Share and Learn Best Practices

Hello Team,We observed that the number field is getting rounded off to the nearest integer when it is used in Cockpit UI.Can we show actual number instead of rounding off?Usecase:Customer has a custom field of number type(2 decimal values are allowed) in Call to Action object to track duration.When duration is filled as 0.25, it is rounding off to “0” and when we use “0.5” or above, it is rounding off to 1.Customer wants to show the original value instead of rounded off value.Can we do that. Thanks & Regards,Srikanth 

Hello Gainsight Community! I am hoping to get your help with a question. I am looking to add a custom field in Success Plans, and I am wondering where it says "Insert text here" in grey (on a rich text field) - is it possible to change that to add a hint? 

The client is having an issue with saving multiple data fields.  The rich text fields on the Success Plan are causing issues for my team. When they have two fields open to add notes, such as Company Description and Business Objectives, they can only choose to save one field, which then removes all text from the other open field. Is this a known limitation within the Horizon success plans? Or is this a bug specific to our instance? They have also expressed issues with the format options and ability to use bullet points and copy/paste options.I have attached two screen shots. One is prior to pressing save, and the other is when I click save on the business objectives field. You can see that the company description disappears.I cannot provide support access, but can send you additional details if needed.Thank you!(Also, there is no option to say this case is about Success Plans in the field below) 

The Gainsight Global Admins Meetup Group got together in April 2022 to share ZoomInfo’s success story and tactics in launching Gainsight to their CSMs.Watch the RecordingThank you to @karentaylor for your incredible thought leadership, and to @gunjanm for helping make this happen! Congratulations to both on your launch Find out about these meetups in the future by joining the Meetup Group.

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in March 2022 about how to blend digital and human touchpoints in the customer journey. Here’s what we learned!🎞️️️️ Recording of key takeaways from each breakout room 📝 Note-taking slides from the breakout roomsLearn about these meetups in the future by signing up for the monthly CS Ops Newsletter.

Hoping to get an idea on how much change management/retraining you had to do for your teams if you moved from SFDC to NXT.  Anyone willing to share what to expect?  Thanks!

Hello, We are also looking for a better process on our user/license managment. Wondering what other teams are doing to track their user licenses as well as how they are set up if a new user joins. We woud like to track and audit this periodically so that we know which users are applied which licenses.  Does anyone have a process that they have seen work around this idea?  Thank you for any feedback!

Hi there!  Does Gainsight have Salary benchmarks for CSMs (associate, senior)?

Hello! We have a team of “pooled CSMs” that operate in a 1:many model.  If you also have this model at your organization, what do you call this role, and what do you call the manager of this team? Do you simply call them “CSMs” and “Manager of Client Success”, or something else?  Thanks for contributing!

The Global Gainsight Admins meetup group got together to discuss highlights from the January/February 2022 (v6.31) release. Thanks to Anastassia Goidina (LinkedIn | Blog) for leading the conversation! 🎞Watch the Recording Highlights from the Zoom chat:On the Gong integration: We use Gong - have heard that’s coming in April On the Cockpit Task View: This is my favorite one!!! I got sooo many requests from users for this. Even to the point of me making my own version of this as

How do you track account changes in Gainsight?  We're looking to have more data on how accounts change in a given quarter, such as keeping track of the number of accounts that Churn in a given quarter and the number of accounts that transfer ownership in a given quarter.In addition to the number, we’d want to be able to drill down to the specific records. For example: In Q1’22, Sarah Miracle had:3 accounts transferred out of her name in Q1’22 Company A, B, and C 4 accounts transferred into her name in Q1’22 Company D, E, F, and G 5 accounts churned in Q1’22 Companies H, I, J, K, L  Currently we do leverage a rule to update company status to Churned if certain criteria is met, but we are not recording any other information about that (date of churn, for example).

We should all protect what has been entrusted to us; that includes the powerful functionality and data accessible in your Gainsight NXT or PX organization. Newly released articles outline the top 3 best practices Gainsight recommends you take to secure your Gainsight NXT or PX org.NXT version

If a premium customer converts to essentials, will their account be removed from Gainsight?

The Gainsight Customer Success team is hosting webinars this week on how CS professionals are adjusting with the current times and discussing best practices, tips, and innovative ideas for transitioning to a virtual customer success world. Please add your questions, comments, and key learnings from the session(s) here! We look forward to continuing this conversation with you.

