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3719 Topics
elena_painter
elena_painterContributor ⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Best Practices: CS Commissions

How does your Customer Success team structure commissions? Do you factor in retention, renewals, and expansion?  We've written about how we recognize and reward CSMs here, but we're interested in hearing from you! 

644
elaine_cleary
7 years ago
rish_singh
rish_singhContributor ⭐️⭐️⭐️
asked in Deliver Customer Success
Looking for some 1:Many ideas for CTAs, reports, communications. Please share ideas regardless of how established your 1:Many program is.

Looking for some 1:Many ideas for CTAs, reports, communications. Please share ideas regardless of how established your 1:Many program is.

252
tzundelgainsightcom
7 years ago
john_gallinagh
john_gallinaghContributor ⭐️⭐️
asked in Customer Success (CS)
Gainsight Zendesk App

Anyone else seeing this error message? Error message manifests within Zendesk on the Gainsight App. For one reason or another just today, the Gainsight App stopped working in our instance of Zendesk. Causing headaches since we are just ramping up and cannot link accounts in an adhoc fashion.

902
john_gallinagh
7 years ago
jeffrey_coleman
jeffrey_colemanHelper ⭐️
asked in Customer Success (CS)
Sort a chart by current health?

I may be missing something... hoping somebody can point me in the right direction, or maybe this is actually an idea! Is there a way to have a chart sort by overall health? I'm using "current score label" on the "customers" subject area. As it stands, "Yellow" is the last column because "Y" comes after "R" for Red.

341
dan_ahrens
7 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
asked in Archived content
Loss of Sponsor 'Listening Posts'

We of course use Sponsor Tracking in Gainsight, but it doesn't cover all our bases. Not everyone has public profiles on LinkedIn, etc., and the data can never be perfect anyways. It just occurred to me that we could use CoPilot hard bounces (or, for that matter, unsubscribes and marked-as-spam), on emails that are sent to customer admins, as an additional 'listening post' for potential situations where a CSM may need to make sure we still have solid relationships, and thus create a CTA based on it. Similarly, we could look at product usage for admins, and look out for usage that tanks to zero. So I'm super-curious: Has anyone used hard bounces or product usage in that way? Has it proven useful, or does it just end up being white noise that the CSM already knows about? Are there other ways that you watch out for your sponsors leaving your customers?thx, folks!

332
tzundelgainsightcom
7 years ago
tim_23349f
tim_23349fContributor ⭐️⭐️
asked in Customer Success (CS)
Report of accounts with 0 CTAs?

I need a report that shows me accounts that have had 0 CTAs fired based on specific filters. There are certain accounts where I know at least 1 CTA should have fired by a certain date, however sometimes due to gaps in logic or one-off situations an account has fallen through the cracks. It appears when I 'count' on CTAs in a report, anything that results in a count of 0 is just excluded from the results, however these are specifically the accounts I want to see. Any way around this limitation?

523
tim_23349f
7 years ago
alen_horvat
alen_horvatContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Continue rule chain execution after rule failure

Would be great to have an option which allows for rule chain to continue executing after certain rule fails (partially or completely). I understand that some rules have to be completely done in order for next rules to process properly, depending on the logic of course. But there are rules which are not critical and can fail while next rules can go on without any major problems. Ideal scenario, at least for us, would be to have a setting on rule level which can mark specific rule as critical or not, in terms of stopping the whole chain or not. So in that case we can mark less critical rules as "not critical" and the rule chain would keep executing even if that rule fails. Not sure if it's a good idea to add the same setting on rule chain level, or just keep it solely on rule level.

242
alen_horvat
7 years ago
elizabeth_adams_c593ee
elizabeth_adams_c593eeHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
Stacked Column Chart - Flexibility in the 'By' when Date is involved

Hi - I am trying to create a stacked column chart that shows the monthly breakdown of registrations as part of a larger whole for a few different types of activities. I can get the right data in the chart: What I want is to change the orientation so that the category runs across the X access and the months are represented going up the column. However, the By will only let me have the date as the first item. Is there any way to change this orientation?

