Share and Learn Best Practices

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 

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”.

Hi All,I’m interested to understand if anyone has switched from a CS team owning Renewals & Expansion to a singular ValueROI focus and the decision factors that led to this change? I’d also love to know more about what opportunities you faced along the way, specifically in managing the perception of a non commercial team becoming just a cost centre (in the negative term).For transparency I’m just trying to understand the reasons for and against as a thought exercise with my peer group.Thanks in Advance!Sean

We’re so glad you’re here! A little over a year ago at Pulse, Gainsight announced the CS Ops Mentor Program just for CS Ops Professionals, whether you were looking to land a role, just getting your feet wet at 6 months in, or experienced! Since then, in Gainsight’s community alone we have had over 3,000 people from all sorts of CS roles reply with interest and start conversations, and 293 mentees, 25 mentors, and 152 who don’t mind either, sign up for the Program. If you missed it, don’t fret! This year at Pulse there’s a big chance the best minds will also be a part of our growing CS Ops community.  CS Ops Mentor Program for new and experienced CS Ops Professionals:

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.