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Drive Product Adoption

Craft digital user journeys, understand user needs, and deliver sticky product experiences

  • 89 Topics
  • 132 Replies
Surendra
Surendra
started this topic

Cultivating Success: Best Practices for a New User Onboarding (PLG)

Product-Led Growth (PLG) is a strategic approach that utilizes the product itself to drive customer acquisition, activation, retention, and...
  • 6
  • 0
aaronhatton
aaronhatton
started this topic

Understanding your users better with Gainsight PX

Digital customer success is more than just creating automation or scalability. It's about creating  personalized & unique experiences fo...
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89 Topics
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Drive Product Adoption
Value Realisation : Unleashing the Potential of In-App Guides for Seamless User ActivationBlog

When the new user joins the platform, there will be a set of expectations and enthusiasm to find what’s in the product. While the user is exploring things enthusiastically every empty state can enable the user to get started with the feature only when they understand the potential of the feature, we call it user activation and at Gainsight we drive activation using In-app guides seamlessly. How can we do that?1. Find the user you would like to enable and create new behaviors2. Define their persona and what matters to them the most3. Identify the product features and use cases that meet the user goals4. Demystify the complex use case scenarios into simple walkthroughs5. Solve the question “what’s next” and reduce friction to initiate the flows6. Keep track of the nudges and refine as you go7. Analyze the behavior via adoption trendsEvery product is built to solve multiple use cases for multiple personas. So while making a list of golden features, it’s important to identify who we are tr

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Sruthimalla
11 months ago
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Drive Product Adoption
Cultivating Success: Ideas to measure engagement's impact?

Greetings, fellow Product Visionaries!Let's figure out how to check if your in-app engagements are really hitting the mark and giving value to your users. 1. Eyes on the ClicksFirst things first, let's look at the clicks. How many people are actually engaging with your messages or pop-ups? Think of it as checking how many folks took a bite of the delicious free samples you offered at your bakery. If people are clicking, it's a good sign they're curious and interested.Examples - If you are interacting with users using a1) Guide, then you can see the flow of users over the number of steps you have in the guide and completion rate.2) Slider, the you can see number of slides did the user view to number of people who completed the whole engagement3) Dialog, this engagement automatically marks as completed as it is pop-up and a single page, so seeing number of CTA’s received for this engagement makes more sense4) Emails, number of opens and number of button clicks should help you understand

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Surendra
9 days ago
aaronhatton
aaronhattonHelper ⭐️⭐️
posted in Drive Product Adoption
Understanding your users better with Gainsight PX

Digital customer success is more than just creating automation or scalability. It's about creating  personalized & unique experiences for your customers by leveraging the power of automation in a scalable fashion. In order to create a personalized experience, we need to first understand more information about our end-user roles and the goals they hope to achieve using your product or service.Whilst this data can be defined by your customer success team manually, it is an ominous task and can be very difficult to maintain or get right. By leveraging the power of Gainsight PX, you have the opportunity to ask your customers for this information directly, both at the beginning of their journey and also at regular intervals. If done right, you will maintain an up-to-date record of their role and the goals they hope to achieve from using your product.To achieve this, we at Gainsight, recently launched a new in-app engagement using Gainsight PX to ask our users directly. How did we build

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aaronhatton
2 months ago
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Tejkumar pabbaContributor ⭐️⭐️
asked in Drive Product Adoption
Unable to map the Richtext field in Rule action load to timeline

In the Rules Action Load to timeline, we are trying to map the Rich Text area field to the Note. However, we are unable to do so.

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H
2 months ago
spencer_engel
spencer_engelExpert ⭐️
published in Drive Product Adoption
CSM Pooled Model Documentation

Hi everyone! CSM pooled models (a.k.a. round robin CTA assignments) have been quite the hot topic lately with more and more customers looking for scalable ways to manage their long tail of customers.  I know @jean.nairon  and others have posted about this concept previously, and so I wanted to share a detailed solution, complete with thorough documentation and a video example from a dev org. Please note that this is meant to be a base foundation for a CSM pooled model, so you may well need to add more nuanced configuration to your own. I’m here to help with any questions or feedback!  First, let’s start with the prerequisites.   Queue CSM (string) - Purpose is to denote whether a CSM belongs in the pooled model. Manually update from Administration > User Management, and enter “Yes” if they are a Queue CSM. Otherwise leave blank.   Queue Next Up Number (number) - This is updated via rule(s) that you have in place for pooled CSM CTAs. In addition to the action of creating a CTA, there

