Share and Learn Best Practices

Thanks to the foresight and awareness of my colleague Margo Martin who leads the Customer Success team at Deltek and Deltek’s implementation of Gainsight PX I have gotten a front row seat to understanding the benefits of the Customer Success and Product Management teams working together closely. We have discovered that in a strong product and customer focused organization, the Customer Success and Product Management teams have a huge opportunity to create significant value by having a strong, synergistic relationship to help ensure customer loyalty and retention. As a result, I’ll be sharing the stage at Pulse with Margo Martin in our session titled Harnessing the Power of Customer Success and Product Management Working Together.  In this session, you can hear about how Deltek's implementation of the Gainsight suite of tools has prompted and highlighted the importance of nurturing this relationship and why, how and what benefits we are seeing by having Customer Success and Product Mana

It’s been said many times before that Chrome is the best browser to use now days for its security, ease of use, and speed. But the real reason I love Gainsight on Chrome is because of the extensions!The most interesting admin in the world!Chrome extensions are small apps that are built to sit on top of Chrome and extend its functionality. They typically serve a small single purpose like ad blocking, password protection, or to easily schedule a Zoom meeting within Google Calendar. They are distributed through the Chrome Web Store and all go through a full review process by Google.Why I love extensions is because you can customize Chrome to better suit your needs in administering Gainsight. And best of all, you never have to leave Chrome and open another app. Here’s my favorite Chrome extensions that I hope will make your life as a Gainsight admin easier as well.  Salesforce Colored FaviconsIf you work in Gainsight on SFDC and/or work in multiple Salesforce environments because you also

We are now a week away from when most of us will be descending upon San Francisco for this year’s Pulse!🔥Looking forward to sharing on Wednesday @4:15PT about key elements of EBRs that have proven successful in garnering Executive Alignment, Valuable Dialogue in the EBR Setting, and an unforgettable Experience for your external and internal Customers that will have them all looking forward to the next time you want to get the band back together to talk business. 

Helllloooo Pulse Party People! Last year, I attended my very first Pulse conference, and I remember walking away having learned SO much. I can’t wait to see what new and innovative information I will be leaving with this year!In our session, my Product Marketing counterpart Mike and I will talk through some of the core foundations that we use at Sequoia to keep our Grove Community a flourishing, people-led community.We will share examples of our learnings over the course of (nearly) 2 years of having an online community for our clients, and how we are working to seamlessly integrate Gainsight PX with our inSided platform.Looking forward to sharing our knowledge, networking with other client, community, and product folks, and hopefully taking back some innovative ideas and strategies to keep building!See you all next month! 😎 

“A good first impression can work wonders.”  - J.K. Rowlings. The first experience with your team and product sets the tone for the entire customer journey. This is your chance to provide your first point of value. Do you miss this opportunity? You might be asking “How do I ensure every time an opportunity closes the customer receives a welcome email? That seems like a lot of work for my team.” You’re right. It can be a lot of work for your team if you’re manually triggering each welcome email. One of the first places to start scaling your customer lifecycle is the Welcome experience. Below, I’ve outlined a few things to consider when you begin your welcome email. A step-by-step guide to implementing an automated Welcome Email:1. Segmentation and Target Audience:Define the customer segmentation and target audience for the welcome email. This should align to the decision with onboarding strategy and customer personas. When segmenting customers, consider their unique needs and collaborat

  The GameChanger Awards are designed to celebrate the Gainsight customers that never stop challenging the status quo when it comes to customer success and experience. All Gainsight customers were eligible to apply for the 2023 awards. The winners were decided by a panel of judges based on their quantitative and qualitative results/stories. The winners Digital Customer Success Disrupter Award: @Jbarker from Alteryx, Samsara, and SAP Concur won the Digital Customer Success Disrupter award. These champions of efficiency combine the strengths of digital experiences and human expertise to power healthy customer life cycles at scale. They don’t just think about success for a few customers, they set out to accomplish success for all customers. As a result, their companies reap the rewards of stronger adoption and customer retention. Transformation Leader Award:  Mike Dover, VP of Customer Success at Certinia (formerly FinancialForce), is the winner of the Transformational Leader award which

Scenario - If you are having a dedicated team of CSMs (Pooled CS team) responsible for handling the long tail customers or small to medium business, that comprises of 100-400 customers and the CSM to account ratio is 1:50 (approx),What’s your strategy to;track engagement of such customers? maintain contacts hygiene?Let’s brainstorm and share ideas in the comment section below👇🏻

Absolutely THRILLED to be speaking at Pulse for the very first time 😅I’m talking about the importance of the often much neglected cadence call. This is all about bringing your A game every single day as you work with customers (not just on those Business Reviews, not just just when you need to combat a risk, and certainly not just right before renewal!) and making a consistent habit of building structure and value into your calls. You will walk away from this session with some practical tips and habits that you can start taking action on right away to position yourself as a strategic advisor and assure you earn that partner, not vendor designation with your customers.  I cannot wait to see you all there in May! 🔥Meet the Speaker! 

