Skip to main content

Deliver Customer Success

Explore inspiring success stories and best practices for effective Customer Success

  • 643 Topics
  • 1,658 Replies
N
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,...
  • 0
  • 0
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...
  • 43
  • 16
643 Topics
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
published in Deliver Customer Success
Circles of Success – Pulse Europe 2018 – Topic: Advocacy Management

During Pulse Europe, 2018 (https://www.gainsight.com/pulse/europe/2018/) the Gainsight Client Outcomes Team organized a Circles of Success Program, featuring group discussions for the attendees focused on key topics and challenges. We wanted to keep the conversation going on Community. One of the topics we discussed was Advocacy Management. Here are a few of the questions and the corresponding topics that we discussed: 1. What customer activities do you consider advocacy? Who owns advocacy? 2. What creative things have you implemented to drive advocacy? 3. What about your customer experience creates advocates? 4. How do you leverage your customer advocates? 5. What points in the lifecycle or touches do you identify advocates? 6. How do you prevent “reference fatigue”? 7. How and where do you track advocacy events? 8. Do you provide any incentives for your customers to become an advocate? Which incentives have you found more useful than others? 9. Do you expire advocacy assets

320
meenal_shukla
6 years ago
phil_hart
phil_hartContributor ⭐️⭐️⭐️
asked in Deliver Customer Success
Tracking Customer Sentiment via Support Interactions

We are looking to track Customer Sentiment on a more regular, ongoing basis and use this as part of our health score. Currently: CSMs will choose red/amber/green manually upon gauging customers' likelihood to renew on each interaction (e.g. EBR, Escalation etc). The score will go stale after 30 days as CSMs should be interacting with each customer at least once monthly. Ideally: Every time a customer interacts with support, we can also track the sentiment of the call. This would aggregate and we could show rolling averages which could be used to update the health score and create risk/expansion CTAs. We send out a CSAT after email/chat/phone support cases but this has a very low response rate so isn't particularly reliable. Is there a more effective way of tracking customer sentiment and do you ask the customer to record this or the support agent?

2950
toddmassey
6 years ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
published in Deliver Customer Success
Circles of Success – Pulse Europe 2018 – Topic: Compensation and Incentives

During Pulse Europe, 2018 (https://www.gainsight.com/pulse/europe/2018/) the Gainsight Client Outcomes Team organized a Circles of Success Program, featuring group discussions for the attendees focused on key topics and challenges. We wanted to keep the conversation going on Community. One of the topics we discussed was Compensation and Incentives. Here are a few of the questions and the corresponding topics that we discussed: 1. Does your company incentivize CSMs on individual or team targets? 2. What metrics are CSM incentives based on? (Examples: retention, satisfaction, adoption and advocacy). 3. Have any organizations implemented CS-oriented bonus plan? Does variable compensation model works best for Customer Success Managers? 4. Are CSMs incentivized based on expansion or advocacy targets? 5. How are the CSMs targets tracked? 6. What are the leading (adoption) and lagging indicators (renewal) that you track to know a CSM is on track to achieve their quota? 7. W

390
meenal_shukla
6 years ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
published in Deliver Customer Success
Circles of Success – Pulse Europe 2018 – Topic: Health Scoring and Risk Management

During Pulse Europe, 2018 (https://www.gainsight.com/pulse/europe/2018/) the Gainsight Client Outcomes Team organized a Circles of Success Program, featuring group discussions for the attendees focused on key topics and challenges. We had such engagement from our customers we wanted to keep the conversation going on Community. One of the topics we discussed was Health Scoring and Risk Management. Here are a few of the questions and the corresponding topics that we discussed: What health scores have worked best for different organizations? Do you see trends based on the industry? · On-Prem customers use: Using proxy for usage data as usage data is not available support cases, webinar attendance, etc. to look at who are healthy customers. They can easily identify unhealthy but healthy is harder. Onboarding CSAT is also a measure that is used for customer health · For SAAS customers: utilization metrics · NPS as a part of health scores: Interestingly, in EMEA, culturally some custo

590
meenal_shukla
6 years ago
GameChangerAdmin
GameChangerAdminGainsight Employee ⭐️
published in Deliver Customer Success
Your Ideas Were Implemented in our November Release v5.20

We really appreciate all of the product inputs that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect. We want you to know that our product team listens and carefully considers your ideas and concerns. In our November Release v5.20, I'm happy to report that we implemented 11 of your suggestions! Here's the complete list.