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6 months ago
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tracyhigginsyoungContributor ⭐️⭐️⭐️
asked in Drive Product Adoption
Seismic Integration within Gainsight

Does anyone have experience with integrating Seismic into Gainsight?  I am envisioning a CSPM would be able to send Seismic resources to several contacts within an account in GS and have a report provided (within GS) as to which resources had been sent to which customers, when they opened it, etc.  Perhaps GS could “monitor” when the resource was viewed by the customer and create an automated CTA for CSPM with follow-up steps. 

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olimarrio
6 months ago
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AnitahgContributor ⭐️⭐️⭐️⭐️⭐️
asked in Drive Product Adoption
Best practices for including OEM partner in community

Hello, is there anyone with experience in incorporating OEM partners - those who sell technology under their own brand, not ours - into a community? I'm seeking best practices and insights on effectively integrating such partners onto our community. Thanks,

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Kenneth R
11 months ago
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Sharon BokContributor ⭐️⭐️
posted in Drive Product Adoption
Webinar on Dec. 14: The Power of Support Insights in Gainsight

  Gainsight customers can now leverage the power of data by using SupportLogic to bring AI-based, real-time signals from support cases directly into Gainsight! Join us at a Webinar on Dec. 14 at 11 a.m. PT/ 2 p.m. ET featuring:Brian Hodges, CEO & Co-Founder, nCloud IntegratorsKate Griffin, VP of Delivery Services, nCloud IntegratorsRyan Radcliff, Product Marketing, SupportLogicThey will guide you on aligning support and success teams, and:*Why immediate insights from customer support can have a profound effect on your customer relationships and retention.*The value of acting on escalation prediction, negative sentiment, and churn risk signals within Gainsight.*The technical details behind the Gainsight + SupportLogic integration.*How you can quickly leverage this integration.Don't miss this opportunity to equip your customer success team with actionable customer sentiment. Secure your spot here: https://lnkd.in/gtB2HJJv

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S
1 year ago
tomrbarry
tomrbarryContributor ⭐️
asked in Drive Product Adoption
What are the best practices for how often to run rules for a health score?

We are currently revamping our health score and the person who set up our previous score had rules engine run every night for the health score. We are curious what other companies do, is it best practice to update your Health Score every day or is weekly appropriate? Any tips or tricks and suggestions on best practices here would be greatly appreciated. 

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tomrbarry
1 year ago
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jennypinoContributor ⭐️
asked in Drive Product Adoption
Setting Sender Email as someone not linked to record.

When sending a survey,  we want the survey to come from the EVP of Sales.  He is not the CSM, Owner or any record tied to the account.  How do we set him as the sender if he is not linked anywhere on the record in Salesforce?

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J
1 year ago
Ehsan.Avazpour
Ehsan.AvazpourContributor ⭐️
asked in Drive Product Adoption
Scorecard Analysis

Hello all,I’m a newer Gainsight admin, ~ 1 year in the role, and am looking to perform a scorecard analysis.  We have been in Gainsight for less than 1 full year and I’m hoping to 1. identify good year 1 objectives for scorecard analysis, and 2. determine a good starting framework for this analysis.   thanks in advance for any guidance this community can provide me!

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matthew_lind
1 year ago
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Snow Digital CSMContributor ⭐️
asked in Drive Product Adoption
Are we able to pull data on template usage by Playbook and see which CSM's used what templates during specific months

Are we able to pull data on template usage by Playbook and see which CSM's used what templates during specific months.My team has requested the template usage data per Playbook like the Success Plan view which are available and viewable within the dashboard.My question is: Is there something similar to viewing the Playbook template data in Gainsight?

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S
1 year ago
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Mary KeerthiContributor ⭐️
posted in Drive Product Adoption
@mention Timeline email links opens in Direct NXT.

Whenever client opens an @mention email of Timeline Activity or CTA Notification, It's opening with the full window of Gainsight NXT tab of Salesforce but he is not getting an option to switch to the other tabs of salesforce. This is happening because of the user irrespective of Classic/Lightning mode we are generating the Classic Link. 

