Share and Learn Best Practices

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 date tracking. Any suggestions off of these

Hi folks! We have recently rolled out Gainsight to the global CSM organization, beginning with a fixed set of use cases. Im curious about your best practices to share on how to collect feedback and wishes from the users in a manageble way - are you using spreadsheets to do that? Thanks in advance!Charlotte

I was looking for some feedback from this community on how you train your CSMs.Many B2B SaaS companies train their CSMs to be the ‘single point of contact’ for customers, where the CSM is knowledgeable about the product(s) but really they coordinate with SMEs in other departments (trainers, product coaches, technical account managers, product managers, etc.) to share expertise and best practices with customers. This increases the CSMs’ potential book of products that they support, and enables each customer to have a single CSM even if they buy multiple, complex products, but limits how knowledgeable the CSM can be with regard to each individual product.Other B2B SaaS companies train their CSMs to become SMEs themselves, becoming the go-to expert for customers to leverage. This limits the number of products that the CSM can support, and when customers buy multiple products it means that multiple CSMs must support a single customer, but it makes the CSM an expert in the product that they

Here is how best-in-class CS organizations run their customer risk management and escalation process:https://www.gainsight.com/blog/war-and-peace-the-csm-edition/

As 2022 is coming to an end, our team has high ambitions for 2023!  We’re looking into documenting, tracking, and verifying customer outcomes at scale….we’re doing this for a number of our enterprise customers with assigned CSMs but want to extend this to all customers in a scalable manner…We’re planning to align with our product and CS leadership to create 3-5 “standard” outcomes that our software helps teams achieve and then comes the tricky part….how to we confirm our customers have indeed achieved this outcome using our tool??   We are considering a survey to users asking them straight up “Have you realized value with our tool?” and then subsequent questions related to the outcomes… Would love to hear from others if you have any experience in scaling Verified Outcomes? 🙏 

If you are worried about your CSMs not being strategic and proactive, think about what’s your expectation from their business reviews.https://www.gainsight.com/blog/the-dos-and-donts-of-executive-business-reviews/

Hi there, We're currently exploring the idea of creating a Scorecard 2.0 to measure and track client health during the implementation stage of our customer lifecycle. Once a client has been fully implemented, we would then move them over to our standard client scorecard.  Does anyone have any suggestions or best practices for the types of metrics we should consider using? Here are a couple metrics that come to mind: CSM/IM Sentiment (manually set) Overdue? (determined by implementation playbook) Number of overdue tasks (determined by implementation playbook) Delivery Issues (timeline activities)Curious to hear about what other people have done in this area. Thanks! 

What are some ways you have operationalized the collection & documentation of customer use cases?We’re looking to connect the dots between our stellar customers and their use cases, to inform product marketing & customer marketing strategies and outreach. Eg, identify our customers that are using our product really well for one of our core use cases, and amplify that testimonial in future marketing efforts.

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in November 2022 about digital business reviews. Here’s what we learned! 🎞️️️️ Recording of key takeaways from each breakout room 📝 Note-taking slides from the breakout rooms Learn about these meetups in the future by signing up for the monthly CS Ops Newsletter.

@Justin Bills, Senior Manager of Customer Success Operations at Greenhouse, presented on How to be a Change Management Superhero (🎬 Watch the webinar recording) Two follow-ups for you!Further hone your change management superpowers with Changing Minds & Mindsets Along Your Customer Success Journey.   A question for you:What item from Justin’s presentation hit you the hardest (in a good way), when you’re thinking about change management for your CS team? Post your thoughts below so we can all compare notes!

Hi there,I recorded a podcast episode on Digital Success Plans and how we at Alteryx think about guiding our customers to be successful in data and analytics.Check out the link here where you can listen or find links to Spotify or wherever you get your podcasts:https://community.alteryx.com/t5/Alter-Everything/118-Prescribed-success-plans-with-Alteryx/ba-p/1014195Any feedback or questions are much appreciated!

Hello, in this post I am explaining how to calculate the anniversary dates based on existing date field in an object using Rules Engine.Here is the link to the document  Below are the few use cases where this might be helpful. To follow-up on account’s renewal. To send NPS surveys every 6 months to customers. To create CTA for EBR set-up every 6 months To send customers a survey after 6 months of onboarding to know customer feedback.  

When can we expect the slides and audio from Pulse Europe 2022 please

Keeping a community alive is no easy task.It takes dedication, effort and a passion!I know no one as passionate about Community as @anirbandutta.We will be together at Pulse to talk about the initiatives we are excited about to drive engagement in our communities, and we hope it will inspire you to experiment with your own community programs to drive sustained customer success.  Feel free to connect with us in the this thread, or via Linkedin. I am always happy to connect and chat community, knowledge management and self service.

Want to make sure I’ve got my calendar blocked for Pulse 2023 in SF! Do we know the dates already?