754
elizabeth_adams_c593ee
7 years ago
karen_jones
karen_jonesContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Reporting on Sent Gnsaps

As GS administrator I would like the ability to create a report that shows me how often are our CSMs using the Gsnap functionality. Which of the CSMs is using Gsnap? Who are they sending messages to? On what subject? How often are they using the feature, etc. Has anyone developed such a report? Would I base the report on the email logs?

471
todd_atkinson
7 years ago
aviv_caspi
aviv_caspiContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Rule Date on the Show Field Section

Hi, Is there a way to add the Rule Date to the show fields section? I want to use the rule date and the month of the rule date in the comments of the CTAs that are being created after the rule run. Right now I don't have access to this info because I can't add it to the show fields. Thanks a lot, Aviv.

295
aviv_caspi
7 years ago
ben
benHelper ⭐️⭐️⭐️
asked in Customer Success (CS)
How do you add the administration tab for a gainsight user?

Easy points for someone! I just cannot figure this one out. Anyone able to point me in the right direction? Thanks!

392
darkknight
7 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Will a change (ie removing a filter, adding a field) in a dataspace affect the rules based on that dataspace as a source?

I have created a rule based on a dataspace that combines Opportunity, Contracts and Customer Info. The rule was working fine, but then I went back to the dataspace to remove a filter, and the Setup Rule part was not working anymore, it was just loading continuously. Is this the expected behavior? I really hope not...

302
sundar
7 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight MDA Emergency Hotfix: Saturday 24th Dec 2016

Hotfix Release Window: UTC - Between 3:30 AM to 5:30 AM Saturday 24th Dec 2016 CST - Between 9:30 PM  to 11:30 PM  Friday 23rd Dec 2016 IST -  Between 9:00 AM to 11:00 AM  Saturday 24th Dec 2016   Activity:  An emergency Hotfix will be released for identified issue in the MDA backend.  Rules Queues will be held briefly during this release window which might cause minor delays. This fix will address Rule setup filters when "datetime" field has a null check while fetching data from Salesforce object.    Queues Hold Time:  1 Hour   Impact Details: PRODUCTION Environment Gainsight Application  - SFDC:  NO IMPACT Data Ingestion Queue - MDA:  NO IMPACT Data Processor Queue - MDA:  NO IMPACT Rules Engine Queue  - MDA:  Delay of about 1 Hour expected.     FOR MORE INFORMATION Please subscribe to this articl

331
mahesh_patil
7 years ago
allison_pickens
allison_pickensContributor ⭐️
asked in Deliver Customer Success
How to Structure CSM Bonuses?

One of the most common questions I get is: How do you compensate your CSMs? The metrics that drive our CSMs’ bonuses are: Net number of “Wins”: Specifically, a certain net number of customers that moved into a state of Green or Lime Habits, which is an indication of sticky adoption and a proxy for whether the customer is getting value from our product Customer Success Qualified Leads (CSQLs): Our CSMs partner with Sales by identifying expansion opportunities Customer Success Qualified Advocacy (CSQA): Our CSMs have targets for the advocacy engagements they secure For more information on how we compensate CSMs, check out my new blog post on How We Structure CSM Bonuses. I’d love to hear from you – what factors contribute to your CSM compensation?

610
allison_pickens
7 years ago
allison_pickens
allison_pickensContributor ⭐️
asked in Deliver Customer Success
The CCO’s Guide to Managing through Hypergrowth

Hypergrowth is a mountain that only gets steeper as you climb. And we’re probably 5% of the way up. We’ve made it to this point because, above all, we love the climb so much that we keep putting one foot in front of the other. When I look at my broader philosophy for managing through hypergrowth in a CS organization, there are 7 principles that I try to follow: Conquer uncertainty. Create a vision...and talk about it all the time. Clarify what counts as success. Execution matters. Exhale positivity. Learn constantly. Express gratitude. What challenges are you encountering as your company grows and how are you addressing them? To hear more about my principles of hypergrowth, check out my blog post on The CCO’s Guide to Managing through Hypergrowth.

