Perspectives from Gainsight

My company is just in implementation with Gainsight, and I am just getting acquainted with the tool and am wondering how best to use the 'comments' section on C360.  If anyone could comment on how their CSMs or other users are utilizing this field, I would appreciate it.  Thanks! ~Anne

We use "Support" as a scoring field and are still thinking through how to score our account.  Things we think about are: "is it good or bad if someone has no cases", "are a lot of cases always a bad thing", "without perceiving customer tone, how do you automate this scoring"....Has anyone else looked into this before?  If so any good recommendations for this? 

Happy Friday everyone! Our Customer Success team is excited to announce new weekly ‘Gainsight on Gainsight’ webinars starting July 29th. These webinars will be hosted by members of our Customer Success team and will showcase how we use our own product, and other topics currently being addressed by our customers and our own team. Where: Please read through the descriptions and register for the sessions that interest you! Why: The purpose of these sessions is to share best practices on Customer Success and Gainsight When: Every Wednesday between 9-9.45am PDT What: Upcoming topics include operations, risk management and scorecards and we’ll leave some time to answer any questions If you can’

Hey Guys! I'm looking for people in the twin cities (Minneapolis/ St. Paul) that would like to meet up and discuss your customer success programs.  I'm feeling all alone out here, and I'm sure there are others in the area who feel the same! Join the Meet Up I started and let's chat!  http://www.meetup.com/Twin-Cities-SaaS-y-Success-Advocates/

On June 25th at 10am PDT, Lincoln Murphy, Customer Success Evangelist at Gainsight, will host a webinar on the 3 key areas of focus that can ensure companies achieve their customer success goals and realize the economies of scale that are so important to growing businesses. He will show you how a customer success strategy focused on segmentation, automation, and documentation is key to scaling Customer Success. A customer success program that lacks strategic thinking in any of these areas is sure to fall short and unlikely to achieve scale or meaningful results. In this 60 minute webinar on the keys to scale we will discuss: How can you implement automation without harming customer relationships? What is the right strategy to segment your customer base? Which process are important to docume

I'm filming short customer testimonial videos next Tuesday and Wednesday at Pulse. Videos will be filmed in the video booth in the customer VIP lounge. I'd love the opportunity to interview folks for 30 minutes -- let me know if you're interested and I can get you set up. 

When bringing on board new members of your CSM team, what does your training program look like? How much time is spent on product knowledge, project management, consulting, etc., and how long until they start working with customers? In addition, could you also share how you would rate the complexity of your solutions for new employees to learn on a scale of 1-10, with 10 being the highest? Thank you in advance for your insights!

What are your organization's best practices for following up with customers after administering an NPS Survey? We'd love to hear your ideas and lessons learned. If you'd like to learn more about NPS Surveys and how to set them up in Gainsight, here's a detailed guide to get you started. 

5 Customer Care Lessons from Dr. Seuss http://www.parature.com/customer-care-dr-seuss/

It would be incredibly helpful to get some collateral that compares the functionality, pros and cons of Market vs. GS Email Services vs. Salesforce Email service.

There are some amazing facts to be learned from this deck on SlideShare: - Reducing churn by 5% can increase profits 25-125% - It costs 5 times more to acquire new customers that it does to keep current ones - The probability of selling an existing customer is 60-70%. To new customers it’s 5-20% http://www.slideshare.net/Evergage/tenstaggeringstatistics1-130204133151phpapp02 Enjoy!

I'd love to see some examples of how a SFDC report looks like when reporting against the Features objects.

This article was shared within my team. Not 100% connected to customer success, but some great insight can be pulled from it. http://blog.natero.com/customer-experience-tips

Wanted to share this interesting article: lhttp://www.forbes.com/sites/christine...