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M
1 year ago
laerickson
laericksonContributor ⭐️
asked in Drive Product Adoption
Conversation intelligence alongside Gainsight?

We are looking at obtaining an A.I. driven conversation intelligence platform, and I’m curious to know how this could play with Gainsight.   (i.e. is it possible to bring in customer sentiment from phone calls into Gainsight to help indicate Customer health?) If anyone has any experience with this or currently using Gainsight + an A.I. driven QA Platform, I’d love to chat!! 

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laerickson
1 year ago
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RTurnerContributor ⭐️
asked in Drive Product Adoption
Are webinars recorded?

A few weeks back, GS put on a webinar called “Day in the Life of a CSM: Driving Efficiency and ROI with Gainsight”.  I wasn’t able to attend live, but I hoped it would be recorded so I could watch it later, but I’m not able to find a recording.  I was really looking forward to this webinar and would love to watch if it is available somewhere.Thanks!

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dshorter
1 year ago
RebeccaRandle
RebeccaRandleContributor ⭐️⭐️
asked in Drive Product Adoption
Gainsight User Adoption

During onboarding I was taught how to look up end-user adoption of Gainsight but for the life of me cannot remember and have not found any helpful resources. Is anyone able to assist?

530
LiamGilleran
1 year ago
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jWalkerContributor ⭐️
asked in Drive Product Adoption
Trigger engagement if feature exists on a page

Hello, I’m hoping someone has some experience in this. We have a need to show different engagements based on different scenarios on a webpage. If a feature exists we want to show one engagement compared to another. I don’t want to trigger it based on if they click the feature but for it to show automatically on a page load. Does anyone have any experience with this?

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1 year ago
kathleenkenny23
kathleenkenny23Gainsight Employee ⭐️⭐️
posted in Drive Product Adoption
Analyzing Adoption and Churn

  Let’s get real for a moment….. We all know that your users won’t see value in your product if they aren’t using it.  We also know that even if they are using it, that sentiment is critical💕;  i.e. is adoption high because they have to use your product every day? Adoption without sentiment will ultimately cause Surprise Churn which no one can afford during these tough economic times. (Read more here on Durable Growth)  My favorite analogy for this is 🏋Buying a Gym Membership🏋:👎🏻 Buying the membership alone isn’t going to get you the results you want.  It doesn’t work that way (sadly!).  It’s the biggest reason why people cancel their memberships - they lose motivation as they aren’t seeing results but they probably aren’t seeing results because they aren’t using it! It’s a big Catch22. 🎯If you don’t know what your goals are, you’re going to feel aimless when you do go to the gym.  There’s a LOT of equipment (“features”) and it becomes a case of analysis paralysis. If your users

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kathleenkenny23
1 year ago
Tori Jeffcoat
Tori JeffcoatGainsight Employee ⭐️
posted in Drive Product Adoption
Where does (or should) Product Marketing fit in to release motions?

Hello Gainsight PX community! 👋 We have an exciting webinar coming up next week, as part of our On the Roadmap webinar series (discussing product strategies, key best practices, and insights from the product industry). Our next webinar is on Directing Traffic to Your Product: Achieving GTM Success with Product Marketing - a topic near and dear to my heart (and job at Gainsight 😉).  As a community of really amazing product folks, we wanted to hear from YOU what questions you have around the role product marketing plays in working with product around new releases (and in general), that we can address on our webinar.  A few starting questions we want to cover are:How do you measure the success of a feature release/launch, and whats needed to effectively support a new launch? When does (or should) product marketing get involved in the product development process? How does product marketing help drive release motions using PX? What other questions do you want answers to?Let us know in rep

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mgrefsheim
1 year ago
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Drive Product Adoption
Optimal approaches to engage with End Users and Buyers for feedback

It's important to be proactive in seeking feedback from both end users and buyers. By doing so, you can continuously improve your product to meet customer needs, enhance the overall experience, and strengthen customer relationships, which ultimately leads to business growth and success.  End users are the individuals who directly interact with and use your product or service. They experience its features, usability, and overall functionality. To collect feedback from end users, consider the following channels: Buyers are the individuals responsible for making the purchasing decision and may not be direct users of the product but have insight into the overall buying experience. To gather feedback from buyers, consider the following approaches: a. In-App or On-Product Surveys b. Email Surveys c. Customer Support Interactions d. User Interviews and Focus Groups e. Feedback Forms on Website or Landing Pages f. In-Product Feedback Widgets g. Usage Analytic

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heather_hansen
1 year ago
jmobley
jmobleyGainsight Employee ⭐️
posted in Drive Product Adoption
Building a Sturdy Foundation for Customer-Centric In-app Strategy!

