Perspectives from Gainsight

Everyone I’ve spoken to who has a CS Ops team is grateful to have them, but that’s different than explicitly defining and even measuring the value of CS Ops. 80 CS Ops leaders got together to discuss the topic, which kicked off with a presentation (view recording) from Jeff Heckler, describing a commission program he stood up for CS Ops team members at Pipedrive. (Talk about aligning CS Ops value to $$$!)In breakout groups following Jeff’s session, folks talked through the topics in more detail, and then shared these key takeaways, in the

This is a great report to add to your renewal dashboards and/ or Risk Escalation Dashboard.  Step 1: Go to Administration → Data Management and add a field to the company object called “Days Until Renewal” you’ll want to make this a formula field within the MDA object Step 2: Once you’ve tested and saved step 1, you’ll then want to go to report builder and use the company object as your data source.  “Sum of Score” is located under the + Current Score Look up as the“score field”  and you’ll want to click on the widget icon to update the “aggregrate” to sum.  In the by section you’ll be including “Account Name” & “Label” field from the Current score look up, and make sure to SAVE the

I’m gearing up to launch Gainsight for our CSMs and I want to have a system in place for them to ask for assistance, request changes, and submit ideas. Some things about the team: -I’m the only Gainsight Admin and I sit on the CS team -We’re a smallish team (30ish) -We’re all remote (even outside of COVID-19) -We have a ticketing system that they are used to using -We have a Gainsight Slack channel -They are relatively new to the tool and might have difficulty deciding whether their request is actually tech support, a preference, or an idea that needs to be evaluated I’ve decided against using the ticketing system since it implies a quick resolution when something might be an idea we don’t want to implement. However, I still want to capture their ideas and monitor the next steps we took. I’ve decided that I’d like them to submit their request via a form that captures their responses in a spreadsheet. I can then take the spreadsheet an

 School’s back in session!! Kudos to everyone who earned an Admin certificate in September! Last month we also launched our first practical Level 2 exam on Reports & Dashboards! You can read more about that here. Next up, we’re working on a practical exam for Journey Orchestrator & Dashboards.For folks that earned a cert in September,

We have some parity gaps between NXT and SFDC edition in terms of experience with Sales Console. If your team is accessing Gainsight through Sales Console, please hit like or respond with a comment so that we can understand how widespread is this use case. If you are managing a customer who is accessing Gainsight thru the console, please respond with your customer name in the comments. cc @meghamathur @shambhawi @easton_taylor 

Hi, so I’m new to Gainsight and have a Newbie question about surveys - Is there a way to have a sub-section for a question? (For example, question 1 is the standard likelihood to recommend, with question 1b being “what one thing could we do to improve that score”? 

 August was a great month to get Admin certified! Kudos to everyone who started their admin learning journey and earned their Associate certificate, as well as those who made it to the top and obtained the coveted NXT Admin certification!Today, we’re also launching our first Level 2 exam on Reports & Dashboards! You can read more about that here.For those of you that earned a cert in August

 We’re so excited to announce the launch of our first Level 2 certification on Horizon Reports & Dashboards! It’s also our first practical exam, meaning no multiple choice questions.  Test takers will build 6 reports and a dashboard directly in a Gainsight training environment. This certificate is intended for people who have completed our

How do you manage reporting on all of your Journey Orchestrator Program's success?How Panadoc is doing it right now for Expansion Campaigns: https://share.getcloudapp.com/9ZuQ00YbHow we have done it for some of our feature adoption Campaigns to measure impact of those in the past:https://share.getcloudapp.com/d5uRPP66 https://share.getcloudapp.com/OAunWW47

'Hello Everyone,We appreciate all the product inputs that our customers take the time to share with us in the Community. Your feedback helps us build better products and services and stay in tune with what customers expect. We want you to know that our product team listens and carefully considers your ideas and concerns. I''m happy to report that we have implemented some of your suggestions in the v6.27 releases!Following are the Community posts implemented in v6.27 (SFDC & NXT) release:

When you’re building digital-led journeys for your customers, it makes one question extremely important: What’s the best way to map your customer’s journey so it’s useful for this purpose?We got 80 digital-led CS leaders and strategists together in breakout rooms to talk through their successes, stumbling blocks, and ideas. Below, find their takeaways that they found most valuable from those conversations, in their own words.Rules of thumb when getting startedStart small, with one persona for one segment Bite size digital journeys can be a good starting place Customer journeys can be simple. Don’t overthink. Just START something and build on it. It’s not easy to get Product/Engineering, CSM and GTM aligned. Lol! Less is more! It’s a slippery slope to a monstrosity of a map, which no one outside your immediate team can understand. So, context is key to determining what you’re mapping. Takea

