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3710 Topics
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Gainsight Scheduled Maintenance: Sunday, May 29, 2016

SUMMARY  Gainsight will be performing maintenance on Backend Database:   On Sunday, May 29th  between 06:00 AM CST  &  8:00AM CST   During this maintenance window, backend Database are being patched for the recently identified OpenSSL vulnerability.  While there will be not impact on the availability of the front end services, we expect the Jobs to be delayed by an hour.   FOR MORE INFORMATION Please subscribe to this article for updates. If you have questions, please open a ticket with us by sending a note to support@gainsight.com.

221
mahesh_patil
8 years ago
martine_niermans_898221
martine_niermans_898221Contributor ⭐️
asked in Deliver Customer Success
Question: Metrics to predict upsells

Hi all, I have a question. I am looking into upsells and trying to come up with some metrics to start to predict this for example in days. Like 'when a company signs, the implementation should ideally take 90 days for phase 1 and the first upsell can be expected after a xxx amount of days after signing the contract' . Now I am wondering what a good average amount of days is from the closing of the sale to the first upsell or cross sell,. Can anyone advice me or share best practices for them? Would be super appreciated. Thanks in advance! Best Martine 

361
steve_davis
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Reports: Customer phase status week over week

Have a need for a report that shows Onboarding Statuses of CSM assigned customers week over week so leadership can gauge the progress of how many customers are being engaged week to week. I have an Onboarding Status field created on the Customer Info object, but if I am not mistaken it doesn't not capture a timestamp or track the status of this field historically. Curious if anyone else has encountered this or a similar use case and how you worked around it?

372
steve_davis
8 years ago
marie
marieGainsight Employee ⭐️⭐️
asked in Deliver Customer Success
Looking for users of UserIQ

Anyone a customer or prospect of UserIQ? Looking for feedback on potential integration points. Thank you!

341
steve_davis
8 years ago
jeffrey_coleman
jeffrey_colemanHelper ⭐️
asked in Customer Success (CS)
The week starts on different days between Usage/Rules Engine and MDA

I just came across an odd situation. I was loading some data into MDA (creating zeros so the time series charts look right) and selected "first day of last week" as the date value. When I checked the file, the "first day of last week" according to the rules engine was 2/27/16, which is right because my Time Granularity under Usage Configuration is set so the week starts on Saturday. (Why Saturday? No idea... That's just what we did back when! :-) But when I group the data by week in the MDA report I get the week starting on 2/29/16. It's easy enough to fix in this use case, but it could through some people off so I thought it'd be worth highlighting.

431
steve_davis
8 years ago
tom_wix
tom_wixContributor ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
General Performance of the Gainsight Solution/Instance

From time to time, the response time of our Gainsight instance/solution is slow to respond.   I dont have anything specific.  But I was wondering if there are any best practices or guidance around the configuration of the Gainsight features and functions so that the general performance is at its best. For instance, we know not to search with more than 2 filters.

883
steve_davis
8 years ago
rish_singh
rish_singhContributor ⭐️⭐️⭐️
asked in Deliver Customer Success
Getting started

Hi All, I'm a new GS Admin, who has completed our implementation in the Sandbox. I'm now getting ready to implement in Production and wanted to see if anyone had any documentation that could help act as a checklist in order complete appropriate steps. Thanks.

381
dan_ahrens
8 years ago
matt_torrisi
matt_torrisiContributor ⭐️⭐️⭐️
asked in Deliver Customer Success
Scorecard component Best Practices for non-license based SaaS / PaaS

Hey CS ops peeps, We run a series of networks which clients use to build their system on (we're DNS geeks... ::pushes up glasses::). Usage is almost always pretty flat, so people set it and forget it. Subsequently, virtually nobody logs in on a daily basis, a major break from a lot of companies I see on here (Gainsight included) and I don't see a lot of examples of non-license based setups. What I was wondering, was if any of you are in the same boat from a business standpoint and how you architected your health scores and CTAs. Would love to have a conversation here/offline to swap ideas.

