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Explore inspiring success stories and best practices for effective Customer Success

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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
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Sharon BokContributor ⭐️⭐️
posted in Deliver Customer Success
Mastering the Art of Health Score Optimization

How do you know if your customer success health scorecard is hitting or missing the mark? Kate Griffin, VP of Professional Services with nCloud Integrators, outlines three steps you can take to evaluate and improve your health score effectiveness. Unlocking Customer Success: Mastering the Art of Health Score Optimization (ncloudintegrators.com)

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S
9 months ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
posted in Deliver Customer Success
Recording: Webinar on the Future of Customer Success: Harnessing AI in Day-to-Day as a CS leader

@shantan_reddy and I led a webinar on how AI and how it's reshaping the way Customer Success Leaders operate every day.Here is the recording of the webinar:  

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meenal_shukla
9 months ago
aaronhatton
aaronhattonHelper ⭐️⭐️
posted in Deliver Customer Success
The Art of Personalization at Scale

At Gainsight, we’ve recently been driving the strategy of personalization at scale for our digital customer success motions. Just last week, I had the opportunity to take a deep dive into this topic, sharing some of what we’ve learned as part of a webinar. If you weren't able to join, don't worry - you can check out the recording here. Demystifying PersonalizationBefore I delve into "how", it's important to understand "why" large-scale personalization is critical, and mastering digital customer success requires orchestrating a seamless blend of hyper-personalization, automation, and scalability, all while preserving genuine human connections. We often refer of these moments of connection as "off-ramps" – a chance for customers to interact with us directly, even in a scaled environment. Lessons from the Titans of the B2C WorldWe’ve been drawing knowledge and inspiration from B2C giants like Amazon, Netflix, Spotify, and YouTube. Their approach to unlocking the puzzle of successful perso

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aaronhatton
9 months ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
How to transition customers to a low touch engagement

I’m seeing more and more organizations put the importance on digital led segmentation as they go into the end of the year. It is important to focus on digital led strategy to plan for durable growth over the next few years. The question I’m seeing get raised is “How do we transition customers into a digital led/digital first program?” This question is one I faced last  year as we were building out our segmentation. The hard part was I couldn’t find many resources on how to do this. However, I did have some great conversations with people at organizations who had to make changes to customer engagement models (high touch to mid touch, changing CSMs). We took some of these best practices and applied them to our approach. Determining when to transition customersThere are three ways we identified when customers should move engagement models:Evaluate their current engagement - Look back at the data you have. Which customers meet the criteria for the new engagement model you are moving them t

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brian.okeeffe
9 months ago
revathimenon
revathimenonGainsight Community Manager
published in Deliver Customer Success
DCS Scoops w/ Alizée Levavasseur: Best practices for contact data management in DCS - P2

Hello all,Here’s Part 2 of the Contact Data Management Best Practices from our community friend @alizee 🔥  3. Legal compliance for data processing:Establish a legal basis for processing data, particularly for individuals who opt out. Sync information from CRM to Gainsight for streamlined compliance. More in-depth details in the video  4. Use data for informed decisions:Identify individuals with outdated or invalid email addresses. Set up automation for detecting hard bounces and rejected emails. Notify stakeholders and identify replacements promptly with automation. Bonus Tip: Leverage Out of Office messages effectively - watch at 00:33 seconds To end this on a quote from Alizee that I truly LOVED: “Don’t be scared to start even if your data is not perfect. As you do more Digital CS, it’s really going to help you clean your contact data.” If you’ve got any further questions, she’s all ears in the comments section! 

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zdsiegert
9 months ago
Jen.Lyons
Jen.LyonsContributor ⭐️
asked in Deliver Customer Success
Evolution of Team supporting Gainsight

I’m interested in learning about the different ways teams are set up to support Gainsight, as I need to put together a maturity model for my team of how they’re going to evolve. I’d like to understand how other Gainsight customers are taking requirements, building content, working with Admins and what admin-type work non-admins do within your organization. This will help me think through options I may not be considering as I grow my team. would anyone be open to a quick chat with me? Thanks!!  