When you’re building digital-led journeys for customers, Email Programs are a fundamental part of the puzzle. We got nearly 100 digital-led CS leaders and strategists together in breakout rooms to talk through their successes, stumbling blocks, and ideas. Below, find their takeaways that they found most valuable from those conversations, in their own words. (The next meet-up about The CS Ops of Digital-Led Customer Success is in September 2021 -- register here to attend or receive the takeaway bullets.)Scope of digital-led CS and email programsWe have a lot of similar opportunities to develop more automated/targeted touch points Challenges are similar: Selling 1:many approach to leadership is difficult when high touch has been the typical approach Division of Marketi

Hello Everyone,The 21’August-SFDC Patch release is live now. You can read the full details in our patch release notes. Thank you!FYI @dan_ahrens @minh_phan @sai_ram 

The 21’August-NXT Patch release is live now. You can read the full details in our patch release notes.Thank you!FYI @dan_ahrens @minh_phan @sai_ram 

At present, our process is very similar to this (using Timeline/Success Planning) but if a CSM is managing 70 Customers and they are promoted or moved to a different segment OR are leaving the company, 70 CTAs can admittedly become cumbersome. Timeline allows you to date stamp an entry. CTA allows us to have standardization and accountability that the transition has indeed happened and creates efficiency by sending an OOB email through email assist to inform the customer of the change. So all good reasons to use a CTA BUT is there a better way we are not thinking about.cc @AgassiTran @tyler_mcnally, @courtney_hauser : Any thoughts, ideas, inspirations?

When will the next US Admin Office Hours be held?  I see a EMEA office hours for Thursday.  Should I just join that one?

Hello Team,We could see that the survey link sent from the program is accessible and end-participant is able to fill the survey even after the participant has completed the journey(after completing the time mentioned in conditional wait).Here we are receiving the responses and storing as the data would be useful for future purposes but customer do not want to receive the responses for those participants who completed the journey after the time mentioned in conditional wait.Can we do this?Thanks & Regards,Srikanth

During Pulse 2017 the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring group discussions for Gainsight customers focused on key topics and challenges. We had such engagement from our customers we wanted to keep the conversation going on Community. One of the topics we discussed was Renewals & Expansion. Here are a few of the questions that we discussed: What role do CSMs play in renewals and upsells across the client base? What have you seen work well/not so well? How do others effectively manage this relationship/ownership with the sales organization inside their companies? As renewal specialists we also have product expansion that the sales representative have up-sold. How you handle that (all on one Opportunity, spli

Over the last year, the most common topic I’ve heard from other CS Leaders is how to build a Tech Touch or Low Touch CS team/motions.  Through all my conversations, there two most common approaches:Pooled Model Designated Program ManagersIn the Pooled Model, there are a few CSMs who managed a “queue” of customer inquiries as well as manage proactive events such as webinars and round tables. With a Program Manager model, someone manages the programs for a different stages in a customers life. For example, one program manager might specialize in Onboarding, another Adoption, and another in Renewal management.  I would not argue that these two are mutual exclusive. In fact I would argue combining these two models begins to bridge the gap for a high touch model to a low/no touch as it allows customers to still have “someone” to reach out to through the pool. One thing to also consider is the shift

Our customer base are traditionally not that engaged.  CSM’s have about 120-180 customers to manage.  Some customers take up a lot of time, while others either get neglected or we even forget to engage with them (yikes, I know!) We want to revamp our workflows with how we engage with our customers and providing visibility to managers ans leaders on effort of engagement and outcome.  We have a strong appetite to track how often CSMs ‘touch’ a customer, meaning how often are we reaching out to the customer.   Additionally we want to track of often customers engage back to us  Can anyone share what they have put in place to make sure CSMs are able to:Engage with all your customers (in the scenario that you have 100+ customers to manage From a reporting perspective: Show customers that were outreached but they never responded back Show customers that were outreached

We have been using an engagement document with customers to collaborate. It is a one/two pager with tables with the ability to put the customer logo on the document. Is there plans to incorporate a look and feel like this in Gainsight? The Success Plans make you hop around and put information in different tabs, which is not conducive  to a seamless customer meeting. 

Congratulations, to everyone who took an Admin exam and passed in June! Sending you all virtual high fives ! And if you’re the first person from this list to send me a private message, I will also send you some swag, as a token of our admiration for embarking on the admin learning journey! In June, we certified 3 Gainsight NXT Admins (Level 3): @AubreeSorbo @jean.nairon @c-mhanif_jwplayer And, we also certified