Share and Learn Best Practices

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.

🎉 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

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

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

'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.

 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 s

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 trainin

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,

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.

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

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 pa

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 centralize

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

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

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:

  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 Succe

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👇🏻