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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
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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
thomas_lipscomb
thomas_lipscombContributor ⭐️⭐️
asked in Deliver Customer Success
Capturing data from the End of a Stage?

Hi I'm wondering if anyone captures data at the end of a stage and how this is done? As an example I'd like to know what a customer's health score was when they were done with on-boarding.  Is this data persisted anywhere?

550
thomas_lipscomb
8 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Rules Engine Help - Prevent a CTA from firing if one was recently closed

We have a field that we're using to fire a CTA when the client doesn't hit a usage benchmark. That field is only populated for accounts where the benchmark isn't reached. I'm trying to write the CTA so that the CSM only gets the alert one time in a 30 day period. So, how do I prevent the CTA from firing again for an account where the CTA has been closed in the 30 day period?

470
darkknight
8 years ago
linda_lam
linda_lamContributor ⭐️⭐️
asked in Deliver Customer Success
Freezing Health Score Color for Will Churn/Churned Customers

Hi team,  Does anyone know of a way we can freeze a churned/will churn customer's health scorecard in Gainsight so that we can start reporting on trends? When a customer churns, we move them to the "Churned" Stage and our CSMs will close out the CTAs as Closed Risk to clear out the noise in their cockpit. Since our scorecard colors are driven by specific reason codes, once the CTA is closed, each measure will turn green the next day. This causes a problem for our churn analysis downstream. Any tips on how you can keep the cockpit clear but also keep a record of all of the risks identified in the customer account? BONUS question: We were also thinking of trying to find a way to operationalize "If a customer is in Churned Stage, then the Overall Health Score = RED (or black) or some really obvious color" Any tips on this? Thanks! Linda

570
abhishek_sivaraman
8 years ago
will_robins
will_robinsHelper ⭐️
published in Deliver Customer Success
Tales of Groc: the Customer Success Caveman

Tales of Groc: the Customer Success Caveman Installations of Tales of Groc will be released bi-weekly [i]Geologists from Stanford University recently made an astounding discovery. Drilling core samples in Palo Alto, a thousand feet below Sand Hill Road, they discovered the fossils of an ancient civilization. They're excitement grew as excavation revealed a Neanderthal community with complex tools, written language, and a primitive subscription economy. [i]A paleo-forensic team pieced together the daily life of one adult Neanderthal that lived there 40,000 years ago. They've published his narrative below, and titled their work the Tales of Groc, the Customer Success Caveman. Chapter 1: Blindside Churns Groc arrived at the office bleary-eyed. His 6-month old cavebaby had been crying all night. He’d had a thin breakfast of squirrel and pine nuts and he had a mountain of EBR prep to get done. As he approached his desk, he could see a stone tablet with writing on it. Groc’s

370
kraspgainsightcom
8 years ago
matthew_lind
matthew_lindVIP ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Sponsor Tracking - Set CTA when # of Contacts Tracked is 0

Has anyone successfully written a report or built a CTA to fire when the Number of Contacts tracked in Sponsor Tracking is 0? We haven't solved for this one yet, mainly because Gainsight (and a lot of force.com, for that matter) cannot detect the absence of something. My leadership team wants to see how many customers have 0 tracked contacts, and then to fire a CTA when this occurs so it can be remediated.

400
smorrisgainsightcom
8 years ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
asked in Deliver Customer Success
NPS Best Practices: Questions, Processes, Feedback

We are going through the process of re-evaluating our NPS Program. I would love to hear how others here do NPS.  Some of the areas I'm specifically looking for input on are: How do you create buy-in across your company to empower others to followup and create change for responses? How many questions are on your NPS survey? What processes do you have in place to ensure timely followup and follow-through on responses? How do you increase your response rate?

1070
tzundelgainsightcom
8 years ago
naquiyah_cash
naquiyah_cashContributor ⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Changing chart colors in charts created using MDA data

Hi Anyone have any idea how chart colors can be changed when charts are created in Reports 2.0 using MDA data? More like is this even possible? Mainly because below you can see the two Green colors are almost so similar its confusing to which metrics this is referring to.

