Perspectives from Gainsight

We are re-doing our health scores and I'm grappling with how best to represent "usage" in a health score. So far I've decided to roll up all of our pageviews, and API calls across 3 different products into an overall usage aggregate number. Then, I tried to use the percentage change function to compare usage of each customer to themselves over the last 4 weeks. Then we can see generally if they are using it more or less than they had been. More == better, right? If they continue to adopt, and grow over time their health scores will remain good. Longer term reductions in overall usage will tell us that something may be going wrong. My issue with this approach is that if a customer has a big spike in usage for a short period of time, it skews their scores for the next month, dragging them down and making it look like they are less healthy. It also does not take into account any comparison between accounts. ie. customer A fluctuates between 30,000 and 10,000 actions will look

Curious if anyone else has encountered this situation.   My CSMs are looking for a place in Gainsight to store “personal” notes about a customer.  For example, things that they would want to always keep top of mind for themselves when working with a certain customer.  Timeline doesn’t work great for this since they have to filter by an update and remember the specific entry they want to get to.  We could use the Comments field on the C360, but my fear is that once we start entering notes in there, some members of our leadership team (exec sponsors especially) might want us to standardize on what content we put in there, as well as agree to a cadence for keeping the information evergreen.  I want the CSMs to be able to write their notes more free form and not be worried about making them perfectly presentable to others outside the team. One other option would be crea

I am just stumbling across Gainsight, and wanting to know how Gainsight works with the HEDA model. I would be interested to know if anybody has implemented Gainsight into a HEDA org in the past, and what their experience was. In particular are there any features that can support the internship matching and tracking processes.

We are about to roll out Success Plans to our CS org and there's understandably some reservations from our CSMs because they're being asked to do more work without much reward.  Does anyone have any real-life stories from their CS teams where they realized some tangible ROI/reward from having to do success plans with their customers?

(Data) Anomalies....  I always seem to misspell the word, but I digress. Well, we all wish data was perfect, clean, and always correct.   But that's just not the reality.   If you are a GS Admin and do not yet know about the Data Anomalies page, please continue to read on.   1.   Please check out this page in the product documentati>  https://support.gainsight.com/hc/en-us/articles/202959153-Fixing-Data-Anomalies-in-Customer-Info-Rec... 2.  Sign up for the email notification. I have really found this feature/function helpful to keep account data clean throughout our Gainsight instance.  There are many other mechanisms to add to your arsenal in keeping data clean and current, and hopefully this one will h

I am looking at managing internal projects using Success Plans and am wondering if anyone else has done this.  One of the challenges I see is that we have many departments that could jump on board to use this as an internal tool which would cause the list of projects to grow where it may be hard to navigate to the projects of choice.  With customers it is easy because we only have 1-3 Success Plans.  With many different departments using Success Plans internally it would lend to have possibly dozens of Success Plans in a list at any given time.  Any thoughts on how to limit views, project naming conventions, or maybe even setting up each department as their own "Account" in SalesForce?  Thanks for any thoughts on this.

Hello Everyone! Welcome to Community! [Community Guidelines ] Gainsight is a community of real people who are passionate about customer success. Here they collaborate on answers, solutions and ideas about the products and services they love — and the ones they wish were better. We invite you to make your mark here, but we do have a few rules. Here are a few guidelines for using Community. Setup: When creating your account be sure to use your real name and your work email address. You can add a personal email address as a secondary option, but a work email helps us to identify which company you work with. Please also include a photo and your position title. "Sharing your real name and photo helps others relate and engage with you as a valuable and recognizable member of the Community. Activity: We are a community that wants to help and be helped! So go ahead and p

Hello Everyone! I am proud to publish the requirements for becoming a Champion here on the Community! If you don't know what a Champion is here on Community this is a brief description: Champions are the people who are asking lots of questions, frequently active, helping others in the Community, and overall making it a better place for everyone. To become and maintain your stats as Champion you need to: Have a minimum of 1000 points Earn at least 200 points a month As always ensure that you follow the Community Guidelines Champions who have become inactive after three consecutive months may lose their status, but can be reinstated when all requirements are fulfilled. These guidelines are subject to change as needed.

We have been in the process of implementing GS and are hitting some pretty frustrating roadblocks when it comes to setting up the logic to support our NPS methodology. We would like to send NPS surveys to customers based on where they're at in their contract v. a blanket send to everyone every quarter or 6 months, etc. This doesn't seem to be an unheard of idea and in fact has been promoted as a best practice by Gainsight and many other CS professionals, however we cannot get this to work with advanced outreach! We would like to send on the following schedule: New customers get NPS in month 8 of their contract and then every 6 months following. Existing customers will get them sent every 6 months based on contract start date. Has anyone else either run into this problem or been able to solution something that supports a variable send schedule?

