During my tenure at Gainsight, I have had the opportunity to collaborate with a diverse range of Enterprise organizations worldwide, spanning various sectors such as healthcare and education. While the specific use cases may differ from one organization to another, I frequently encounter common inquiries as a Gainsight PX CSM. In this blog post, I'll address the top 5 questions I receive:
1: Where should I start?
Although PX itself is an intuitive tool, becoming an expert may require a slight learning curve. My recommendation to customers is to invest time in PX University, a hub that offers comprehensive training resources. These resources include everything from installing the PX Tag to enable user tracking, to learning how to execute targeted in-app engagements. Our training videos available in the university will swiftly elevate your proficiency!
2: What should be my focus?
Initially, the influx of telemetry data may feel overwhelming. Rest assured, this is a common sentiment. When working with my customers, I always suggest considering the outcomes you aim to achieve. Ask yourself questions like: Do you seek to reduce time to value (TTV)? Are you aiming to boost user retention? Do you want to raise awareness about new features? Or perhaps, are you looking to decrease support tickets? Identifying the underlying purpose behind your utilization of PX will help determine which tools within the product will lead you to the desired results. Make sure to explore our office hour recordings for inspiration on how your team can seamlessly implement PX in your day-to-day operations. You can find the recordings here: PX Office Hour Recordings
3: How can I ensure I'm not overwhelming my customers with in-app engagements?
Excessive communication through in-app engagements can significantly affect user sentiment. It is crucial to be mindful of the number of engagements displayed within the app over the span of a week. Tools like engagement throttling are your best bet for preventing information overload and ensuring that you strike the right balance. Check out my community post for valuable tips on this topic: How to Avoid Engagement Fatigue 101
4: What type of dashboard should I create?
Customers often approach me with inquiries about the widgets they should include in their dashboards to simplify reporting. Gainsight has simplified the dashboard creation process by offering four pre-built dashboards: Adoption, Onboarding, Retention, and Trial. If your team's primary focus is customer retention, it's highly likely that our prebuilt dashboard, comprising 8 widgets, will suit your needs.
However, what if your team is responsible for multiple areas? No worries! You have the flexibility to design customized dashboards for your department based on the key performance indicators (KPIs) you report on. With access to 36 widgets, you can build a dashboard tailored to deliver the exact metrics you need to report on. You can learn how to create your own dashboard in a matter of seconds by following the steps outlined in this article: Configure PX Dashboards
5: What if I require additional assistance?
Although PX is an intuitive tool, there may be instances where you need extra support. Gainsight boasts a world-class support team that is dedicated to providing the assistance you need to stay on track. If you require support from our team, simply send an email to pxsupport@gainsight.com. Our support representatives will be delighted to address any of your technical inquiries.
Moreover, if you desire additional guidance beyond your collaboration with your Customer Success Manager, our phenomenal professional services team is here to help you implement your use cases with PX. With over 90 experienced professionals globally, Gainsight Professional Services has partnered with more than 1,200 Gainsight clients, delivering over 400,000 project hours to date. If you wish to learn more about working with our professional services team, be sure to discuss it with your CSM.
There you have it folks, the top 5 questions I encounter as a CSM at Gainsight. Be sure to join our community to stay updated on other PX users and learn more tips and tricks for achieving success!