Share and Learn Best Practices

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in July  2022 about how to put a low-usage customer back on track. Here’s what we learned! 🎞️️️️ Recording of key takeaways from each breakout room 📝 Note-taking slides

If you follow the Gainsight DEAR framework for outcomes health, how do you measure customer ROI in your scorecard?

Update: These roundtables took place in 2022. Looking for a community post about Pulse roundtables in a later year? Take another look at your search results! 🙂 For Gainsight Administrators attending Pulse 2022 in-person, we're creating an opportunity for you to come away with customized, tactical coaching from an expert admin. Plus, you'll meet fellow admins who you can feel comfortable connecting with in the future. Five experienced admins -- hand-picked members of our CS Ops Product Council -- will each host a roundtable.Each roundtable is limited to five participants so that the conversation can be intimate and in-depth. Registration is required to secure your seat.You can only register for one. Several will happen during the same lun

Hello - Looking for some use cases or best practices around including our clients’ sales performance into the overall health score. The thought being that our clients’ sales performance impacts their ability to purchase/budgets and can thus impact churn. I’d love to hear from anyone doing this or if it’s common practice not to include, why. TIA!

#1 - Your best team event EVER will happen here. Personally, I've hosted my annual team Customer Success event here year after year and it's a fantastic environment. The ORA of Customer Success will be so strong and powerful like the force, and your team bonding experience will absolutely change the game for your company. You might even win an award!#2 Puppies - Last year there was a puppy cam which created so many "good feelings" across cyberspace it almost took down the servers. To quote the great Charlie Brown and Snoopy, "Happiness is a warm puppy". Hint: They might play frisbee with you in person . . . .#3 - Product innovations - Gainsight continues to innovate in areas from human first emotions to Horizon AI and 

The timing of the first CS Ops hire is a key question many of our customers face. Our view is that once you have about 5 CSMs, you’ll need to start developing smart processes for running your team and to hire a CS Ops lead. Once you have about 10 CSMs, your CS Ops lead will want to hire a junior person, in order to focus more on strategic activities. You’ll want to screen candidates based on the following attributes: Passion for designing processes that scale Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions Enjoys “getting their hands dirty” by digging into complex operations Takes high degree of ownership over their work Clear communicator with professional presence Strong listening skills; open to input from other team members and departments Ability to lead through influence

Hello! I’m working on an overhaul of our customer health scores and reviewing some best practices. I’m looking for ways to measure customer relationship from our CSM perspective. Right now, the score is manually set from 0-100. CSM’s set the score manually. There are no benchmarks to define what the score means (i.e. what does a score of 90 mean?) so the scores are very subjective. I’d like to move to something a bit more consistent and potentially more objective. TIA!

Has anyone received any requests to comply with the right to be forgotten? We are currently working through best methods of executing this and I'm wondering if anyone has come up with best practices or a guide to ensure personal data can be expunged.  Our strategy includes overwriting all contact information in SFDC upon request so the only remaining identifier is the ID.  It would be great to have a method for executing this in MDA as well without needing to know every place a name or email address has been stored. I'm also curious how best to address this with limited access email opt-out records.

Subscribe to this monthly newsletter here! Hi there,I had three striking experiences recently, and a realization snapped into focus that's proving to be a daily touchstone for me. Here's what happened:I told a story. As part of Gainsight’

Generally, there are three options to manage the commercials of existing customers: ALL SALES: Sales Execs lead all commercial activity, while CSMs engage in non-commercial activities (mainly: driving outcomes, usage, and advocacy). UPSELLS vs. RENEWALS SPLIT: Sales Execs lead all new revenue activities (including upsells and cross-sells), while CSMs lead the management of existing commercial engagements, (i.e., renewals) alongside the non-commercial work. ALL CSM: Sales Execs drive sales to “new” customers only, while CSMs manage all commercial activities with existing customers (including both renewals and upsells/cross-sells). Click here to read more about the CS executive perspective that there are ONLY two (2) primary vectors

Hello Community! Gainsight’s product team is researching the value of AI that could extract insights from sales contracts. Your sales contracts may include terms like: logo rights, price protection, termination clauses, etc. Does your team have access to Sales contracts and do you review this content on a regular basis? If Gainsight could extract meaningful customer relationship data from Sales contracts, would it help your customer success operation? What information are looking to extract?Feel free to respond to this post or directly to Minh Phan mphan@gainsight.com.

