Perspectives from Gainsight

In our monthly meetup group about the CS Ops of Digital Customer Success, we spoke in February 2023 about measuring digital CS. Here’s what we learned! 🎞️️️️ Recording of key takeaways from each breakout room 📝 Note-taking slides from the br

Unlock tangible opportunities for improvement in just a few weeks with our Customer Success (CS) Strategic Assessment Program. This comprehensive 4-step analysis covers discovery sessions, CS charter evaluation, customer lifecycle alignment, and financial metrics review. You'll receive a detailed, actionable roadmap with strategic initiatives to enhance customer satisfaction, retention, and drive growth. Ready to elevate your Customer Success strategy? Let's get started on your path to success. https://lnkd.in/gNYmAf7g 

In a world of AI and hyper-personalization, how do we build an ethical approach for 1:many programs? In the rapidly evolving landscape of digital customer success, leveraging AI and hyper-personalization can significantly enhance customer experiences. However, as we build these 1:many programs, it’s crucial to consider the ethical implications involved. Just as with AI, setting clear boundaries and guidelines is essential to ensure we prioritize the well-being and trust of our customers. Defining Limits Similar to AI EthicsOne key aspect is defining limits similar to the ethics of AI. Establishing boundaries helps prevent potential misuse and ensures that the technology serves its intended purpose without overstepping ethical lines. Transparency in how

On April 23, 2024 Nuria and I co-hosted a Webinar on how we were able to optimize Onboarding by using Gainsight PX and Gainsight CS.Here is the original link to the Webinar:Nuria and I decided to create this post in the Community to address the questions that were raised in the Webinar, but due to time restrictions, we were not able to address. Here is the complete list of questions. We will add the answers shortly.Q: With the risk management workflows, can you add more detail as to what are some of the cracks / gaps customers fall into? And how do you identify those?A: Q: Is this the only onboarding program or do you offer a "white glove" implementation services product as well?  If so, do implemented clients go this onboarding journey also?

We completed our second Healthcare Brain Trust marking our half way point of this four part series. As a reminder, our Healthcare Brain Trust series brings together healthcare tech’s finest with the goal to tackle common challenges and brainstorm solutions around Customer Health in a collaborative environment. Insights and takeaways from our discussion:  Selecting Effective Metrics: Identifying the right metrics for health scorecards is crucial. The group shared challenges in choosing metrics that accurately reflect customer health and discussed the potential of AI to aid in correlation analysis, helping to pinpoint the most predictive indicators of customer success. We discussed Gainsight’s AI Scorecard that offers Admins assistance in Scorecard configuration recommendations to

Change can be daunting. It disrupts the familiar, introduces uncertainty and is often met with resistance. In this blog article, Grace Tester discusses the four crucial elements team leaders need to include in an effective strategy when planning, communicating, and implementing change within an organization. A Guide to Change Management: The 4 "Ts" of Training and Enablement (ncloudintegrators.com) 

We recently hosted the first of our four part Healthcare Brain Trust series bringing together healthcare tech’s finest with the goal to tackle common challenges and brainstorm solutions around Customer Health in a collaborative environment.  Key Themes included: ✍🏻 The importance of understanding and implementing effective customer health scores and the challenges and opportunities associated with data sensitivity and privacy.  🙌🏼 We also explored the value of having clear definitions for metrics that resonate across different departments to ensure a cohesive strategy. 💪🏼 We

I’ve recently taken on our NPS program.From my research, the practice seems to be pretty standard: Quarterly, Semi-Annual, or Annual Surveys In platform and/or via email  Short surveys Rating scales Open text box for comments Maybe 1-2 other questions, usually Which areas drove their score Which areas most need to be improved Follow up with Detractors Is there anything innovative or best practice beyond the core approach that you do or have seen done? (Caveat: We’re only a CC customer so far, not PX or CS, so looking for programatic tactics, not Gainsight-specific features. Though any helpful GS features could help us map a path to those other solutions)

 Compensation data has not existed specifically for Customer Success Operations. In January 2022, Gainsight and the customer-run Gainsight Global Admins community collaborated to gather the first set of benchmarks.Our anonymous survey received 296 responses. Gainsight customers likely represent a significant portion, but the survey was also publicized broadly. Responses were encouraged from all types of CS Ops professionals.

Gainsight is excited to announce the upcoming release of our 5th book published with Wiley. Authored by Nick Mehta and Kellie Capote, this latest title provides a deep dive into Digital Customer Success.  The book includes incredible contributions from across the customer success industry—many of whom you can find here in the GameChanger Community! Whether you’re a budding CSM or a seasoned executive, this book is crafted to empower you with the knowledge to lead and innovate in Customer Success.Available for pre-order now through online retailers like

Thank you all for those who attended our webinar  “Nurturing Your Health Score Toward Victory” this week! Our recording can be found below, along with a copy of our deck attached.Recognizing making revisions to your scorecard is a journey, we walked through some foundational best practice components, the path of maturity, and a walkthrough of the analysis my colleague Mark employs here at Gainsight.Key takeaways:Incorporate Customer Outcomes and Experience into your scorecard: track outcomes using the DEAR framework, and track experience using listening posts such as surveys and sentiment. CSMs who embrace Health Scores fi

Find out how nCloud Integrators Expert Services team worked with apree health to save the company approximately 100 hours per year in Quarterly Business Review (QBR) preparation time and 30 hours per month training new customers in this case study with Joseph Beker, Manager of Customer Success Operations for apree health. https://www.ncloudintegrators.com/projects/apree-health--case-study 

What is best practice for collecting NPS from Partners (both implementation and resellers?)  Additionally, how are you gathering feedback from your Partner’s customers that have your products? Thinking it could be helpful to use that for mutual accountability in our partnerships and understanding additional areas where we can support/enable our partners.  Any advice is greatly appreciated!

