Perspectives from Gainsight

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

Can we have best practices document for "standard field mappings in the JIRA connector job." This would help to load the data properly into standard fields.

When you are using success plans to track your long term projects, aren’t you always curious to check how much of it is complete and what is the progress made so far?Of Course yes, and if I tell you that there is a seamless way to track that with just a simple data designer job, won’t you be excited to check how? So here is how you can do it. Create a design designer to pull theCS Task object. This object contains all the tasks information of any CTA. Specifically to pick the tasks of success plans only, need to apply filter type= Objective as shown in the image and pick the below fields. We are bringing the count of all tasks under a

In May, we certified 6 Gainsight NXT Admins (Level 3): @narayanan_s@uhussain@philippkochinka@christian_auner@Tavleenkaur Bindra@Vinay Sahoo And, we also certified 19 Associate Admins (Level 1):@Elliott Leonard@Christina Springer@GraceP@Wilfredo Ruiz@Sarah Kinney@smurray@Ryan Creamore@Sahoo Vinay@Ramesh Anthati@Shwetha Joy

We were just discussing that we would like our CSM's to ask one specific question in all their upcoming customer meetings (to gather broad feedback about a topic, so it's an open question) and would like to file the responses in Gainsight, so we can access them in a structured way. (Over time, we might add additional questions)What would you consider to be the best way to do that, both from a CSM point of view (it needs to be easy to file the answer) and from a data access point of view (it needs to be easy to get all the answers in one place for further processing)?Some options I could come up with:Create a custom Timeline Activity Type Create some rich text fields on the Relationship to gather the response, and add a page to the R360 with these (editable) attributes [but then they would only be able to enter 1 response per customer, and they might speak to multiple people] Create a low volume object and add a related list to the R360 whe

If you’ve earned an admin certificate (level 1 or 3, SFDC edition or NXT), look out for your digital credential offer from admin@credly.com today. Be sure to accept your free badge, and then share it to your LinkedIn profile and/or news feed!From the badge offer email, you’ll be prompted to create an account where you can accept and manage your digital badge; a verified credential and graphic representation of the knowledge and skills you’ve obtained and confirmed through our assessment(s). Your digital credential / badge is portable and includes the details of your accomplishment. When you choose to make it visible to others, they can read about what it took for you to earn your certificate. You can easily share your badge on social and professional media with

Hello Team,Below is the use case:Customer wants to send  heads-up email to the CSM to let them know that their Accounts would be receiving a survey mail the very next day.So in Heads-up email, the to “address” is selected as “Sender Email address” and few values in that field are in Opt-out because of which the entire record is getting failed and no survey email is also sent to the Accounts.Customer wants to send survey email to the Accounts irrespective of the opt-out preferences of the sender email in Heads-up email(even though the CSM is opted out). Can this be possible. Thanks & Regards,Srikanth

Survey Best Practice  : who should be the sender of the NPS and the follow-up e-mail ? Customer is choosing between CEO and regional head of department . They did rule out having it come directly from the CSM.

On April 29th, @harriseilenberg joined me to talk about how Mavenlink uses their health scores to drive predictive renewals. If you only have 10 minutes, I’d encourage you to listen to Mavenlink’s part of the webinar (27 min mark) where Harris talks about how they took their health score and measured it against renewals to determine renewal accuracy. During the Q&A, Harris addressed that you don’t need a data scientist or a degree in statistics to be able to do this. If you’d like the slides we reviewed, you can find them here.Other takeaways from the session:Schema Methodology - ensure your schema has 4-5 options to allow you to see how account health

Product Board has listed Salesforce as their integration. Has anyone used it to integrate with Gainsight so that CSMs, Sales, Support can log feature requests that gets tagged on product?

Our customer is newly launched and working on their enablement strategy. They are considering an INTERNAL onboarding CTA - essentially each CSM will get a CTA that has a playbook that guides them through Gainsight and lists out the next area they need to explore. They want to finalize the playbook with an email assist that they would send to their manager confirming they’ve completed the playbook tasks. Has anyone done this before? If so, does anyone have a sample playbook? The customer wants to ensure that they don’t overlook anything.Some examples to get your creative juices flowing:Log in to Gainsight through SFDC SSO Bookmark Gainsight into your browser Update your profile photo (NXT) Update your role, email and timezone Dashboard: Visit your CSM Dashboard & set Global Filter to yourself (if not set by default) Dashboard: Update the reports to your preferred visualization types Running meetings: Set the

We are in the process of revitalizing our adoption program for our customers- In this program we are piloting a point system that is tied to a menu of services that each customer will use to identify services they want to utilize for the year. We will be using success plans to track the progress and completion of the chosen menu services but need to figure out how to track the points system. We need to figure out the potential path for tracking the allotted annual points for each customer ( at the relationship level- each product area will have their own allotment) , the points that have been used ( via success plans) and a calculation of what has been used/total. We have a few ideas as to how we could accomplish this but was curious if anyone in the community has done this or something similar before?  Thank you in advance for the feedback/advice!

For thise of you that have both Customer Success Managers (CSM) and Customer Success Architects (CSA) how do you describe the distinctions? What are the swimlanes of each? How do you describe the different value adds internally and to the customer?Any and all insight here would be greatly appreciated!*May be relevant to note that we also have Education and Professional Services team members.

Hi,  How often should you send out an NPs survey?    1- spread thru the year with x number each quarter2- all customers twice a year Any help is appreciated! Deb

Looking for some options to train/coach for a fairly senior CSM team. In particular, I'm looking for ideas around driving change management, Getting higher in an account, and defining joint success metrics.How is everyone handling this? Is there a recommended training provider you all are working with?Any other recommendations for this?

We currently have a process to tag contacts as references, but it lives in SF.  Has anyone built out a similar process in GS?

Dear Community,  I am in the process of building a new Customer Success Strategy. As everyone knows it’s not an easy task. However, I was hoping those apart of the community can share your strategies or point me in the right direction to discover more details. Why? I realize not one strategy fits all. I wanted to see how others have designed there Customer Success Organizations to help validate I am moving in the right direction. Thank you in advance for your consideration and assistance.  Regards,  Eric BowlingDirector Customer SuccessElixir Technologieseric_bowling@elixir.com805-648-9182

Gainsight’s Education team is continuously building new training courses and updating content to reflect the latest product enhancements and Horizon UX. Here’s what’s new on GS University:Gainsight Admin Elearning Journey Orchestrator Use Case Tutorials and Tips & Tricks &

Of course we all want to keep our customers renewing forever but we know this doesn’t always happen.  How do we end a journey for a customer who we know is not renewing?  We want to keep their info and data in Gainsight but do not want to get the automatic generated CTAs. I’ve been searching around but haven’t found a clear answer to this, maybe I’m not asking the question the right way.  If you have any info, it would be appreciated!  Thank you!

Gainsight is so proud of all of our certified Gainsight Admins, and we wanted to give a shout out to the 43 individuals who passed the exam in the last quarter!  Earning the certification represents a lot of hard work learning the ins and outs of Gainsight’s CS application! Typically, we recommend Admins take our free introductory elearning, followed by our instructor-led hands on courses, and then dig in with practical on-the-job experience before attempting the exam. If you’d like to learn more about the certification, click