Share and Learn Best Practices

At Pulse, small roundtable discussions were hosted on various topics for the CS Ops community, and I hosted a roundtable about Gainsight Adoption and Enablement with about 8 other CS Ops professionals! We wanted to share our key takeaways from the discussion to the broader Gainsight Community -- below you’ll find the topics and notes from the conversation.Timeline Adoption Create a Last Contact Date or Last Engagement Date field on the Company object to give managers and CSMs visibility on customers that haven't been reached out to in awhile (or whose Timeline haven't been updated...!) Leaderboard for Timeline entries logged, by segment. Shared in a public-facing email or newsletter. Drive "gamification" of Timeline logging CSM Manager/Leadership Adoption Identify a GS stakeholder from this group to partner with you on GS initiatives and releases, so they can support you with enabling the ICs on the team and getting buy-in from other CSM Managers Create 1:1 Dashboards and Team Dashb

Are the sessions being recorded? Will the recordings be available to attendees?Thank you.

I feel you. I’m already missing the moments we had together -- learning, having fun, and just enjoying each others’ company!So, Instead of waiting around for another year of Pulse to happen, let’s recreate them here by sharing our favorite moments from it.It could be anything like:An ‘aha moment’ that you’ve taken back to your work Your favorite moment at the Puppy booth A new friend(s) you made at Pulse Which of our snacks you loved The funniest moment you can remember Your highlights from the virtual experience  A session that made you laugh and learn at the same time Share a word of appreciation to someoneI’m sharing my favorite ones below! 👇Let’s share and revisit our favorites! 

 🔥This is your go-to space for that 1 epic Pulse Party🔥 Please use this space to save all the fun moments -- enjoyable, blurry, candid, posed - however you like it! 📸 You could:Share a selfie in your party outfit  Tell us something about your look for the party Add in a fun caption to the picture(s) Your posse posing the letters PULSE Compliment looks of others in the comments Show us some of your best moves at the party and more…💥 Some moves i personally recommend 💥 Let’s gooooo! 🪩🎵

The following was written after the first day of Pulse 2022. I was asked by a couple of folks at Gainsight to share it here in the Community, so here we go :)————I'm sitting on a hotel balcony in San Francisco, overlooking a swimming pool. The air is crisp, the sky is clear. Why am I here, and not my home in British Columbia, Canada?The Zapier Community won a Gainsight GameChanger award, for Outstanding Community (we use inSided, a platform Gainsight acquired earlier this year).It's a team award, but only one of us could come to the Pulse conference. That person is me :)Ok, Now...the Pulse ConferenceI haven't been to too many conferences, but I gotta say that this one's done well! Today was Day 1 (it wraps up tomorrow) and I've got nothing but positive things to say.1) The Kick-Off KeynoteLights, music, enthusiasm, a panel of awesome speakers, and a Ted Lasso-inspired pre-recorded intro video starring various Gainsight employees. What more could you ask for?2) The SessionsSo many great

The GameChanger Awards are designed to celebrate the Gainsight customers that never stop challenging the status quo when it comes to customer success and experience. All Gainsight customers were eligible to apply for the 2022 awards. The winners were decided by a panel of judges based on their quantitative and qualitative results/stories.The winnersTransformation Leader Award: Dealerware's EVP of Operations Melissa Terrell won the Transformation Leader award, which is given to a person who has driven material change in their organization by transforming customer success and product experience into a key driver of growth by leveraging Gainsight.Visionary Award: Seismic won the Visionary award, given to an organization that has mastered using 360 views, scorecards and advanced reporting to shift their teams from a reactive to a more proactive approach.Challenger Award: Okta earned the Challenger award, which is given to the organization that has not only risen to the occasion to take on

The GameChanger Awards are designed to celebrate the Gainsight customers that never stop challenging the status quo when it comes to customer success and experience. All Gainsight customers were eligible to apply for the 2022 awards. The winners were decided by a panel of judges based on their quantitative and qualitative results/stories.The winnersTransformation Leader Award: Dealerware's EVP of Operations Melissa Terrell won the Transformation Leader award, which is given to a person who has driven material change in their organization by transforming customer success and product experience into a key driver of growth by leveraging Gainsight.Visionary Award: Seismic won the Visionary award, given to an organization that has mastered using 360 views, scorecards and advanced reporting to shift their teams from a reactive to a more proactive approach.Challenger Award: Okta earned the Challenger award, which is given to the organization that has not only risen to the occasion to take on

🛑STOP READING THIS if don't care about #value for your company or your customers. This won't be helpful. 🛑If you do care, this post will revolutionize how you think about value delivery. Who has encountered the following:1) A company thinks they are customer-centric but aren't (we all know or work for these companies)😬 2) Unconsciously or consciously tracking value delivery exclusively for the customer which has led to a "Yes" culture (hint: a party is missing here)3) An uphill battle proving the value of CS 🌋That's why we need... 🤩Value Milestones🤩#ValueMilestones: the intersection where vendor and customer BOTH realize value.By focusing on Value Milestones we remove the polarization of the industry that companies are either customer-centric or not. A #profitable middle ground is created where companies are able to focus on mutual value realization. 💰This is why focusing on Value Milestones (where both parties see value) is the next evolution in Customer Success strategies.If y

 🌟Presenting the Social Rockstars🌟🥁 Drumroll please 🥁 Thank you for the amazing participation everyone! Phew! It was a tough one with so many amazing insights and moments shared.💡All our social sharing spaces were buzzing with notifications! 🐝 Here are the folks that created the highest #Pulse2022 social storm🌪:@Naquiyah capturing her #Pulse2022 moments in a video @matthew_lind giving us a glimpse into the Matthew Lind Hall of Fame @ewilliams510’s detailed highlights from #Pulse2022...and other folks who have taken it beyond and kept the community engaged 🔥:@LizLee2022 ‘s valuable post on value milestones @sgage ‘s detailed session takeaways @SeanDonnelly sharing crisp pointers from the Digital Journey session The Pulse app was on fire too and @edleguizamo was the gamification rockstar on there! Congratulations to all our Social Rockstars! ⭐ - - - - - - - - 🚨Psst, We’d still love to see your Pulse Party Pics here & continue to learn more from your session takeaways too!   

There is so much to learn & share at Pulse! 🙌Please use this space to share your favorite insights and reactions you have taken away from any of the sessions.You never know who it helps :) P.S. You could tag the speaker or the track leader & give them a chance to directly know what you learned from their session!

Hey there, I’m not finding a link or a way to actually attend virtually. Are there recording of the Keynote I can look at?All the link just ask to keep registering for the event/

It's about #Delivery NOT #DelightingAsk yourself the following and I guarantee you'll be changed forever!1. How many times have you received poor service? 😤2. How many times have you received exceptional service? 🤩3. How many companies try to delight their customers? 🧐🤯🤯🤯 I'm going to guess the poor service outweighs the exceptional service but everyone tries to delight customers. The numbers don't add up and they don't lie. Forget about delighting customers until you have the best possible delivery 🤯🤯🤯Gainsight is delightful because the CEO, Nick Mehta, has a stellar LI presence but 50% YOY growth last year is a result of delivering on their promise of higher #netretentionrate and #productadoption 😘 (cough #pulse2022 cough).It's delightful when a shooting unicorn flies across the screen when a task is completed in Asana but customers increased their spend by over $50k by 102% in the first quarter 📈 because they deliver on the ability to organize, share, and track projects e