1710
GameChangerAdmin
6 years ago
angela_domenichelli
angela_domenichelliContributor ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
How do you communicate issues with CSMs?

Good morning fellow Gainsight Admins! I am starting a project to determine the best method(s) of communication with CSMs when there is an issue with Gainsight and am curious what methods other businesses use. We currently have a mix of informal (Slack, email) and formal (Confluence, Jira) methods that serve different purposes. I am looking to create something that will better meet the CSMs where they are already working and meet acceptance criteria around visibility of issue status, workarounds, and details. Is anyone else leveraging tools like Knowledge articles, chatter, or cases to communicate with CSMs about Gainsight issues? How do you determine which communication method to use, for example, do you do something different based on the severity or priority of the issue? Thank you for your input!

400
angela_domenichelli
6 years ago
diana_luo
diana_luoContributor ⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Milestone usage

Hi, how are others using Milestones? What's the overlap with milestones & timeline activities? Any tips? Thanks!

1820
A
6 years ago
GameChangerAdmin
GameChangerAdminGainsight Employee ⭐️
published in Deliver Customer Success
Your ideas are being implemented during our Product upgrades/releases

Hi All, We really appreciate all of the product inputs that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented your suggestions! Here's the complete list. Please revert for any queries Email : spulluri@gainsight.com

130
GameChangerAdmin
6 years ago
GameChangerAdmin
GameChangerAdminGainsight Employee ⭐️
published in Deliver Customer Success
Your ideas are being implemented during our Product upgrades/releases

Hi All, We really appreciate all of the product inputs that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I'm happy to report that we have implemented your suggestions! Here's the complete list. Please revert for any queries Email : spulluri@gainsight.com

160
GameChangerAdmin
6 years ago
katerina_nemcova
katerina_nemcovaHelper ⭐️
asked in Deliver Customer Success
CSMs tracking churn at C360 level

I wonder if anyone has any ideas please how to achieve the following: - we monitor churn down to the service/product level for each customer, classifying each service/product line as rumored, notified or realized. The current process is to take a spreadsheet with the latest revenue information by account, down to the service/account level and mark each line as at risk of churn or not. This spreadsheet is then loaded to Gainsight via our data lake and is displayed in each C/R360 as a report. We have number of rules set up using this churn information, for example the % of contract at risk of churn which also feeds to the overall account healthscore.  The current challenge is that our revenue information changes daily and the churn document is loaded to Gainsight only once or twice per month - updating this spreadsheet is done offline and is time-consuming to keep this information up to date given the number of accounts. The ideal scenario would  be to enable our CSMs to manage the ch

740
katerina_nemcova
6 years ago
sara_hurst
sara_hurstContributor ⭐️
asked in Deliver Customer Success
Does anyone use Success Plans for Client Sales?

I'm considering how to keep track of buying objectives of the client and what tools have been evaluated in the past etc?

140
sara_hurst
6 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Deliver Customer Success
Gainsight Admin Summit on Oct. 30

Just a reminder, our first Gainsight Admin Summit is coming up on October 30 in San Francisco, California! We've also published the detailed agenda, so check it out and get excited! We hope to see you there!

150
lila_meyer
6 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Deliver Customer Success
PulseLocal Austin Meetup on Nov. 14

PulseLocal Austin has been meeting every 2 months since June 2015 which means our 20th meet up will be Nov 14th!  Please tell all your Austin-based colleagues to join us by registering here.   Our original PulseLocal Austin President, Beth Yehaskel, is returning to share her insights on building a success organization from a support model. Beth (formerly VP at Spredfast) is now leading the team at Jungle Scout.  We're excited to wrap up 2018 and our 20th meet up with a bang!