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Jen.Lyons
9 months ago
revathimenon
revathimenonGainsight Community Manager
published in Deliver Customer Success
DCS Scoops w/ Alizée Levavasseur: Best practices for contact data management in DCS - P1

Hi everyone,I’m thrilled for this series to kick off again for this year with a member who has been an unstoppable force in our community here, helping community members so much that she even holds a record for it @alizee 🔥Her expertise shines through as she delves into best practices for contact data management in digital segments. Let’s get into the nitty gritty details… What are some of the best practices?  Initial Customer Data Cleanup: Ensure uniformity in capitalization or lowercases Avoid  mixing last names and first names. Leverage email IDs to locate first and last names. Eliminate the use of awkward greetings like 'Hi Last Name' to foster positive customer relations.  Guiding customer journeys:  Those who have SaaS probably has personas already identified into their platform For others or those with intermediaries, use job titles as a preliminary identification method. Adjust strategies based on initial engagements.  👉🏽 Best practices continued in Part 2 here! 👈🏽

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revathimenon
9 months ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
posted in Deliver Customer Success
Customer Cheat Sheet: Some key points to consider as you roll this functionality out

The customer cheat sheet is the first of the many Generative AI capabilities that Gainsight plans to deliver over the next few months. As you leverage and enable your users on Cheat Sheet, here are a few things to consider:Value:Executive summary on what’s going with the account: If you are an exec, and If I were to ask you what are your top pet peeves, chances are that I will hear about those last minute customer meetings where you don’t get enough prep or the meeting prep is inconsistent across different teams and individuals. And if you are a CSM or any customer facing team member, you probably do not enjoy writing and briefing your executives for those customer meetings which sometimes takes hours. What customer cheat sheet would provide is an instant, high quality summary that leverages Generative AI to create customer summary from  unstructured and structured data including meeting notes in a quick digestible format. This summary also leverages RLHF (Reinforcement Learning from H

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10 months ago
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Sharon BokContributor ⭐️⭐️
asked in Deliver Customer Success
A Guide to Operationalizing Your CS Outcomes

To operationalize and connect outcomes, a structured approach is essential and helps focus your efforts from sheer activity to strategic value creation. In this blog article, Kate Griffin, VP of Professional Services for nCloud Integrators, discusses a framework for operationalizing your Customer Success (CS) outcomes and 4 essential principles that can help you unlock the full potential of your CS efforts. Read the article here: Maximizing Value: A Guide To Operationalizing Your CS Outcomes (ncloudintegrators.com) 

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S
10 months ago
smondreti
smondretiGainsight Employee ⭐️
posted in Deliver Customer Success
Introducing Gainsight Benchmarks - a new way to compare your post-sales performance

What’s a good CSM to Account Ratio? What about Avg. ARR per CSM? How does NRR & GRR compare in the segment we operate? How do we benchmark ourselves against our peers for these types of performance metrics?These are some of the typical questions that come up across our customer base and across the market. However, finding reliable sources that consolidate post-sale KPIs for comparison with peers in your segment is challenging, if not impossible. The problem further deepens, as these metrics are constantly changing as companies mature and develop Scaled & Digital CS approaches.Don’t worry, It’s going to be a problem of the past with the arrival of Gainsight’s new Benchmarks tool.Gainsight Benchmarks will help companies identify areas of strength and opportunity across 8 post-sale KPIs. You can analyze KPIs with interactive visualizations and filters to narrow down the metrics to the segment you belong to.Get Started with Gainsight Benchmarks with three simple steps!1.  Log into

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Kenneth R
10 months ago
nick_morris
nick_morrisGainsight Employee ⭐️
posted in Deliver Customer Success
Gainsight Leader Day in the Life Webinar - 1/31/24

