Share and Learn Best Practices

I’m so excited to attend my very first Pulse conference, and I’m especially looking forward to networking with other PX customers!In my session, I’m going to share how my team used Gainsight PX and another product (Split.io) to gradually release our re-designed home page and iterate quickly on user feedback. This is the first time in our software’s +25 year history that we’ve had a true beta test program.  The Gainsight/Split combo was fantastic for creating feature flags to deploy new code to subsets of our user base, to communicate with our early adopters, and to quickly gather immediate feedback.We are already refining this process with the next big feature rollout this spring.  Can’t wait to share this use case with you all, and see what suggestions you have for us at Trimble!

I missed the Product Roadmap 2023 webinar yesterday. Can I watch a recording? Thanks

What books, podcasts, authors, topics, etc. you follow to supplement your Customer Success career?I’m interested especially in what tangential material or subjects you follow. Perhaps there’s a leadership expert who relates her expertise in a way that particularly helps you. Or there’s a YouTuber who really shares his goal setting habits well. It’s not directly Customer Success knowledge, but it’s applicable to our field.What do you follow or listen to or read, perhaps that’s not directly in the Customer Success swim lane, that you’ve found especially helpful or inspirational?

Hello GS Community, I'm in the process of designing and defining an optimal strategy for implementing a Digital-led CS approach that integrates with a CS pooled model and extends across various digital channels. I'm wondering if anyone has established this type of model and would be open to sharing any proposals, tips or talk tracks you used to gain buy-in from CS leadership?Thanks 

As we begin to build our digital CS model, moving away from a named CSM, we need to establish a cohesive brand and DCS voice across channels that is personal. I'm wondering what other companies are doing when sending post-purchase CS comms without a named CSM. Specifically, what are you using as the from/sender and/or signature? With the rise of creating fictitious characters, are you moving away from generic "XYZ Customer Success" or "Your Customer Success Team"?Examples:Success Team A fictional CSM CCO A fictional character (dog, donkey, etc.)Would love to hear what others are doing and any learnings along the way!

Let’s revisit the low-touch, pooled CS model. What’s working, what’s not? Would love to chat with fellow CS leaders in regards to how you successfully rolled this out. 

I was thrilled to be part of a webinar earlier this week with @seth and @lane_h on Digital Customer Success: Secrets to delivering a human-first experience. We had a TON of interest and engagement on this topic, and as a result, had so many really great questions submitted during the webinar that we didn’t get a chance to speak to them all.  If you missed it, I highly recommend checking out the recording, or watch this quick recap video of our in-product tips to keeping

In our monthly meetup group about the CS Ops of Digital Customer Success, we spoke in March 2023 about digital resources that make CSMs more efficient. 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.

CSMs often have to have the same conversation multiple times. What are some resources we can automate digitally that can answer customers’ questions so our CSMs don’t have to? I’d like to think you’re already doing this for some subset of customers in the form of newsletters or welcome emails but what’s preventing you from rolling this out across the whole customer base? What roadblocks are you facing when it comes to implementing automations to push out resources to your customers digitally? I’m facilitating a virtual meetup tomorrow (March 22) at 8am PT where you’ll get the chance to break out into small groups to talk through your ideas and also hear what your peers are doing as it relates to digital customer success. We’ll then reconvene and hear takeaways from a few groups. Please join us!  👉🏽Re

As a Group Product Manager at Gainsight, I’ve learned that a strong Product & CS collaboration can truly supercharge both roles by empowering CS with product outcomes, and empowering Product with feedback and input for those outcomes.Here’s 3 reasons why this friendship works, and 3 tips on how to take that friendship to the next level 🚀 1️⃣ Shared interest in the success of the productCS and Product's combined efforts lead to customers using your product successfully, which obviously helps improve retention. Especially in B2B SaaS, CSMs can help PMs identify unknown customer challenges and unmet needs. Leveraging these customer insights to address these needs through Product leads to a win-win situation 💪2️⃣ Connecting customers to product teamsCSMs have first-hand insights in what their customers stru

@lane_h just finished hosting @Tori Jeffcoat and me on a webinar (recording will be available here) about creating a human-first digital customer success program. These were our getting-started takeaways. What are your suggestions or questions about getting started in Digital CS? 

Been a late find for me but Gainsight’s director of CX and Scale @lane_h and Head of Community of inSided by Gainsight, @Alistair FIeld get together with our VP of Customer Success, @easton_taylor to riff on the obvious synergies of a CSM org and an active Community.📹 Watch it On-demand here📕 And also, there’s this Big Book on Customer Success for us to download.  

If you missed our webinar on March 7 on The Key Skills CSM Teams Need to Succeed in 2023 you can find the presentation and a recording of the slides below. In this webinar Easton Taylor, VP of Customer Success, Gainsight joins John Thackston, CEO, SOAR Performance Group and Andy Thompson, AVP Consulting & Client Success at Recorded Future for a discussion on how you and your teams can be best equipped for the year ahead. During this webinar they discussed:How the required skills for CSMs are changing based on the current business environment  How to effectively develop new skills for your CSM teams  Ways to measure the business impact of skill development Slides

