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Community News

The latest news and and tips on getting the most out of the Gainsight Community

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Kenneth R
Kenneth R
started this topic

Definitions of our Idea Statuses

As part of our recent project to merge the Gainsight and inSpired communities we made some changes to the statuses of our ideas in order to...
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Keep using your Community account when changing companies

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Let’s Introduce Ourselves!!

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366 Topics
anirbandutta
anirbanduttaExpert ⭐️
published in Community News
Where is my badge?
Where is my badge?Blog

Ranks and BadgesRanks accrue over time based on your depth and variety of engagement on the Community indicating the value brought to the Community by the member over time.This is Automatic and denoted by the icons against your profile pic. Read about our Ranking system on the post below.  The Badges you spot in the pop-out while hovering over the user profile pics or on their profiles are tailored for the various initiatives the user participates in that Gainsight offers on the Community and are Manually assigned by the Community team.Initiatives like what certifications did they do, are they participating in a Beta, did they attend (or speak) our annual Pulse conference and other badges that might be more exclusive for certain groups of advanced users.Does your profile miss a badge?Let’s make it simple to address... please let the Community team know on this thread and we will look into it.A great example (above) of cross-checking whether your Certifications are also reflected on you

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wor_csops
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Chase.VaughtContributor ⭐️
published in Community News
7 Must-Have Plays for Customer Education That Drives Growth—Not Just Onboarding

Customer education shouldn’t stop at onboarding.This playbook gives you proven strategies to drive product adoption, retention, and long-term growth.From scalable self-serve training to strategic content refreshes—these are the plays CE pros swear by. 📩 Download the playbook 📩

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Chase.VaughtContributor ⭐️
published in Community News
The Definitive Guide to Customer Education Metrics

Not sure what to measure in your customer education program? You’re not alone.This guide breaks down the essential metrics every CE pro should track—covering adoption, engagement, impact, and business alignment. If you’re trying to prove value to leadership (or just want to make smarter decisions), this is your new favorite download. 🎯Get the guide 🎯

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Chase.VaughtContributor ⭐️
published in Community News
The State of Community in Customer Success Report

Turns out, community isn’t just “nice to have”—it’s mission-critical.This report dives deep into how CS and Community leaders are using community to scale success, accelerate product feedback, and drive expansion. Whether you’re running a mature program or just getting started, you’ll walk away with data-backed benchmarks and fresh strategies.Trends, benchmarks, and insights await⬇https://www.gainsight.com/resource/the-state-of-community-in-customer-success-2024-report/   

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revathimenon
revathimenonGainsight Community Manager
published in Community News
From the Community Desk: July 2025

Hey there everyone,We’re back with a refreshed version of the Community news : From the Community Desk.It’s an opportunity for us to share key updates, spotlight amazing moments, and celebrate all of you who make this community what it is.This one’s a little longer than usual, but trust me—it’s packed with good stuff. Totally worth the scroll. 😉Let’s kick things off with a milestone worth celebrating: 🔥We’re closing in on 15,000 members!🔥 When I joined Gainsight nearly 3 years ago, we were just over 8,000 strong. Watching this family grow has been nothing short of heartwarming. 💜 ⚡Hall of Fame Let’s take a look at our shiny leaderboard! Our leaderboard highlights the all-time points of community members who’ve consistently shown up, helped others, and racked up some serious points over time. Customer Leaderboard Gainster Leaderboard ​@bradley  (Anaplan) ​@revathimenon  ​@DannyPancratz  (Unqork) ​@rakesh  ​@darkknight  (Relativity) ​@Kenne

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matthew_lind
sai_ram
sai_ramExpert ⭐️⭐️
published in Community News
Let’s Introduce Ourselves!!
Let’s Introduce Ourselves!!

