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Deliver Customer Success

Explore inspiring success stories and best practices for effective Customer Success

  • 643 Topics
  • 1,658 Replies
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nengel
started this topic

Who's Going to Gainsight's Digital Success Unplugged?

Hey CS Community,We’re thrilled to invite you to a groundbreaking event that’s all about empowering your Customer Success teams with smart,...
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seth
seth
started this topic

How Anyone Can Become a Gainsight Admin

Latest Update: Sept 13, 2022 //Gainsight Administrator is a creative, powerful role. It drives career development, it lives in the cutting-e...
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643 Topics
RebekahS916
RebekahS916Contributor ⭐️
posted in Deliver Customer Success
10 Reasons Why ROI is More Than Just a Number

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

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revathimenon
9 days ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
Structuring Your Digital Customer Success Team: A Glimpse into Gainsight's Approach

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

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16 days ago
JImCSM
JImCSMContributor ⭐️
asked in Deliver Customer Success
Top 3-5 "Level Up" Recommendations to Serve a Client

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?

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JImCSM
28 days ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
posted in Deliver Customer Success
Create a lookup to current scores of scorecard MEASURES from Company (not just Overall Score)

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

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jrich
1 month ago
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MorgankingContributor ⭐️⭐️
asked in Deliver Customer Success
Pooled inbox for Digital CSM's

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

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1 month ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
Creating Risk Playbooks for Managing Risk

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,

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1 month ago
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Deliver Customer Success
🎬 Webinar Recording: The Power of Working Better Together with Gainsight PX+CS

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).  

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AngelaBrown
1 month ago
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nengelContributor ⭐️
posted in Deliver Customer Success
Who's Going to Gainsight's Digital Success Unplugged?

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

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3 months ago
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JyothsnaContributor ⭐️⭐️
published in Deliver Customer Success
Tokenizing URLs in Email template

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

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Jagari Das
3 months ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
Webinar: Optimizing Voice of Customer

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

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lane_h
3 months ago
dshorter
dshorterGainsight Employee ⭐️
posted in Deliver Customer Success
Recording: Measuring Digital CS (CS Ops Meetup Presentation)

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.

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dshorter
4 months ago
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Sharon BokContributor ⭐️⭐️
posted in Deliver Customer Success
4 Step CS Assessment

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 

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S
4 months ago
aaronhatton
aaronhattonHelper ⭐️⭐️
posted in Deliver Customer Success
Building for Digital Customer Success Ethically

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

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aaronhatton
4 months ago
linda_lam
linda_lamContributor ⭐️⭐️
asked in Deliver Customer Success
Integration with ReferenceView (RO Innovation)

Is anyone using ReferenceView and/or integrated Gainsight with this tool? 

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vaishali_rawat
5 months ago
Angela Micheli
Angela MicheliContributor ⭐️⭐️
posted in Deliver Customer Success
Success Stories: How ReviewPro Saved 190+ Hours and Optimized Onboarding for Customer Excellence - Q&A

On April 23, 2024 Nuria and I co-hosted a Webinar on how we were able to optimize Onboarding by using Gainsight PX and Gainsight CS.Here is the original link to the Webinar:Nuria and I decided to create this post in the Community to address the questions that were raised in the Webinar, but due to time restrictions, we were not able to address. Here is the complete list of questions. We will add the answers shortly.Q: With the risk management workflows, can you add more detail as to what are some of the cracks / gaps customers fall into? And how do you identify those?A: Q: Is this the only onboarding program or do you offer a "white glove" implementation services product as well?  If so, do implemented clients go this onboarding journey also?A:Q: How does the R&R work with the product team for in-app content and how do you stay aligned?A:Q: How do you align the CS tech touch activities with marketing programs? Does CS and Marketing work together to build out these programs?A:Q: How

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Angela Micheli
6 months ago
JKucek
JKucekGainsight Employee ⭐️
posted in Deliver Customer Success
Unlocking the Full Potential of Health Scorecards: Insights from Our Latest Peer Learning Session

We completed our second Healthcare Brain Trust marking our half way point of this four part series. As a reminder, our Healthcare Brain Trust series brings together healthcare tech’s finest with the goal to tackle common challenges and brainstorm solutions around Customer Health in a collaborative environment. Insights and takeaways from our discussion:  Selecting Effective Metrics: Identifying the right metrics for health scorecards is crucial. The group shared challenges in choosing metrics that accurately reflect customer health and discussed the potential of AI to aid in correlation analysis, helping to pinpoint the most predictive indicators of customer success. We discussed Gainsight’s AI Scorecard that offers Admins assistance in Scorecard configuration recommendations to improve the accuracy and effectiveness of your scorecards.  Managing CTA Fatigue: We had a discussion around managing CTA fatigue especially when triggering automated CTA based on the Customer Health Scor

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JKucek
6 months ago
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Sharon BokContributor ⭐️⭐️
posted in Deliver Customer Success
A Guide to Change Management: The 4 "Ts" of Training & Enablement

Change can be daunting. It disrupts the familiar, introduces uncertainty and is often met with resistance. In this blog article, Grace Tester discusses the four crucial elements team leaders need to include in an effective strategy when planning, communicating, and implementing change within an organization. A Guide to Change Management: The 4 "Ts" of Training and Enablement (ncloudintegrators.com) 

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S
7 months ago
JKucek
JKucekGainsight Employee ⭐️
posted in Deliver Customer Success
Leveraging Collective Wisdom: Key Insights from Gainsight's Healthcare Brain Trust

We recently hosted the first of our four part Healthcare Brain Trust series bringing together healthcare tech’s finest with the goal to tackle common challenges and brainstorm solutions around Customer Health in a collaborative environment.  Key Themes included: ✍🏻 The importance of understanding and implementing effective customer health scores and the challenges and opportunities associated with data sensitivity and privacy.  🙌🏼 We also explored the value of having clear definitions for metrics that resonate across different departments to ensure a cohesive strategy. 💪🏼 We discussed the ongoing need to adapt and refine health scores based on actual customer experiences and the potential benefits of segmenting these scores according to customer maturity and product lines.  I look forward to continuing our discussion on May 21st and going through some practical applications, as well as tackling some of the challenges we identified.  