Hello!  Going to be my first time speaking at Pulse and its a little nerve racking 😛, I heard once that feeling nervous and excited are similar and if that’s the case I am VERY EXCITED!!Thankfully I’m passionate about digitalization and I’ve got our CCO Nikki Bishop by my side to share the stage with.  We experience digitalization constantly; whether at self-checkout in the grocery store or ordering your niece’s birthday present from amazon. The reality is, the world is moving to digital - and in the world of customer success where scaling is top of mind, how do we incorporate a digital touch into our workflows while continuing to drive customer value and satisfaction? Over the last year, Gainsight has enabled Seeq to move forward in the digitalization of our customer journey to drive scalability, consistency, and ROI. Join this session to hear our methodology, learnings, and next steps as we continue to improve this process for our customers.Seeq is globalization analytics at an ente

Hey y’all! This will be my first in-person Pulse, but I am SO-FREAKING-PUMPED™ to be speaking about a topic I’m particularly passionate about: Advocacy 💜.  Advocacy is one of the most underrated metrics in CS, but one of the most important for helping your company build its presence and meet its goals. With the proper approach, advocacy not only celebrates your customers, but also drives NRR and New Sales. Be sure to mark your schedules and join me to learn:Key indicators your Adopter is ready to be an Advocate What I consider an “Advocacy Event” How we built partnerships throughout the organization to rally around Advocacy How we built every process into Gainsight for collaboration and measurement, at scaleTLDR: Advocacy is a magic relationship strengthener and brand builder - and when done well, it leads your customers to excel in their own career paths (making you the hero and your company the beneficary). Outside of NRR, it’s one of the key metrics my department tracks on a weekly

Hello! So excited to be attending my first live Pulse event AND making my speaker debut 🤓. This session is close to my CSM heart. It is essential that CSMs are able to showcase value to our customers throughout the customer journey that was promised during the sales cycle. In this session, I will be discussing the importance of identifying customer objectives/metrics to measure value and ultimately showcase ROI. What is a value realization program? CSM wins/highlights adopting value framework program How do we guide customers from the Outcome Hypothesis to a Verified Outcome? After this session, you will learn how to develop an Outcomes Hypothesis, drive and assess progress, and verify your customer’s desired outcomes. Can’t wait to see you there! 

👋 Hi, I’m new here, but I’m very active over on InSpired, the customer community for Insided by Gainsight. I’m excited to attend Pulse for the first time this year and honored to present in the community track. In my session, I’ll be sharing my POV that B2B and B2C communities are products and that they benefit from leveraging product management principles that strengthen your strategy and scale your community operations. Learn about Jobs-to-be-Done, the Product Canvas, and other techniques I have used to unlock the ability to scale via community, even as a team of one. Level up Your Community Strategy and Operations with Product Management Principles11:30 AM-12:15 PM on May 17About me: More than a decade in community management leadership positions in the tech industry, including communities related to SAP, Google Cloud, and (currently) Unqork.    

Pulling together a few conversations on automating EBRs to create a different and better experience for your customers that scales.Here’s a Recipe - the key ingredients and steps to define, set up and execute 100% automated EBRs via personalized email w/ embedded reports. This is meant to be a starting point to design what will work for your team and customers.  Do you run Digital EBRs via email today? Or other tools? What do they look like?  What do you wish you had known before you started? Survey Design: Define and design a Gainsight CS survey to capture customer's recent successes, ROI, and priorities.What key information do you need to understand the customer's perception of value? What topics are relevant to the majority of your customers? How can you phrase questions to get quantifiable responses? Example: Your survey might include questions like "How has our product impacted your workflow in the last six months?", "Can you quantify the ROI you have achieved through our product

'When strategizing the best way to use Gainsight PX and CS together, it can be difficult to decide where to start. Both Gainsight PX and CS offer a number of benefits to various teams and when putting the two together, the possibilities are endless (and potentially overwhelming)! A suggestion when implementing a PX+CS use case is to first consider your pricing model, or as Jerry Maguire would say, “Show me the money!”  Most SaaS customers generate revenue by charging per user/license or by feature utilization.User-Based  In a User/License based pricing model, customers are charged by the number “seats” sold per organization. Take Gainsight as an example. Gainsight CS is sold to customers in terms of the number of licenses purchased and Gainsight PX determines the price per customer based on the number of monthly active users (MAUs). In these scenarios, it is important to track the number of users logging into the product to understand health and risk, as well as to measure growth of us

📚 Excited to announce the release of my new book! 🎉 "Gainsight: Governance Guide" where I explore two of my professional passions: Customers Success and Data Governance. Get ready to dive into a world of CS that will leave you inspired and enlightened. Join me in this literary adventure, available now on Amazon. #NewBook #customersuccess #datagovernance #csms https://a.co/d/6k8scfk 

