Perspectives from Gainsight

During Pulse Europe, 2018 (https://www.gainsight.com/pulse/europe/2018/) the Gainsight Client Outcomes Team organized a Circles of Success Program, featuring group discussions for the attendees focused on key topics and challenges. We wanted to keep the conversation going on Community. One of the topics we discussed was Compensation and Incentives. Here are a few of the questions and the corresponding topics that we discussed: 1. Does your company incentivize CSMs on individual or team targets? 2. What metrics are CSM incentives based on? (Examples: retention, satisfaction, adoption and advocacy). 3. Have any organizations implemented CS-oriented bonus plan? Does variable compensation model works best for Customer Success Managers? 4. Are CSMs incentivized based on expansion or advocacy targets? 5. How are the CSMs targets tracked? 6. What are the leading (ad

During Pulse Europe, 2018 (https://www.gainsight.com/pulse/europe/2018/) the Gainsight Client Outcomes Team organized a Circles of Success Program, featuring group discussions for the attendees 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 Health Scoring and Risk Management. Here are a few of the questions and the corresponding topics that we discussed: What health scores have worked best for different organizations? Do you see trends based on the industry? · On-Prem customers use: Using proxy for usage data as usage data is not available support cases, webinar attendance, etc. to look at who are healthy customers. They can easily identify unhealthy but healthy is harder. Onboarding CSAT is also a measure that is used for customer health · For SAAS customers: utilization metri

We really appreciate all of the product inputs that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and expect. We want you to know that our product team listens and carefully considers your ideas and concerns. In our November Release v5.20, I'm happy to report that we implemented 11 of your suggestions! Here's the complete list.

Good morning fellow Gainsight Admins! I am starting a project to determine the best method(s) of communication with CSMs when there is an issue with Gainsight and am curious what methods other businesses use. We currently have a mix of informal (Slack, email) and formal (Confluence, Jira) methods that serve different purposes. I am looking to create something that will better meet the CSMs where they are already working and meet acceptance criteria around visibility of issue status, workarounds, and details. Is anyone else leveraging tools like Knowledge articles, chatter, or cases to communicate with CSMs about Gainsight issues? How do you determine which communication method to use, for example, do you do something different based on the severity or priority of the issue? Thank you for your input!

Hi, how are others using Milestones? What's the overlap with milestones & timeline activities? Any tips? Thanks!

Hi All, We really appreciate all of the product inputs that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and 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 your suggestions! Here's the complete list. Please revert for any queries Email : spulluri@gainsight.com

Hi All, We really appreciate all of the product inputs that our customers take the time to share with us on the Community. Your feedback helps us build better products and services, and stay in tune with what customers want, need and 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 your suggestions! Here's the complete list. Please revert for any queries Email : spulluri@gainsight.com

I wonder if anyone has any ideas please how to achieve the following: - we monitor churn down to the service/product level for each customer, classifying each service/product line as rumored, notified or realized. The current process is to take a spreadsheet with the latest revenue information by account, down to the service/account level and mark each line as at risk of churn or not. This spreadsheet is then loaded to Gainsight via our data lake and is displayed in each C/R360 as a report. We have number of rules set up using this churn information, for example the % of contract at risk of churn which also feeds to the overall account healthscore.  The current challenge is that our revenue information changes daily and the churn document is loaded to Gainsight only once or twice per month - updating this spreadsheet is done offline and is time-consuming to keep this information up to date given the number of accounts. The ideal scenario would  be

I'm considering how to keep track of buying objectives of the client and what tools have been evaluated in the past etc?

Just a reminder, our first Gainsight Admin Summit is coming up on October 30 in San Francisco, California! We've also published the detailed agenda, so check it out and get excited! We hope to see you there!

PulseLocal Austin has been meeting every 2 months since June 2015 which means our 20th meet up will be Nov 14th!  Please tell all your Austin-based colleagues to join us by registering here.   Our original PulseLocal Austin President, Beth Yehaskel, is returning to share her insights on building a success organization from a support model. Beth (formerly VP at Spredfast) is now leading the team at Jungle Scout.  We're excited to wrap up 2018 and our 20th meet up with a bang!

LeanIX is hosting a Customer Success Meetup in Boston on Thursday, October 18th, from 6 - 8pm at their HQ. If you would like to attend or know of CS professionals in the Boston area, feel free to share this link. 

Hi all, We are looking to create an ROI of Gainsight based on CSM performance. Our CSMs have a number and we are thinking about looking at CSMs quota performance and comparing it to Gainsight adoption. Our theory is that for those reps that are hitting their number would be the same reps that are using Gainsight. This would then provide an ROI and a health score of sorts for our CSM Gainsight adoption. We've talked about using timeline activity, C360, CTA close % and page views for our 4 measures. Has anyone else created a 'CSM health score' outside of the tracking that Gainsight provides on the Gainsight 360? 

