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Explore inspiring success stories and best practices for effective Customer Success

  • 639 Topics
  • 1,651 Replies
Jessica.Quazza
Jessica.Quazza
started this topic

📚 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 l...
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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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639 Topics
S
SrikanthGainsight Employee ⭐️
asked in Deliver Customer Success
Changes in Global tab CTA level not reflecting in Company level CTA layout when changes are made at Company level

Hello Team,When we add any fields in CTA layout at Global level, they will be reflected at Company level for that CTA type.But when we add any field directly in Company level CTA layout and then try to add from Global level for that type, new field will not be shown.Can we change this behavior so that whenever we add new field at Global level, they will be updated at Company level irrespective of changes at Company level layout.Thanks & Regards,Srikanth

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S
2 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Deliver Customer Success
Managing Churn in a SaaS Business

Mark Roberge of Stage 2 Capital, and Jake Tauscher from G2VP, recently interviewed ~50 leaders at mid-sized SaaS companies, to identify decisions they made that did or did not affect churn. Specifically, they focused on decisions concerning the ‘Customer Success’ function.  In the process, they learned: For over 2/3 of the companies interviewed, churn was a key performance metric for a frontline Customer Success Manager. High-growth SaaS businesses have lower churn. Companies that served larger customers ($50M+ in revenue) with larger contracts ($75K+ annually) experienced lower revenue churn.  Charging for customer success did not predict churn. Curious to read more of their analysis. Click here for their complete blog post.

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J
2 years ago
tom_wix
tom_wixContributor ⭐️⭐️⭐️⭐️⭐️
published in Deliver Customer Success
What Makes A Good CTA ?

A new system Gainsight, wonderful.   A new way to work proactively, instead of reactively.  What are these Call To Actions (CTAs)?   Within the tool, there is an easy way to create an action (task) based on some activity that has occurred or some situation that exists or perhaps there is just some periodic task that should be scheduled. The next bit of information is going to assume the reader is aware of the CTA feature, in general.So what makes a “good CTA?”  Without using the canned answer of “it depends”, let me share a couple suggestions around a few specific pieces of a CTA;  title, status, priority, type, etc. First of all, don’t just create a CTA because you can.   CTAs are easy to create, but one should make sure the CTA has an action that can be taken – hence the name “call to action”. Make sure you are creating a CTA, that has a task or set of tasks that should be completed by the assignee. Creating a CTA, just for awareness, can be valuable, but may end up being clutter in

105814
I
2 years ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
posted in Deliver Customer Success
[Recording] GS Admin Slack Meetup Webinar: JO Reporting and Email Logs v2

Session: JO Reporting and Email Logs v2Speaker: Dan WiegertRecording: https://hello.chorus.ai/listen?guid=fa5cdadb0e124c7995e6c2af072158d9

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sarahmiracle
2 years ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
posted in Deliver Customer Success
[Recording] GS Admin Slack Meetup Webinar: Leveraging Journey Orchestrator + Share360 to Drive Engagement

Session: Leveraging Journey Orchestrator + Share360 to Drive EngagementSpeaker: Kendra McClanahanRecording: https://hello.chorus.ai/listen?guid=5561885acf96460bbe5af227a8899c23Slides: https://docs.google.com/presentation/d/1-0LYT8kGRyNZOcbIf1-VXah1-5A3F3Nx8gDEdq7tSCo/edit#slide=id.gf1a2f91adf_0_3976

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sarahmiracle
2 years ago
gautam.bawa
gautam.bawaContributor ⭐️
asked in Deliver Customer Success
Tagging Different Task Types for Email via Gainsight Assist

Hi Everyone, We use Gainsight assist to log our emails in the timelines. Is there any way to also log the kind of activity type without having to go into Gainsight later and update it?  As an example if I am sending an email which should be tagged as a Milestone or Renewal Conversation, I am currently logging it with Gainsight assist when sending an email from outlook. Once done I go into Gainsight and then edit the activity and change it accordingly?  Does any one have a better way of managing this?   