200
lila_meyer
6 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Deliver Customer Success
Boston Customer Success Meetup on Oct. 18

LeanIX is hosting a Customer Success Meetup in Boston on Thursday, October 18th, from 6 - 8pm at their HQ. If you would like to attend or know of CS professionals in the Boston area, feel free to share this link. 

160
lila_meyer
6 years ago
jen_molitor
jen_molitorHelper ⭐️
asked in Deliver Customer Success
Measuring CSM Gainsight adoption

Hi all, We are looking to create an ROI of Gainsight based on CSM performance. Our CSMs have a number and we are thinking about looking at CSMs quota performance and comparing it to Gainsight adoption. Our theory is that for those reps that are hitting their number would be the same reps that are using Gainsight. This would then provide an ROI and a health score of sorts for our CSM Gainsight adoption. We've talked about using timeline activity, C360, CTA close % and page views for our 4 measures. Has anyone else created a 'CSM health score' outside of the tracking that Gainsight provides on the Gainsight 360? 

2180
denver_kirkpatrick
6 years ago
boaz_arad
boaz_aradContributor ⭐️
asked in Deliver Customer Success
Viewing all my tasks (or CTAs) grouped by relationship and sorted by contract end date

Hi all We are using the Relation object (a bit different than an account) and I'm trying to find a way to see all my to do's (whether its CTAs or tasks) grouped by relationship name and sorted by the contract end date.  If I create several CTAs per relationship- I can't group by relationship and sort by end date.  And If I create one CTA per relationship (with several tasks per CTA)- the tasks will be displayed forever, even after completion. (they remain crossed-off) Do you have any suggestions about how to see all my relationships, sorted by end date and to see each relationships CTA or tasks?  It seems like a logical way to see all my to do's.

160
boaz_arad
6 years ago
allison_elmer
allison_elmerContributor ⭐️⭐️⭐️
asked in Deliver Customer Success
Different Scorecards for Different Account Types

Hey All! I've seen this question posted previously, but it related to Scorecards 1.0 and was 3 years old, so I figured I'd repost with a focus on 2.0. The majority of our CSM-customer relationships are measured and treated the same, regardless of organization size. This makes setting up a scorecard and related measures really easy ("one-size-fits-all"), and it's how we've done things since we first started with Gainsight. We've recently decided that a certain segment of our customer base would be better suited by a more "tech touch" approach, and thus one of our measures (Relationship- how often the CSM has a formal interaction with the customer) should be more lenient for these account types. I know I can achieve this by creating a new scorecard and measure that filters for these accounts only, and then exclude them from the original scorecard. However, this means having two nearly identical scorecards, and I'm afraid this might confuse the CS team. How have others handled this sit

900
matthew_weinreb_adccf1
6 years ago
sai_ram
sai_ramExpert ⭐️⭐️
published in Deliver Customer Success
Require any use-cases to be documented (simple or complex)?

Hi Everyone, please let us know if you require any use-cases (simple or complex) to be documented, we will be taking it up and prioritize it with the help of our PMs and share the articles with you. 

460
lila_meyer
6 years ago
jackie_galvan
jackie_galvanContributor ⭐️⭐️
asked in Deliver Customer Success
Sending and tracking multiple surveys per participant

I want to send a survey to hiring managers based on people they've hired recently (we're an applicant tracking system). In many cases, that's a 1:1 situation. However, I have some participants who have made many hires, and I want their feedback on each individual hire. I am running into issues thinking through what would be the best user experience for someone who has hired 10+ people. I'm using a CSV taken directly from our product, and I've set it up so that 1 person can receive the email multiple times by creating a unique identifier that does not tie back to their SFDC contact record. In my ideal situation, I could send one email to a participant with multiple links in it to complete the surveys based on each hire. Is there a way to do that without making the response totally anonymous?