Our team is considering getting our sales team more involved/dependent on People Maps. It works well for our CS team currently, but our Sales team relies more on Leads vs Contacts. We’re currently using the Contact Id as the identifier, so that we can capture changes in name/emails without creating duplicates in Gainsight. Has anyone decided to sync in both contacts and leads and have any words of advice? Do you sync leads at a certain point in the sales process for an account to avoid bringing in ‘junk’ leads? What do you use as the identifier to capture both sources? Last, how do you most efficiently handle adding new leads/contacts? We currently struggle just on the contact side with CSMs manually adding a new ‘person’ via the +PERSON button in people maps because we can’t turn it off. Since we use the contact id as our identifier, these manually added people are never tied to a contact record and thus will never have user related data from salesforce.

We have a pooled CSM model in our SMB segment.  Our touchpoints are generally quarterly and as needed.  If you also have a shared model at your organization, how do you (or do you at all) introduce this service model to the client during/after implementation?  -Does the Implementation person own the introduction, or does CS own that after go live? -Do you keep it pretty vague “after implementation, our CS team will be checking in on you from time to time to make sure things are going well and you’re maximizing value/achieving your goals….” or do you make it super clear what their touchpoint schedule is...”we will be reaching out to you once per quarter, and also when we notice an opportunity to provide some extra guidance to help you achieve your goals”…. If you have any advice on making a smooth introduction and transition during this point of the customer journey, let me know.  Thanks! 

Here is an interesting question. What do people called their pooled CSM team? A customer wants to jazz things up a bit and looking for interesting names that fit the bill that we have seen other customers use

Anyone else out there primarily write 1:many emails regarding operational announcements? A large part of my portfolio is writing operational messages that are need to know - e.g. retiring features/products, new systems requirements, product issues that require some customer action to remedy. I would love to connect on the strategies and techniques others use when the information is critical. One of my most recent operational messages got 40% open rate and 30% click through, which I was really proud about, but that still means 6 out of 10 didn’t read the really important message! Note: we can use other in-product communication tools too, really looking for ways to optimize email performance. 

It’s a new year, and we’re testing out a new training for our customers with new CSMs! If you have new CS teammates who would benefit from a detailed live walkthrough of the Gainsight application, this session is for them! Join us on Feb. 15th from 8am - 10am Pacific and learn how to: Utilize Dashboards to manage your portfolio & 1:1’s with your manager.   Streamline research and call prep with Customer and Relationship 360  Centralize note-taking & improve knowledge sharing across the entire company with Timeline Monitor and track customer health using Health Scorecards Manage your Calls-to-Action (CTAs) to optimize implementation processes and workflow with Cockpit Establish Success Plans for tracking implementation lifecycle from launch to ad

We’re doing some research on how Customer Success (and Gainsight) is showing up in industries beyond traditional subscription SaaS. Is anyone implementing CS and Gainsight for a business where your pricing model is consumption-based, usage-based, transaction-based, etc. (e.g., not a subscription contract)? If so, I’d love to organize a call to learn more!

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in January 2022 about churn analysis. Alana Stoltzfus of Okta kicked us off with a presentation and Q&A session. Here’s the recording!

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in November 2021 about success metrics for email campaigns. Heather Hansen at Acquia kicked us off with a presentation and Q&A session. Here’s the recording!

 Congratulations to everyone who earned an Admin certificate in December! For those of you that earn a cert in January, you can win swag by sharing your Credly badge on LinkedIn! Follow this link for instructions on how to share your badge! This helps us build

 Congratulations to everyone who earned an Admin certificate in November! For those of you that earn a cert in December, you can win swag by sharing your Credly badge on LinkedIn! Follow this

Happy Holidays!Pulse+ is Gainsight’s Customer Success industry and best practice training subscription. The curriculum focuses on foundational training and professional development for those that are new to the CSM role, as well as more tenured folks looking to accelerate their skills, and take on CS leadership roles. (And the content is product-agnostic, so anyone can benefit regardless of their tech stack!)This week, we launched a new aspiring CS Leader training and certificate series, to compliment our existing content for CSMs and Advanced CSMs. Now, Pulse+ includes t