Share and Learn Best Practices

Gainsight hosted our first Customer Advisory Board focused on Customer Education with an amazing group of education and post sale leaders.  Learn how companies are blending education and customer success to scale. See below for Summary, Key Points, How to Get Started, Common Org StructuresSummaryThe lines between educating users, driving adoption and guiding customers to achieve ROI are completely blurred.  If your education programs are not strategically woven into your post-sale experience, you’re missing a huge opportunity to scale while increasing adoption, retention and expansion!The discussion focused on improving the customer experience through education, aligning customer education and success, and using data/metrics to demonstrate education impact. Key themes were enabling customer and CSM efficiency and utilizing CSM insights to enhance content. View the recordingKey PointsThe ultimate educational experience from the customer's perspective is seamless, searchable, easy to acc

We have implemented Gainsight within the last 1.5 years. We’re still maturing and expanding our usage of Gainsight as well as standardizing some of our processes across teams. As part of the CS growth we’re bringing in resources for a CS Ops role. Right now, we have an admin, project manager, business analyst, and product manager, so this would be outside of one of those roles.  I’m looking for input from the community on how you utilize this role and areas you really feel like they provide the most value. 

Hi GS Fam!   I’m hoping to draw some inspiration from y’all around tracking customer goals via a Success Plan.  I would LOVE to see if y’all can share your best practices around the process and documentation.  A simple screenshot of your plan info section would suffice too!   We are in the middle of really REVAMPING how we track, document and manage these bad boys via Success Plans, would love some inspiration and best practices!   What we are looking for: We want to record Customer Goals (easy) Document current KPI measures Document target KPI measures Document customer outcomes    I know it’s easy to just create a text field and document these, but looking to see if anyone has more innovative ways, even if it means changing the overall process.   Thanks! Andor

'Working on Digital CS motions, there''s one thing that comes up over and over: having the best strategies is great - but aligning teams around those strategies is often really, really hard. Keeping everyone aligned, whether at work or in life, means juggling a lot of inputs and needs and working together to be successful. It’s something I’ve seen at Gainsight (working on several cross-functional projects at the same time) and outside of work (trying to get my 2 and 4 year old daughters on the same page definitely requires some expert-level collaboration and juggling - and lets face it, they win most of those rounds). Digital Customer Success can be executed in different ways by different companies, and with different alignments in between. But often teams struggle with this question in the same ways - how do you work effectively, together, with competing priorities. I’m really excited to be a part of next week''s webinar with Drift’s Director of CX, @emilymm519 , to answer this exact

Are you ready to delve into the heart of our platform? Let's explore some incredible features that give you the keys to understanding and optimising your user experience.  Tag & Identity Code: Seamlessly track user interactions and behaviors across your product, giving you invaluable insights into user journeys. Add Product - Users, Accounts: Effortlessly manage user accounts and gain a deeper understanding of your user base.  Audience Explorer, Accounts Explorer: Dive deep into audience demographics and account data, helping you tailor your strategies effectively.  Product Mapper - Module & Feature - URL, TAG UI, Custom Event: Map out your product's landscape and analyze specific modules, features, and URLs for optimized performance.  Engagement - Dialog, Guided, Email, Slider, Survey: Craft personalized engagement strategies through various mediums, fostering meaningful connections.  KC Bot - Bots, Articles, Badge, Feedback Tab, Search Tab: Harness the power of AI with our Kn

🎉 Whoa, the webinar was absolutely fantastic! 🎉 A huge shoutout to the incredible Champion @melissa_allen  for launching our First Spotlight series CS with such a bang! The collaboration between @lane_h  and @melissa_allen  was nothing short of amazing. The key lesson that resonated with me was mastering the art of managing that 80% of customers responsible for 20% of the ARR. And the best part? They shared how to achieve this in a digital yet incredibly personalized manner. Melissa's insights struck a chord with me: the secret lies in starting small, meticulously testing on a small scale, fine-tuning through iterations, and then scaling up. No doubt, I'm on a mission to spread the word and share this remarkable recording with everyone! 🚀Click here to Access the link. For those who couldn't make it to the Okta webinar, I highly recommend diving into the recording. One particularly intriguing strategy they discussed was harnessing variant emails to deliver tailored messages to specif

I'm looking to understand what other CSM Leaders are doing in regards to portfolio reviews with their CSMs. I would like to review the accounts and set goals with my team for the year. I"m thinking of including the following items, but want to see if anyone else has done this and has some suggestions? - Engaged vs Not Engaged - why not, what are we doing to change that? - Time spent in accounts - are we spending the right amount in the accounts, are the activities productive or redundant? - Create goals around MBOs Thanks in advance for any ideas!

