Share and Learn Best Practices

As a customer success leader, one of the primary challenges you may face is how to best support customers who use multiple products from your company's portfolio. To help you navigate this challenge, we've outlined five common customer success management (CSM) models that can be used to support customers with various product combinations. By understanding the strengths and limitations of each model, you can make an informed decision about which approach is best suited for your organization. Here are the common models we’ve seen and how to evaluate the ones most appropriate for your business. There may be combinations as well - single CSM for small multi product accounts vs. a Relationship CSM and Product Specialists for your largest accounts. The Generalist CSM Model: “THE Single Point of Contact”The Generalist CSM Model assigns each customer success manager to be well-versed in all the company's products. This approach provides customers with a single point of contact for any product-

So exited to see the great turnout on Tuesday for the Day in the Life of a Gainsight Enterprise CSM session! We had tons of great questions but one that I wish we had a bit more time to go deeper on was “How does Gainsight measure adoption?” There is absolutely a wrong way to do this. Any time you are asking a CSM or other user to either calculate or speculate on what the customer adoption is you are: 1. Leaving room for subjectivity 2. Leaving room for manual error 3. Taking away time they could be spending driving value with customers 4. Your health score will not be predictive.  At Gainsight this is all automated so I (as a CSM) do not have to take any manual action to get this insight. Our adoption health score is 50% adoption depth (how often are people logging into Gainsight) and 50% adoption breadth (are they using top sticky features). Trends using this data fire off CTAs when adoption depth declines with playbooks to take proactive action. Adoption is leading indicator to rene

We assume that you have a way to identify which customer is due for renewal and when is their renewal and you are tracking the renewal process(Opportunity) something similar to the below example.   To calculate Retention Rates in Gainsight, We should use the Data Designer feature. Click here to know more about Data Designer. Calculating Net Revenue Retention Rate:Step 1:Using Data Designer, fetch Renewal and Expansion Related Information from Opportunity along with their Close Dates and Stages.   Step 2:Next step is to get the First day of the Quarter for the Close Date of Opportunity. In case if you want to get Retention Rates by Month, You need to get the First Day of the Month for the Close Date of Opportunity.  Step 3:Get the SUM of Amount of all the Opportunities, SUM of Current ARR  and Total Number of Accounts per Quarter(Grouping by Quarter).  Labels: SUM of Amount → Total Renewable ARRCount of Accounts → Total Renewable AccountsSUM of Current ARR → Total Current ARR .Step 4:Ge

In our monthly meetup group about the CS Ops of Digital Customer Success, we spoke in April about defining digital customer success. As a follow up from our Digital Customer Success Bootcamp webinar on April 4 the group discussed how they define their digital cs maturity and challenges they might face as they become more mature in their strategy. Check out the recording to see what we learned!  

Hi, do you organize any Pulse event in India. Please share details if yes.  

Missed our webinar on the Day in the Life of a CSM “How a Gainsight CSM uses Gainsight to support enterprise customers to drive ROI, mitigate risks and collaborate with sales to identify new opportunities”. You’re in luck! You can find the recording and slides below.  If you have any questions please thread them below! 💻 Slides 

Subscribe to this monthly newsletter here!  Hi ​[there]​, So, my last newsletter was the first week of November. Did I miss anything? Before the tech layoff wave, before SVB, before my first time getting Covid (then my rebound on Christmas Eve), before ChatGPT, ya know, happened… It feels like a lifetime ago that predictability was something we could claim to have. Do you feel that you’ve gotten your prediction skills back? Or maybe you’ve just pieced back together your sense that they ever existed? I mean, who can say what CS will look like in a year? Sorry, I didn't mean to send you into a nihilistic tailspin. On the contrary, you have trained for unpredictability. Do you remember that feeling from March & April 2020 of, "What on earth happens next?" In your day-to-day life, in the four walls of your home, the only possible answer was, "What's immediately in front of you." (Or, in the style of a Jeopardy answer: "What is Tiger King.") So, you know how to pick your way forward, on

Maintaining a book of business can be challenging. Customer success teams often find themselves navigating rocky waters as the customer's experience has both crests and troughs throughout their journey. As your teams talk with customers they begin to decode where exactly on this journey the customer may be and what their overall sentiment is like, with the penultimate goal being to help customers maximize the crests and minimize the troughs.One great way to do this is to send customers gifts of appreciation or support when the time is right. For example, you could send a customer a Welcome Box to thank them for signing up and becoming part of your loyal customer base. Perhaps you may even want to send them a holiday gift, a gift at the time of their renewal, or better yet, a gift to celebrate their milestones (i.e - First X number of email sends, their tool going live, etc.).It doesn’t have to just be about their company’s relationship either. It may be specific to your primary point o

