Share and Learn Best Practices

Looking for a current resource to help your CSMs understand how to get the most out of Gainsight? One of our own Gainsight colleagues recorded an 11-min. video on how she uses Cockpit, C360, and Timeline to manage her daily work.  And if you’re interested in additional guides to support your end users or admins in configuring these features, check out this article. 

Does Gainsight have any solutions or functionality for tracking Customer Advocacy, e.g. tracking referenceable contacts, participation by customers in ref calls, speaking engagements, webinars, other advocacy opportunities?  I know we can create "tags" on the C360, but the reporting functionality is not optimal for what we need.

Hi All, We are working on our Parnter Success Managent program. It is focused on our Delivery Partners and helping them find success post licensing sale. We started about a year ago and our parnters are responding well. My current goal is to better define metrics to measure success. Please let me know what works for you or if you would like to connect for brainstorming.

A very common question I get from customers is how to add fields to the MDA Company standard object. I'm hoping this video will help clarify the steps involved. Please feel free to add any questions/comments below!

My org is looking to rename our Segments and I wanted to gauge the #1 CS community to see what other people are using. Let me know in the comments!

Hello,  We currently utilize both Relationships and Customers since we have 10 different products on Gainsight. We have a Product CSM field on the Relationship object that provides us with the correct CSM for each Relationship. In our case the customer does not always have the same CSM across all of the products they have bought.   Though, we run into an issue on the Customer Info object because we cannot have a single field for CSM, since it is not a 1:1 Customer:CSM. I thought I could solve this by creating a separate CSM field for every product on the Customer info object, but now it is becoming a mess using one consistent filter in Dashboards for CSM or CSM Managers. Curious if anyone has any good ways they have solved for this when managing so many products in Gainsight with multiple CSMs.    

We're looking to do some churn analysis, and want to get our hands on some qualitative data. Unfortunately, when customers have churned we haven't had a formal exit interview process in place. Does anyone have any ideas/suggestions for what could work here - if fair to reach out to churned customer after they've left a year or so ago, etc.

Hi Everyone, I’m looking to hear about what your best practices are for creating & managing tickets with Gainsight support for your team.  Do you have everyone on your team submit their own tickets, or does your admin do it on their behalf? How do you manage the need to “grant access to Gainsight support” by a specific user? Does your admin request this of each CSM every time they have a specific issue? I’m having trouble getting tickets resolved in a timely fashion due to the need to grant access to support for enough time, and chasing down my individual users so they can turn this on. Who has a process that works well? There’s got to be a better way! Thanks!

It is my understanding that Gainsight can integrate with Higher Logic Community. Has anyone done this, if so, what is the most helpful data that you have seen come out it? Also, it doesn’t have to be Higher Logic, but that is a bonus. :) 

We are wanting to have our CSMs fill out an internal questionnaire/survey when it is time for them to transition to the renewal team.    IDEA 1: Our initial thought was an Activity Timeline post with a task assigned to the RM, but the questionnaire would have multi-select picklists - this is not possible currently IDEA 2: Internal survey that the CSM would take and a task would be assigned to RM to view the results.  I cannot find a method to generate the survey URL, but not deploy it to the customer (this is an internal only process).  Is this idea feasible?   Any feedback on how to complete one of these ideas or another solution that would assist us in this?

I have a unique team of CSMs who work directly with our New Business (Hunter) reps, who are solely responsibly for running and converting Proof of Concepts. In this unique position the CSMs bridge the gap between more traditional Growth CSM metrics (like upsells or Growth on Retained) and New Business Sales (bookings).I am curious if others in the industry have a specific team like this and what time of performance metrics CSMs have (revenue, retention, KPIs, etc). Ideally, I think there should be a way to strike the balance between rewarding CSMs for revenue growth at the time the POC converts, with the core responsibilities of a CSM (retaining customers through proactive account management and exceptional customer support/insights). Would love to hear what others are doing!

Monthly, Manager-CRM Strategy Meeting Notes.Does anyone have any suggestions, thoughts or current processes using Gainsight on how to record important monthly strategy meeting notes between Manager and CRM regarding next steps for aspects of their portfolio? The purpose is to help managers manage, review and refer back to the next action steps agreed to within these strategy meetings We currently use a spreadsheet but would love to hear from users a creative way to do this within the Gainsight platform.