I’m excited to be hosting a webinar that has been a popular one amongst customers that I’ve done it 1:1 with, so I thought I’d try it as a webinar. Join me for a session on how I leverage Gainsight on a daily basis to manage my team, and how you can also supercharge your use of Gainsight to get meaningful insights that help drive proactive actions to achieve stellar customer outcomes! 📅 Date: Wednesday, January 31, 2024🕒 Time: 1pm CT📍 Where: Register Here 🚀 Webinar Highlights:Manage your team and customers efficiently using Gainsight. Identify missing processes and reports in your operating rhythm. Establish clear expectations for your team to drive proactive actions. Let me know in the comments below if there is anything in particular that you’re looking forward to hearing about in this session, or if you’re doing anything in particular today to manager your team that is working especially well that everyone should know about! 

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nick_morris
10 months ago
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SumalathaGainsight Employee ⭐️
posted in Deliver Customer Success
Recording: Day in the life of a CSM Manager - Mastering Gainsight for Effective Customer Success Management

If you missed our webinar on January 31 on A Day in the life of a CSM Manager - Mastering Gainsight for Effective Customer Success Management hosted by Nick Morris, Manager, Customer Success, Gainsight. You can find the recording and a copy of the slides below.During this webinar we discussed:Manage your team and customers efficiently using Gainsight. Identify missing processes and reports in your operating rhythm. Establish clear expectations for your team to drive proactive actions👉🏼Slides 

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S
10 months ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Deliver Customer Success
Quantitative Customer Health Metrics for B2B SaaS

What are your top 3-5 metrics for measuring Customer Health?We don’t use Gainsight CS yet (hopefully down the road). We’re just getting our feet under us in a reorganized/refocused CX org under a new Chief Customer Officer. Our historical way of measure customer health relies on a lot of subjective data and qualitative inputs. We’re looking to switch to tangible, quantitative metrics that remove subjectivity. Customer Health will be one side of the coin, sentiment (NPS) will be the other.Industry: B2B SaaSSaaS: app-building platform 

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seth
10 months ago
aaronhatton
aaronhattonHelper ⭐️⭐️
posted in Deliver Customer Success
Why Personalization in Digital Customer Success Matters: A 400% Surge in Webinar Registrations!

Yes, you read it correctly – we achieved an astonishing 400% increase in webinar registrations! Setting the StageIn the realm of webinars, it's easy to find solace in routine – the same emails, in-app banners, and messages sent uniformly to all our customers. However, true progress arises from challenging the norm. That's precisely what unfolded in our latest webinar. The Power of PersonalizationHypothesis: Personalizing messaging based on the customer's role will significantly enhance registrations and attendance.It may sound straightforward, but the impact was extraordinary. We set out on a mission to test the transformative power of personalized communication.The ExperimentWe decided to shake things up by crafting two versions of every email, in-app engagement, and every piece of communication. The personalized version was tailored to the unique roles of our diverse customer base. Then, with bated breath, we hit send. Unveiling the ResultsThe outcome was nothing short of spectacular

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aaronhatton
11 months ago
revathimenon
revathimenonGainsight Community Manager
published in Deliver Customer Success
WorkTango’s Digital Journey: Cracking the Code (Part 1)

Hello community friends!👋🏽When it comes to the Digital Customer Success world, you all know by now that my excitement knows no bounds. 😄 And I was fortunate enough to meet & learn from the powerhouse team at WorkTango who leads the digital segment there. We dived into their dynamic journey of crafting a digital segment, navigating challenges, unlocking growth opportunities at every turn and not to forget a key part - hiring for a Digital CSM role and the practical lessons around that. But first, let’s meet the exceptional team behind this: Dre @dre.heffington - Sr. Manager of Account ManagementDre oversees multiple segments of WorkTango's Customer base and is dedicated to operationalizing retention and revenue, while scaling processes to deliver efficient and repeatable outcomes. Because of this, she is passionate about the world of Digital CS and works to continuously improve the customer experience using data and automation.  Laura @Laura Rexford  - Vice President of Customer

