Share and Learn Best Practices

Hello Pulse friends! We are extremely pleased to announce that the train strike, scheduled for 5th, 7th, and 9th of November is now officially suspended, as reported by RMT Union. For more information, please visit the BBC here: Rail Strike Update 🚊 🛑  Unfortunately, TFL will strike on 10 November, so we want you to have all the information possible.  🚗 For those of you that are able to travel into London by car, there is a car park opposite Tobacco Dock, with capacity for 615 vehicles.YellowPark - Wapping Ln, London E1W 2DA Spaces can be booked t

Hi Friends!   I know Gainsight utilizes the concept of associating their customers key contacts / roles with a persona.  Does anyone else utilize that methodology?  If so, I’d love to hear more!   Also curious if anyone has any best practices with: Collecting key customer roles Scaleability, if a CSM has about 200 accounts to manage, how do you collect all of these and make sure they are up to date every year  Hygiene to ensure we always have the most current contacts   Many Thanks! Andor

Happy New Year, everyone! I would be really curious how other organizations keep up primary contact hygiene, in particular with tech touch models. As we work to automate more fully our SMB and long tail models, we struggle with having the most up to date contacts. I’d love any information/ideas/that you can share.  

Missed our webinar last week on “Risk Escalations: How To Configure and Implement a Weekly Business Review Process With Your Leadership Team” You’re in luck, you can find the full recording here:password: GainsightWebinar This is a two-part webinar, where Easton Taylor, Regional Director of Client Outcomes, will first walk through how to run a cross-functional risk meeting and the workflow in Gainsight, followed by a live step-by-step configuration tutorial by Elliot Hullverson, Client Outcomes Manager.  

Very interested to hear if/how B2B tech vendors are using Communities to support Customer Success, particularly at Digital Scale, vs. as a low cost means of deflecting Support tickets.

This post is for Pulse in 2022. If you’re looking for a later year, check your search results again! 🙂If you’re in CS Ops or are a Gainsight Admin, here’s how to get the most out of Pulse!MEET VIRTUALLY, TO RAMP UP TO MEETING LIVEThe “All About Pulse” area is live for the ramp-up to Pulse. Speakers got things started by posting about their sessions, including in the CS Ops track. During Pulse, we’ll be directing attendees here to post their questions, reactions, and  ‘aha moments’. So, to get ready, create an account, put a pic and info in your profile, and post a comment about the one thing you most want to learn about t

In-person or virtual, you can always join the #Pulse2022 (USA) and #PulseEU (EU) conversation by[1] Join the Community [2] Download the App [3] Share on Social 🤝🏼 Register and participate in the ongoing threads in this All About Pulse space 📱Download the mobile app for an IRL experience of the event  iOS Android #️⃣ Use hashtag #Pulse2022 (US) or #PulseEU (EU) to share conversations with the world on Social media

What do you do? One CTA triggered per detractor NPS response, or one CTA triggered per account with at least one detractor response? I originally thought to only do one CTA per account, but I heard from others that following up with the specific detractor, and therefore doing 1 CTA per response, is another method.For context, we’ll be launching NPS to our admins only via JO email (not in product). 

Hello everyone,  I’m a newbie in Gainsight (Cx & Px), but as we learn more and try to fully implement we have crossed an issue that we can’t seem to solve with the available documentation. We are big on tracking productivity and of course engagement, so in our different JO programs we have both emails and in-product engagements that have the CSM calendly link. Now we are struggling to be able to connect the calls booked by our customers with the different messages as they might be in 2 JO programs at the same time.  Our only idea so far is to have a calendly link (8 by CSM), based on each program but then when we see this from the Px perspective we will face a limitation in the number of attributes we could link as we would have to create 8 attributes per CSM. I’d love to pick on the collective brain and see if someone has managed to solve the tracking the call that has been booked to the proper journey/CTA/Activity for reporting purpose

We are looking at instrumenting a Pooled CSM Model where a team of CSMs can respond to customers without being assigned to their account specifically. We are familiar with how to do this using Salesforce and creating a ticket queue with email integration, but want to know if we can do something like this in Gainsight. Has anyone done this before and/or explored this option?

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in September 2022 about digital led onboarding. Here’s what we learned! 🎞️️️️ Recording of key takeaways from each breakout room 📝 Note-taking slides

Hello- I’ve seen some really old posts on this topic but nothing recent… I’ve been asked to report out on internal usage of our GS platform. They log into it via SF so I’m not sure if I can get logins / week - any suggestions or help on what to pull for this type of report would be helpful. TIA!

Subscribe to this monthly newsletter here!  Hi there,I spent alarmingly little time in the breakout sessions at Pulse. Instead, I was running around the Moscone Center, reaping the results of my questionable decisions. (Would you plan to host a 3-

Who has a great template or tool for mapping out a customer journey?We’re documenting our current journey and making design plans for the future state. While I could cook something up quickly in the Google docs infrastructure, I’d much rather leverage the expertise and experience of the community for something proven.

Has anyone developed an ongoing maintenance plan for their Gainsight instance they’d be willing to share? We went through our SFDC->NXT transition this Spring and it just reiterated how quickly old reports/dashboards/rules, etc. can build up in our instance. Now that we’ve ‘started fresh’ we’re trying to figure out the best way to keep our instance clean by setting up a more formal weekly/monthly/quarterly/annual maintenance schedule. Even if you don’t have this established today, what would you want to include?

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 fr

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)

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.