Hey Everyone!  I cannot wait to get to SF for Pulse and I am especially excited to be participating in this CSM-led track! 🚀Often times when we discuss Customer Experience (CX) and Outcomes (CO) here at Gainsight, we’re speaking about measuring CO with our DEAR framework and the correlations with Net Revenue Retention📈We might also talk about measuring CX with NPS or ‘closing the loop.’ All very important- but we’re only scratching the surface, missing out on an important discussion around how inspiring orienting our work around CO and CX can be! 🤩For my session, I wanted to dig into how we can use the CX + CO framework to add context and purpose to the entire breadth of work that a CSM does (What’s-in-it-for-CSM, so to speak). In my track, we’ll coverHow gathering outcomes at all levels of the business and numerous points in the customer journey makes for easier renewals and drives expansion 📊 Why prioritizing a Human-First approach is crucial for excellent CX 🌞  How the Gainsigh

That’s right, it’s that time again! I know, we can’t quite believe it either. However, we are super excited to be preparing for Pulse Europe - and this is where you come in.Do you (or does someone you know!) want to speak at Pulse Europe 2023? If the answer is yes - please complete this short form by 30th June. If you have any questions around this process or any thing else, please email pulseeurope@gainsight.comWe look forward to hearing from you!   

Like most best practices, it depends.  You need to figure out which NPS scores matter most and why. Thrilled to say that Admin NPS *is* correlated with GRR.  It’s narrowed over time, but still quite meaningful. This is the reason and the evidence for the Admin/CS Ops Community Programs. We saw the gap in NPS scores, identified root causes and work every quarter to reduce/remove.   

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in February 2022 about pooled CSMs being proactive instead of only being able to react to incoming customer questions. Brian LaFaille of Google kicked us off with a presentation and Q&A session.Here is the slide deck. Brian mentioned additional slides about how to actually execute the transition to a pooled CS model, which you can see here.Plus, participants shared some of their takeaways from their breakout room conversations:Working with customer data, and having reliable data, getting it right is often difficult We discussed leveraging a ticketing system (similar to support) to help with client experience in a pooled CSM model. Where some have the intention of getting off the phone and solving issues as quickly as possible, others are using the time on the phone for land and expand opportunities. A question to guide your efforts: is this scalable? Internal alignment Having a support team and r

Lead generation for upsells, cross-sells and expansions can be very time-consuming and inefficient. There are quite often times when customers don’t realize the additional value they can get from your product or service.By leveraging the power of Gainsight PX and CS, you have the ability to provide customers with tailored, automated, and scalable messaging for when they need to upgrade their contact/s. This has the added benefit of the customer coming to you to discuss pricing. After all, a customer coming to you to buy a product is much more likely to close than you reaching out to the customer.Here’s my #2MinHowTo video on how it all works: This post is part of our #2minHowTo campaign. Make sure to check it out and encourage others to share their expertise! I am nominating @arminfpop  and @lane_h to take up this challenge next.I hope you found this useful, if you have any questions or additional use case ideas, please do share them in the comments below.

What goes better together than peanut butter and jelly? French fries and ketchup? Ted Lasso and Coach Beard? Nick Mehta and Taylor Swift? Perhaps the best pairing of all is Gainsight PX and CS. Combining PX user analytics with CS Customer Success solutions unlocks a myriad of possibilities to increase customer health, retention and experience overall.   Check out the PX+CS Maturity Model of use cases below for a quick look into how customers are using the combined powers of the two platforms to understand adoption trends, proactively enable end users, and course correct where needed.  Which of these use cases would make the biggest impact on your organization’s business goals? Got an idea? Share inspiration for how your company uses PX and CS together.Join me on Tuesday, June 20 at 9am PT for The Power of Working Better Together with Gainsight PX and CS Webinar to learn more about unlocking the potential of PX+CS. Register Here!  

Hello - We’re moving our data portal to a new platform that no longer has a means to load usage data into GS. From a health score perspective, we’ll get very limited data - # report executions and # logins (without identifying the user). Brainstorming ideas on how to get a usage score for customer health with limited data and without having a data feed into GS?? The only way to get it in would be manual and that’s not an option. How are you measuring usage of your tools/platforms from a customer health perspective?

If you learn anything today, it’s this that Community is about Relationships@Katie_ray watch her session on Growing Your Community: Making it Meaningful, Measurable, and Sustainableand @DannyPancratz on Level Up Your Community Strategy and Ops with Product Management Principles 

In our monthly meetup group about the CS Ops of Digital Customer Success, we spoke in May 2023 about identifying and capturing data. Here’s what we learned!  📝 Note-taking slides from the breakout rooms Learn about these meetups in the future by signing up for the monthly CS Ops Newsletter.

Challenge accepted! @aaronhatton @Sruthimalla !Here is how I use Gainsight as a Director of the CS team  Few things that I focused on: 1. Lack Of Visibility - Reports & Dashboards ( lack of activity, visibility into core KPIs, RC, CI )2. Unexpected Churn - WBR ( Risk Process / Management )3. Scale & Efficiency - C360, Playbooks, Cockpit, TimelineThis is just a glimpse, and excited to get into deep dives as needed.!