These are the core tenets that I’ve picked up about how to measure the effectiveness of a CS Ops team. How do you measure your CS Ops team’s success?Team ThroughputIt starts with tracking simple CS Ops activity. You can use some metric like features deployed. Since a large portion of our CS Ops team uses sprints, we can show "points delivered". @kendra_mcclanahan (Gainsight’s Director of CS Ops) has even built mechanisms in Monday.com so that those points are compared against expected vs. actual, and are reported broken down by high-level strategic initiatives and major areas of run-the-business responsibilities.Leading Indicators of ImpactYou’ll then want to start to collect signs that your CS Ops team is actually starting to make a difference. For example, @jennifer_bruno (Gainsight’s leader of CS Enablement & Transformation) runs a survey of

Hi Everyone!  The GameChanger Awards are designed to recognize and celebrate our customers leveraging Gainsight to change the game of customer success and experience for their companies, customers, teammates, and partners. A GameChanger is intuitive, always authentic, never stops challenging the status quo, and just might have superpowers. Sound like you? We thought so!Nominations must be submitted by 6 pm PT on Friday, July 7th, 2022. Winners will be celebrated during Pulse in San Fransisco on August 17th-18th and will receive their official GameChangers Award and prize. Winners also receive one free Pulse pass to Pulse in person. Visit this

Hello out there. I am leading efforts to stand up a team and implement effective CS strategies within my company for a healthcare technology. I am looking for general references on how to go about defining “success” for our end-users and developing a health score to track and identify opportunities. Any direction would be greatly appreciated! Books, webinars, articles, etc...

It’s a stupendous achievement to earn your Level 3 Gainsight Admin Certification. People who’ve done it have said that certification gave them confidence in their technical expertise, opened doors to more interesting work, and overall helped their career. They’re also extremely clear, though, that they don’t know everything yet! (I mean, because it’s impossible, and not only because there are constantly new features.)One newly-certified Level 3 Admin asked me what resources I’d suggest so they could continue to grow. Here’s what I suggested:You will learn most, now, by doing. For you, it's less about learning functionality, and more about becoming creative, sophisticated, and elegant with how you combine and configure the functionality. So, give yourself a gentle pressure in that direction as you take on new projects, or even suggest to your stakeholders what might be possible. As you push the envelope of what you've bui

Those of us who love Journey Orchestrator also feel the painpoint of these emails not logging to Timeline. While there is some good reasoning to consider for why this is not an out-of-the-box feature, JO is an extremely flexible tool, and therefore the decision for whether emails from a program should display in timeline or not should be left up to the GS admin for that instance.Regardless, if you’re like me and need to show your CSMs automated emails but don’t want to do the heavy lifting of syncing to SFDC > back into Gainsight Timeline, a great workaround is to create a report and display it as a related list in the C360.Here’s how I did it:Used the AO Emails object In the “Show Me”, included the fields Created At (which is the Sent Date), Email Template Name, Full Name (Gs Participant Id → Full Name), Recipient Email Address (Gs Participant Id → Full Name), Email Opened, Bounce, Text BodyIf you wanted to go a st

Recording of the December 12/9/22 Global GS Admin Slack community meetup on Data Designer!Explore common use cases for data designer and how GS admins tackled business problems using data designer. Learn about some of the “gotchyas” with data designer and possible workarounds to achieve what you’re looking for. https://zoominfo.zoom.us/rec/share/tAs30V0Qp4Wl1G0KxbrrrNRB11LrtruAB4wU1P_lnIJRHUa4BXe-Qshu_NeVC1G9.8QENl_KEhlUvcVDzPasscode: lZ@C$2Ti

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in December 2022 about launching a digital-led tier. Here’s what we learned! 🎞️️️️ Gainsight’s @seth  gave an overview of Gainsight’s digital-led tier and then we heard from a few breakout rooms. You can watch the recording here. 📝 Find the overview slides and Note-taking slides from the breakout rooms

“We need more automation.”   The topic of scaling is not a new concept in the Customer Success industry and continues to be a hot topic and one that most organizations want to pursue. However, most organizations struggle with finding a balance in adding automation to scale and often try to automate too much. Find out how to establish a balanced approach in this article, 4 Steps to Automate with Intention, by Kate Griffin, consulting team leader at nCloud Integrators. https://www.ncloudintegrators.com/post/automate-with-intention

We are staring to implement the use of Success Plans in Gainsight and I was hoping to find out how others have been using them.  What types of things are you creating them for?   Are you keeping them simple and clear?   Just looking for some guidance and tips on what others have learned and how you have implemented them.   Thank you in advance! 

Hello Gainsight enthusiast!For enterprises looking to drive efficient and scalable value realization, customer success technology isn’t merely a nice-to-have, but a fundamental organizational imperative. And, as the leading CS solution on the market, Gainsight is the most powerful platform to operationalize an effective CS strategy.In Valuize’s new eBook, we’ve compiled years of Gainsight expertise to create the most comprehensive guide to succeeding with Gainsight CS to help leaders maximize the impact and value of their Gainsight CS inve

Looking for suggestions from the field on best use case for the following scenario from an admin's perspective... We'd like to pull a report across multiple objects (i.e. opportunity, account, customer info) that we can review upcoming Customer Success owned renewals each quarter. The strategic part I'm trying to figure out is how do we track a couple of key questions that we will fill out during our meeting and store them so we can push this information upstream at any time. What are your suggestions for the best area to do this: 1) Data spaces - my initial go-to. Relatively easy to pull this info into a report, but I'm not sure the best way to capture information from our meetings. 2) MDA - Another thought was to build a table and either feed this via rules engine, or just to upload information manually via csv after each meeting (since this will only be quarterly). This is a little more high maintenance but we could add in a column for da