One of the questions I get asked a lot is where to start when creating a digital customer journey. It’s one question that I always hesitate to answer because the true answer is “Well, it depends”. It depends on what processes and automation you have in place currently, who your customers are, and what products you are offering. In my opinion, it’s best to first map out the existing customer journey, noting which parts of the experience are manual, and which are automated (or perhaps could be in the future). Once you have that mapped out, look for the low-hanging fruit, the easy wins if you will. This is commonly found in the very first step of your customer journey. The new customer welcome email.Think about your shopping habits and the experience that come with them. Whether you’re buying a new family car or furniture to be delivered. The person serving you thanks you for your purchase and may provide you with some additional information for you to read until the product is delivered.

It’s not uncommon to hear customer-facing teams answer the same questions time and time again. The questions could be about functionality or general how-to’s. Sometimes, these questions become feature requests, and it can be challenging for teams to record this information in an efficient manner so product teams can prioritize feature requests accurately.That’s where the customer community comes in. Gainsight offers a community solution called Digital Hub that offers the ability for you to empower your customers to ask questions about your product, log feature requests and interact with other customers. If done well, your customers will answer each other questions, and you will have a well-formatted report of feature requests, votes, and revenue associated with the features. In fact, in our new book on customer communities set to be published in November 2023, we talk about how you can integrate community into every part of your customer journey and the importance of doing so.Getting b

'Are you a mid-market CSM who is fatigued from juggling multiple customer accounts and struggling to keep everyone on the same page? Do you find it challenging to collaborate effectively with your technical counterparts, account managers, and your manager? You are not alone, and we are here to help! On Wednesday, August 2nd at 10:00am PT I will be hosting a webinar about how to unleash the power of Gainsight in a fast-paced landscape, where tech stacks are under scrutiny, breaking down communication barriers is more crucial than ever while driving efficiencies to deliver ROI. To kick-start the conversation and get you engaged, we''d love to hear your thoughts on how you break down communication barriers within your team to provide an exceptional customer experience. What strategies and tools have you found most helpful in fostering cross-collaboration and achieving success?  Share your insights and join the conversation with like-minded professionals who are passionate about revolution

 In the ever-evolving landscape of customer success, I am excited to share how I see businesses are harnessing the power of digitization to elevate customer engagement and achieve sustainable growth. The rise of 1:Many programs has been a game-changer, revolutionizing the way businesses scale their customer success efforts. These programs play a pivotal role in maximizing efficiency, fostering consistent communication, and identifying growth opportunities within the customer base. In this post, I want to share my take on how 1:many programs are set to revolutionize businesses across various aspects, ultimately leading to amplified customer satisfaction and growth.Scalability: 1:Many programs empower customer success teams to reach and engage with a larger number of customers simultaneously. This scalability is crucial as businesses onboard and support a growing customer base without compromising personalized attention. Imagine the empowerment of Customer Success Managers (CSMs) when th

Hello Fellow GS Folks!Anyone out there working to create DS (High/Low/Tech Touch) segment that works in healthcare - specifically with hospitals & automation? We are creating a pooled CS team and would appreciate any ideas, tips/tricks, BP and more importantly, step by step what you did first in order to be successful.  FYI - we do utilize basic GS functionality - would love to incorporate more regarding unused functionality that we may already have & not using - please note that we do not have PX functionality at this time so that is not an option.  Hopefully in the future.  Thank you in advance!With Care,Molly Walden - molly.walden@omnicell.com 

We've launched a new short CS skills course on Gainsight's Durable Growth Playbook, designed to empower CS professionals to prevent surprise customer churn, boost product adoption, and keep customer success outcomes at the forefront. The best part is the course is available for FREE! 😉 Check it out today!Link to course for current Pulse+ subscribers Link to course for everyone elseAfter completing the course, you’ll receive an email offer from Credly.com with your digital badge. Share it on LinkedIn, and let others know about this training!And if you like this course, check out the rest of the CS training and certifications in our Pulse+ training program.

