Perspectives from Gainsight

A big thank you to everybody who attended our recent CSM roundtable on Transitioning from Reactive to Proactive Risk Management where we did a quick review of this No Surprises - How CS Can Minimize Your Risk and discussed Risk Management strategies from the lens of the CSM. Whether you made it to the event or not, we’d love to continue the conversation here and collect your feedback on any topics for us to incorporate into future CSM Roundtable sessions.  Feel free to add any burning questions/thoughts/ideas here for us to answer!  You can find the recording here, and the discussion slides are attached.  Thanks!

Whenever we are in a position of having to “influence and adapt” someone’s behavior, you are in the business of practicing Change Management techniques, especially when it comes to doing it professionally in your team, department, or organization. There’s usually a need to alter the status quo, a vision and a sponsor, a strategy to inform the rest of the affected people and train them to perform at their best abilities in the new expected “way of working”, while fostering a climate where they could thrive and achieve milestone after milestone. So what is Change Management? Most of the time it’s used as a buzzword to describe an indefinite set of actions and processes that, together, should create the perfect recipe for success. How I see i

Missed the webinar on Mastering ROI: Day in the Life of a CSM” for an inside look at how Gainsight CSMs are redefining customer success through data-driven, prescriptive approaches that not only foster customer loyalty but also drive ROI while effectively mitigating risks.You’re in luck! You can find the recording and slides below. If you have any questions, please thread them below!Here is the recording from the webinar and the deck is attached!  

In the realm of digital customer success, having the right tools at your disposal can be a game-changer. These tools can help empower you to navigate customer engagement and satisfaction seamlessly. At Gainsight, our journey in crafting exceptional customer experiences has unveiled a toolkit with invaluable resources. Here, we unveil our top 5 tools to elevate your digital customer success journey. 1. Gainsight Customer Success Platform: Your Command CenterAt the heart of our arsenal lies the Gainsight CS Platform—an all-encompassing hub tailored to orchestrate and streamline customer success operations. This platform acts as our command center, offering a panoramic view of customer data, health scores, and engagement metrics. It empowers our teams to proactively identify risks, and opportunities, and personalize customer interactions for maximum

Hi All! We have developed our Digital Customer Experience program's foundation, ensuring we connect with every new customer for their first year of engagement. Still, I’m curious about what JO strategies you've implemented to engage existing customers who are 1+ years old. We want to create meaningful and intentional content to make customers feel valued throughout the customer journey. 

I’m a Gainsight user and leader of an Account Management Team with a focus on sales in particular and am hoping to find someone in a similar position elsewhere to speak with and share some best practice ideas with.Not necessarily only about GS usage, but a chance to learn from each other and grow together over a call or two.Would be great to hear from you if you’re interested in catching up.Rich

Have you ever been in a position where you had to influence people? If you, like me, are curious on the WHY sometimes a team or a project succeed and achieve all their goals, while others fail, without seeing little to no value, then join me in our upcoming Change Management webinar! Details below:Date & Time: Thursday, Dec 7th, 2023, at 3.00pm GMT! Registration Link What to Expect:Fundamental Pillars to get started with your Change Management Strategy; Gainsight ROI when building Change Management best practices - how you can leverage the tool for your strategy; Q&A at the

Hi everyone! I shared this with a group today, and they thought it was helpful, so figured I’d share here as well. Our discussion was centered around how to get new processes off the ground when working around red tape or multiple stakeholders needing to provide input or approval. To circumvent this issue, I created this spec template that I use for our team to create a build plan. This means that when we do meet to get approval or to ideate, we already have a clear picture of what needs to be done and have a fast time to approval. The flow for us is as follows:Requester fills out the request portion of this template (if there isn’t a person raising the request, you could use this section for ideation or the broad workflow/problem statement that is easier to digest for a broad group and not just Gainsight admins) CS Ops fills out the build plan: this is where I go in and fill out everything I will need to do to uplift the idea in Gainsight. This he

Whether you are beginning your journey to establishing Digital Customer Success (Digital CS) within your organization, or have been executing upon Digital CS for some time now, it’s important to understand how to effectively measure success with the digital motions you and your team create. At Gainsight, we take great pride in not only our Digital CS motions, but the results we measure. So much so, that we often share them publicly at our Pulse conferences to help provide confidence to take the leap into the world of digital cs, and inspiration on what to do next. Much alike our dedicated customer success teams, we look to leading and lagging indicators to help us measure our efficacy. The key difference however, is that these indicators carry a priority toward data points available to us, and are repeatedly measurable in an automated fashion. 