160
allison_pickens
7 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Charts - when clicking on the data points, the pop-up table doesn't have a horizontal scroll bar

I have created this report: When clicking on each datapoint, there is a possibility to add a series of columns to the pop-up table (this is in the editing mode, in the report): But once I go into the viewing mode of the report (ie in a dashboard), not all the columns are visible, the horizontal scroll bar is missing. Thanks!

373
gaurav_kotak
7 years ago
kashfia_rahman
kashfia_rahmanGainsight Employee ⭐️
asked in Customer Success (CS)
dataspace

I have a customer who wants to do the following:  1. Create report out of dataspace 2. Add it onto dashboard (should be a bar graph) 3. When clicking on the graph, pop up window appears 4. Would like to click on account name, and that should take me to the account's C360.  Unable to get to the Account's C360.  Is there an ETA when this would be possible for dataspace?

262
gaurav_kotak
7 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Scheduled MDA (Backend Services) Patch Release: Thursday, 22nd December 2016

Maintenance Window:   UTC - Between 06:30 AM and 11:00 AM, Thursday, 22nd December 2016 CST - Between 12:30 AM and 05:00 AM, Thursday, 22nd December 2016 IST -  Between 12:00 PM and 04:30 PM, Thursday, 22nd December 2016    Activity:  Gainsight has planned a scheduled deployment on MDA (Backend Services) as Patch Release. Rules queue will be in the hold state for about 1 hour during this maintenance. Soon after the deployment, the queue will resume as normal.    Patch includes: Fix for internal error where customer enables the "Log emails to Salesforce" checkbox in Outreach configuration. Fix for DateTime & Date Filters handling with Rule Date in Rules Engine   Queues Hold Time : 1 Hour Impact Details : PRODUCTION Environment Gainsight Application  - SFDC  :  NO IMPACT Data Ingestion Queue - MDA :  NO IMPACT Data Processor Queue - MDA : &nbsp

311
mahesh_patil
7 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
CTA comments: percentages formatting for tokens

When I write a comment inside the Action Type section for a CTA rule, and when I select a token (which is a percentage field in Salesforce), the comment that ends up in the Chatter feed looks like this: "Moving average for 'Sum Feature Usage Actions' performed in the past week has dropped by -45.97495527728086  over the average of the prior 4 weeks". Is there any way to get rid of the decimals?

958
kristin_f3c469
7 years ago
laura
lauraContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Report that shows Important/Flagged CTAs

I have a report that shows open CTAs, I'd like to sort to show the flagged/important CTAs at the top, is this possible?

313
laura
7 years ago
diana
dianaContributor ⭐️⭐️
asked in Customer Success (CS)
Enabling SFDC contact object at the relationship level

Our org has a SFDC contact object. Is it possible to leverage this object on the relationship level, assuming we add in the right fields to identify the product offer? If it is only at the account level, is there a roadmap to make this functionality be available on the relationship level.

13013
darkknight
7 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Rules don't do rounding correctly

I have a Rule that pulls all customers where a field is greater than ".5" and less than or equal to ".9" It's returning customers whose values are between ".50" and ".90" I would expect it to return values between ".45" and ".94"

516
sundar
7 years ago
katie_sexton
katie_sextonContributor ⭐️⭐️⭐️
asked in Archived content
Gsnap send to group?

Hello - Love Gsnap. Is it possible to send to a group of contacts at once? (without individually searching for and adding them?) Thinking answer is no as I understand it does not work with copilot yet. Please advise. Thanks!

353
lila_meyer
7 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Report Builder: Unable to set Custom Color for Call to Action::Status Name?

Trying to set a custom color for the Call to Action::Status Name,  but it's not showing up as a field to which I can apply a custom color.  Any suggestions?

363
darkknight
7 years ago
ryan
ryanContributor ⭐️⭐️
asked in Customer Success (CS)
Reporting on deleted CTAs?

I have a request to build a report based off of deleted CTAs.  I don't think this is possible out of the box but wanted to confirm.  Is it possible to report on deleted CTAs?

1766
kevin_ly
7 years ago

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