591
steve_davis
8 years ago
ellenoangieslistcom
ellenoangieslistcomContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Permission Sets for Reports/UI Views

Our internal audit team identified Gainsight as a resource hog because of the Customers Tab.  I have drop down in the Customers Tab that shows all accounts that Gainsight Administrators need, but not all reps.  I submitted a Support Ticket and they recommended I post here to ask for a permission set to allow certain reports to be viewed by certain profiles or permission sets.   I am not sure if this is possible, or even realistic since this might not be a problem for other companies.  

595
steve_davis
8 years ago
heather_bennis
heather_bennisContributor ⭐️⭐️
asked in Customer Success (CS)
Is there a way to delete a Event Series instead of just individual instances of the series?

Our CSMs schedule recurring Event CTAs to capture their regularly scheduled weekly, bi-weekly, monthly, etc. interactions with their customers.  One of our CSMs scheduled a duplicate instance of her recurring call with a Customer and the 'delete event' option does not allow her to choose whether she wants to delete the individual instance or the entire series; it is specific only to the instance of the series.  Does anyone know if there's a way for the CSMs to adjust this themselves?  And if not, how do I, as the administrator, do so for them?

321
elena_painter
8 years ago
jamie_mcconville
jamie_mcconvilleContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Rule to Fire CTA for drop in usage MoM

I'm trying to set up a calculated field to compare usage impressions month over month so a CTA will be triggered when usage dips by 50%+ from one month to the next. 1. I upload usage data to GS around the 20th of each month for the previous month so I was scheduling the rule to fire on the 24th of each month (in case I'm a day or two late). I use the first of the month as the date when I upload (so April usage is uploaded to 4/1/2016.) 2. Here's my thought - If I used "in the Past 2 months" this would bring me back to 3/23 so would capture the 4/1 data. Then, I could use "Prior 1 month" which would then go back to 2/23, allowing me to capture 3/1 data.... and this would calculate the percent difference between 4/1 and 3/1, right? I set up and it did not work. It returned results for clients who's usage actually increased as well as decreased at a rate lower than 50%. Am I over complicating this?! I would think this should be pretty standard. Thanks for any help! Jamie

552
jamie_mcconville
8 years ago
allie_gold
allie_goldHelper ⭐️
asked in Customer Success (CS)
Need to send emails through SFDC templates based on CTAs

Is there a way to send emails from SFDC templates based on whether a CTA is present in a customer's account? Essentially, we have a rule that we've duplicated so that we can run in two times throughout the day. The first rule sends an email to a new customer contact AND creates a CTA called Onboarding and the source object is Contact. The second rule sends an email in the same way as the first rule; however, the source object is Call To Action and the rule filter is based off of the fact that a Call To Action Name does not contain Onboarding.  The problem is that when I go to setup the rule, the Send Email action requires that there's a contact identifier in "To:" and I put "Account:Id" and it's Mapped Via "Contact:Id". Is this going to function properly and send this to the contacts within the account?

293
allie_gold
8 years ago
darkknight
darkknightExpert ⭐️
asked in Customer Success (CS)
Special permissions needed for new MDA Calculated Field (formula) feature?

I was eager to try out the calculated field/formula feature in MDA that was just released, but for some reason when I create a Number field on an object in my sandbox, the Calculated Field appears but it is not selectable and I cannot click Create Formula. Anyone else encounter this or just me?

453
manu_mittal
8 years ago
thomas_lipscomb
thomas_lipscombContributor ⭐️⭐️
asked in Deliver Customer Success
Capturing data from the End of a Stage?

Hi I'm wondering if anyone captures data at the end of a stage and how this is done? As an example I'd like to know what a customer's health score was when they were done with on-boarding.  Is this data persisted anywhere?

554
thomas_lipscomb
8 years ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Closing CTA Tasks from Rules

We are working through setting up a few playbooks for our teams. There are a few tasks in each playbook we would like to have closed if certain tags appear on a Zendesk ticket. Because of our Zendesk data is in MDA, I'm struggling to get the rules written correctly to close a specific task based on the criteria. Is it possible to close CTA Tasks from Rules or can we only close CTAs from rules?