Hi All, Hope you all are doing well!Most of you already know me, but I want to introduce myself and welcome new joinees to the community! I also want to encourage new users to introduce themselves here, so we can know each other better and communicate quickly.I‘m Sai Ram and I’m the Community Manager at Gainsight, based in Hyderabad, India. I’ve worked here in a few different departments, and I’m knowledgeable with all areas of the products. I consider myself an expert on C360, Relationships, Scorecards, Cockpit and Timeline.I’m responsible for managing Community communications and I make sure information flows fast between customers and the product team. I also monitor popular ideas from the community and help bring them to the attention of our product team. I’m also responsible for running periodic community contests.I also spend a lot of time after work with my children, friends and on physical fitness.  Please tell us a bit about yourself! Here’s a few questions for your considerat

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revathimenon
Kenneth R
Kenneth RGainsight Community Manager
published in Community News
Starting soon: archiving of old Ideas

Hi everyone, quick update on some maintenance and engineering work that we will start here very soon.  The Gainsight Community has been around for more than ten years, and in that time a lot of old content has accumulated.  In every community, it’s just a matter of time before you have to do some clean-up - and that generally means archiving.Our focus in the coming weeks will be Ideas.  We currently have 12,000 of them, many very old, outdated and with a low number of votes (fun fact: our oldest Idea is from February 2015!).  That kind of volume has an impact on search for all members, and makes it increasingly difficult for our Product teams to maintain an overview of important and popular ideas and close the feedback loop on them.  To make this work as low-risk and transparent as possible, we will move archived Ideas into a dedicated category that will remain publicly accessible.  So nobody will lose their content.  And any archiving we do can be reversed, if necessary (just in case

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Kenneth R
Kenneth R
Kenneth RGainsight Community Manager
published in Community News
The new Gainsight Community ranks systems

Hi everyone,Some of you might have noticed something new in our community recently.  We have completely redesigned our ranks system, and that means that you will now have a new rank connected to your member profile.In case you’re wondering what a rank is, it’s a ladder that you can rise up in the community through participation.  It’s a badge of honor for those who contribute to the community, and it helps everyone quickly get a sense of which members are the true experts.  You’ll know when you get a new rank as we’ll send you a nice message about it.    Ranks are based on thresholds that you reach through joining and participating in the community.  We won’t share the precise thresholds and data points behind our system, but here is a quick explanation of the titles and what they signify:Explorer. Everyone starts in the Explorer ranks (from ⭐️ to ⭐️⭐️⭐️), which are for members who have joined the community and potentially re-visited several times, but have not participated by creating

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nick_mehta
nick_mehtaGainsight Employee ⭐️
published in Community News
AI…so simple even CEOs can do it!
AI…so simple even CEOs can do it!

Hey Everyone!How many times have you been blindsided by a customer churning?If the answer is anything higher than 0, I have some tips for you.If you know anything about me you know that I'm obsessed with knowing everything about our customers. I dive into Slack channels, read every survey (yes, every single one), and even listen to customer call recordings like they're a true-crime podcast (and if it's a churn call, they really are!). And yet, somehow, churn still sneaks up like a bad plot twist. But, recently, I've found a way for AI to connect the dots faster than I ever could on my own. It's been a game changer for me with my busy schedule to still have the ability to know everything about our customers without drowning in data. So naturally once I had this ah-ha moment, I had to document what I've been doing.That's why I wrote this guide.Customer Success shouldn't feel like detective work—we should know when a customer is on the edge before they hit us with the dreaded "we need to

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nick_mehta
nengel
nengelContributor ⭐️
published in Community News
Let’s talk self-service!

Ever feel like your team is stuck answering the same questions on repeat? We’ve been there, and it’s exhausting. That’s why we developed the eBook Empowering Customers to Take Success Into Their Own Hands. We want to help you and our community better help yourselves and free up your teams to focus on the bigger stuff. It has some super practical tips, like: Helping customers find answers fast (faster than we can hit "reply"). Adding support into workflows so naturally, it feels invisible. Creating a consistent, trusted experience at every touchpoint.Honestly, it’s a great read if you’re looking for ways to scale without burning everyone out. Check it out HERE if you are interested! Let us know what you think – would love to know how your team is tackling this!  