I joined Gainsight in mid 2014 and my first Pulse was in May 2015 -- so not quite ten years for me but getting close!   The 2015 event was in one of the coolest -- and, as it turns out, coldest -- Pulse venues of all time.  We took over some warehouses on a pier in San Francisco…....and converted them into a baseball-themed celebration of all things Customer Success. The most memorable thing for many attendees was the Taylor Swift impersonator -- who some people thought was not an impersonator at all! Our customers delivered in the obligatory music parodyFor me the most memorable thing was the opportunity to introduce the world to the first step in the journey of Digital Customer Success, When I first joined the company I spent a lot of time talking to CS leaders and came to understand a huge gap -- they had no way to reach their customers at scale.  We build the world’f first automated engagement tool for Customer Success.  We unveiled it at Pulse 2015. We have come a long way with Di

Hello Gainsight Community!In our recent Digital CS webinars, we’ve seen questions over and over again around how digital onboarding can help improve existing onboarding programs, and I wanted to start a conversation on a few ways that digital tactics can be leveraged if you are getting started setting up your own digital-led onboarding program! Usually, ‘digital’ onboarding comes up when customer-facing teams realize they are facing delays in product activation and adoption (usually tied to a slow TTV). And often the delays here are associated with slow responses - customers who don’t schedule an onboarding call, or where it takes days (or weeks!) to even get in touch post-purchase. Where digital can help here is streamlining onboarding communications - and making it easier for customers to take needed actions quickly when they are in-product.So, if you are considering ways to fast-track onboarding, here’s two tactics/capabilities you can leverage to get started: ✅ In-app communication

For Gainsight Administrators attending Pulse 2023 in San Francisco, we're recreating this massively successful event that we launched for the first time last year!You’ll come away with customized, tactical coaching from an expert admin. Plus, you'll meet fellow admins who you can feel comfortable connecting with in the future. Six experienced admins -- hand-picked members of our CS Ops Product Council -- will each host a roundtable.Each roundtable is limited to five participants so that the conversation can be intimate and in-depth. Registration is required to secure your seat.You can attend just one roundtable. Several will happen during the same lunch block, plus we want to maximize the number of admins who have access to this opportunity.   Topic Admin Host Roles and Responsibilities of a CS Ops team Angela Domenichelli@angela_domenichelli Creating an Action Oriented Health Scorecard to Prevent Churn and Predict Growth Kristina Holbrook@KristinaH Gainsight Adopt

All my Customer Success Managers out there have been through a LOT in the last 6 months. Anyone sensing more risk in their business? Getting hit with surprise churns, tougher renewals? Having to take on more accounts? The reality is, times are a changin’ and the customer success role as a value driver is now a non negotiable.  On Tuesday April 25th I will be hosting a session that dives into how I use Gainsight to manage my book of business as an Enterprise CSM to be a proactive, strategic value driver for my 25 clients. Registration info below.  How have you had to step up your game in the last 6 months?For me it’s been staying much closer to key decision makers at my clients to understand how they define value and not solely defining value from admin users.Let me know how it’s been for you, in the comments below! Register here 

 Good Afternoon everyone!!🙂Hope you are all gearing up for Pulse & getting excited for a jam packed 2 days in Moscone next month.🔥 We can’t wait to see you, and I just wanted to take an opportunity to highlight our Pulse FAQs for any doubts you’ve got!I also wanted to share a discount code for anyone who doesn’t yet have their ticket!! Today is the last day of our Early Bird Pricing before the price increases tomorrow.The code PULSE_RALLY will give you 35% off any ticket type!!   Please let me know below if you have any Pulse event related questions I can help with!

Before I post the question on which I would want CS enthusiasts to brainstorm on, I would like to thank all the folks who joined the Crank Up Webinar last week. I truly value your participation there! 😊 Now, let’s brainstorm 😇 on the question that I asked during the session;   Let me kick start the discussion. Below are some of the points that I would consider;Tracking feature adoption pre and post campaign - Pull usage data and track the percentage change in adoption Leveraging surveys for campaign - Rather than sending just a JO email to the customers, attach a survey question to it. This will help in understanding if campaign emails are being read by the customers or not Best Practices requests - If there’s an increase in number of best practices requests from customers regarding the feature we started the campaign on, this is again a successI could be right or wrong about the points I shared but I am open for thoughts. During the session a few of the participants did answer this

The Gainsight team is looking forward to seeing many of our Community members at our US Pulse conference and Pulse Academy Live on May 16th. I’m happy to introduce you to the instructors who are leading the 4 different product training tracks: Gainsight Admin 101, Gainsight Admin 200, Gainsight PX 101, and Getting the Most from Gainsight for End Users. You can preview the agendas here. And, use the coupon PULSE_RALLY to take 35% off your PAL and Pulse tickets! Gainsight Admin 101 with Brian Holmes @bholmes  Gainsight Admin 200 with Jeff Boyer and Stacey George @jeffrey_boyer @sgeorge  Gainsight PX 101 with Lisa Mirth@lisa.mirth  Getting the Most from Gainsight with Jen Holtmann @jholtmann   

