Perspectives from Gainsight

Hi team,  Does anyone know of a way we can freeze a churned/will churn customer's health scorecard in Gainsight so that we can start reporting on trends? When a customer churns, we move them to the "Churned" Stage and our CSMs will close out the CTAs as Closed Risk to clear out the noise in their cockpit. Since our scorecard colors are driven by specific reason codes, once the CTA is closed, each measure will turn green the next day. This causes a problem for our churn analysis downstream. Any tips on how you can keep the cockpit clear but also keep a record of all of the risks identified in the customer account? BONUS question: We were also thinking of trying to find a way to operationalize "If a customer is in Churned Stage, then the Overall Health Score = RED (or black) or some really obvious color" Any tips on this? Thanks! Linda

Tales of Groc: the Customer Success Caveman Installations of Tales of Groc will be released bi-weekly [i]Geologists from Stanford University recently made an astounding discovery. Drilling core samples in Palo Alto, a thousand feet below Sand Hill Road, they discovered the fossils of an ancient civilization. They're excitement grew as excavation revealed a Neanderthal community with complex tools, written language, and a primitive subscription economy. [i]A paleo-forensic team pieced together the daily life of one adult Neanderthal that lived there 40,000 years ago. They've published his narrative below, and titled their work the Tales of Groc, the Customer Success Caveman. Chapter 1: Blindside Churns Groc arrived at the office bleary-eyed. His 6-month old cavebaby had been crying all night. He’d had a thin breakfa

Has anyone successfully written a report or built a CTA to fire when the Number of Contacts tracked in Sponsor Tracking is 0? We haven't solved for this one yet, mainly because Gainsight (and a lot of force.com, for that matter) cannot detect the absence of something. My leadership team wants to see how many customers have 0 tracked contacts, and then to fire a CTA when this occurs so it can be remediated.

We are going through the process of re-evaluating our NPS Program. I would love to hear how others here do NPS.  Some of the areas I'm specifically looking for input on are: How do you create buy-in across your company to empower others to followup and create change for responses? How many questions are on your NPS survey? What processes do you have in place to ensure timely followup and follow-through on responses? How do you increase your response rate?

Hi Anyone have any idea how chart colors can be changed when charts are created in Reports 2.0 using MDA data? More like is this even possible? Mainly because below you can see the two Green colors are almost so similar its confusing to which metrics this is referring to.

Hi, I am new to Gainsight and looking to get some information on how Customer Marketing teams can leverage the tool to keep the customers engaged and enhance the customer experience. We are using Marketo to run our Marketing initiatives and have it integrated with Gainsight. It would be helpful for us to know the best practices of using the integration and the value it provides. Any inputs on how you're using these tools together would be very helpful. We thought of running some campaigns like Client Onboarding, Cross-sell, Up-sell, product usage related, etc. from Marketo. Thanks, Shashank Sharma

I am curious if anyone can share models that they have used for understanding the loads of their CSMs and hiring models as it relates to sales pipeline. I am working on some of this internally and would love to learn from what others have already done. 

My company is new to Gainsight and we are about to start the implementation. Any tips, thoughts, ideas you have for a company brand new to Gainsight, things you wish you had known before you started?

I am wondering if any CS Ops teams have implemented a change request document for changes to be made in Gainsight...as an example, removing fields from the attribute section of the C360.  My thought is that this will be helpful in getting approval from the CS Ops team to make the change, providing the reason behind the change, and then most importantly, having a 'paper trail' of what has been done and why.  I would prefer not to recreate the wheel if someone has already done this.  And, I'm interested in hearing how other teams handle changes in Gainsight. Thank you! ~Anne

Checking to see if any of our Customer Success professionals here have an elevator speech about Customer Success that you deliver to your internal IT team?   We have developed one, but our internal team - still seem a bit confused and reluctant about what we do.   Churn hasn't been an issue, but they wonder if we are stepping on their territory.  Has anyone experienced this and do you have a winning elevator speech that we can explain to IT - so they can explain to the people they face on our Customers team?