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nengel
nengel
nengelContributor ⭐️
published in Community News
Craving Better ROI? Let Digital-Led Customer Success Deliver!

Let’s be honest: the old ways of doing Customer Success aren’t cutting it. Customers expect value today, and if we’re not meeting them where they are with online communities, academies, and in-app guidance, we’re falling behind.That’s where digital-led CS comes in. It’s about scaling smarter, creating meaningful post-sales experiences, and driving real ROI.Forrester just dropped a report on this exact topic, and it’s worth a read. It dives into:Why skipping digital post-sales investments could cost you big. How digital-led CS can help you scale without compromising customer value. The power of community, learning, and in-app guidance makes it all work.If scaling efficiently and driving ROI is on your radar for 2025, this report is a solid starting point.📥 GRAB IT HERE:  

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nengel
revathimenon
revathimenonGainsight Community Manager
published in Community News
Let’s talk about making self-service actually work!

If you’re like us, you’ve probably thought a lot about self-service lately. Customers want quick answers and easy solutions, and honestly, so does your team. But building a good self-service strategy? That’s a whole other challenge. That’s why we are bringing you our Essential Guide to Digital Self-Service, and it’s packed with practical advice for getting it right. It breaks down: How to design self-service solutions that actually help customers (and not just frustrate them). Ways to reduce support tickets while improving customer satisfaction. What a killer self-service strategy can do for your team’s efficiency and your bottom line.This guide is your instruction manual for scaling smarter and making self-service a win-win for everyone.📖 CHECK IT OUT HERE! 

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RobSteinberg
revathimenon
revathimenonGainsight Community Manager
published in Community News
Happy Community Manager Appreciation Day!

🌟 Happy Community Manager Appreciation Day! 🌟  Today, we celebrate the unsung heroes who make our favorite online spaces welcoming and dynamic!Celebrating the superstar community managers behind some of the most unique & engaging communities out there🔥 - ​​@DannyPancratz ​@revote ​@juan.delrio @sarahmasterton-brown ​@Alistair FIeld ​@Ditte ​@security_lion  ​@Johnk ​@JeppePeppe ​@danielle.leroux ​@emiller ​@Laurenseife ​@Manouska ​@daniel.truman ​@timcavey ​@Daniele Cmty ​@dayn.johnson ​@jillian.bejtlich & many others! Thanks for all the energy and passion you bring to your communities and ours!🙏🏽We’ve sprinkled a little celebration on our homepage today to celebrate this special day!👀Don’t miss the festive confetti & pop-up when you visit our homepage (if you have a running session you might need to load in incognito mode to see it - we’ve made sure you only see it once!)—ehmm, a small token of our appreciation crafted with a bit of help from chatGPT & Canva. Than

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gracefacex
sshroff
sshroffGainsight Employee ⭐️⭐️
published in Community News
2025 CS Ops Product Council Announcement!

 The results are in and your 2025 CS Ops Product Council is….Aaron Hatton, PVcase ​@aaronhatton Annie Moore, Infor ​@AnnieMo Brad Tippets, CS Solutions ​@tippetts Bradley Bazhaw, Anaplan ​@bradley Carol Keyes, BMC Software ​@Carol_Keyes David Person, Rockwell Automation, Inc. ​@bytor104 Dayn Johnson, Recorded Future ​@dayn.johnson Harika Singadi, Auditboard ​@Harika Singadi Heather Hansen, Acquia ​@heather_hansen Jon Parker, Commvault ​@jparker Kaleb Yurchak, Paycor ​@kalebyurchak Keith Mattes, GitLab ​@keith_mattes Manhar Walia, Wigmore IT ​@manharwalia Revant Amingad, Responsive.io ​@Revant_Amingad Romina Herrera, Appspace ​@romihache Sarah Miracle, Amplitude ​@sarahmiracle Spencer Engel, Forcepoint ​@spencer_engel Stuart Kilpatrick, Magnet Forensics ​@Stuart  Travis Floyd, Armis ​@travis_floyd Wayne Baker, IBM ​@wayne_baker Congratulations to all the outstanding individuals nominated and selected for our fourth annual CS Ops Product Council!These incredible individuals above have ma

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bradley
nengel
nengelContributor ⭐️
published in Community News
Fellow CS pros: Are your CSMs swamped with FAQs? Let’s fix that.

