Skip to main content

Recently active topics

437 Topics
smondreti
smondretiGainsight Employee ⭐️
published in Enhance visibility and foster collaboration
Automate team notifications for proactive collaborationWALK

IntroductionProactive communication is key to ensuring teams act quickly on critical updates. Automating team notifications in Gainsight helps your team stay aligned, respond to risks, and seize opportunities without manual intervention. By setting up automated notifications for key events, such as health score changes or upcoming renewals, your team can collaborate more effectively. This article will guide you through automating notifications to foster proactive collaboration.Step 1: Identify Key Events for NotificationsDetermine the triggers for notifications to ensure teams act on the most critical updates. Health Score Drops: Notify relevant teams when a customer’s health score falls below a defined threshold. Set up and manage these triggers using Scorecards to automate risk alerts effectively. Overdue CTAs: Alert team members about overdue tasks using Cockpit to ensure timely follow-ups. Upcoming Renewals: Automate notifications for contracts nearing their renewal date, integ

00
smondreti
12 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Enhance visibility and foster collaboration
Promote cross-team collaboration on key accountsWALK

IntroductionKey accounts require strategic alignment across teams, including Customer Success, Sales, Support, and Product. By fostering collaboration around actionable insights, your team can improve retention, drive expansion, and deliver a seamless customer experience. This article will guide you through enabling cross-functional collaboration on key accounts using Gainsight’s tools and best practices.Step 1: Identify Key Accounts for CollaborationFocus collaboration efforts on high-value or high-priority accounts. High-ARR Accounts: Use Scorecards to flag accounts with high Annual Recurring Revenue (ARR) and track health metrics. High-ARR Accounts: Configure scorecards to flag accounts with high Annual Recurring Revenue (ARR) and track related health metrics effectively. At-Risk Accounts: Identify accounts with declining health scores or unresolved support tickets. Monitor these risks through Cockpit. Strategic Growth Accounts: Target accounts with upsell or cross-sell potent

00
smondreti
12 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Enhance visibility and foster collaboration
Track and refine collaboration processesRUN

IntroductionEffective collaboration processes require ongoing evaluation and refinement to ensure they deliver the desired outcomes. By monitoring collaboration metrics, gathering feedback from teams, and optimizing workflows, your organization can eliminate inefficiencies and improve alignment across departments. This article will guide you through tracking and refining collaboration processes using Gainsight’s tools and best practices.Step 1: Monitor Collaboration MetricsMeasure the effectiveness of collaboration processes to identify areas for improvement. Team Engagement Metrics: Use Cockpit Analytics to track how frequently CTAs and playbook tasks are completed across teams. Account Health Trends: Monitor the impact of collaboration on account health scores. Use Scorecard Data in Rules and Reports to track and analyze changes related to collaborative efforts. Customer Feedback Signals: Leverage insights from Surveys and Timeline entries to understand customer sentiment and the

00
smondreti
12 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Standardize and automate workflows
Identify and map core workflows for standardizationCRAWL

IntroductionEffective customer success operations rely on consistent and repeatable workflows. Standardizing workflows ensures every team member follows the same steps, reducing errors and improving efficiency. This article will guide you through identifying high-impact workflows and mapping them for standardization, creating a foundation for scalable operations.Step 1: Identify High-Impact WorkflowsFocus on workflows that have the greatest impact on customer outcomes and operational efficiency. Sales-to-CS Handoff: Ensure a seamless transition by documenting processes to transfer customer goals, metrics, and value drivers from Sales to CS. Use Timeline to capture key customer details. Renewals and Risk Management: Prioritize workflows like renewal tracking or risk flagging that drive retention and mitigate churn. Monitor key indicators such as health scores through Scorecards. Lifecycle Engagements: Identify touchpoints, such as onboarding or QBRs, that ensure consistent customer

10
smondreti
12 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Standardize and automate workflows
Design playbooks for consistent workflow executionCRAWL