A couple of our scorecard measure have an N/A (not applicable) option  I've found that when people select this it skews the score down which makes sense since the grading scheme is set at the bottom with 0-1.  How do I allow for there to be an option for does not apply that will not effect the overall score?  Even if I make it 50/right in the middle that will also be an inaccurate representation of the overall score. Thank you, Lauren

We have a rule that creates a CTA when there is a change to a sponsor (Title, Location or Company). The details of the change, ChangedAttribute  NewValue and OldValue are captured in the tracking history. However, I need to include this information on the CTA so the rep know what changed. How can this be done?

Hi Community! Check out this new blog post by our Senior Director of Product Marketing, Puja Ramani, that shares her 7 tips to Run an Effective Customer Advisory Board. http://www.gainsight.com/2016/01/05/7-tips-to-run-an-effective-customer-advisory-board/

We're looking for ideas on how to pass product suggestions (or red flag issues) to appropriate parties via GS.  Currently, most of this is done via email as all our teams aren't in GS or SF for that matter.  I was thinking of creating a task in GS, and then, have a rule that runs when it sees that task, and either automatically sends an email to the correct group.  Anyone done anything similar or taken another approach?

Hi All Does anyone know how we can download this list? Naquiyah

We have several different reports that our CSMs need to run frequently, and we're looking for a way to create links to those reports within GS.  Ideally, it would be great to be able to add a widget called Important Links, and then, add several links into that section for easy access.  Has anyone done anything similar or have other suggestions?

Does Gainsight have a way to integrate the analytics from platforms such as Jive and Lithium so that the Community activity of a customer can also contribute to their health score and alert to any potential issues?

Unfortunately there are times where an account churns from being a customer.   And , unfortunately, there are a couple times when an incorrect account is loaded into GS. Its simple to find the account in a standard view and delete the account.   I was wondering if there was any best practice about perhaps "marking" the account as churned in GS versus deleting the account. The account is updated and altered in our CRM world as an inactive customer along with the appropriate notes.   But does anyone currently keep these accounts in GS and mark them as "lost"/"churned ?   Havent yet explored the idea of creating a rule to *delete* churned accounts automatically.   I assume if the accounts stayed in GS, the views , dashboards, perhaps rules would have to be adjusted. thoughts ?   feedback is much appreciated.

Was doing a Scorecard report and showing the metric values.   I decided to include a column in the report with the "Deleted" data field from the Customer object.   I am seeing the values of "false" and "-" and was wondering if "-" equals "true". Also, was assuming the data would by default only show if the scores were from valid / active customers or should we , by default, be sure to include "customer = true" as a default filter to most reports ?

Hello customers, you may have already read about Gainsight Vault, released this month, which provides the ability for you to import best practices into your instance. Currently you can import various playbooks and surveys created by the Gainsight team.  We are planning to extend this functionality to import rules and reports as well. We would love to share and get feedback on the flow and user interface. Please let me know if you are available for a 30 minute or 1 hour group call. Thanks, Gaurav

Do most companies allow all their Gainsight users to see Survey Response and NPS Response text, or only some users? 

In the survey analytics, there is a "view details and followup" option for each question. From this view, it looks as if you can then create a task (or CTA?). However this does not currently work in any org I have access to. I've not logged a support ticket, because I thought this may be old functionality. Can anyone confirm this and update me/Lila? https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/User_Guides/Survey_Analytics (see bottom half for workflow and functionality I'm referring to)

Hoping to get some feedback on how others are using GS.  Currently, our teams are feeling more like our playbooks are more checklists.  It feels like our Success teams are very process heavy (partially because they are new.)  Looking for ideas or wins you've had in getting your teams to use GS to think more strategically versus transactionally.

When we worked with Gainsight to set our Org up they set us up with 15 minute increments between each rule since we have about 60k accounts to query.  We are now running out of 15 minute increments in the day.  Does anyone use less than 15 minute increments?  

Is there a way to make a question dependent on certain criteria in Salesforce? For example, with our NPS question if they select a 9 or 10 we want to ask them if they would like to be a reference for us in the future BUT we only want to ask them this if they have not already agreed to be a reference which is a box that is checked on their contact record type in SF. Is this possible?