Share and Learn Best Practices

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

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

 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 per

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 👈

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

Last week I attended the  Gainsight's webinar, “Digital Customer Success - The Secrets to Delivering a Human-First Experience” and could not have been more excited to see the emphasis on Community as one of the key aspects of digital success. Loved hearing Lane Holt, Tori Jeffcoat and Seth Wylie share their thoughts!Key takeaways as a Community pro -Community shouldn’t be treated as a silo - Instead assess where along the customer journey that C

 The concept of Digital Customer Success continues to be a hot topic - but there’s a wide range of thoughts on what the definition of Digital CS should be and what types of programs/processes fall under this overall strategy. 🗣 You might think of Digital CS programs as 1:Many initiatives, like an office hours program covering how-to concepts around your product. 💻 Or, maybe you think of in-app guides that digitally assist your customers to realize value faster. 👋 OR, you might gravitate to online community forums where customers can build deeper, digital relationships.Maybe it’s all of the above, and more!  One big thing Digital CS is NOT - robotic, dehumanized interactions with your customers (myself, @seth , and @lane_h had a

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...