IntroductionConsistency in customer success workflows is essential for achieving predictable and scalable outcomes. Playbooks provide a structured way for your team to handle recurring processes such as onboarding, renewals, and risk mitigation. By designing effective playbooks, you ensure that every team member follows best practices tailored to specific scenarios. This article will guide you through creating playbooks in Gainsight to drive consistency and efficiency across your workflows.Step 1: Identify Key Scenarios for PlaybooksStart by identifying the processes and scenarios where structured playbooks can have the most impact. Onboarding Processes: Design playbooks to guide CSMs through onboarding tasks such as setting up Success Plans, configuring product usage, and ensuring initial milestones are met. Renewal Tracking: Standardize renewal workflows by building playbooks for customer outreach, contract discussions, and follow-ups. Incorporate automated CTAs to remind teams of

20
smondreti
12 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Standardize and automate workflows
Automate workflow triggers with the rules engineWALK

IntroductionAutomation plays a critical role in ensuring consistent and timely execution of customer success workflows. By using Gainsight’s Rules Engine, you can automate the triggering of workflows for scenarios like onboarding tasks, risk alerts, and renewal reminders. This article will guide you through configuring the Rules Engine to automate these workflows, reducing manual effort and improving team efficiency.Step 1: Identify Key Events to AutomateDetermine the scenarios and triggers that benefit most from automation. Onboarding Milestones: Automate workflows to notify CSMs when key onboarding steps, such as completing Success Plans, are overdue. Risk Alerts: Configure triggers for accounts with declining health scores or unresolved support tickets to ensure timely intervention. Renewal Management: Automate renewal workflows by setting up triggers for upcoming contract renewal dates or significant changes in account metrics, such as creating renewal-focused CTAs. Step 2: Con

20
smondreti
12 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Standardize and automate workflows
Streamline internal handoffs with automated workflowsWALK

IntroductionInefficient handoffs between teams—such as Sales to Customer Success or Support escalations—can lead to misaligned priorities, incomplete knowledge transfer, and delays in customer engagement. Automating these transitions with workflows in Gainsight ensures that critical tasks are assigned, notifications are sent, and relevant customer details are shared seamlessly. This article will guide you through setting up automated workflows to streamline internal handoffs, improving team efficiency and customer outcomes.Step 1: Map Key Internal Handoff ScenariosStart by identifying and documenting the most critical handoff scenarios that require streamlined workflows. Sales-to-CS Transitions: Ensure smooth transitions by capturing customer objectives, metrics, and commitments from Sales teams. Use Timeline to log critical details during handoff meetings. Support Escalations to CS: Standardize processes for escalating unresolved customer issues to the Customer Success team. Include

00
smondreti
12 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Standardize and automate workflows
Monitor and refine workflow effectivenessRUN

IntroductionEfficient workflows drive consistency and scalability, but their effectiveness must be regularly monitored and refined to ensure they meet evolving team and customer needs. By tracking workflow performance, gathering feedback, and making iterative improvements, your team can continuously optimize processes for better outcomes. This article will guide you through evaluating and enhancing workflow effectiveness in Gainsight.Step 1: Track Key Workflow MetricsMonitoring relevant metrics helps identify bottlenecks and areas for improvement. CTA Completion Rates: Use Cockpit Dashboards to track how often CTAs are completed and whether playbook tasks are followed through. Workflow Efficiency: Monitor metrics such as time-to-completion for key tasks or the number of overdue CTAs. Use Rules Engine Analytics to evaluate workflow triggers and performance. Customer Engagement Impact: Analyze the effect of workflows on customer engagement metrics like health score improvements or us

00
smondreti
12 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Centralize customer data
Share actionable insights across teamsRUN

IntroductionIn Customer Success, siloed information can hinder collaboration and lead to missed opportunities. Sharing actionable insights across teams—such as Sales, Support, and Marketing—ensures that everyone is aligned on customer priorities and outcomes. This article will guide you through enabling seamless cross-functional collaboration by sharing critical insights from Gainsight using integrations, dashboards, and notifications.Step 1: Identify and Prioritize Key Insights to ShareNot all data needs to be shared—focus on insights that drive alignment and decision-making. Customer Health Signals: Share real-time health scores and risk signals with Sales and Support teams to prioritize engagement with at-risk accounts. Use Scorecards to monitor and flag these accounts. Account Opportunities and Whitespace Analysis: Use reports to identify upsell and cross-sell opportunities, sharing these insights with Sales to align on expansion strategies. Support Trends and Customer Feedback

10
smondreti
12 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Centralize customer data
Visualize customer insights with dashboards and reportsWALK