Hi all We are using the Relation object (a bit different than an account) and I'm trying to find a way to see all my to do's (whether its CTAs or tasks) grouped by relationship name and sorted by the contract end date.  If I create several CTAs per relationship- I can't group by relationship and sort by end date.  And If I create one CTA per relationship (with several tasks per CTA)- the tasks will be displayed forever, even after completion. (they remain crossed-off) Do you have any suggestions about how to see all my relationships, sorted by end date and to see each relationships CTA or tasks?  It seems like a logical way to see all my to do's.

Hey All! I've seen this question posted previously, but it related to Scorecards 1.0 and was 3 years old, so I figured I'd repost with a focus on 2.0. The majority of our CSM-customer relationships are measured and treated the same, regardless of organization size. This makes setting up a scorecard and related measures really easy ("one-size-fits-all"), and it's how we've done things since we first started with Gainsight. We've recently decided that a certain segment of our customer base would be better suited by a more "tech touch" approach, and thus one of our measures (Relationship- how often the CSM has a formal interaction with the customer) should be more lenient for these account types. I know I can achieve this by creating a new scorecard and measure that filters for these accounts only, and then exclude them from the original scorecard. However, this means having two nearly identical scorecards, and I'm afraid this might confuse the CS te

Hi Everyone, please let us know if you require any use-cases (simple or complex) to be documented, we will be taking it up and prioritize it with the help of our PMs and share the articles with you. 

I want to send a survey to hiring managers based on people they've hired recently (we're an applicant tracking system). In many cases, that's a 1:1 situation. However, I have some participants who have made many hires, and I want their feedback on each individual hire. I am running into issues thinking through what would be the best user experience for someone who has hired 10+ people. I'm using a CSV taken directly from our product, and I've set it up so that 1 person can receive the email multiple times by creating a unique identifier that does not tie back to their SFDC contact record. In my ideal situation, I could send one email to a participant with multiple links in it to complete the surveys based on each hire. Is there a way to do that without making the response totally anonymous?

Hi everyone,  I am looking to come up with appropriate targets/ranges for the service now metric in my organization's current scorecard in the Customer 360. We are unsure of the best way to define high risk, at risk, moderate risk, low risk, and no risk based on the number of service now tickets and types of service now tickets we've imported into Gainsight. I came across the article below: https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%2520Articles/Cost%2520per%2520Ticke... What is best practice for defining targets based on service now data and how that impacts the overall health score? Thanks, Jasmine

Hi, newer user here, so maybe I am on another version, possibly user error? When I use the walkthrough guide instructions for timeline (For a short guided walkthrough of Timeline, navigate to C360 > Timeline view, and click the tooltip to the right of the +Activity button.) Following those instructions dont work. Can you advise please?

I ́m using Bulk API to extract data from a CSV file, put it in a MDA Object to get this data thru Bionic Rules and....i ́m trapped! I need to track licences usage, so basically in this CSV file we have 5 important fields: Client (e.g. Dell) Product (e.g Avast licences) Licences sold (e.g 200) Active licences (100) Usage % (50) Client (e.g. Dell) Product (e.g Office licences) Licences sold (e.g 500) Active licences (100) Usage % (20) So, i need track if our clients are using all of they licences, if not i need to warn(email?) the CSM that certain client is using only half of what they bought, so they need some kind of atention. What is the best way to do it? Maybe create a CTA to send email to CSM when some of this clients has low usage? Create scorecards to CSM keep looking dayli (i think the CTA thing is more automatic/human free)? Well, i ́m new at

Hello! I am an admin and PM for our Gainsight implementation and we are about to assign licenses to our first CSMs. We have all taken the appropriate training provided by Gainsight in preparation for this. Does anyone have any recommendations or best practices for what a CSM should do on day 1 in Gainsight? Anything from what functionality CSMs leveraged first to how CSMs moved off of the prior tools they were using to literally the first things they clicked when logging in to the tool would be helpful. Of course, if anyone has other topics that are relevant from their experience, that is very welcome as well. Thanks in advance, and I look forward to being part of the Gainsight Community!

We are in the final stages of choosing a CSM solution and Gainsight is on the short list.  I am trying to think through how we might want to staff for onboarding - dedicate an internal resource full time, hire externally, etc.  Would be very interested to hear how others have approach this and whether in retrospect would have done it any differently.  TIA!

We are rolling Gainsight out for our Client Services org (after deploying Account Management) and bumped into a limitation: we have some accounts which do not have an assigned client success rep. We need to assign CTAs to a queue/pool of employees, and then manually push the CTAs. More than one person will be dispatching the CTAs, so assigning to a designated manager does not seem to work. Gainsight also cannot create cases (we use cases instead of activities for client success work). Did anyone deal with a similar scenario; are there any workarounds?

I'm looking for ideas about how other companies are making data from NPS surveys actionable.  Are you doing any automations inside of Gainsight to get the survey results to product teams or other groups who need to take action?  How are you circling back with the customers on updates that have been made? I'm struggling to find ways to do this.  Perhaps I just need to take it outside of the system.  I also couldn't find much documentation from Gainsight on this. 

Hi everyone! We have a use case where some account types have child accounts which do not have their own score. In these instances, we only track usage and generate scores at the Parent level. Is there a way we can assign the score of a parent account to its child account(s)?