Share and Learn Best Practices

I wanted to share how we track key field changes on the Company object using Real Time Rules. This is a common use case that is easy to implement once you get comfortable with Real Time Rule functionality!Step 1: Create your History Tracking ObjectWe use a custom object to hold information for our key field changes. We titled it “Company History Tracking.” It has the following fields:Old Value New Value Field Company (GSID lookup) and the other system-generated fieldsStep 2: Create your Real Time RuleReal Time Rules can be used to track field level changes on limited objects (called “Topics”). For this example, we’ll use the “Company” topic to track field level changes from Company in real-time.Step 3: Choose your event (what do you want to track that changes?)After choosing your “Topic” (Company), choose your “Event.” This is the change

We hold regular live instructor led sessions on our various products. We publicize and promote them in community and take registration for Zoom Hosted meetings.We often have paid consultants lead these session so anytime a session is not attended by any user is an issue. I was approached by the Digital CS Team Lead, who owns the regular live webinars, about whether it was possible to identify events with no/few registrants.Using Zapier and the Zoom connector I was able to automate a weekly review of upcoming meetings and alert the Community Team if there was poor registration via email.The alert could of course have been a Slack or Teams type message also. The find all meetings step requires some parameters to be included.

I recently joined the new Retention Rethink podcast from the Customer Success Collective and Gainsight to discuss best practices in adoption. At TrendMiner, we use Gainsight PX to gather adoption data and guide our users in-app, and we leverage the adoption data extensively in Gainsight CS.I figured it would be useful to share some practical best practices from the podcast here as well… 1️⃣ Start with data: Identify the behaviors that actually predict retentionStart by correlating usage patterns with retention outcomes. When we did this, two insights stood out: Three distinct logins early in the journey strongly predicted long-term retention. Specific feature usage (search + monitors) was the biggest driver of stickiness. Gainsight Application:Use PX data to find your equivalent “sticky ac

SummaryEffectively documenting Journey Orchestrator (JO) programs isn’t a “one-and-done” factor in Customer Success Operations. At its core, three underlying principles come to mind as you seek to transform a chaotic program landscape into a clean, well-organized roadmap to scaling your digital enablement programs:Establish thorough project documentation (before starting) Implement crystal-clear naming conventions throughout JO Maintain detailed post-launch program logs and reportingBy following these key pillars, admins can build scalable JOs — which any team member (or Gainsight support) can follow, troubleshoot, update, and optimize — preventing costly rebuilds, accelerating stakeholder alignment, and creating the foundatio

Hello Pulse family,Pulse Europe 2025 is creeping in on us & we are looking forward to all the speaker sessions we get to be a part of! 😍Call for all speakers to:Register on this community if you don’t have a profile yet. Make sure to jazz up your profile with all your imp details & your favourite headshot. 📸 If you already had an earlier profile you can't remember, let us know at community@gainsight.com and we’ll look it up, and update your email address with the latest. Login and give us a glimpse into your session. We’d love to get a teaser to what we’ll be learning & discussing in your session - this will be equally exciting those who are attending in-person as well as those who can’t. You can do that by starting a new discussion here.This is how ​

 Hi, I’m Matthew, Community Manager at iD Mobile! 👋 At iD Mobile, our customer base was growing quickly... but our support costs were growing even faster. Sound familiar? 🤔Join Kieran Clarke (Head of Customer) and I on Thursday, 13th Nov at 12:30 to find how we reversed this trend and transformed the iD Community into one of the fastest-growing communities on the Gainsight platform, while reducing support contacts and tripling the number of customers who found answers on their own!We’ll share the specific initiatives and customisations that ignited Community growth, with practical examples you can apply. We’ll also share ho

Hi All,Excited about my work shop tomorrow:“From Insights To Impact - How Customer Success can shape revenue forecasting”You will get practical experience with renewal and expansion forecasting.Now’ it’s time to introduce the team that will join the workshop :)See you tomorrow

Hello lovely community! 👋I’m so excited to kick off the Winning With Digital CS track at Pulse Europe 2025!Let’s be real: not every community team is massive (and that’s okay!) Small, focused teams can move faster, stay creative, and still deliver big results.In this session, I’ll share how a small but scrappy team can punch above its weight by focusing on what really matters:✨ Creating spaces where members support each other + where your product shines✨ Balancing product-focused engagement with topic-focused conversations ✨ Collaborating with Marketing, Sales, and even Talent teams without adding to the chaosIf you’ve ever thought, “We’re too small to make a big difference,”  - this session is for you. 💪🎤 Session: Small Team, Big Impact: Driving Engagement, Support, and Thought Leadership with a Dual-Focused Community📍 See you in Dublin!P.S. What’s the biggest chall

Get a sneak peek into our SMILE framework which I will be workshopping at #PulseEurope2025  Watch the video.