 Digital self-service isn’t just a nice-to-have anymore—it’s essential.Here’s how it can help your team:💡 Empower your customers: They want fast answers, and self-service delivers 24/7. Happier customers and fewer support tickets = a win-win.💡 Free up your CSMs: Let your team focus on renewals, upsells, and strategic conversations—not answering the same question for the hundredth time. Bonfire saved 2,000+ hours with a self-service strategy.💡 Scale smarter, not harder: Growing your customer base doesn’t have to mean growing your headcount. Self-service scales with you.💡 Stay ahead with AI: Proactively guide customers to solutions before they even need to ask. It’s like having an extra team member who never sleeps.  Are you curious how digital self-service could work for your org?Check out this blog for more details and learn about our self-service solutions  

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nengel
dshorter
dshorterGainsight Employee ⭐️
posted in Community News
Are you a Gamechanger? Award nominations for Pulse US 2025 are now open!

 The 2025 GameChanger Awards Nominations are now open! The GameChanger Awards are designed to recognize and celebrate our customers leveraging Gainsight to change the game of customer success and experience for their companies, customers, teammates, and partners. A GameChanger is intuitive, always authentic, and never stops challenging the status quo. Sound like you? We thought so!This year's Categories are...The Architect (CC) The Challenger (CS) The Defender (CE) The Digital Customer Success Disruptor (Any Product) The Dream Team (Any Product) The Experience Maker (PX) The Transformational Leader (VP or above) (Any Product) The Visionary (AI) (Any Product)To see a full description of the award categories, visit the home page here.To enter into this competition, you need to submit your nomination for the category where you have seen substantial quantitative and qualitative results between Feb 2024 and Feb 2025. Winners and finalists will receive 1 free ticket to Pulse 2025 in Las Vega

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dshorter
brichenkin
brichenkinContributor ⭐️
asked in Community News
Hiring a Community Manager! Come work with me!

Hi friends- Long time lurker, first time poster! I’ve spent the last 6 months building and launching our new customer community at Showpad on Gainsight CC. We’re now ready to hire a Community Manager to nurture and grow it! Are you a natural connector with a passion for fostering meaningful relationships? Do you thrive in a digital-first environment where storytelling and collaboration fuel growth? If so, we want you to join Showpad as our Community Manager! Key Responsibilities:As the Community Manager, you will play a pivotal role in growing and nurturing The Rev, Showpad’s vibrant user community. You’ll collaborate with a passionate team to engage users, partners, thought leaders, and employees, delivering exceptional digital experiences that fuel adoption, learning, and advocacy.Community Administration: Manage user accounts, moderate content, and oversee upgrades to ensure a thriving digital space. Insights & Reporting: Monitor community health and produce actionable reports t

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revathimenon
Snigdha Adiraju
Snigdha AdirajuGainsight Employee ⭐️
posted in Community News
2025 CS Ops Product Council Nominations Closed!