When I first heard that Gainsight acquired inSided, a market leader in Customer Communities, I took a moment to think about the bigger picture. Having worked at an organization that leveraged both the power of Gainsight and inSided, I knew just how valuable this acquisition could be. Your customer community, after all, should be a vital tool leveraged by all customer-facing teams, at every part of the customer journey. With the power to provide customers with a safe space to ask questions, log feature requests, and view recent and upcoming changes to your product. When you think about your customer community, you may wonder how exactly it fits into the full customer journey, from pre-sales through to

Hi Gainsight community - first post for me.I would like to ask a generic question on Customer Success (are more genetically on Customer Experience).Any software company receives questions of different types in its support channel - in our case at OutSystems e receive lots of “How To” questions that are not product issues. These are questions relate with best practices of how to use the product or simply “request for help” to understand why the customer implementation is not working as expected (troubleshooting). My question is - how do you deal with these Q&A coming via the support channel in your companies?I see a few options:have the support team answering these HowTo questions (it’s included in Support) Have the CS team answering these questions in a pooled capacity(handover from CS to Support) Have a professional services and digital offer to cover for this Q&A - only paying customers will

'Ever wondered how to supercharge your Customer Success team with automation through Gainsight? Look no further! ? Join us for an eye-opening journey as Moveworks reveals how they saved over 4,000 hours in just 6 months by seamlessly integrating AI, automation, and Gainsight. ? Key Achievements:3x improvement in Joint Success Plan throughput. Saving over 4,000 total CSM hours, making every minute count. Automatically summarized 4,800+ calls for actionable insights. Sent out a whopping 2,000+ emails with precision and ease. Generated 1,200+ decks at the touch of a button.

 Executive Business Reviews (Part 1) - Make Them Taste Good 

Inspired by Pulse, I’m revisiting a document I created exactly a year ago but completely overthought so I avoided posting it 😅As a member of Gainsight's Customer Operations team, I've been asked numerous times about how we manage our team's operations, including administering our Gainsight and Zendesk instances, enabling our CSM and Support teammates on internal processes, and implementing strategic programs for our customers. While I’ve had many one-off conversations, I’ve struggled to pull together all of the details to share more holistically. This is me holding myself accountable (hopefully).  I'm planning to write a series of posts that will hopefully provide insights into the key processes that we’ve built at Gainsight that I hope are helpful!Here’s an overview of what I’m planning - what else would you like to see/learn?

Friday CS Analytics day comes early!Benchmarkit executed a large CS Benchmarking study in partnership with Gainsight.  Details below.I was looking into GDR/NDR performance for companies with and without CSMs.  Excited to share there is much better performance (statistically significant) with CSM team.  Discover other insights from The CS Index 2023 for North America. We surveyed over 400 companies about the state of their CS organizations, the metrics they use to measure impact, and the ways they plan to invest in CS and CS Ops in the future. This year we took a heavy look into

Just wrapped up a webinar discussion on CS Compensation trends with Ray Rike from RevOps Squared.Summarized the trends from our 2023 CS Comp Survey Discussed how we’ve seen CS comp plans evolve over the last several years Compared the two ends of the spectrum for comp Variable based on Renewal/expansion performance  Variable based on Outcome (typically an Activity, Indicator, or Result) We had a ton of questions during the session that I wanted to bring to the community.  Dont see you question here? or don’t see an answer?  Create a community post and tag with #compensation! First, a set of questions that are answered in the report - so head here to get it! (

An informal survey of CCOs about CSM compensation gives us some incredible insight into the broad variety of ways that comp has been structured. See attached PDF, linked below.For example:About half of CS teams have some amount of team-performance variable comp Median variable comp is 20%:⬇️ Attached PDF with much more info ⬇️

I’m excited to share the first in a series of posts around how we do CS Ops at Gainsight! We’ll be starting with our OKR+Project+Sprint Planning processes as these are the backbone of how our team operates across our entire Ops & Scale organization. My hope is that this is helpful for any teams looking to begin a similar process or are looking for inspiration. If you missed the initial post, check out other topics we’ll be discussing an feel free to add additional ideas!This is a process we’ve iterated on over the past 2.5 years and will continue to tweak as we go. I’d love to hear other ways your teams are planning your w

Hi everyone,I haven’t been able to find an answer (or maybe debate?!) to this question so hoping to get some ideas. It has become apparent that some of my CSMs are logging their mid-term upsells as the pro-rated amount in the Renewal Center, and some are logging what the full ARR would be if not upsold mid-term. I can think of arguments for both sides here:FOR pro-rated: if you log it as pro-rated that's the money actually coming in, and you'll see the NRR benefit fully at renewalAGAINST pro-rated: If you log it as pro-rated you're being penalised due to the point the customer is at in their term which isn't representative of the size of the upsellI wonder if anyone has experience either way, or can recommend the best way to do it? Thanks!Sophie

Hi everyone! Today, I'm excited to give you a sneak peek into the Moveworks Customer Spolight with Gainsight and how they integrated their operations  with us to drive efficiency and automation. 🤖 Moveworks is an AI technology leader, uniting enterprise systems with a chat-based platform for instant information access, enhancing the workday.Their tech leadership are on the Cloud 100, Forbes AI 50, and AI breakthrough awards.  The reason behind choosing Gainsight: robust data model, total flexibility in product configuration, seamless integrations (including native ones like Snowflake), and incredible account support. Journey in automation and efficiency. In just 8 months, we've saved over 4,00

Recently, Gainsight brought together a set of CS leaders from the edtech industry.  We ran a roundtable focused on wins and challenges with edtech customer success. I’ve summarized the discussion below and added a few resources including an invitation to a new cohort program for Gainsight customers. The first cohort is focused on Risk Management. Sign up here to learn more and participate!Do these topics resonate with you? What’s one win and one challenge you have?  Share here to learn from the rest of the Gainsight Community! Tyler 

HeyI would love to join this event but I’m Europe based and can’t make the evening. Can you either publish the recording or do another session for those in Europe timezone? Thanks