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JKucek
7 months ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Deliver Customer Success
NPS best practices and innovative approaches

I’ve recently taken on our NPS program.From my research, the practice seems to be pretty standard: Quarterly, Semi-Annual, or Annual Surveys In platform and/or via email  Short surveys Rating scales Open text box for comments Maybe 1-2 other questions, usually Which areas drove their score Which areas most need to be improved Follow up with Detractors Is there anything innovative or best practice beyond the core approach that you do or have seen done? (Caveat: We’re only a CC customer so far, not PX or CS, so looking for programatic tactics, not Gainsight-specific features. Though any helpful GS features could help us map a path to those other solutions)

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alizee
7 months ago
seth
sethGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
CS Ops Compensation Benchmark Survey Results

 Compensation data has not existed specifically for Customer Success Operations. In January 2022, Gainsight and the customer-run Gainsight Global Admins community collaborated to gather the first set of benchmarks.Our anonymous survey received 296 responses. Gainsight customers likely represent a significant portion, but the survey was also publicized broadly. Responses were encouraged from all types of CS Ops professionals.See the ResultsPDF attached belowReactions? Questions? Post them below!

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seth
7 months ago
Jessica.Quazza
Jessica.QuazzaGainsight Employee ⭐️
posted in Deliver Customer Success
📚 New Book Launch Announcement 📚

Gainsight is excited to announce the upcoming release of our 5th book published with Wiley. Authored by Nick Mehta and Kellie Capote, this latest title provides a deep dive into Digital Customer Success.  The book includes incredible contributions from across the customer success industry—many of whom you can find here in the GameChanger Community! Whether you’re a budding CSM or a seasoned executive, this book is crafted to empower you with the knowledge to lead and innovate in Customer Success.Available for pre-order now through online retailers like Amazon, Barnes & Noble and Target. Digital Customer Success is packed full of guidance on digital-led CS strategies, including: Strategic Digital Transformation:  How to scale your operations while enhancing customer experience using automated systems that maintain a human-first approach. Digital Customer Success Roadmap: Insights on moving from a tech-touch approach to a more robust digital customer success strategy that benefits al

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Jessica.Quazza
7 months ago
john_mcdonough
john_mcdonoughGainsight Employee ⭐️
posted in Deliver Customer Success
Nurturing Your Health Score Toward Victory - Recap

Thank you all for those who attended our webinar  “Nurturing Your Health Score Toward Victory” this week! Our recording can be found below, along with a copy of our deck attached.Recognizing making revisions to your scorecard is a journey, we walked through some foundational best practice components, the path of maturity, and a walkthrough of the analysis my colleague Mark employs here at Gainsight.Key takeaways:Incorporate Customer Outcomes and Experience into your scorecard: track outcomes using the DEAR framework, and track experience using listening posts such as surveys and sentiment. CSMs who embrace Health Scores find their work simpler and more effective. Health Scores are not just about indicating job performance but about driving strategies to improve customer relationships. The evolution involves continuous improvement, starting simple, and gradually automating processes. Deciding on outcomes, communicating across the organization, and consistent tracking are key. Promoting

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john_mcdonough
7 months ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
posted in Deliver Customer Success
Tracking user adoption of Gainsight

If you’re looking to analyze the usage of Gainsight among your users, there are a few ways that this can be accomplished, and I wanted to share how we went about tackling this problem.Ultimately, we didn’t use the GS Asset Tracking object for our use case. We were less interested in the reports/dashboards being used, and more interested in the results we were expecting to see (the outputs, like Timeline activities and CTA movement).  Business Impact: As a member of CS Ops, CS Leadership, & CS Systems, I want to understand how our users are adopting Gainsight and adhering to their expected usage of the platform.Description: Build a dashboard that outlines key indicators of adoption/usage:Log in frequency Logging activities to Timeline Acting upon created CTAs Updating CSM Sentiment in health scorecardThe dashboard answers questions such as… Logins Who are the top users based on logins? Top 10 Users This Month User Login History object, Count of Login Time and MAX of Login Time

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sarahmiracle
7 months ago
S
Sharon BokContributor ⭐️⭐️
posted in Deliver Customer Success
ROI Savings

Find out how nCloud Integrators Expert Services team worked with apree health to save the company approximately 100 hours per year in Quarterly Business Review (QBR) preparation time and 30 hours per month training new customers in this case study with Joseph Beker, Manager of Customer Success Operations for apree health. https://www.ncloudintegrators.com/projects/apree-health--case-study 

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S
8 months ago
J
jawoolford1Contributor ⭐️
asked in Deliver Customer Success
Partner NPS

What is best practice for collecting NPS from Partners (both implementation and resellers?)  Additionally, how are you gathering feedback from your Partner’s customers that have your products? Thinking it could be helpful to use that for mutual accountability in our partnerships and understanding additional areas where we can support/enable our partners.  Any advice is greatly appreciated!

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J
8 months ago

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