How do you know if your customer success health scorecard is hitting or missing the mark? Kate Griffin, VP of Professional Services with nCloud Integrators, outlines three steps you can take to evaluate and improve your health score effectiveness. Unlocking Customer Success: Mastering the Art of Health Score Optimization (ncloudintegrators.com)

@shantan_reddy and I led a webinar on how AI and how it's reshaping the way Customer Success Leaders operate every day.Here is the recording of the webinar:  

At Gainsight, we’ve recently been driving the strategy of personalization at scale for our digital customer success motions. Just last week, I had the opportunity to take a deep dive into this topic, sharing some of what we’ve learned as part of a webinar. If you weren't able to join, don't worry - you can check out the recording here. Demystifying PersonalizationBefore I delve into "how", it's important to understand "why" large-scale personalization is critical, and mastering digital customer success requires orchestrating a seamle

I’m seeing more and more organizations put the importance on digital led segmentation as they go into the end of the year. It is important to focus on digital led strategy to plan for durable growth over the next few years. The question I’m seeing get raised is “How do we transition customers into a digital led/digital first program?” This question is one I faced last  year as we were building out our segmentation. The hard part was I couldn’t find many resources on how to do this. However, I did have some great conversations with people at organizations who had to make changes to customer engagement models (high touch to mid touch, changing CSMs). We took some of these best practices and applied them to our approach. Determining when to transition customersThere are three ways we identified when customers should move engagement models:Evaluate their current engagement - Look back at the data you

The customer cheat sheet is the first of the many Generative AI capabilities that Gainsight plans to deliver over the next few months. As you leverage and enable your users on Cheat Sheet, here are a few things to consider:Value:Executive summary on what’s going with the account: If you are an exec, and If I were to ask you what are your top pet peeves, chances are that I will hear about those last minute customer meetings where you don’t get enough prep or the meeting prep is inconsistent across different teams and individuals. And if you are a CSM or any customer facing team member, you probably do not enjoy writing and briefing your executives for those customer meetings which sometimes takes hours. What customer cheat sheet would provide is an instant, high quality summary that leverages Generative AI to create customer summary from  unstructure

To operationalize and connect outcomes, a structured approach is essential and helps focus your efforts from sheer activity to strategic value creation. In this blog article, Kate Griffin, VP of Professional Services for nCloud Integrators, discusses a framework for operationalizing your Customer Success (CS) outcomes and 4 essential principles that can help you unlock the full potential of your CS efforts. Read the article here: Maximizing Value: A Guide To Operationalizing Your CS Outcomes (ncloudintegrators.com) 

What’s a good CSM to Account Ratio? What about Avg. ARR per CSM? How does NRR & GRR compare in the segment we operate? How do we benchmark ourselves against our peers for these types of performance metrics?These are some of the typical questions that come up across our customer base and across the market. However, finding reliable sources that consolidate post-sale KPIs for comparison with peers in your segment is challenging, if not impossible. The problem further deepens, as these metrics are constantly changing as companies mature and develop Scaled & Digital CS approaches.Don’t worry, It’s going to be a problem of the past with the arrival of Gainsight’s new

I’m excited to be hosting a webinar that has been a popular one amongst customers that I’ve done it 1:1 with, so I thought I’d try it as a webinar. Join me for a session on how I leverage Gainsight on a daily basis to manage my team, and how you can also supercharge your use of Gainsight to get meaningful insights that help drive proactive actions to achieve stellar customer outcomes! 📅 Date: Wednesday, January 31, 2024🕒 Time: 1pm CT📍 Where: Register Here 🚀 Webinar Highlights:Manage your team and customers efficiently using Gainsight. Identify missing processes and reports in your operating rhythm. Establish clear expectations for your team to drive proactive actions. Let me know in the com

If you missed our webinar on January 31 on A Day in the life of a CSM Manager - Mastering Gainsight for Effective Customer Success Management hosted by Nick Morris, Manager, Customer Success, Gainsight. You can find the recording and a copy of the slides below.During this webinar we discussed:Manage your team and customers efficiently using Gainsight. Identify missing processes and reports in your operating rhythm. Establish clear expectations for your team to drive proactive actions👉🏼Slides 

What are your top 3-5 metrics for measuring Customer Health?We don’t use Gainsight CS yet (hopefully down the road). We’re just getting our feet under us in a reorganized/refocused CX org under a new Chief Customer Officer. Our historical way of measure customer health relies on a lot of subjective data and qualitative inputs. We’re looking to switch to tangible, quantitative metrics that remove subjectivity. Customer Health will be one side of the coin, sentiment (NPS) will be the other.Industry: B2B SaaSSaaS: app-building platform 

Yes, you read it correctly – we achieved an astonishing 400% increase in webinar registrations! Setting the StageIn the realm of webinars, it's easy to find solace in routine – the same emails, in-app banners, and messages sent uniformly to all our customers. However, true progress arises from challenging the norm. That's precisely what unfolded in our latest webinar. The Power of PersonalizationHypothesis: Personalizing messaging based on the customer's role will significantly enhance registrations and attendance.It may sound straightforward, but the impact was extraordinary. We set out on a mission to test the transformative power of personalized communication.The ExperimentWe decided to shake things up by crafting two versions of every email, in-app engagement, and every piece of communication. The personalized version was tailored to the unique roles