Hi Everyone - I’m excited to share that I’ll be speaking at Pulse Europe this week!My session — “Beyond the Score: Turning Customer Health Into Strategy” — explores how we at hyperexponential built a health score that does more than track wellbeing… it actually drives Customer Success strategy.I’ll be covering:👉 How to structure your score around true customer outcomes👉 How to make every metric measurable and actionable (no “so what?” data)👉 How to combine data, context, and human intuition to guide real strategyA health score only matters if it drives action — and I’ll show how we made that a reality.📅 12th November | 4:30 PM | Pulse EuropeWould love to see you there and hear how others are bringing their health scores to life too!Thanks all,James

In the track ‘Workshop Your Way to Growth’ I will be doing a turbo charged, fast-paced and action-packed workshop to let you walk away with a framework for building a community program which sets you up for your business success.Come join me on Nov 12th at noon 😀 at Wicklow Hall 2, 2nd Floor.A thriving community isn’t just a “nice-to-have”—it’s a real lever for engagement, retention, and growth. In this hands-on workshop, Sasja Beerendonk walks you through the SMILE framework: how to prepare, plan, and execute a community strategy that helps you reach your business objectives. From goal setting to scaling community engagement and measuring impact, this workshop lets you work with elements of the SMILE toolkit you can immediately apply in your role as community manager. Key takeaways:

Hi everyone! I’m Micah Buuck from Lucid Software, based in Salt Lake City, Utah, USA. So excited to be at Pulse this week! I know how grateful I’ve been to connect with and learn from others over the years - can’t wait for more! See you there 😁 I wanted to share a sneak peek of my session on Thursday - Community as a CX Engine: Lucid's Playbook for Scale and Success.-A thriving community can be more than just a support forum; it’s a strategic engagement hub that elevates customer experience, scales support, and delivers invaluable user insights. In this session, learn the exact strategies, practical tips, and specific tactics Lucid Software implemented to transform its community into a powerful, company-backed engine for customer engagement.  Key takeaways💥 How to position your community as a primary channel for peer support and product feedback💥 Methods for extracting, analyzing, and disseminating deep user

SummaryThis article breaks down the "it depends" framework for choosing between Data Designs (DDs) and one-off queries as your Journey Orchestrator audience source. It explores how to use DD Templates for standardization and Dynamic JO Filters for easy testing and targeting, a topic I covered in my Pulse Academy Live (PAL) talk at Pulse 2025. The post weighs the pros and cons of each approach, contrasting the easy, centralized updates of a DD with its high-risk potential as a single point of failure and a source of sync-timing conflicts. Ultimately, it provides a framework for when to use a safer one-off query (for high-stakes programs) versus a centralized DD (for low-risk, multi-use audiences).Overview

Hey everyone! 👋I’m thrilled to be co-hosting a Community Workshop Session at Pulse Europe with the amazing Jon Wishart— all about Building & Growing Superuser Programs in the Age of AI! 📅 When: November 13, 2025🕦 Time: 11:30 AM–12:15 PM GMT📍 Where: Wicklow Hall 2, 2nd Floor (Track 7: Workshop Your Way to Growth)Superusers are the heartbeat of every thriving community — they spark discussions, share expertise, and bring a sense of belonging that fuels growth. But with AI transforming how members engage and consume content, it’s time to reimagine how we support, motivate, and celebrate our most active champions. 🔥 This is not your typical session — it’s a collaborative workshop where we’ll brainstorm with other community professionals, exchange ide

Background: The Scheduling StruggleEvery CSM knows this pain — manually sending emails to schedule a renewal call, EBR, or Joint Success Plan meeting. The back-and-forth to find a time that works is not just tedious, it’s a poor use of high-value CS time. While many teams have tools like YouCanBook.Me or Calendly, they still rely on manual effort to send links and track outcomes.We knew we had to automate and scale this process. Problem Statement:CSMs are manually reaching out to customers to schedule strategic calls (Renewals, EBRs, Success Plans), resulting in wasted time, inconsistent follow-ups, and lack of visibility on what’s working. Solution: A Fully Automated Booking Funnel with Gainsight JO + Booking Platform + Gong We implemented a Journey Orchestrator-based campaign that:Automatically sends personalized calendar

Why is the CS department so easily forgotten when it comes to recognition, organizational transparency and visibility towards value generation - internal and for our customer base?And what impact does this have on the CSMs, the ones serving as the critical bridge between internal operations and external customer relationships?It’s a dual responsibility creating a complex web of challenges that span from basic workplace needs to higher-level professional fulfillment.But how are companies, CS departments and Leaders responding to this challenge apart from encouraging & enabling their teams to be “more efficient” or “more productive”? 💰💰💰What about the human being, the person, the individual behind the CSM role?How can we better address the underlying needs creating a foundation where CSMs can thrive internally while delivering exceptional external customer experiences?Having asked myself this question (and tho