670
sumesh
8 years ago
shashank_sharma
shashank_sharmaContributor ⭐️
asked in Deliver Customer Success
How marketing can leverage the GS tool to make the most out of it?

Hi, I am new to Gainsight and looking to get some information on how Customer Marketing teams can leverage the tool to keep the customers engaged and enhance the customer experience. We are using Marketo to run our Marketing initiatives and have it integrated with Gainsight. It would be helpful for us to know the best practices of using the integration and the value it provides. Any inputs on how you're using these tools together would be very helpful. We thought of running some campaigns like Client Onboarding, Cross-sell, Up-sell, product usage related, etc. from Marketo. Thanks, Shashank Sharma

750
sundar
8 years ago
corey_pudhorodsky
corey_pudhorodskyContributor ⭐️⭐️
asked in Deliver Customer Success
Fiscal models for CSM hiring plans?

I am curious if anyone can share models that they have used for understanding the loads of their CSMs and hiring models as it relates to sales pipeline. I am working on some of this internally and would love to learn from what others have already done. 

260
elaine_cleary
8 years ago
trevor_shand
trevor_shandHelper ⭐️
asked in Deliver Customer Success
If I knew then what I know now...

My company is new to Gainsight and we are about to start the implementation. Any tips, thoughts, ideas you have for a company brand new to Gainsight, things you wish you had known before you started?

1740
jd_griffis
8 years ago
anne
anneContributor ⭐️⭐️⭐️
asked in Deliver Customer Success
Internal Change Request Document?

I am wondering if any CS Ops teams have implemented a change request document for changes to be made in Gainsight...as an example, removing fields from the attribute section of the C360.  My thought is that this will be helpful in getting approval from the CS Ops team to make the change, providing the reason behind the change, and then most importantly, having a 'paper trail' of what has been done and why.  I would prefer not to recreate the wheel if someone has already done this.  And, I'm interested in hearing how other teams handle changes in Gainsight. Thank you! ~Anne

400
sarah_couch
8 years ago
ed_bazel
ed_bazelContributor ⭐️
asked in Deliver Customer Success
Elevator Pitch for Customer Success To Interal Team?

Checking to see if any of our Customer Success professionals here have an elevator speech about Customer Success that you deliver to your internal IT team?   We have developed one, but our internal team - still seem a bit confused and reluctant about what we do.   Churn hasn't been an issue, but they wonder if we are stepping on their territory.  Has anyone experienced this and do you have a winning elevator speech that we can explain to IT - so they can explain to the people they face on our Customers team?

7490
darkknight
8 years ago
lauren_marsh
lauren_marshContributor ⭐️⭐️
asked in Deliver Customer Success
Configure Scorecard N/A options to not effect the overall score

A couple of our scorecard measure have an N/A (not applicable) option  I've found that when people select this it skews the score down which makes sense since the grading scheme is set at the bottom with 0-1.  How do I allow for there to be an option for does not apply that will not effect the overall score?  Even if I make it 50/right in the middle that will also be an inaccurate representation of the overall score. Thank you, Lauren

2020
lane_h
8 years ago
kristin_f3c469
kristin_f3c469Contributor ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Sponsor Tracking - Details of changed included in CTA

We have a rule that creates a CTA when there is a change to a sponsor (Title, Location or Company). The details of the change, ChangedAttribute  NewValue and OldValue are captured in the tracking history. However, I need to include this information on the CTA so the rep know what changed. How can this be done?

510
anthony_sabato_be321d
8 years ago
marie
marieGainsight Employee ⭐️⭐️
published in Deliver Customer Success
7 Tips to Run an Effective Customer Advisory Board

Hi Community! Check out this new blog post by our Senior Director of Product Marketing, Puja Ramani, that shares her 7 tips to Run an Effective Customer Advisory Board. http://www.gainsight.com/2016/01/05/7-tips-to-run-an-effective-customer-advisory-board/

310
marie
8 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Product Suggestions

We're looking for ideas on how to pass product suggestions (or red flag issues) to appropriate parties via GS.  Currently, most of this is done via email as all our teams aren't in GS or SF for that matter.  I was thinking of creating a task in GS, and then, have a rule that runs when it sees that task, and either automatically sends an email to the correct group.  Anyone done anything similar or taken another approach?