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gautam.bawa
2 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
June 2022 CS Ops Newsletter

Subscribe to this monthly newsletter here!  Hi there,This issue of the CS Ops newsletter is dedicated to a key principle for a key reason: In CS Ops, people frequently hire for tactical expertise, and CS Ops folks frequently focus on tactical execution, even though both groups want CS Ops to think strategically. This is because it’s hard to know how to interview for a strategic thought partner when you’ve never had one before, and it’s hard to become that person if you’ve never been it before. “I feel very fortunate to have worked with many very awesome, very supportive Customer Success executives who recognized early that by having conversations with me, their strategies got stronger.”  Emily Ryan, CCO @ Valuize Hold onto your hats for a mindset shiftWhen you step away from your desk in CS Ops at the end of each day, what if it didn’t matter so much how many things you got done? What if your only focus were, “How well did I stick to what I believe matters most about how these kinds of

1
matthew_lind
2 years ago
spencer_engel
spencer_engelExpert ⭐️
posted in Deliver Customer Success
How to deal with Duplicate Users in Gainsight

Most of the credit for this post goes to @sdrostgainsightcom, who shared the bulk of these steps with me during an office hours session a while back. I’ve since added a couple notes of my own, as I’ve been dealing with a few user cleanup projects in our org. I’m hoping this can be a helpful guide for anyone else going through this process (and selfishly, I’ll probably need to reference this myself in the future!).  ISSUE: When a username is changed in Salesforce for a user that is synced into Gainsight, the User Sync job, which uses the Salesforce Username as the upsert key by default to maintain the connected Gainsight User, creates a new user record:  The new Gainsight user has the SAME Salesforce User ID, but has the NEW username from Salesforce – this user will not reflect the applied Gainsight license, etc. since that info remains unchanged on the original user record with the now out-of-date username. This original Gainsight User will not be updated by the sync job going forward

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Marwan
2 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
April 2022 CS Ops Newsletter

Subscribe to this monthly newsletter here!   Hi there,Lately, I’ve been mapping CS Ops career journeys. What does the transition look like into CS Ops or into Gainsight Administration, and then upwards, and what resources do people need? Yet, for my own career, I find myself turning more and more away from mere information, and towards time with mentors, mentees, and peer coaches. I’ve realized how hungry I am for ideas from 'far-off lands,' and for a buddy who’s willing to poke at questions of, 'What matters most, in this case?'So, I hope that, in serving up the knowledge below, I’m creating a space where you can step back from your day-to-day, even though we aren’t sitting together over a beverage. Mostly, though, I hope that you can find someone outside your company to talk with about CS Ops. I’ve come to believe that there are an awful lot of people striving to maximize their ‘doing,’ and we could use more of us who strive to pause and attend to each other, since there's so much va

1
Marwan
2 years ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
posted in Deliver Customer Success
What's the best practice on NPS detractor scores?

Generally NPS are sent out to execs. But NPS (or product NPS) are delivered to the end user. I am going to assume that you are talking about NPS from a stakeholder or an exec and give recommendation.As soon as you receive a detractor NPS, someone should reach out. I say someone because it can be automated and look like coming from an inbox or it can be actual person responsible for the customer (CSM, AM etc). Gainsight recommends that the outreach comes from the Manager in fact and not the specific CSM. This is done so that if there is a concern around the CSM experience, the customer is able to have a frank conversation. For a high touch, mid-market segment, it is the manager who reaches out with a prepopulated automated email template apologizing for the experience and asking if the exec can throw light on the issue or be able to meet them. ​​​​​​​From what you gather from the conversation from exec, you would need to course correct the customer by opening a risk CTA (in case of Gain

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meenal_shukla
2 years ago
J
JoseContributor ⭐️
posted in Deliver Customer Success
How to celebrate client renewals (examples of how to reinforce a CSM and encourage them)

Up until today in my team, we have no way to reinforce the CSMs when a client renews. Winning takes effort and sweat so we need to find a way to: Motivate them, feel valued and recognized in the company Help them prioritize their goals as CSMs  Perceive client expansion and churn fighting as an opportunity to grow The Question: how can we celebrate when we achieve success with our clients?Does anyone have examples or best practises on how to do this in your company?What are the most effective ways to reward CSMs so they keep motivated to renew and renew more account each year? I was thinking about these 2 options: A) Monthly email to the team sent by the CSM Lead with summary of the renewals using positive languageD) Mention by CSM team lead or Founder on a slide in the Company meeting - congratulating them Any other hints on your end?Your suggestions would be super valuable :) Thanks so much