390
lila_meyer
6 years ago
jaw
jawContributor ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Setting Targets for Scorecard Metrics

Hi everyone,  I am looking to come up with appropriate targets/ranges for the service now metric in my organization's current scorecard in the Customer 360. We are unsure of the best way to define high risk, at risk, moderate risk, low risk, and no risk based on the number of service now tickets and types of service now tickets we've imported into Gainsight. I came across the article below: https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%2520Articles/Cost%2520per%2520Ticke... What is best practice for defining targets based on service now data and how that impacts the overall health score? Thanks, Jasmine

370
lila_meyer
6 years ago
monica
monicaContributor ⭐️
asked in Deliver Customer Success
Following walkthrough guide instructions dont work for timeline

Hi, newer user here, so maybe I am on another version, possibly user error? When I use the walkthrough guide instructions for timeline (For a short guided walkthrough of Timeline, navigate to C360 > Timeline view, and click the tooltip to the right of the +Activity button.) Following those instructions dont work. Can you advise please?

450
lila_meyer
6 years ago
ricardo
ricardoContributor ⭐️⭐️
asked in Deliver Customer Success
What to do with the data after inserted in GainSight? (i need some direction here)

I ́m using Bulk API to extract data from a CSV file, put it in a MDA Object to get this data thru Bionic Rules and....i ́m trapped! I need to track licences usage, so basically in this CSV file we have 5 important fields: Client (e.g. Dell) Product (e.g Avast licences) Licences sold (e.g 200) Active licences (100) Usage % (50) Client (e.g. Dell) Product (e.g Office licences) Licences sold (e.g 500) Active licences (100) Usage % (20) So, i need track if our clients are using all of they licences, if not i need to warn(email?) the CSM that certain client is using only half of what they bought, so they need some kind of atention. What is the best way to do it? Maybe create a CTA to send email to CSM when some of this clients has low usage? Create scorecards to CSM keep looking dayli (i think the CTA thing is more automatic/human free)? Well, i ́m new at GainSight and i ́ve been learning a lot theses days but now i need some kind of direction here please

410
link_black
6 years ago
josh_494f78
josh_494f78Contributor ⭐️⭐️
asked in Deliver Customer Success
Does anyone have any recommendations or best practices for what a CSM should do on day 1 in Gainsight?

Hello! I am an admin and PM for our Gainsight implementation and we are about to assign licenses to our first CSMs. We have all taken the appropriate training provided by Gainsight in preparation for this. Does anyone have any recommendations or best practices for what a CSM should do on day 1 in Gainsight? Anything from what functionality CSMs leveraged first to how CSMs moved off of the prior tools they were using to literally the first things they clicked when logging in to the tool would be helpful. Of course, if anyone has other topics that are relevant from their experience, that is very welcome as well. Thanks in advance, and I look forward to being part of the Gainsight Community!

740
josh_494f78
6 years ago
dan_waggenheim
dan_waggenheimContributor ⭐️
asked in Deliver Customer Success
Trying to determine how to staff for onboarding.

We are in the final stages of choosing a CSM solution and Gainsight is on the short list.  I am trying to think through how we might want to staff for onboarding - dedicate an internal resource full time, hire externally, etc.  Would be very interested to hear how others have approach this and whether in retrospect would have done it any differently.  TIA!

760
puna
6 years ago
eugene_glazyrin
eugene_glazyrinContributor ⭐️
asked in Deliver Customer Success
Assign CTA to queue/pool

We are rolling Gainsight out for our Client Services org (after deploying Account Management) and bumped into a limitation: we have some accounts which do not have an assigned client success rep. We need to assign CTAs to a queue/pool of employees, and then manually push the CTAs. More than one person will be dispatching the CTAs, so assigning to a designated manager does not seem to work. Gainsight also cannot create cases (we use cases instead of activities for client success work). Did anyone deal with a similar scenario; are there any workarounds?

2120
angela_mckay
6 years ago

Badges

Show all badges
Terms & ConditionsCookie settings