330
heather_hansen
8 years ago
naquiyah_cash
naquiyah_cashContributor ⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Downloading list of CTAs from rulesengine

Hi All Does anyone know how we can download this list? Naquiyah

350
sdrostgainsightcom
9 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Custom Links

We have several different reports that our CSMs need to run frequently, and we're looking for a way to create links to those reports within GS.  Ideally, it would be great to be able to add a widget called Important Links, and then, add several links into that section for easy access.  Has anyone done anything similar or have other suggestions?

380
heather_hansen
9 years ago
claudia_belardo
claudia_belardoContributor ⭐️
asked in Deliver Customer Success
Integrations and analysing data from Community platforms such as Jive and Lithium

Does Gainsight have a way to integrate the analytics from platforms such as Jive and Lithium so that the Community activity of a customer can also contribute to their health score and alert to any potential issues?

580
dstokowski
9 years ago
tom_wix
tom_wixContributor ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Looking for a GS *Best Practice* for churned accounts

Unfortunately there are times where an account churns from being a customer.   And , unfortunately, there are a couple times when an incorrect account is loaded into GS. Its simple to find the account in a standard view and delete the account.   I was wondering if there was any best practice about perhaps "marking" the account as churned in GS versus deleting the account. The account is updated and altered in our CRM world as an inactive customer along with the appropriate notes.   But does anyone currently keep these accounts in GS and mark them as "lost"/"churned ?   Havent yet explored the idea of creating a rule to *delete* churned accounts automatically.   I assume if the accounts stayed in GS, the views , dashboards, perhaps rules would have to be adjusted. thoughts ?   feedback is much appreciated.

2320
tom_wix
9 years ago
tom_wix
tom_wixContributor ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Was wondering if "-" equals "true" when reporting on the Deleted data field ?

Was doing a Scorecard report and showing the metric values.   I decided to include a column in the report with the "Deleted" data field from the Customer object.   I am seeing the values of "false" and "-" and was wondering if "-" equals "true". Also, was assuming the data would by default only show if the scores were from valid / active customers or should we , by default, be sure to include "customer = true" as a default filter to most reports ?

660
tom_wix
9 years ago
gaurav_kotak
gaurav_kotakHelper ⭐️⭐️⭐️
asked in Deliver Customer Success
Seek your feedback on UI/usability to import Rules and Reports best practices

Hello customers, you may have already read about Gainsight Vault, released this month, which provides the ability for you to import best practices into your instance. Currently you can import various playbooks and surveys created by the Gainsight team.  We are planning to extend this functionality to import rules and reports as well. We would love to share and get feedback on the flow and user interface. Please let me know if you are available for a 30 minute or 1 hour group call. Thanks, Gaurav

410
jordan
9 years ago
ellenoangieslistcom
ellenoangieslistcomContributor ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Survey Response Visibility

Do most companies allow all their Gainsight users to see Survey Response and NPS Response text, or only some users? 

560
tzundelgainsightcom
9 years ago
devin_stevens
devin_stevensHelper ⭐️
asked in Deliver Customer Success
Survey Tasks

In the survey analytics, there is a "view details and followup" option for each question. From this view, it looks as if you can then create a task (or CTA?). However this does not currently work in any org I have access to. I've not logged a support ticket, because I thought this may be old functionality. Can anyone confirm this and update me/Lila? https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/User_Guides/Survey_Analytics (see bottom half for workflow and functionality I'm referring to)

490
praneet
9 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Checklists versus Strategies

Hoping to get some feedback on how others are using GS.  Currently, our teams are feeling more like our playbooks are more checklists.  It feels like our Success teams are very process heavy (partially because they are new.)  Looking for ideas or wins you've had in getting your teams to use GS to think more strategically versus transactionally.

140
heather_hansen
9 years ago

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