Previously, we explored the importance of defining a default customer 360 view. Now, we delve into - Accessing and updating CRM account records from Gainsight. By seamlessly integrating these two systems, you can optimize data management and empower your teams to make near-real-time updates.Imagine a world where your customer success teams can effortlessly access and update CRM account records directly from the C360. This workflow propels you from the initial phase to medium visibility, enabling efficient and informed decision-making.To create this visibility, leverage Gainsight's powerful connectors, rules engine, custom fields, and C360 capabilities. Let's explore the keys to success:CRM Connector: Integrate your CRM tool with Gainsight to pull key customer data into the C360. By centralizing customer information, you equip your teams with a holistic view of customer interactions, enabling them to deliver personalized experiences. Usage and Support Ticket Data: Gainsight's connectors

Looking forward to discussing one of my favourite topics: why and how CS Operations & Enablement working effectively together is the key to a successful Gainsight environment. Technology is only as good as the enablement behind it. As Gainsight Admins & CS Ops professionals, we need to think like Product Managers. Before building something as simple as a report or a dashboard, let alone editing the 360 views of our customers, we need to ask ourselves: how are my end users going to gain value out of this? Not only that, but how easily will they gain that value?In our world, we often think about things like story points or level of effort, but we need to add two more factors into this: level of impact and ease of adoption.Then, we work backwards from that enablement. In this session, we’ll dive into the actionable tactics you can bring back to your development process to prioritize the user experience and a strong partnership with CS enablement.About Me: by day, I’m the Senior Ma

I am honored to be speaking at Pulse 2023, come and join me for my CSM workshop! Are you ready to take your Customer Success to the next level?Join us for an exciting presentation on "Creating exceptional experiences and building advocates within your customer base."Discover the secrets to listening to your customers and delivering exceptional experiences that will turn them into raving fans.I’ll show you how to close-the-loop and take action on customer feedback to drive satisfaction and loyalty.And that's not all – I’ll also reveal how to mobilize your promoters and turn them into advocates who will spread the word about your brand. Get ready to revolutionize your customer success skills and build a base of loyal advocates – all with the help of Gainsight’s expert tips and tricks.Don't miss out on this must-see presentation! If you have any questions, feel free to ask me in the comments below!

In customer success, it is important to comprehensively understand your customers to ensure personalized and impactful interactions. To embark on the journey towards increasing the customer-facing team's impact, let’s start defining your default customer 360 (C360) views.Imagine having a basic C360 that serves as a centralized hub, organizing key customer data and applications your team utilizes for effective customer management. This workflow allows you to move toward a deeper understanding of your customer's needs, preferences, and pain points.While the initial phase may signify the beginning of a 360 view, its impact is far from insignificant. Organizing vital customer data within the C360 gives you a medium level of visibility, facilitating quick access to information that drives actionable insights. Consider the following questions as you begin setting these up:Do you regularly need to access data from various tools or systems? Are insights effectively organized within a single vi

I'm thrilled to be speaking at Pulse for the first time, along with my colleague @JKucek, on driving engagement with Stakeholder Alignment! This topic is near and dear to my heart as I believe it is a key workflow that takes CS organizations from reactive to proactive.As a CSM, navigating political complexity and multiple stakeholders is par for the course. But as your customers change priorities and shift strategies (especially in today's economic climate), maintaining alignment with multiple executives and decision makers becomes paramount. In this session, you'll learn how to systemize your executive sponsorship approach, which ultimately impacts GRR.Be sure to mark your schedules and join us on Wednesday, May 17th at 2pm to learn the Why, What, Who, When and How of Stakeholder Alignment.This is the first time Gainsight has dedicated an entire track to CSMs and I couldn't be more excited to be a part of it. Looking forward to seeing everyone soon!

Digital hub serves as a central platform for businesses to connect, engage, and support their customers in the digital realm. It plays a crucial role in driving digital customer success by providing a seamless and personalized customer experience.How does DH enhance DCS? Self-Service Resources and Knowledge Base: By providing a comprehensive knowledge base and self-service resources within the digital hub, customers can find answers to their questions independently.  Product Education and Onboarding: An intuitive digital hub with clear documentation, interactive tutorials, and user-friendly guides facilitates customer onboarding. Quality interactions: Digital Hub can help in reducing cadence by providing a centralized platform that offers  easily accessible information, resources, and self-service capabilities. Enhanced Customer Experience: A well designed Digital Hub provides customers with an engaging experience, which can improve customer satisfaction and build customer loyalty.In c