Share and Learn Best Practices

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.! 

Data maturity, Data structure, Data analytics… it’s all we hear and talk about lately.Why is it so important and why has data become such a struggle?Data is the new gold. We have to ensure we have insightful and powerful data to help our organization achieve their goals. But how does it all start. It almost feels like the right place to start is to look at our current data. Well, I am here to tell you, it starts even earlier than that.Think about your data prior it ever being created. Think about actionable objectives, you can do now to help curate data gold. As I mention in my session at Gainsight Pulse 2022, there are 3 main strategies I live and breath by. 1. THINK WIN-WIN-WIN SolutionsThis strategy is about ensuring everyone involved is winning. Think about your CSM needs, stakeholder needs and admin needs. Ask yourself key questions to help you understand how each player wins.Stakeholder: Can the business measure positive negative impacts to the customer through the data? Have you

Has anybody created a formal governance model for Gainsight that they'd be willing to share? As we add more Admin users and groups outside of Customer Success into Gainsight it's becoming clear that we need to create a formal governance model/support structure. I've started to create something which I'd share here but it's a .ppt and I can't figure out how to attach a doc? Sorry! Does anybody else have anything they'd be willing to share?

Join @easton_taylor, VP of CS, and me, Director, CS Ops, at Gainsight on Thursday at 10am in Room 2022.  The SaaS and technology communities have gone through a rollercoaster of change over the past year. The current economic climate has caused numerous organizations to adjust their approach to risk to minimize surprises. Our team at Gainsight is no different. We’ll discuss Gainsight's refinement of health measurements to help improve visibility for their teams during these uncertain times.  Here’s a sneak peek of what you’re in for :-) 

If you do not know how to use Generative AI, you are really missing on something big! How much do you agree with me on the above statement? - I do believe AI can empower admins workflows, optimise CSMs workflows and AI integrated product + Digital Customer Success can do wonders! If you were are Pulse 2023, you might be aware of some of the cool AI driven features that Gainsight will be having in the near future“What’s the one thing that you want AI to do for you in Gainsight?”  Note: This is a post-webinar discussion thread. During Crank Up Technicalities webinar we posted this question and asked folks to share thoughts over here.

Hi!In the Gainsight PULSE community sessions, which focussed on the Salesforce trailblazer discussion presented by Christina Fidura from Salesforce, there was a reference re what happened when Adobe pulled the plug on their community.Any guidance where I might be able to read up on that please? thank you!

It took the collision of three forces to move me from CS Ops to Community Management:I found that facilitating collaborative conversations was the 20% of my role that I wished were 80%, and I had opportunities to describe that to my boss, my boss’ boss, and my boss’ boss’ boss (aka our CEO). Gainsight’s customer admins started their own community meetups, which led to a Slack channel, in addition to the official Gainsight community, which demonstrated the depth of the energy and enthusiasm that was available. Senior management identified that the Gainsight market was hungry for more admins, to the degree that it was slowing down customers and prospects who were eager for that kind of expert systems consultant.I was the right person to pave the way for more people to get into a CS Ops or Gainsight Admin role, and to make people in the role more successful. I did it by creating resources and events that connected knowledgeable people to learners.You can do the same, for your admins or fo

We just released our CS Compensation report and are showcasing the results for North America and EMEA in webinars earlier this morning and next week for EMEA. A few common questions emerged - how are you solving this today? What other CSM comp questions do YOU have? Answer/ Add as responses to this post!I’ve added a few of my answers in bold Regarding bonus compensation, do you have any insights on the prevelence of quarterly vs annual calculations/targets and payouts? Seeing more shifting to Quarterly (including Gainsight!) or semi-annually - more flexibility/cash flow for CSM, more flexibility to adjust the plans as year evolves I’d like recommendations or resources for identifying a comp structure for a CSM who’s sole role is upselling to existing customer base please How do you adjust comp model based on size of BoB per CSM. I’d say we tend to land at a much higher customer count per CSM than what’s the industry average.  For smaller organizations, where CSMs are taking on churn r

The Gainsight Community never fails to inspire and motivate me. After the ChatGPT fest at Pulse, and seeing Seth’s amazing “Hot Takes” I realized, I need to do some dang marketing with my CSMs. So I asked ChatGPT for a slack message about different functionality in a hot ones theme. Then I thought, well, I’m in Austin and it’s going to be Tuesday so.. Taco themed. It ended up being an email and I MAY have said “I need this a little shorter with more Taco Puns.” And this amazing email came to be! My CSMs LOVED it. And I’m seeing traffic from it! I decided on focusing on Cockpit so that I can reinforce “this is your home base”. What’s an easy thing to get them to buy into? If they adopt Cockpit, the other good stuff comes almost naturally.