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anirbandutta
2 years ago
chelseahopkins
chelseahopkinsContributor ⭐️⭐️
asked in Deliver Customer Success
Managing Training Sessions/Webinair Attendance

Hey guys,I was wondering if anyone could offer any advice on how we can manage this scenario a bit better.We provide our customers with a software and we have a training team that delivers training sessions and webinars.At the moment users book via a zoom registration form, when this has been submitted our training team open a training success plan and link a pre-configured playbook.In that playbook there is a CTA called “Introduction Training” as an example, and if booked the training team will update the CTA to “Introduction Training - Booked”.Then after the training has been delivered the training team will export the attendee list from Zoom, add in the relevant GSID’s and upload the CSV to a program which sends users a follow up email with a link to their recording of the training and a feedback survey.When the follow up email is sent a CTA is created that is named “Introduction Training - Attended” that automatically closes 24 hours later.This means we can then pull a report on CT

2
anirbandutta
2 years ago
carsten_schuetz
carsten_schuetzContributor ⭐️⭐️
asked in Deliver Customer Success
Dedicated CSM for multi-national, multi-business-unit Enterprises

Hi Community,I was wondering if there are any best practices for the following: You close a deal with a multi-national enterprise and successfully expand product adoption to different business units.Each of these business units would like to have their dedicated CSM, with dedicated touch points, EBRs, etc., so for sure multiple-times effort for the CSM.Of course, usually you don’t expand with an ARR multiple of 2x, so consequence is that you will have a CSM who needs to manage e.g., 4 instead of 1 customers but within a single account.Is there any best practice how to deal with these situations that you’d like to share?Best, Carsten 

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anirbandutta
2 years ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
Creating Office Hours for your Organization

Over the past couple weeks,  I’ve received multiple questions about how to start or run Office Hours. This has become a key piece to our 1:many strategy here at Gainsight. We offer a few different types of Office Hours and each has a different outcome we’re helping to achieve.CSA Office Hours - These are geared towards Operations teams who have questions about how to do something technical in their instance.  CSM Office Hours - The Digital First CS team holds these once a month and deep dive on a specific topic to drive awareness and adoption. PX Office hours - Each month the PX team covers a topic to drive adoption of parts of the platform.5 steps to getting started:Start with a small group of customers - This allows you to be more intimate setting as well as get rapid feedback on the program. As we rolled out our Office Hours, we started in our Pooled CS segment. Be aggressive with your invite - I don’t mean to invite the same person multiple times. However, since you’re starting sma

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lane_h
2 years ago
S
SrikanthGainsight Employee ⭐️
asked in Deliver Customer Success
Numeric values stored in the column are rounded off when used in Cockpit view. Can we show decimal values instead of rounding off?

Hello Team,We observed that the number field is getting rounded off to the nearest integer when it is used in Cockpit UI.Can we show actual number instead of rounding off?Usecase:Customer has a custom field of number type(2 decimal values are allowed) in Call to Action object to track duration.When duration is filled as 0.25, it is rounding off to “0” and when we use “0.5” or above, it is rounding off to 1.Customer wants to show the original value instead of rounded off value.Can we do that. Thanks & Regards,Srikanth 

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S
2 years ago
N
natalie.dalessandroContributor ⭐️
asked in Deliver Customer Success
Success Plan Custom Field Hints

Hello Gainsight Community! I am hoping to get your help with a question. I am looking to add a custom field in Success Plans, and I am wondering where it says "Insert text here" in grey (on a rich text field) - is it possible to change that to add a hint? 

