Perspectives from Gainsight

How do various teams handle the following? Say you have 10 CSMs, a sales team of 40, and a 2 Product Managers. 10 CSMs will have full access to gainsight using most of its features. What's the best practice for getting a view into gainsight activity for the sales team and product managers? They only need 'view' access into account activity, health score, etc. I know there are multiple solutions for this, but I'm wondering what are your best practices?

We are looking into whether or not using Relationships to drive product adoption will make sense for us, as well as how we may leverage Scorecard 2.0 at  both the Customer and Relationship level.  Seems like it could get pretty complex, so I'm looking for other Gainsight customers willing to share details of their success leveraging these features in this way.   If this applies to you and you'd be willing to share, please feel free to email me:  jeffrey.kirkpatrick@kronos.com. Thanks!

Is there a way to set up a quick search for Gainsight in the Chrome bar? For example, our users have this set up where “SFDC” and [customer name] will automatically search SFDC for that customer's name. It saves time & we've gotten feedback from CSMs that something like that for Gainsight will make it faster to use.

I was speaking with a few fellow CSMs last night and we were discussing where our CSM team ultimately lived within the organization. Some were a function of the sales team, others (like mine) are a function of the Client Services team. Some liked the fact that they were under sales as it made being tasked with revenue growth and account expansion easier to undertake. For me, I like that I'm not under sales so that I have the added credibility of not being a salesperson and my upsell recommendations come across as more genuine. Where does your CSM team live and what do you see as the pros vs cons of your structure?

Hi Gainsight Community, We are currently researching use cases for a new offering, 'Gainsight for Professional Services'. If you are using Gainsight in any Professional Services context - whether you collaborate with your ProServ team on Gainsight data or run a 'ProServ'-like process out of Gainsight let us know! We'd love to setup a discovery call with you to learn more about what you're doing. Please respond here or email me at mforshaw@gainsight.com. Thank you in advance for your time! Marie Sr. PMM

I am very curious to learn how other SaaS companies are demonstrating the business value of your solution to your clients. Namely: how are you determining WHAT the measurable business value is? when/how do you take current state baselines of those metrics, with your clients? when/how do you set goals for those metrics, with your clients? when/how do you report on progress against those goals? are you using ROI metrics associated with revenue? are you using KPIs associated with achievement of your client's business goals? are you using KPIs associated with adoption/usage? are you using KPIs associated with end-user satisfaction? what processes and tools are you using to operationalize all of this?I consider this the most important pillar of customer success. Do you?

I'm curious to learn what types of success plans people are creating other than at-risk or a standard success plan.

Hi, has anyone had success configuring editable list views and inline editing from a list in Gainsight? We've built a view in SFDC that allows users to easily make updates to multiple accounts without clicking into each record, but haven't been able to replicate in Gainsight. Thanks in advance!

I'm looking for some help in how folks are combining Success Plans with CTAs. Any experts out there want to help me out with a coaching session? Cheers - Jon

Does anyone have questions on Bionic rules, please share them with us.We will add them as part of the documentation and share them with you.

Looking for suggestions from the field on best use case for the following scenario from an admin's perspective... We'd like to pull a report across multiple objects (i.e. opportunity, account, customer info) that we can review upcoming Customer Success owned renewals each quarter. The strategic part I'm trying to figure out is how do we track a couple of key questions that we will fill out during our meeting and store them so we can push this information upstream at any time. What are your suggestions for the best area to do this: 1) Data spaces - my initial go-to. Relatively easy to pull this info into a report, but I'm not sure the best way to capture information from our meetings. 2) MDA - Another thought was to build a table and either feed this via rules engine, or just to upload information manually via csv after each meeting (since this will only be quarterly). This is a little more high maintenance but we could add in a column for da

Has anyone found a successful way of tracking an SOW that is outside the scope of an opportunity? For example, if a statement of work has been signed which is open-ended for a period of time, it is not captured within an opportunity today. Preferably, I would still like to be able to capture that revenue in an opportunity or perhaps as a separate identifiable way. Thank you in advance for the ideas! 

Hi everyone, we are hosting our fifth customer success meetup in Berlin and where the first ones doing customer success meetups in Germany.  If you are interested to share your knowledge or want to network in the Berlin tech scene, join our next meetup on September 12th at Signavio HQ. https://www.meetup.com/de-DE/Customer-Success-Meetup-Berlin/events/242565941/ Looking forward to seeing you there,  Steven

Did you ever face a challenge while using Gainsight product? How did you solve it?  We all have different ways of solving/resolving them but what is the approach used is important? We would love to hear your efforts in solving any such challenges.  Would really appreciate your feedback here. We pick one approach and award it 🙂

Hi all -- We're building out our Customer Journey programs and I was hoping to source some good content from y'all. Do you have a job description you've used for the person who is leading your Customer Journey strategery*? A few things that come to mind:  This could be a business heavy Customer Ops role. This could be a project charter that your company scoped when building out your Customer Journey strategy. This could be related or not related to a Customer Marketing role. Thanks so much!  *Yes, I know that's not a word, but it feel like it fits the ask 🙂

Is any of you involved in creating awareness/enablement campaigns for end users that you are not in direct contact with? The challenge is to get your contacts to reshare the posts you send them. I am involved in such situation and having quite a challenge with these gatekeepers. Aside from - promoting the adoption value of these campaigns - not calling them "campaigns" so they do not get confused with marketing tactics - making them conveniently available to follow their deployment schedule - offering the capability to understand the reach and the impact on usage I am thinking about - offering.gifts certification when we can see total shares in hundreds or thousands - providing access more often to goodies like infographics, videos, etc. What has been your experience? Any good tip or word of advice?

Reaching out to the community to see if I could connect with some folks who have implemented a health scoring system specific to the onboarding stage.  We are a SaaS company and would like to measure the effectiveness of our onboarding.

Hi, I was just wondering whether there was a way to choose a default page for when you log into Gainsight. For example, having the Timeline open to your own clients. This will just save navigating every time to the part of the platform that you use the most. If this is not possible, I was wondering if there are any work arounds or time saving tricks for navigation to your own clients? Thank you in advance! 

How did you build the right environment to support the launch of Gainsight?

How do you manage critical hand-offs in your organization?

How do you establish a successful “Voice of Customer” program?

What are some of the most important reports and metrics that your CS organization tracks?

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 post your crazy question.K

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We are looking to put together a 1-2 page brochure of our Customer Success offering - activities performed, benefits to the customer, etc. Wondering if anyone out there has developed a similar customer-facing brochure that they could share as examples?