IntroductionCentralized customer data is only as powerful as the insights it provides. Dashboards and reports in Gainsight transform raw data into actionable insights, enabling your team to monitor customer health, track portfolio performance, and identify areas of opportunity. This article will guide you through building dashboards and reports that empower your team to make data-driven decisions efficiently.Step 1: Identify Key Metrics to TrackDefine the metrics most relevant to your team’s goals to ensure dashboards are focused and impactful. Customer Health Metrics: Include metrics such as health scores and risk signals to help CSMs prioritize at-risk accounts. Use Scorecards to define and display these metrics. Portfolio-Level KPIs: Track metrics like Net Revenue Retention (NRR), Annual Recurring Revenue (ARR), and customer segmentation for managers and executives. Feature Usage Trends: Use Adoption Explorer to highlight product adoption trends, helping teams identify underutil

30
smondreti
12 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Centralize customer data
Automate data updates for accuracy and consistencyWALK

IntroductionAccurate and up-to-date customer data is the backbone of efficient operations. Manually maintaining data can lead to inconsistencies, inaccuracies, and wasted time. By automating data updates in Gainsight, your team can ensure that customer information remains accurate and actionable in real-time, eliminating the need for manual intervention. This article will guide you through configuring automation to maintain data quality and consistency.Step 1: Configure Rules for Data UpdatesAutomation begins with setting up rules to streamline data updates across systems. Identify Key Data Fields for Updates: Determine which fields—such as health scores, product usage, and ARR—require regular updates. Use Scorecards to monitor these fields and ensure they reflect real-time data. Create Data Quality Rules: Use the Rules Engine to automatically identify and resolve incomplete or duplicate records, ensuring clean and reliable data. Schedule Automated Rule Execution: Configure rules t

10
smondreti
12 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Centralize customer data
Build tailored data views with C360 layoutsCRAWL

IntroductionEvery team member interacts with customer data differently—Customer Success Managers (CSMs) need granular account details, while executives require high-level trends. Tailoring data views in Gainsight’s C360 ensures that every role sees the insights most relevant to their objectives, improving efficiency and decision-making across the board. This article will guide you through creating role-specific C360 layouts to maximize the value of your centralized customer data.Step 1: Identify Role-Specific NeedsUnderstanding the unique requirements of each role is the foundation for creating effective layouts. Analyze Data Usage Patterns: Review how different roles interact with customer data. For example, CSMs may prioritize account health metrics, while managers focus on portfolio-level KPIs. Use Dashboards to understand how different teams consume data and identify the most accessed insights. Categorize Key Insights: Group data insights by role-specific priorities. For instance

10
smondreti
12 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Centralize customer data
Integrate customer data from multiple systemsCRAWL

IntroductionCustomer data often resides across various systems like CRM platforms, support tools, and product analytics, leading to fragmented insights and inefficiencies. Centralizing this data into Gainsight provides a unified, actionable view of customers, empowering teams to collaborate effectively and make data-driven decisions. This article will guide you through the process of integrating customer data into Gainsight, laying the groundwork for operational efficiency and streamlined workflows.Step 1: Set Up Data IntegrationIntegrating data from multiple systems like CRM, support tools, and product analytics into Gainsight is the first step toward creating a centralized customer view. Connect CRM and Support Tools: Integrate systems like Salesforce and Zendesk using Gainsight Connectors to synchronize customer account details, support tickets, and activity history in real-time. Incorporate Product Usage Data: Stream product usage data into Adoption Explorer to track customer eng

30
smondreti
12 days ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
You dont have favicon here

This is just a small note but your favicon is missing here.

81
revathimenon
12 days ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
Decrease whitespace - show full rule name in rule chain screenNew Idea

There’s so much room on the Rule Chain page, why can’t you show the full name of rules? We tag our rules with a version number, and not being able to see the version number in the list of the rule chain at-a-glance is really silly, especially when there’s the entire half of the page that’s not being used. These rule names are truncated unnecessarily.Improve the admin experience and decrease whitespace by showing the full name of the rule in the rule chain page 

20
10211
Padolfi
12 days ago
revote
revoteVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
Norification center doesnt show latest notifications

I think it worked yesterday or day before but not any more.I know it is in beta but I wanted to share the info anyways. (Please fix the typo from title)

82
revote
12 days ago
Jef Vanlaer
Jef VanlaerHelper ⭐️⭐️
asked in Customer Communities (CC)
Hide (shared) mega menu on a custom page

Is there a way to hide the (shared) mega menu on a specific custom page?