🚨 Nominations for the 2025 CS Ops Product Council 🚨 What is the CS Ops Product Council?The CS Ops Product Council is a community-driven group of passionate individuals who gather every eight weeks to discuss emerging trends in CS Ops and provide valuable input on Gainsight’s product evolution.  Council MissionOur mission is to spotlight community contributors and empower the future of customer success through these key pillars:Celebrate and elevate top contributors within the CS Ops community. Leverage collective expertise to guide Gainsight’s product development. Inspire and model leadership to foster growth across the CS Ops ecosystem.Want to learn more? Check out this FAQ!Council Themes for 2025 Sessions This year’s council sessions will focus on impactful themes such as:Scaled Success (e.g., Journey Orchestrator, Spaces, Pooled CS) Key AI Features (e.g., Copilot, Scorecard Optimizer) Staircase Integration (including automated logging, insights, and scores) Quality & Stability

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Kenneth R
Kenneth RGainsight Community Manager
published in Community News
Definitions of our Idea Statuses

As part of our recent project to merge the Gainsight and inSpired communities we made some changes to the statuses of our ideas in order to make them more simple, streamlined and intuitive.Below is a set of simple definitions for each of our current statuses.  Idea Status Definition New Idea New idea that has not yet been reviewed or acknowledged by a Product Manager Open Idea has been reviewed and acknowledged by a Product Manager Discovery Requirements are being gathered and feasibility is being evaluated Development Idea is currently in development Parked Product Manager has determined this is not going to be considered (for now) Released Idea has been developed and released in the Gainsight product Closed (Won’t Do) Idea won’t be worked on as it isn’t feasible or aligned with product direction Current Behaviour Idea won’t be worked on as it is already cu

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Kenneth R
anirbandutta
anirbanduttaExpert ⭐️
published in Community News
How Can I participate in the Gainsight Beta Program?
How Can I participate in the Gainsight Beta Program?Blog

If, getting your hands on tech before anyone else has, excites you, then this program is for you.Together we can co-create the future of Gainsight’s exciting offerings.Featured @aschreiner for his awesome engagement 🎉 Are you a Gainsight customer?Please note this program is only for a Gainsight Customer using our CS or PX products.Complete your Community profile, always helps us in identifying you better. Becoming a Gainsight Beta BuddyYou need a Gainsight Gamechangers Community account with your official email address. Create one here if you don't have. Leave a comment on this post and let us know the product Feature area you’d be interested in testing.You become a ‘Gainsight Beta Buddy’, when you are presented the opportunity, participate in and give us feedback on our pre-release software in one of the feature Betas you are nominated for.Note: This is only a self-nomination step to let us know your interest. The actual selection process is a bit more intricate and you’ll receive an

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Tori Jeffcoat
Tori JeffcoatGainsight Employee ⭐️
published in Community News
Calling All CS Leaders: Take the 2024 CS Index Survey!
Calling All CS Leaders: Take the 2024 CS Index Survey!

 The only constant in SaaS and Customer Success seems to be change - this year, that ‘change’ tied to gen AI, a focus on revenue within CS orgs, and the accelerated need for digital CS motions to scale customer engagement and efficiencies while driving better results.  What hasn’t changed: measuring the evolution of CS in Gainsight’s annual Customer Success Index Survey.   We officially launched our 2024 Customer Success Index Survey created in partnership with Benchmarkit and designed to gather and highlight key trends and insights into the current state of CS. And YOU have a chance to shape the insights and outputs of this report!  Your input is vital in painting an accurate picture of how Customer Success leaders are navigating today’s market dynamics, leveraging AI, and making crucial decisions for the future. The insights gathered from this survey will help you benchmark your own strategies against industry standards, identify areas for improvement, and stay ahead of emerging tren

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Tori Jeffcoat
Tori Jeffcoat
Tori JeffcoatGainsight Employee ⭐️
published in Community News
Gainsight Accelerates Human-First AI with Staircase AI by Gainsight!

