Share and Learn Best Practices

“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

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

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

@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 abo

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

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

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

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. 👋

Subscribe to this monthly newsletter here!  Hi there,I’ve recently h

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-User

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