Are you achieving the Return on Investment (ROI) that you set out to achieve when you initially purchased Gainsight? Ryan Tillison, senior consultant with nCloud Integrators, discusses the process of identifying opportunities for improvement and outlines three common areas where Customer Success gaps are common: Value Realization, Consistent Lifecycle Delivery, and User Adoption Trends. Read the full article online. #CustomerSuccess #CustomerSupport #Gainsight #CustomerExperience #nCloudIntegrators #CSM #CustomerJourney #CustomerEngagement #nCloud #GainsightAdministration #DigitalCS #TechTouch #SupportExperience #SupportLogichttps://www.ncloudintegrators.com/post/improving-your-gainsight-roi-3-common-customer-success-gaps

There’s a lot you can build with Gainsight, and it can get very weedy very fast. There’s a discussion in the community about rules, but I’m curious on how folks document other things?For instance, right now I’m creating a Success Plan Template catalog for my team. I wish I could link directly to templates! But, for now, I’m including a screenshot of the top half of the CTA and pasting the copy from the success criteria into my Confluence doc. What other things do y’all do to internally document the things that are built in Gainsight?

Yesterday, @harshibanka and @tyler_mcnally led a masterclass webinar session on Digital Customer Success - what it is, how to think about Digital CS maturity, and some key examples of the capabilities and programs needed to execute.  Tyler McNally presenting Gainsight’s definition of Digital Customer Success We had 2,340 registrations and over 700(!!!) live attendees for the session 🙌 - and if you missed it and are now feeling the FOMO, you can check out the on-demand recording here! 👈 We also had SO many great questions submitted during the session we didn’t have a chance to answer them all live - a few examples including:Q: Who do you recommend as the owner of administering and generating the content in the guided workflows and knowledge base? CS Ops, CSMs, a digital CS team etc.? Q: How do you effectively shift focus of In-App experience from being PRODUCT owned/driven, and being more CS Driven and Customer focused? Q: How do you envision the impacts of digital CS working in conju

If you missed our webinar on April 4 on Pooled CS Unpacked: How to Leverage Teamwork for Customer Success in the Digital Age you can find the recording and a copy of the slides below. The hottest topic in Customer Success right now is Digital. One of the ways to bring efficiencies to your team right now is through Pooled CS. With Pooled CS, you have a team that works many to many with your customers. During this webinar we discussed: What is Pooled CS? Technologies to drive customer engagement with personalized touch How Gainsight approaches pooled CS Tracking outcomes at Scale How Pooled Work Assignment feature can be a game changer👉🏼Slides 📕 Check out our Pooled Customer Success ebook  

 As we gear up to the Digital route nowadays and foresee that as the future to be, how do we do Digital EBR ( Business Reviews )❓Here's what I think about it & I would like to call it "Value Realisation - Business Review" ✌1. Identify - procure objectives from multiple clients via survey or an engagement, and select 3-4 clients who are atleast 80% match on the objectives.2. Automate or orchestrate communication which will help us to set expectations for those selected clients on what we wanted to achieve.3. One: Many - Have a generalized presentation on the best practices of the matched objectives and drive via roundtable or webinar or a Review.4. Once the session is done, send a personalized presentation including the matched objectives best practices + unmatched objectives specific to the client + Adoption Trends, etc...5. What is Next? - Take Action - Playbook, CTA's, Derive outcomes.Thank you for taking the time in going through the above.Feel free to share your thoughts &

What’s your greatest clue that you’re emailing a support rep who isn’t thinking of you as a human? Let’s start a thread below of the most egregious violations.I had two support email conversations recently where the first reply was a bunch of boilerplate questions that I’d already answered. Fuming. Would hate to create that kind of experience through our own customer success program. Next week, I’m joining two Gainsight experts (@lane_h , and @Tori Jeffcoat ) talk about how to make a digital CS program feel -- and actually be -- human-first.👉 Info & Register 👈 Drop your thoughts below about a clue that someone’s being a robot with you!

Looking forward to seeing everyone in San Francisco this year! Where is everyone meeting up for post-conference get-togethers this year?

Forrester analysts are currently conducting a survey on B2B Customer Engagement Value Realization and looking for additional CS participants. This is about how customer marketing, customer success, and customer experience teams’ roles are growing and changing. The survey is anonymous and respondents will receive a copy of the final report (if you share contact info) when it’s published.If you’re interested in participating, you can read more about the survey details and requirements here.Take the Forrester surveyThe deadline to participate is April 14.[This is not a Gainsight Marketing effort - we are sharing on behalf of our Forrester network.]