Just like constructing a beautiful building, the key to a customer-centric in-app strategy lies in creating an incredibly sturdy foundation! 🏠By focusing on one step at a time and ensuring each is well-planned and executed, we can create a strong and reliable framework for elevating product adoption across different user types and at different key points along their journey. Laying the Groundwork - Identifying PersonasIn construction, architects carefully analyze the site and lay the groundwork before proceeding.Similarly, we encourage you to delve into user data and feedback to identify your top three customer personas—the Decision-Maker, the Product Owner, and your Standard User. Each persona plays a crucial role in supporting the structure of your product’s success.     The Decision-Maker - The Architect: The decision-maker, like an architect, holds the power to shape the project's direction. To win them over, provide value proposition documents, case studies, and materials that su

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jmobley
1 year ago
amandan
amandanGainsight Employee ⭐️
posted in Drive Product Adoption
Best practices to leverage Product Analytics effectively in Gainsight PX - Strategy

Product analytics in Gainsight PX refers to the process of collecting, analyzing, and interpreting data related to user interactions and behaviors within a digital product or application. Gainsight PX is a product experience platform that offers various tools and features to track and analyze how users engage with your software or application.Product analytics in Gainsight PX allows you to monitor and measure key metrics such as user adoption, feature usage, onboarding progress, conversion rates, user retention, and churn. By leveraging product analytics, you can gain valuable insights into how users interact with your product, identify areas for improvement, and make data-driven decisions to enhance the user experience.Gainsight PX provides features like event tracking, audience segmentation, funnel analysis, A/B testing, and user health scoring to help you gain a deeper understanding of user behavior and product performance. These insights enable product teams, marketers, and custome

460
amandan
1 year ago
Surendra
SurendraGainsight Employee ⭐️⭐️
posted in Drive Product Adoption
Cultivating Success: Best Practices for a New User Onboarding (PLG)

Product-Led Growth (PLG) is a strategic approach that utilizes the product itself to drive customer acquisition, activation, retention, and growth of customers. Onboarding: Onboarding is a critical process aimed at helping new users become familiar with a product, understand its key features, and achieve their desired outcomes. A well-designed onboarding experience ensures a positive user experience, reduces churn, and sets the stage for long-term engagement and customer loyalty. Here is a list of things to consider  for a new user onboardingWelcome and Account SetupThe onboarding process typically starts with a warm welcome message upon user registration or sign-up and helps them create a profile or account as per product requirements. Product Tour and Feature HighlightsProducts often provide a product tour or walkthrough to introduce users to the platform's key features and functionalities this can be achieved by interactive tutorials, tooltips, or guided tours. User Education and Re

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Surendra
1 year ago
amandan
amandanGainsight Employee ⭐️
posted in Drive Product Adoption
Best Practices for Mapping your Product in Gainsight PX - Strategy

Gainsight PX is a product analytics and user engagement platform. Product mapping in Gainsight PX refers to the process of associating specific product features or elements with user behavior and analytics data. It helps in understanding how users interact with different parts of a product, enabling product teams to identify usage patterns, track user engagement, and make data-driven decisions to improve the product's performance and user experience. By mapping product features, Gainsight PX allows businesses to gain valuable insights into user behavior and optimize their product based on those insights.Here are some best practices to consider:Define your goals: Clearly articulate the objectives you want to achieve by mapping your product in Gainsight PX. This will help you focus on the specific user actions and metrics that align with your goals. Identify key events: Identify the crucial user actions or events within your product that you want to track. These could include onboarding

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amandan
1 year ago
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vmbowenContributor ⭐️⭐️
asked in Drive Product Adoption
Email Assist--- Gainsight Timeline Banner in the way

Email Assist users in my org are having a difficult time seeing the email history within an email chain as the Gainsight Banner prevents this from being viewed. Once a previous email has been logged to timeline is there a way to get rid of that banner so that the email conversation is visible?     

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V
1 year ago

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