You can see in the screenshot below that Gainsight seems to be sitting on top of the Salesforce extension. Does anyone have any recommendations on how to deal with this? I’d say we don’t need both extensions, but we’re using the Salesforce add-on for updating contacts (that then sync to GS) and the Gainsight add-on for email templates. Seems like it’d be a pain to constantly be toggling the extensions on and off for a clear view.     

Hello Team,In a rule fetch task, on Call to Action(SFDC) object, when we search for reason, we will be able to see Reason and Reason name fields.Similarly, we will be able to see status and status name when searched for status.But in Gainsight NXT, if we want to get Reason name, we have to search for Reason and expand the look-up to select Name.Can we get the feature to show name fields from look-up fields in Gainsight NXT as in Salesforce version of Gainsight.

Hello Team,When we add any fields in CTA layout at Global level, they will be reflected at Company level for that CTA type.But when we add any field directly in Company level CTA layout and then try to add from Global level for that type, new field will not be shown.Can we change this behavior so that whenever we add new field at Global level, they will be updated at Company level irrespective of changes at Company level layout.Thanks & Regards,Srikanth

Mark Roberge of Stage 2 Capital, and Jake Tauscher from G2VP, recently interviewed ~50 leaders at mid-sized SaaS companies, to identify decisions they made that did or did not affect churn. Specifically, they focused on decisions concerning the ‘Customer Success’ function.  In the process, they learned: For over 2/3 of the companies interviewed, churn was a key performance metric for a frontline Customer Success Manager. High-growth SaaS businesses have lower churn. Companies that served larger customers ($50M+ in revenue) with larger contracts ($75K+ annually) experienced lower revenue churn.  Charging for customer success did not predict churn. Curious to read more of their analysis. Click here for their complete blo

A new system Gainsight, wonderful.   A new way to work proactively, instead of reactively.  What are these Call To Actions (CTAs)?   Within the tool, there is an easy way to create an action (task) based on some activity that has occurred or some situation that exists or perhaps there is just some periodic task that should be scheduled. The next bit of information is going to assume the reader is aware of the CTA feature, in general.So what makes a “good CTA?”  Without using the canned answer of “it depends”, let me share a couple suggestions around a few specific pieces of a CTA;  title, status, priority, type, etc. First of all, don’t just create a CTA because you can.   CTAs are easy to create, but one should make sure the CTA has an action that can be taken – hence the name “call to action”. Make sure you are creating a CTA, that has a task or set of tasks that should be completed by the assignee. Creating a

Session: JO Reporting and Email Logs v2Speaker: Dan WiegertRecording: https://hello.chorus.ai/listen?guid=fa5cdadb0e124c7995e6c2af072158d9

Session: Leveraging Journey Orchestrator + Share360 to Drive EngagementSpeaker: Kendra McClanahanRecording: https://hello.chorus.ai/listen?guid=5561885acf96460bbe5af227a8899c23Slides: https://docs.google.com/presentation/d/1-0LYT8kGRyNZOcbIf1-VXah1-5A3F3Nx8gDEdq7tSCo/edit#slide=id.gf1a2f91adf_0_3976

Hi Everyone, We use Gainsight assist to log our emails in the timelines. Is there any way to also log the kind of activity type without having to go into Gainsight later and update it?  As an example if I am sending an email which should be tagged as a Milestone or Renewal Conversation, I am currently logging it with Gainsight assist when sending an email from outlook. Once done I go into Gainsight and then edit the activity and change it accordingly?  Does any one have a better way of managing this?   

Subscribe to this monthly newsletter here!  Hi there,This issue of the CS Ops newsletter is

'Most of the credit for this post goes to @sdrostgainsightcom, who shared the bulk of these steps with me during an office hours session a while back. I’ve since added a couple notes of my own, as I’ve been dealing with a few user cleanup projects in our org. I’m hoping this can be a helpful guide for anyone else going through this process (and selfishly, I’ll probably need to reference this myself in the future!).  ISSUE: When a username is changed in Salesforce for a user that is synced into Gainsight, the User Sync job, which uses the Salesforce Username as the upsert key by default to maintain the connected Gainsight User, creates a new user record:  The new Gainsight user has the SAME Salesforce User ID, but has the NEW username from Salesforce – this user will not reflect the applied Gainsight license, etc. since that info remains unchanged on the original user record with the now out-of-da

Subscribe to this monthly newsletter here!   Hi there,Lately, I’ve been mapping CS Ops career journeys. What does the transition look like into CS Ops or into Gainsight Administration, and then upwards, and what resources do people need? Yet, for my own career, I find myself turning more and more away from mere information, and towards time with mentors, mentees, and peer coaches. I’ve realized how hungry I am for ideas from 'far-off lan