Are you attending Pulse Europe this November?Join us on Day 1 (November 12) for a special Customer Operations Workshop, a hands-on, collaborative session for operations leaders, Gainsight admins, and anyone building the systems and processes that power Customer Success.This session is designed to be highly interactive. You’ll connect with peers, share challenges, and co-create solutions around topics like: Data quality and visibility Process automation and governance Scaling digital and tech-touch programs AI in Customer Operations We’ll combine short talks, panels, and interactive sessions to explore what’s next for the CS Ops function. Attendance is limited to 45 participants to keep it interactive and high-value.Invites have been sent!If you received one, look for it in your inbox

 Hey Pulse community! 👋🏾I'm Sahra Kahim, a Senior Community Manager at Supermetrics, and I'm super excited to share my journey from Customer Success to Community with you at Pulse Europe.We all feel the pressure: leaner teams, tighter budgets, and higher expectations. We know community is the answer, but how do you actually build one that delivers undeniable value and gets leadership buy-in?In this session, we're moving beyond theory. I'm giving you a concrete, actionable playbook that you can start implementing the week you get back to the office. We'll cover: ✅ The 30-60-90 Day Plan to seamlessly plug community into your CS operations. ✅ The "5 CSM Plays" – specific, repeatable actions your team can run to drive engagement and effi

In Gainsight, both Rules and Connectors are essential tools for managing customer data and automating Customer Success workflows. However, they serve fundamentally different purposes in the data lifecycle. Understanding this distinction is key to building an efficient and scalable Gainsight platform.1. When to Use Connectors: The Data Input PhaseConnectors are your primary mechanism for ingesting and synchronizing external customer data into Gainsight.  Their role is to establish a bridge between Gainsight and the various systems where your customer data resides. Use Case Rationale Initial Data Ingestion You need to bring customer records, usage data, support ticket logs, or billing inform

Hello Customer Success enthusiasts :)Cäcilia Hemmerich and I are beyond excited to be presenting on stage at Pulse Europe 2025.Mastering the balance between digital scale and human touch plays a critical role to treat all customers like top-tiers while handling limited resources. Join us as we dive into SAP Signavio’s evolving digital engagement models and share how we have transformed the way we connect with customers.Why You Should Join:Insider Insights: Explore practical resources and templates that will equip you with actionable strategies to leverage your digital customer journey. Scalability made easy: Learn how Gainsight can act as perfect base to create meaningful digital experiences. Learn & Failure: To give you a smooth start

In every boardroom, there’s one constant tension:Sales and Finance own the forecast — but CS is closest to customer engagements.CS captures the signals that truly shape predictable growth:🔹 Usage trends and adoption patterns🔹 Sentiment and executive engagement🔹 Expansion intent and value realizationYet too often, these insights stay outside the revenue planning process.At Pulse Europe 2025 in Dublin, I’ll be hosting an interactive workshop:🎯 From Insights to Imp

In the recent Getting Started with Journey Orchestrator: Confidently Build Your First JO Program webinar, you all brought amazing energy and tons of great questions! We couldn’t get to everything live, so we had our resident JO expert, ​@dan_wiegert​, tackle the rest.Check out the full webinar recap here!Now, let’s dive into your questions: Q: Can you generate an audience from PX users even if those users are not contacts (or People) in Gainsight CS?

We hosted an engaging session on Getting Started with Journey Orchestrator: Confidently Build Your First JO Program, led by Ester Memoli (Acronis) and Harri Carroll (Gainsight). This session was designed to help new and experienced users alike understand how to confidently build impactful JO programs, navigate the setup process, and unlock scalable customer engagement strategies.Whether you’re just beginning your JO journey or looking for a refresher on best practices, this webinar provided actionable guidance and real-world insights from the field.🎥 View Session Recording 🎥 

After a pair of acquisitions and the decision to consolidate CS in Gainsight, we needed to migrate notes from Planhat and Catalyst into Timeline. This post documents how we migrated notes, including the conventions we used, the mapping decisions we made (authors, activity types, companies, attendees), and a few issues to be aware of/avoid.If you’re planning a similar migration, follow along, hope this helps. Migration goalsMove legacy notes, meetings, QBRs, and other interactions into Gainsight Timeline with original authors, dates, and attendees. Make it safe to rerun batches without creating duplicates. Make the source system visible on every migrated activity.Our conventions:External Id The record Id from either Planhat or Catalyst Guarantees global uniqueness and gives a natural “upsert”. Replays won’t create dupes; you can PUT with identifier=externalid to fix records. We used this m