@CharlotteK … enjoyed your session Live… forgive the approximation of the Title but please share snippets of your session and bake in a few Questions you recieved (I know you received many :) because of the highly informative nature of practical workflows… and let’s open up the convo! 😀 "#Community is just not a platform, it's an intentional strategy" - @Tyzaa_ of #Blueprism at @GainsightHQ's #PulseEU22 pic.twitter.com/1bu83gpYJz— Anirban Dutta (@anirban_dutta_) November 9, 2022 

WHO?After speaking with Adam Joseph, VP of CS, on a fireside chat about Digital-Led CS a few months ago (see here for recording) … myself and Jordan Barker are very excited to share our journey with everyone at Pulse Europe in a few weeks. 🤩 We’ve grown a scaled Digital Customer Success operation from the ground up in just 12 months; innovating, building, failing, experimenting and using data science to build a digital environment to ensure the success of our 8000 customers. 📈WHAT?Covering PEOPLE, DATA & TECH and INFLUENCE, we will be aiming to educate and entertain. Walking you through our journey to leave you with nuggets of information and learnings to take back to your organisation as you aim to scale your CS delivery. 💡HOW?Join us at 11:30am on Thursday 10th November. 👋Or feel free to message us to connect during the conference - we would love to chat and make new connections. 

Subscribe to this monthly newsletter here!  Hi there,I’ve recently had a surge in questions about the ‘right’ investment in CS Ops. Welcome to budget season! I respect that it’s a tricky challenge. You’re not buying more of the same ol’ stuff. It’s more nuanced: you’re investing to unlock access to a more sophisticated version of your CS team.(Also recently, I’ve had entirely too much fun with DALL-E, generating AI art.) So, if you’re taking stock of your CS Ops spend, I have two north stars to offer: (1) What’s everyone else investing?Data from 2021 says:A ratio of CSM:CS Ops of 12:1. This comes from a Gainsight survey of 60+ companies with at least one CS Ops role. 61% of companies have CS Ops, which was triple the rate of the previous year. Average CS Ops spend = 3% of CS spend (middle two quartiles ranged from 1% to 7%). This comes from a Gainsight and RevOps Squared report, based on a survey of 350 companies. For example, Gainsight’s CS Ops team is called “Ops & Scale”, and is

Majorly excited to be returning to the stage at Gainsight's awesome #PulseEurope2022 event where I will sharing my "Lessons Learnt from Managing Customer Success at Enterprise Companies".With nearly 10 years #CustomerSuccess #leadership experience at true giants of the software world with Autodesk & SAP I will talk about the good, the bad & the ugly!PS - Someone else may be joining me on this topic who is even more awesome! 

Really looking forward to being on stage at Pulse Europe 2022 in 2 weeks and sharing our journey in building a digital end-user journey to complement our customer journey.In the presentation, I'll talk about how a digital user can complement your customer journey, why it's important to adopt a multi-channel approach for this journey, and illustrate this with the self-service onboarding program for TrendMiner we launched last year.This program combines an in-app journey via Gainsight PX, a series of onboarding emails via Gainsight CS Journey Orchestrator, Fundamentals webinars, eLearning, and a getting started section in our user guide. Its implementation led to an increase of user activation between 5 and 10 percent.Let me know if there's anything you would like to see covered during the session or in the Q&A afterwards... Session detailsFrom Customer Journey to User Journey: Scaling B2B CS by Focusing on the End-UserTrack: Scaling Massively with Digital EngagementWednesday, Novemb

@nick_mehta , @dan_steinman and our Community BFF @lauren_olerich  #PulseEU22 - keep an eye on social 

I’m excited to be back at Pulse Europe this year and looking forward to sharing actionable insights on How to unite your company around Customer Centricity.Do you struggle with making Customer Centricity a company wide priority? Does your leadership team still believe that the Customer Success team is the solution to all customer related problems?Then this session is for you!I'll share with you how we united the company around Customer Centricity, the framework and roadmap we created, and what we have already achieved after 1 year of customer centric mindset. I’m hoping to leave you with a toolkit you’ll be able to implement right away.But I’d also love to learn from you and hear about your struggles or ideas on this topic. So what are your challenges when it comes to uniting around Customer Centricity? 

What’s the org structure for your teammates who work on digital-led customer success?Here’s how it’s broken down at Gainsight:1 Director of Digital-Led Programs 1 teammate who develops always-on programs for key customer moments 1 teammate who develops customer communications (emails, virtual events, etc.) 2 teammates who develop in-app messaging 2 CSMs who used a pooled model to assist customers who don’t have a named CSM 1 teammate who manages our customer advocates and orchestrates ‘match’ requests from Sales and CS 1 teammate who provides logistical support for all of the above You could also consider community to be part of the digital/scaled support we offer to customers, and various pieces of community are owned by different teamsWhat does your digital-led team structure look like??(Credit to Emily McGrath, Director of CX @ Drift for bringing up this topic!)

We are so psyched about the upcoming Pulse in London in a couple of weeks.  Kirsten Andres and I will be speaking about how we have been using Gainsight CX and Gainsight PX to globally scale our Customer Success approach with our customers…….join our session to find out how we generate more than 10,000 (yes…..TEN THOUSAND) NPS responses every six months, and how we use this date to shape our Customer Success approach with our customers…….I could go on and on and on…..buuuuut why don’t you just come and see our session??? :-DLook out for the session titled “The ‘Unbeatable’ product engagement strategy to support worldwide growth”.