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dayn.johnson
11 months ago
revathimenon
revathimenonGainsight Community Manager
published in Deliver Customer Success
WorkTango’s Digital Journey: Cracking the Code (Part 2)

Hi everyone,As promised, we are back to the 2nd part of this series and things just keep getting more interesting chatting with @dre.heffington, @Laura Rexford & @barbnitke . Let’s dive right in!⭐ICYMI - Part 1 Recently, you also introduced a Digital CSM role in your Digital journey. What inspired the decision? What are some key skills of a Digital CSM that’s important? “ Quantity or managing to scale was the major reason for the decision.” All companies face the issue of limited staffing and resources, so we tend to have to make a pivot to ensure we continue to create exceptional experiences for all multitudes of customers. Effectively managing at scale through digital channels is crucial in achieving this goal. It also works well since it aligns with the kind of experience the customer wants. Customers do the majority of their work digitally - how they purchase, researching on their own, looking for partners who can deliver. That doesn’t change once they become a customer. “It’s

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revathimenon
11 months ago
aaronhatton
aaronhattonHelper ⭐️⭐️
published in Deliver Customer Success
Level up your Digital CS strategy with Calendar booking links

Scheduling meetings can be very time consuming; and can often be the reason why customers don’t schedule meetings at all. Reducing the friction between both account management teams (i.e - Customer Success Managers, Account Managers, Solution Architects, etc.) and customers can help significantly with improving the response rate of your requests for a meeting. One tool to help with this is Calendly. A popular calendar booking service that allows third parties to select a time slot that is convenient for both them and you, without the need for long email chains back and forth. Calendly in particular has some great features such as round-robin scheduling (great for pooled teams) and group bookings (great when you want both a Customer Success Manager and Account Manager to attend). Once your team has selected a tool such as Calendly, the next challenge is getting your customers to book the time at the right point in their customer journey. This can vary between all sorts of different use

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Wihoward
11 months ago
nbelanger
nbelangerGainsight Employee ⭐️
posted in Deliver Customer Success
Are You Ready to Elevate Your Customer Success Game?

Over the last year, customer success has seen some serious changes, in tech and SaaS. With the ever changing market teams have had to switch up their game & recalibrate their strategies – it's all about being one step ahead.Customer Success folks are now like tech-savvy detectives, using data to cook up personalized solutions and building rock-solid relationships.Join me on Wednesday November 29th at 1pm est as I’ll be hosting a session that details how I use Gainsight to manage by book of business as an Enterprise CSM tackling unexpected hiccups head-on and setting the stage for future wins.How to jump in: Registration Info BelowMastering ROI: A Day in the Life of a Customer Success ManagerWhat to ExpectInsights- Dive deep into the day to day of a Gainsight Customer Success Manager & learn how to create efficiencies using Gainsight ROI Unveiled- Learn the proactive strategies you can employ to show strategic value to your customers Ask Anything-Got burning questions? Ask away!

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nbelanger
1 year ago
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mstollenwerkGainsight Employee ⭐️
posted in Deliver Customer Success
CSM Roundtable Follow-up: Transitioning from Reactive to Proactive Risk Management

A big thank you to everybody who attended our recent CSM roundtable on Transitioning from Reactive to Proactive Risk Management where we did a quick review of this No Surprises - How CS Can Minimize Your Risk and discussed Risk Management strategies from the lens of the CSM. Whether you made it to the event or not, we’d love to continue the conversation here and collect your feedback on any topics for us to incorporate into future CSM Roundtable sessions.  Feel free to add any burning questions/thoughts/ideas here for us to answer!  You can find the recording here, and the discussion slides are attached.  Thanks!