Question for all my admin friends! We are sending out automated emails from the CSM at certain days of the customer lifecycle. We have them spread out so that they don't interfere with scheduled events the CSM completes, but obviously, there are times where the CSM may not complete one on time and run into the window of the automated email. My VP is asking if there's a way to prevent the automated email if a CTA was closed within a certain time period. I can do that obviously, but it definitely gets complicated. So, I'm wondering how others handle this situation. Do you just go ahead and have the email send or do you prevent them if another "live" action happened?

Hi Community! Our office is located right in the heart of Silicon Slopes, and we are wondering if a Utah meet-up group for company's using Gainsight in the area is something that has been done before? If not, would people be interested in coming to one if we were to set something up? It would be great to sit down with other company's similar in size to see how everyone is using Gainsight and to see if there are any insights that can be shared. Interested to hear your thoughts!

Hi there, As part of linking timeline to the health scorecard, i'd like to get a better understanding as to why capturing the client sentiment over time (which in turn produces an average score that summarizes the overall client relationship) is a best practice instead of capturing a "point-in-time" sentiment. Is there evidence based research on the topic of Customer Sentiment Analysis that either argues for or against a point in time metric. Thank you in advance, Jasmine

Hi everyone, We have recently moved to Zendesk to handle our support, Salesforce to handle Sales, Gainsight to handle Customer Success and Onboarding, and Acuity to handle training. We also use Pendo to collect Product info. Just wondering, for those folks out there that have several internal apps at play, do you have a team dedicated to the administration and implementation of these apps? Does your product or engineering team play a role given that coding is no longer required? We are considering have one person from each department handling admin and development of each app, but we feel that some sort of 'CRM Manager' who has oversight of internal systems might be necessary, for technical expertise, to keep cohesion and ensure best practice. Would be really interested to know how other companies are managing internal tools as I guess everyone is now moving away from in house solutions. Any insights or suggestions would be greatly appreciated! Thank you.

I'm struggling with how the Gainsight NPS renders in Outlook. I really like the in-line response. but we also are asking a follow-on question and it's not obvious that the recipient should click on the highlighted number (see linked image). I've been told this is a known issue but has anyone found a good workaround? How it looks in Outlook (Office365)

I am wondering which apps are being used by GS customers to visualize your customers' org charts and maps? There are a few to choose from in the AppExchange, OrgChartPlus from SalesMethods being one: https://appexchange.salesforce.com/listingDetail?listingId=a0N30000004fjGWEAY. But is there anything native in GS? I don't think Relationships is intended for this.

The latest release now gives the Admin the ability to create custom Timeline Activity types. Our CSM's are heavily leveraging the Timeline feature but we are struggling to determine what level of detail we go into for differentiating the types of activities that are logged. Anyone have thoughts on what has worked well when creating these custom activity types? 

What should omnichannel customer success for entreprise software look like when levraging gainsight with possibly other tools?

Would love to know what people are thinking in terms of processes and Gainsight configuration associated with them. A customer of mine has multiple SKUs and a subset of these get sunsetted every year. If they use automation, it is hard to define a programatic approach towards it because a CSM has to get on a phone and let the customer know that this option is being sunsetted.

Hi, not sure if this question has been asked before, or if anyone is has done this. We have our tactical measures on our scorecard and know want to get more strategic about interpreting the information. Basically do the measures we have on the scorecard really act as a prediction for whether an account will renew or not and to be able to use that dat with some certainty. So, I would like to look at scorecard trends and map that to when a renewal is due to see if there is any correlation between the account health at that time and the accounts propensity to renew and then look at this across a number of accounts/segments to see what trends we can see. It willalso help us to decide if we need to include other measures. I'm at a bitof a loss where to start - has anyone done anything similar? Anyhelp would be appreciated!

Looking to have an option to collaborate with customers the way I can do in Quip, i.e. enable external parties access to certain pages and folders and have them comment and edit the text.

Hi all, Happy Lunar New Year! I need to provide some documentation for an upcoming assignment and wanted to know if it is possible to export survey question to a pdf or word document. Thank you in advance, Jasmine

I was having a conversation with my CS Ops director today around goal planning. To be honest, we found ourselves a bit stuck. I was curious what Gainsight or other organizations have come up with as it pertains to goal setting for Gainsight Administrators?