Gainsight acquires Staircase AIIf you missed the news, Gainsight is thrilled to announce our acquisition of Staircase AI!  We’ve been a leader in AI since 2021, and with over a dozen live features (including the coming Gainsight Copilot, now in beta!) our customers have saved hours and dollars with AI - generating over six million cheat sheets, 461,000 meeting summaries, and 649,000 survey analyses in the past eight months.  With this acquisition, Staircase AI will become a new, distinct offering within Gainsight’s portfolio. Staircase delivers an AI-powered analysis of every customer interaction (automatically aggregated, with no manual data entry required), across every channel, and turns them into real-time insights. Staircase AI’s secure and compliant platform is trusted by companies of all sizes, including global enterprises like Claroty, ServiceTitan, and Skai. Introducing Staircase AI by GainsightStaircase AI makes it easier to capture all customer touchpoints, automatically, of

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Tori Jeffcoat
revathimenon
revathimenonGainsight Community Manager
published in Community News
New CS Ops & Admin Jobs - Batch 49
New CS Ops & Admin Jobs - Batch 49

Hello hello all,Been a while and I hope you all are keeping well 🙂It’s been a busy few days and after a quick PTO, I’m back with the series once again! Here’s a new list of opportunities:Process Unity (US - Remote) : Gainsight Administrator - https://bit.ly/3XVRRBr Atlassian (US - Remote) : Customer Success Business System Analyst - https://bit.ly/3zAXydH OneTrust (Atlanta, Giorgia) : Gainsight Administrator - https://bit.ly/4bVVZ7X deel (India - Remote) : Technical Program Manager - Gainsight - https://bit.ly/3LhCoUK BILL (Draper, Utah, United States) : Sr. Customer Success Operations Analyst - https://bit.ly/3zEGTGf HiBob (London, UK) : Customer Success Operations Manager - https://bit.ly/4cAB2QJ Goodays (Paris, Lille - Hybrid Remote) :  Customer Success Operations Manager - https://bit.ly/4cCqUHc SoSafe (London, UK) : Customer Success Operations Manager - https://bit.ly/3W47Jz4

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revathimenon
revathimenon
revathimenonGainsight Community Manager
published in Community News
New CS Ops & Admin Jobs - Batch 48
New CS Ops & Admin Jobs - Batch 48

Hello everyone,It’s been a while! 😁 Here are some new opportunities:Swooped (US - Remote) : Revenue Specialist, Customer Success Operations - https://bit.ly/3USaep2 Staffbase (London, UK - On site) :Senior Customer Success Operations - https://bit.ly/3UNV2sI Goodhabitz (Eindhoven, Netherlands - Hybrid) : Customer Success Operations Manager - https://bit.ly/4dumL95 Canto (US - Remote) : Customer Success Operations Manager - https://bit.ly/3Wv4u5t  Varonis (United States) : Customer Success Operations Manager - https://bit.ly/3wdwoZm LeanIX (Multiple locations) : Customer Success Operations Manager: GS Admin - https://bit.ly/3Wv4vX5 turnitin (Remote) : Gainsight Administrator - https://bit.ly/3ybP8ZJ SoSafe GMBH (London, UK) : Customer Success Operations Manager - https://bit.ly/3wfL1vd Phantom Buster (France, Remote) : Customer Success Operations Manager - https://bit.ly/3UvNbib Pulse is just a few days away!😨🔥 Check out all the speakers dropping teasers to their sessions 🔥

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revathimenon
anirbandutta
anirbanduttaExpert ⭐️
published in Community News
The Community This Week: GameChanger to become One Community for all Gainsight products
The Community This Week: GameChanger to become One Community for all Gainsight productsBlog

'You might have picked up the chatter already but this is a formal announcement of GameChanger ramping up to become One Community for all it’s product lines: CS and PX which it already is, incoming CE and CC.We will be witnessing small changes on GameChanger to prepare for that direction, but here’s a simple one para plan.For CEAcquisitions can be a lengthy process, often spanning multiple quarters and months. However, we find that a quick win is aligning with the parent organization''s community, if available. Fortunately, we have us - GameChanger, where the party has just started with 10K + people in the house! ?Gainsight CE would be stepping into the Community world for the first time so we’ll need to welcome them and get them settled in.We are throwing doors open for Gainsight Customer Education on GameChanger verrrry soon. :)  For CC (inSided)These lines by Bono perfectly sums up the Community situation we’ve had with Gainsight Customer Communities (the product formerly inSided)We

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revathimenon

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