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M
1 year ago
gpedenzini
gpedenziniGainsight Employee ⭐️
published in Deliver Customer Success
Getting Started with Change ManagementBlog

Whenever we are in a position of having to “influence and adapt” someone’s behavior, you are in the business of practicing Change Management techniques, especially when it comes to doing it professionally in your team, department, or organization. There’s usually a need to alter the status quo, a vision and a sponsor, a strategy to inform the rest of the affected people and train them to perform at their best abilities in the new expected “way of working”, while fostering a climate where they could thrive and achieve milestone after milestone. So what is Change Management? Most of the time it’s used as a buzzword to describe an indefinite set of actions and processes that, together, should create the perfect recipe for success. How I see it, it is the simplest way to lead, in a human-first manner, a group of people from scenario A to B. So let’s set our scenarios: Scenario A is when, for example, you are working as a CS Lead or a CS Ops Lead for your SaaS company, which has just signed

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gpedenzini
1 year ago
nbelanger
nbelangerGainsight Employee ⭐️
posted in Deliver Customer Success
Webinar Recording: Mastering ROI: A Day in the Life of a CSM - November 2023

Missed the webinar on Mastering ROI: Day in the Life of a CSM” for an inside look at how Gainsight CSMs are redefining customer success through data-driven, prescriptive approaches that not only foster customer loyalty but also drive ROI while effectively mitigating risks.You’re in luck! You can find the recording and slides below. If you have any questions, please thread them below!Here is the recording from the webinar and the deck is attached!  

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nbelanger
1 year ago
aaronhatton
aaronhattonHelper ⭐️⭐️
posted in Deliver Customer Success
Elevating Your Digital Customer Success: Gainsight’s Top 5 Toolkit Essentials

In the realm of digital customer success, having the right tools at your disposal can be a game-changer. These tools can help empower you to navigate customer engagement and satisfaction seamlessly. At Gainsight, our journey in crafting exceptional customer experiences has unveiled a toolkit with invaluable resources. Here, we unveil our top 5 tools to elevate your digital customer success journey. 1. Gainsight Customer Success Platform: Your Command CenterAt the heart of our arsenal lies the Gainsight CS Platform—an all-encompassing hub tailored to orchestrate and streamline customer success operations. This platform acts as our command center, offering a panoramic view of customer data, health scores, and engagement metrics. It empowers our teams to proactively identify risks, and opportunities, and personalize customer interactions for maximum impact. 2. Gainsight Product Experience: Precision in Product Adoption and Customer VoiceGainsight PX not only enables us to understand user

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aaronhatton
1 year ago
M
moellerbriannaContributor ⭐️
posted in Deliver Customer Success
Engaging Existing Customers Strategy

Hi All! We have developed our Digital Customer Experience program's foundation, ensuring we connect with every new customer for their first year of engagement. Still, I’m curious about what JO strategies you've implemented to engage existing customers who are 1+ years old. We want to create meaningful and intentional content to make customers feel valued throughout the customer journey. 

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dayn.johnson
1 year ago
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Richard WhaleyContributor ⭐️
asked in Deliver Customer Success
Account Management/Inside Sales - Discussion Partner Wanted!

I’m a Gainsight user and leader of an Account Management Team with a focus on sales in particular and am hoping to find someone in a similar position elsewhere to speak with and share some best practice ideas with.Not necessarily only about GS usage, but a chance to learn from each other and grow together over a call or two.Would be great to hear from you if you’re interested in catching up.Rich

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R
1 year ago
gpedenzini
gpedenziniGainsight Employee ⭐️
posted in Deliver Customer Success
How do you shape your Change Management Strategy?

Have you ever been in a position where you had to influence people? If you, like me, are curious on the WHY sometimes a team or a project succeed and achieve all their goals, while others fail, without seeing little to no value, then join me in our upcoming Change Management webinar! Details below:Date & Time: Thursday, Dec 7th, 2023, at 3.00pm GMT! Registration Link What to Expect:Fundamental Pillars to get started with your Change Management Strategy; Gainsight ROI when building Change Management best practices - how you can leverage the tool for your strategy; Q&A at the end of the session - Got burning questions? Ask away!  Let’s start the conversation already, in the comments below, as I’d love to hear from you what’s top of mind in this area. And if you are an expert already, how have you started a Governance framework or Change Management strategy in your organisation/team? 

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hcarroll
1 year ago

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