256
Kenneth R
13 days ago
brichenkin
brichenkinContributor ⭐️
asked in Community News
Hiring a Community Manager! Come work with me!

Hi friends- Long time lurker, first time poster! I’ve spent the last 6 months building and launching our new customer community at Showpad on Gainsight CC. We’re now ready to hire a Community Manager to nurture and grow it! Are you a natural connector with a passion for fostering meaningful relationships? Do you thrive in a digital-first environment where storytelling and collaboration fuel growth? If so, we want you to join Showpad as our Community Manager! Key Responsibilities:As the Community Manager, you will play a pivotal role in growing and nurturing The Rev, Showpad’s vibrant user community. You’ll collaborate with a passionate team to engage users, partners, thought leaders, and employees, delivering exceptional digital experiences that fuel adoption, learning, and advocacy.Community Administration: Manage user accounts, moderate content, and oversee upgrades to ensure a thriving digital space. Insights & Reporting: Monitor community health and produce actionable reports t

211
revathimenon
13 days ago
baji_bathula
baji_bathulaGainsight Employee ⭐️
posted in Meetings & Office Hours
EMEA Admin Office Hours(Thursday session) -12/12/2024

This thread is for the Admin Office Hours session for Thursday Dec 12th,2024. Submit your questions to this thread and we'll address them during our session at 1-2:30 PM UK TimeThere is no need to register for the sessions anymore.Join Zoom Meeting:https://gainsight.zoom.us/j/99150084271?pwd=QmozQkpNSm1rMDZPYk1mZGE0NHhKUT09Meeting ID: 991 5008 4271Password: 931784One tap mobile+16699006833,,99150084271#,,1#,931784# US (San Jose)+12532158782,,99150084271#,,1#,931784# US (Tacoma)Dial by your location        +1 669 900 6833 US (San Jose)        +1 253 215 8782 US (Tacoma)        +1 301 715 8592 US (Germantown)        +1 312 626 6799 US (Chicago)        +1 346 248 7799 US (Houston)        +1 646 876 9923 US (New York)        888 475 4499 US Toll-free        877 853 5257 US Toll-free        +91 80 71 279 440 India        +91 116 480 2722 India        +91 22 48 798 004 India        +91 224 879 8012 India        +91 226 480 2722 India        +91 22 71 279 525 India        +91 406 480 2722 Ind

110
baji_bathula
13 days ago
baji_bathula
baji_bathulaGainsight Employee ⭐️
posted in Meetings & Office Hours
EMEA Admin Office Hours(Tuesday session) -10/12/2024

This thread is for the Admin Office Hours session for Tuesday Dec 10th,2024. Submit your questions to this thread and we'll address them during our session at 10-11:30 AM UK TimeThere is no need to register for the sessions anymore.Join Zoom Meeting:https://gainsight.zoom.us/j/99150084271?pwd=QmozQkpNSm1rMDZPYk1mZGE0NHhKUT09Meeting ID: 991 5008 4271Password: 931784One tap mobile+16699006833,,99150084271#,,1#,931784# US (San Jose)+12532158782,,99150084271#,,1#,931784# US (Tacoma)Dial by your location        +1 669 900 6833 US (San Jose)        +1 253 215 8782 US (Tacoma)        +1 301 715 8592 US (Germantown)        +1 312 626 6799 US (Chicago)        +1 346 248 7799 US (Houston)        +1 646 876 9923 US (New York)        888 475 4499 US Toll-free        877 853 5257 US Toll-free        +91 80 71 279 440 India        +91 116 480 2722 India        +91 22 48 798 004 India        +91 224 879 8012 India        +91 226 480 2722 India        +91 22 71 279 525 India        +91 406 480 2722 In

60
baji_bathula
13 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Ensure compliance and visibility across journey stages
Refine compliance and visibility strategies based on data and feedbackRUN