Looking to explore this further and wondering what help content you used to get started, or if you're willing to chat! Thanks!

We have recently started to offer auto renewals to our new customers.  Many of them are in a segment that has no CSM, but does have the Renewals Team handle renewals. We're about to have some of our first automatic renewals come up and we're wondering what type of outreach other companies are doing leading up to this renewal/anniversary date. Is there a health check X days before the anniversary?  Are you reminding the invoice is coming? Does anyone have a best practice to share?

How to map GS customer survey feedback to custom case fields, so case owner can see the customer response within the case itself?

Hi All Were can I find Gainsight User Groups? It would be great to meet up with other Gainsight Users and learn from their experience.  I'm specifically looking for one in Dublin, Ireland myself but can't seem to find any anywhere outside the US. Thanks

What I love about Gainsight support is not only the technical prowess, but the customer service skills.  Impeccable.  (Cameron Wright in particular is stellar.)  It's as if they have all been through the Disney customer service training program (which, for those of you not familiar is pretty rigorous - no one handles or cares about the customer experience like Disney!) Most of my experiences working with (and for) support teams with various software vendors has been bland, less than courteous and I was left feeling (or I heard of customers feeling) like I was just another case in the queue.  Gainsight really is a high step above that.  I am made to feel like my issue is the only issue they are concerned with (even though I know they're juggling dozens more) and they are on it.  That feeling goes a long way, especially with particularly dicey issues - or when the issue turns out to be self-inflicted or due to an oversight on the part of

Polling for your experience with CSMs using chats to communicate with their customers. Is this being done with a specific group of clients - high touch, low touch, tech touch? Do you find that making the CSMs reachable through this means works well with scaling? What advantages and challenges did you come across for the Customer Success world?

Training 

On just my first day back at work after Pulse, I've shared Elements with two members of our exec team, a CSM, and two networking contacts. So far, I've just pointed them at www.gainsight.com/elements, which does have a beautiful interface and a good degree of detail. It's a bit high-level, though. So, it doesn't include some great content like change management best practices. (Not that someone wants to start at a detailed level, but it would be great to be able to drill into it.) Meanwhile, the presentations from Pulse's "Science of Customer Success" track are available online, but are [i]very detailed, and don't cover every Element. Is there a 'Goldilocks' resource available yet, or am I doing a good job at making the most of what's available so far? 🙂

I'm looking for best practices around internal NPS submissions for receiving feedback from a contact via email only where they didn't actually complete the survey. The internal question option is great, especially now since we can go back and retroactively add in additional feedback received from email or other conversations [i]for that particular survey response. On a couple occasions we have received only this written feedback due to the survey link not working (usually a cache issue we found after testing).  Do you complete the full survey on their behalf? Since the NPS question is required, do you make an educated guess on this rating (I don't think this is appropriate)? Do you create a cloned survey for these comments, mainly for storing the data? Your thoughts are appreciated!

Is it possible to have Contact records displayed under the C360, so that our CS managers can log tasks under these contact records from Gainsight? We want our CS managers to use Gainsight only for this kind of work, but unsure if this is possible or not.  Many thanks,  Ana Costa 

Sign up for Customer Success HQ, Gainsight's advocate community, and access exclusive contests and opportunities at #Pulse2018! Use this link (https://gainsight.influitive.com/connect/pulse18) to create an Influitive account and begin earning points you can redeem for prizes! 

Hello Gainsters! Has anyone had success in storing client recorded meetings, such as links from webex etc.? I could store the hyperlink in the activity part of Timeline however, that would be difficult to refer back to especially if there are a lot of activities to scroll through. Preferably, would like a quick reference option, either standalone specific to recordings or other. Would appreciate learning what others have done! Thank you and enjoy your day! 

Hi Community!Myself and a number of members of Gainsight's Product Management team will be attending Pulse in just a few short weeks (April 10-11, 2018). We'd love to meet you and discuss your product related feedback, praise, challenges and ideas! If you'd like to schedule some time specifically, please feel free to reach out to me at dahrens@gainsight.com.Click the banner below for more details and it's not too late to register!Looking forward to seeing you there!  

When loading our data intp Gainsight via Segment integration, what format does it have to be in?

It would be nice to have an Executive license that is read only so they can see Timeline, Success Plans, Health Score for each customer. I know we have the option to share Success Plans via a link but this is not sustainable when I need an executive to see every customer's Success Plan as I would have to go to EVERY customer and physically click share and do that for each Executive as well. In the same fashion it would be nice to expose Timeline too. 

We utilize the relationships feature to keep track of many programs that customers are running with us. Every program is important but if one program is red we would rather know the account is red - showing the account has important action items and may be at risk. Is there a way I can roll up the lowest relationship score as the account overall score? What does that configuration look like?