledge and tools to proactively manage change and enhance customer retenti
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 many other to-dos on yo
Embarking on the digital customer success journey can feel daunting—deciphering ownership and team responsibilities often poses just one of the many challenges. Questions loom:Who should spearhead the digital customer success team? Is hiring dedicated resources necessary to begin? Where should this team fit within our organizational structure?Let’s navigate the best approach to structure your team and support your journey into digital customer success.1. Inaugural Steps: The Tiger TeamStart by assembling a digital customer success 'tiger team,' comprising representatives from pivotal departments like Customer Success, Marketing, Operations, Support, and Product. While it may seem like a medley of opinions, having one representative per department minimizes the "too many cooks" situation. 2. Evolutionary Phases: The Journey to DedicationAs your digital customer success journey blossoms, recognizing the value becomes paramount. At Gainsight, our pivotal shift occurred in 2019, leading us
What are your top 3-5 tools/approaches/tips and tricks you've learned to use? Anything you've learned that gave you an "A-HA!" moment and really changed how you work with a client?
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 the current score by measure dataStep 2: Create a rule to load to your Current Score by Measure object Fetch current sc
Managing risk within your portfolio is close to, if not, the number one priority for CSMs. Many find themselves hesitant to open risks for their customers because they are concerned it might seem like they aren’t being a successful CSM. However, I would argue that identifying risk in your portfolio and raising it makes you a more successful CSM. As leaders, it is our role to ensure team members have a way to identify risks in their portfolio and share them back with the organization. One of the best ways to do this is to have a Call To Action (CTA) type in Gainsight for Risk. The good news for you is that “Risk” is an out of the box CTA type in Gainsight. So you are already on your first step there! This allows your team to create CTAs for each risk in their portfolio. Then your leadership team is able to see reports on how many risks are in the customer base (more on this later). When you’re starting a Risk process, best practice would be to identify 2-3 main risk types. Typically,
During The Power of Working Better Together with Gainsight PX+CS webinar, we discussed PX+CS use case maturity, reviewed tangible exercises to help Product and Customer Success teams develop strategic PX+CS use cases, and highlighted the amazing things that can be done with PX+CS integration for various types of pricing models. Missed our webinar? You’re in luck! You can find the recording below. And check out this Gainsight University course to learn more about building your PX+CS strategy (team exercises included).
Hey CS Community,We’re thrilled to invite you to a groundbreaking event that’s all about empowering your Customer Success teams with smart, sustainable strategies—Digital Success Unplugged. Set for a half-day of virtual learning and networking, this event is designed to fuel your customers' success without your teams' burnout.Why Attend? Digital Playbooks Unlocked: Learn from the best as top CS leaders share their secret sauces for digital-first success. Actionable Strategy Sessions: Walk away with strategies you can implement immediately—no fluff, just the stuff that works. Exclusive Fireside Chats: Get up close with CS legends discussing the real tactics that have transformed their teams and operations. Elite Networking: Connect with peers and leaders to expand your knowledge and your network. Event Details: Date: October 16th, 2024 Time: 8am PT - 12:15pm PT Register for free here: Digital Success Unplugged Who will be there with me and what are you looking forward to learning abo
Hi Admins! This post shows you how to insert tokens inside the URL. It is super simple to implement and it is very helpful since this use case is very common where Admins want to embed the URLs that are customer specific. I am here showing the use case where I have configured a email for CSM to notify them when Sentiment score drops/changes. In the email template, I want to embed the link which navigates to the respective account’s C360 page. The first part of C360 page URL remains consistent and last part of URL keeps changing with respect to account. In the email template, click on the insert link so that you can place the URL towhich you want to navigate. The new pop-up window appears where you insert the token within in URL. As the Account Id as I highlighted keeps changing I am tokenzing that. We can map the token to any fields in “Edit token Propoerties” section, here I am mapping the Account→ Id from Account object. Here is how it looks after I tokenise the URL: Hope this hel
I'm excited to invite you to my upcoming webinar (Sept 12th at noon Central) where I will share insights from my experience in helping organizations across various industries implement and scale their Voice of Customer (VOC) programs.During this session, I'll be diving deep into how Gainsight leverages VOC to enhance customer experiences, increase retention, and align company priorities with customer needs. We'll cover key areas that can transform your approach to customer interactions and outcomes.Key Items We'll Explore:Gainsight's Approach to Voice of Customer: I’ll walk you through how Gainsight integrates VOC into its strategic priorities to drive customer-centric decision-making across the organization. Understanding Key Feedback Types: We’ll delve into the three crucial types of customer feedback—Customer Effort Score (CES), Customer Satisfaction (CSAT), and Net Promoter Score (NPS)—and how each contributes to a holistic view of customer sentiment. Driving Impact with NPS: I’ll
In our monthly meetup group about the CS Ops of Digital Customer Success, we spoke in February 2023 about measuring digital CS. Here’s what we learned! 🎞️️️️ Recording of key takeaways from each breakout room 📝 Note-taking slides from the breakout rooms Learn about these meetups in the future by signing up for the monthly CS Ops Newsletter.
Unlock tangible opportunities for improvement in just a few weeks with our Customer Success (CS) Strategic Assessment Program. This comprehensive 4-step analysis covers discovery sessions, CS charter evaluation, customer lifecycle alignment, and financial metrics review. You'll receive a detailed, actionable roadmap with strategic initiatives to enhance customer satisfaction, retention, and drive growth. Ready to elevate your Customer Success strategy? Let's get started on your path to success. https://lnkd.in/gNYmAf7g
In a world of AI and hyper-personalization, how do we build an ethical approach for 1:many programs? In the rapidly evolving landscape of digital customer success, leveraging AI and hyper-personalization can significantly enhance customer experiences. However, as we build these 1:many programs, it’s crucial to consider the ethical implications involved. Just as with AI, setting clear boundaries and guidelines is essential to ensure we prioritize the well-being and trust of our customers. Defining Limits Similar to AI EthicsOne key aspect is defining limits similar to the ethics of AI. Establishing boundaries helps prevent potential misuse and ensures that the technology serves its intended purpose without overstepping ethical lines. Transparency in how AI algorithms make decisions and their impacts on customers is crucial. This transparency builds trust and ensures that customers understand and consent to the technology’s use. Writing Ghost ContentWriting ghost content, such as emails