IntroductionAchieving consistent compliance and visibility across the customer journey requires continuous refinement based on data insights and feedback. By regularly analyzing compliance metrics and gathering feedback from CSMs and customers, your team can identify improvement areas and adjust strategies to better align with evolving customer needs. This article will guide you through setting up a framework for monitoring compliance data and using feedback to optimize compliance practices over time.Step 1: Monitor Key Compliance and Visibility MetricsBegin by tracking metrics that provide insights into how well your compliance and visibility strategies are functioning across each lifecycle stage. Compliance Rate by Stage: Track the percentage of customers meeting compliance checkpoints in each lifecycle stage, from Onboarding to Renewal. Use Scorecards to record compliance statuses, making it easy to monitor adherence rates for different stages​. Time-to-Compliance: Measure the ave

20
smondreti
13 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Ensure compliance and visibility across journey stages
Set up escalation paths for extended non-complianceWALK

IntroductionWhen customers experience prolonged non-compliance, it’s crucial to have a structured escalation process to ensure they receive the support needed to get back on track. Setting up escalation paths allows your team to address extended non-compliance quickly, involving the right stakeholders at the right time. This article will guide you in configuring escalation paths for non-compliant accounts, ensuring that critical cases receive high-priority attention.Step 1: Define Extended Non-Compliance CriteriaStart by identifying the criteria that indicate extended non-compliance, making it clear when escalation is necessary. Missed Key Milestones: In the Onboarding stage, extended non-compliance might include missing critical milestones like completing account setup or initial training. Use Success Plans to monitor onboarding tasks and set triggers for escalation if tasks remain incomplete beyond a certain timeframe​. Continued Low Feature Usage: During the Adoption stage, sustai

10
smondreti
13 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Ensure compliance and visibility across journey stages
Monitor compliance and lifecycle progression with dashboardsWALK

IntroductionTracking compliance and customer progression through each lifecycle stage is essential for maintaining a smooth, consistent journey. Dashboards provide a real-time view of customer compliance and highlight any delays or potential issues in their journey. This article will guide you through setting up Gainsight dashboards to monitor compliance and lifecycle progression, giving your team the insights needed to provide proactive support.Step 1: Set Up Stage-Specific DashboardsCreating dashboards for each lifecycle stage allows your team to monitor compliance and progress at every step of the journey. Onboarding Dashboard: Track key onboarding metrics, such as task completion rates, initial training attendance, and account setup status. Use Success Plans to populate this dashboard with data on onboarding tasks, ensuring that customers complete the necessary steps for a successful start​. Adoption Dashboard: Monitor feature usage and engagement levels during the Adoption stage

10
smondreti
13 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Ensure compliance and visibility across journey stages
Automate alerts for non-complianceCRAWL

IntroductionTo ensure that every customer progresses smoothly through the journey, it’s essential to address compliance issues as soon as they arise. Automated alerts for non-compliance enable your team to take timely action whenever customers fall behind on key milestones or engagement targets. This article will guide you through setting up automated alerts in Gainsight to notify your team of non-compliant accounts, allowing for proactive support and intervention.Step 1: Define Non-Compliance Triggers for Each StageThe first step in setting up alerts for non-compliance is to define the specific criteria that indicate a customer is falling behind in each stage. Missed Onboarding Milestones: In the Onboarding stage, non-compliance may involve delayed account setup or incomplete training sessions. Use Success Plans to track essential onboarding tasks, and set triggers for missed milestones if tasks remain incomplete beyond a defined timeline​. Low Feature Usage in Adoption Stage: Durin

20
smondreti
13 days ago
smondreti
smondretiGainsight Employee ⭐️
published in Ensure compliance and visibility across journey stages
Define compliance metrics and checkpoints across stagesCRAWL

IntroductionEnsuring a consistent customer journey requires well-defined compliance metrics that measure progress and engagement at each stage. By setting up compliance checkpoints across the lifecycle, your team can identify deviations early and ensure customers receive the right support to keep them on track. This article will guide you through defining compliance metrics and establishing checkpoints that align with each lifecycle stage, providing a clear structure for journey compliance.Step 1: Identify Compliance Metrics for Each StageStart by defining the specific metrics that indicate compliance for each stage of the customer journey, ensuring that progress is measurable and actionable. Onboarding Completion Rate: Measure the percentage of onboarding tasks completed within a specified timeframe to ensure customers are set up effectively. Use Success Plans to track essential onboarding tasks and assess whether customers are progressing at the expected pace​. Feature Usage and Ad

10
smondreti
13 days ago

Badges

Show all badges
Terms & ConditionsCookie settings