240
lane_h
8 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Rules Engine Help - Prevent a CTA from firing if one was recently closed

We have a field that we're using to fire a CTA when the client doesn't hit a usage benchmark. That field is only populated for accounts where the benchmark isn't reached. I'm trying to write the CTA so that the CSM only gets the alert one time in a 30 day period. So, how do I prevent the CTA from firing again for an account where the CTA has been closed in the 30 day period?

474
darkknight
8 years ago
mahesh_patil
mahesh_patilGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Delay observed in Rules and Data Processor Jobs: Wednesday May 18, 2016.

Delay observed in Rules and Data Processor Jobs: Wednesday May 18, 2016 Due to huge influx of Clickstream data last night,  we have observed delays in running of Rules and Data processor Jobs. All systems are now back to normal. If you have questions, please open a ticket with us by sending a note to support@gainsight.com.

160
mahesh_patil
8 years ago
allie_gold
allie_goldHelper ⭐️
asked in Customer Success (CS)
New CTAs display when they don't exist

We have reports generating that show that there are new CTAs when they don't exist. I have attached the screenshots of the issue that I encountered today. The report is called CTAs by CSM and Status and it appears in "Nik's Dashboard". 

221
emily_mcdaniel_629a86
8 years ago
ellenoangieslistcom
ellenoangieslistcomContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Pulse

Will there be any videos or notes community members who were not able to attend Pulse can access?  Thanks!

332
gaurav_kotak
8 years ago
brittany
brittanyContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Why does updating a Scorecard have a refresh and a save?

We noticed that if a scorecard metric score stays the same and you hit the checkmark to save it, it does not update the last modified date. This is essential for us to know how up to date our scores are. Instead, you have to hit the refresh button to do this. Why not just give the checkmark the full capability when the score stays the same? The refresh button feels unnecessary.

362
brittany
8 years ago
steve_margulis
steve_margulisContributor ⭐️⭐️
asked in Customer Success (CS)
or statement criteria

We direct CTAs to different CSMs based on the regions that each CSM manages. I would like to use OR statements in the Action Criteria so I can filter on "Region equals EMEA" OR "Region equals Nordics" etc. Right now, I have duplicate Rules set up for each CSM based on the regions that he/she manages. It would be more convenient to do this within a single rule.

343
darkknight
8 years ago
melissa
melissaContributor ⭐️
asked in Customer Success (CS)
New manager of small customer success team looking for resources

Hello All,  I am a fairly new manager (18 months) to a small team (3) of Customer Success Specialists. I am looking for any resources that seasoned managers would recommend for someone new to the management world in general, and in relation to managing a customer success team specifically. Any and all recommendations welcomed! -Books -Courses (online, in the classroom, Udemy, General Assembly, etc.) -Blogs -Articles -Your own findings and tips and tricks Thanks! 

352
darkknight
8 years ago
linda_lam
linda_lamContributor ⭐️⭐️
asked in Customer Success (CS)
Closing CTAs - allowing a space for final summary/resolution for CTAs when closed success/risk/no action

I know there is a Comments section for each CTA, but is there a best practice for where to insert "resolution" notes for when we close a CTA (closed success or risk or no action). The reason is for easy roll up/reporting to the executive level. One way I can think of right now is to encourage CSMs to add into the Comment section the "resolution" notes at the top level of that box... but are there any thoughts to create a separate notes section for this? For example, a CTA for M&A; comments section will have background notes/summary of risk; unable to save account, CTA closed risk; maybe note box pops up and CSM then inputs resolution notes. Ops can then extract report on those separate fields for exec briefing and/or at risk meetings. Thoughts? 🙂

230
linda_lam
8 years ago
samantha_braastad
samantha_braastadContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Why can I not filter by some SF account fields within reports?

When I am creating a report, I would like to sort it by a field within the SF account page. I am able to 'show' the field but when I try and sort by the field it isn't an option. I have removed it from the 'show' section first but it still does not allow be to sort by the field I want. Has anyone else come across this and found a work-around? 

522
ellenoangieslistcom
8 years ago
samantha_braastad
samantha_braastadContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Leveraging Tokens in Comments Section of CTA

I am trying to add tokens to a CTA so that our team can identify what caused the CTA to trigger. When I add the tokens to the 'Comments' section, the token does not run. Any suggestions? 

482
samantha_braastad
8 years ago

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