0
N
2 years ago
samwagoner1775
samwagoner1775Gainsight Employee ⭐️
asked in Deliver Customer Success
Save Multiple Success Fields

The client is having an issue with saving multiple data fields.  The rich text fields on the Success Plan are causing issues for my team. When they have two fields open to add notes, such as Company Description and Business Objectives, they can only choose to save one field, which then removes all text from the other open field. Is this a known limitation within the Horizon success plans? Or is this a bug specific to our instance? They have also expressed issues with the format options and ability to use bullet points and copy/paste options.I have attached two screen shots. One is prior to pressing save, and the other is when I click save on the business objectives field. You can see that the company description disappears.I cannot provide support access, but can send you additional details if needed.Thank you!(Also, there is no option to say this case is about Success Plans in the field below)  

1
andreammelde
2 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
[Recording] Enabling CSMs to Use Gainsight

The Gainsight Global Admins Meetup Group got together in April 2022 to share ZoomInfo’s success story and tactics in launching Gainsight to their CSMs.Watch the RecordingThank you to @karentaylor for your incredible thought leadership, and to @gunjanm for helping make this happen! Congratulations to both on your launch Find out about these meetups in the future by joining the Meetup Group.

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seth
2 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
Recording: Blending Digital and Human Touchpoints in the Customer Journey

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in March 2022 about how to blend digital and human touchpoints in the customer journey. Here’s what we learned!🎞️️️️ Recording of key takeaways from each breakout room 📝 Note-taking slides from the breakout roomsLearn about these meetups in the future by signing up for the monthly CS Ops Newsletter.

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seth
2 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Moving from SFDC to NXT

Hoping to get an idea on how much change management/retraining you had to do for your teams if you moved from SFDC to NXT.  Anyone willing to share what to expect?  Thanks!

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gunjanm
2 years ago
jaredjasso
jaredjassoContributor ⭐️⭐️
asked in Deliver Customer Success
User License Maintenence/Audits Process?

Hello, We are also looking for a better process on our user/license managment. Wondering what other teams are doing to track their user licenses as well as how they are set up if a new user joins. We woud like to track and audit this periodically so that we know which users are applied which licenses.  Does anyone have a process that they have seen work around this idea?  Thank you for any feedback!

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jaredjasso
2 years ago
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sdalyContributor ⭐️⭐️
asked in Deliver Customer Success
CSM Salary Benchmarks

Hi there!  Does Gainsight have Salary benchmarks for CSMs (associate, senior)?

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S
2 years ago
Dylan.Shields
Dylan.ShieldsContributor ⭐️
asked in Deliver Customer Success
If you have a pooled CS team / 1:many team - what is their job title and the manager or the team's job title?

Hello! We have a team of “pooled CSMs” that operate in a 1:many model.  If you also have this model at your organization, what do you call this role, and what do you call the manager of this team? Do you simply call them “CSMs” and “Manager of Client Success”, or something else?  Thanks for contributing!

7
theresalucius
2 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
Recording: "New Release Review - Love It or List It?"

The Global Gainsight Admins meetup group got together to discuss highlights from the January/February 2022 (v6.31) release. Thanks to Anastassia Goidina (LinkedIn | Blog) for leading the conversation! 🎞Watch the Recording Highlights from the Zoom chat:On the Gong integration: We use Gong - have heard that’s coming in April On the Cockpit Task View: This is my favorite one!!! I got sooo many requests from users for this. Even to the point of me making my own version of this as a report on their dashboards This is so Awesome!!! My people will be very happy :-) One call-out is that if the CTA doesn’t have any tasks, it won’t show up in task view (that’s the last I heard!) I’m capitalizing on a captive audience to vote up a Product Enhancement for a Cockpit View that includes both Tasks and CTAs with 0 Tasks. https://community.gainsight.com/cs-product-ideas-21/enhance-the-cockpit-views-to-have-1-view-for-tasks-and-or-for-ctas-without-tasks-42063  The only thing I wish they’d do to i

0
seth
2 years ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
How do you keep track of and record data on account changes (churns and transfers)?

How do you track account changes in Gainsight?  We're looking to have more data on how accounts change in a given quarter, such as keeping track of the number of accounts that Churn in a given quarter and the number of accounts that transfer ownership in a given quarter.In addition to the number, we’d want to be able to drill down to the specific records. For example: In Q1’22, Sarah Miracle had:3 accounts transferred out of her name in Q1’22 Company A, B, and C 4 accounts transferred into her name in Q1’22 Company D, E, F, and G 5 accounts churned in Q1’22 Companies H, I, J, K, L  Currently we do leverage a rule to update company status to Churned if certain criteria is met, but we are not recording any other information about that (date of churn, for example).

4
alizee
2 years ago

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