Share and Learn Best Practices

Just a reminder, our first Gainsight Admin Summit is coming up on October 30 in San Francisco, California! We've also published the detailed agenda, so check it out and get excited! We hope to see you there!

PulseLocal Austin has been meeting every 2 months since June 2015 which means our 20th meet up will be Nov 14th!  Please tell all your Austin-based colleagues to join us by registering here.   Our original PulseLocal Austin President, Beth Yehaskel, is returning to share her insights on building a success organization from a support model. Beth (formerly VP at Spredfast) is now leading the team at Jungle Scout.  We're excited to wrap up 2018 and our 20th meet up with a bang!

LeanIX is hosting a Customer Success Meetup in Boston on Thursday, October 18th, from 6 - 8pm at their HQ. If you would like to attend or know of CS professionals in the Boston area, feel free to share this link. 

Hi all, We are looking to create an ROI of Gainsight based on CSM performance. Our CSMs have a number and we are thinking about looking at CSMs quota performance and comparing it to Gainsight adoption. Our theory is that for those reps that are hitting their number would be the same reps that are using Gainsight. This would then provide an ROI and a health score of sorts for our CSM Gainsight adoption. We've talked about using timeline activity, C360, CTA close % and page views for our 4 measures. Has anyone else created a 'CSM health score' outside of the tracking that Gainsight provides on the Gainsight 360? 

Hi all We are using the Relation object (a bit different than an account) and I'm trying to find a way to see all my to do's (whether its CTAs or tasks) grouped by relationship name and sorted by the contract end date.  If I create several CTAs per relationship- I can't group by relationship and sort by end date.  And If I create one CTA per relationship (with several tasks per CTA)- the tasks will be displayed forever, even after completion. (they remain crossed-off) Do you have any suggestions about how to see all my relationships, sorted by end date and to see each relationships CTA or tasks?  It seems like a logical way to see all my to do's.

Hey All! I've seen this question posted previously, but it related to Scorecards 1.0 and was 3 years old, so I figured I'd repost with a focus on 2.0. The majority of our CSM-customer relationships are measured and treated the same, regardless of organization size. This makes setting up a scorecard and related measures really easy ("one-size-fits-all"), and it's how we've done things since we first started with Gainsight. We've recently decided that a certain segment of our customer base would be better suited by a more "tech touch" approach, and thus one of our measures (Relationship- how often the CSM has a formal interaction with the customer) should be more lenient for these account types. I know I can achieve this by creating a new scorecard and measure that filters for these accounts only, and then exclude them from the original scorecard. However, this means having two nearly identical scorecards, and I'm afraid this might confuse the CS team. How have others handled this sit

Hi Everyone, please let us know if you require any use-cases (simple or complex) to be documented, we will be taking it up and prioritize it with the help of our PMs and share the articles with you. 

I want to send a survey to hiring managers based on people they've hired recently (we're an applicant tracking system). In many cases, that's a 1:1 situation. However, I have some participants who have made many hires, and I want their feedback on each individual hire. I am running into issues thinking through what would be the best user experience for someone who has hired 10+ people. I'm using a CSV taken directly from our product, and I've set it up so that 1 person can receive the email multiple times by creating a unique identifier that does not tie back to their SFDC contact record. In my ideal situation, I could send one email to a participant with multiple links in it to complete the surveys based on each hire. Is there a way to do that without making the response totally anonymous?

Hi everyone,  I am looking to come up with appropriate targets/ranges for the service now metric in my organization's current scorecard in the Customer 360. We are unsure of the best way to define high risk, at risk, moderate risk, low risk, and no risk based on the number of service now tickets and types of service now tickets we've imported into Gainsight. I came across the article below: https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%2520Articles/Cost%2520per%2520Ticke... What is best practice for defining targets based on service now data and how that impacts the overall health score? Thanks, Jasmine

Hi, newer user here, so maybe I am on another version, possibly user error? When I use the walkthrough guide instructions for timeline (For a short guided walkthrough of Timeline, navigate to C360 > Timeline view, and click the tooltip to the right of the +Activity button.) Following those instructions dont work. Can you advise please?

I ́m using Bulk API to extract data from a CSV file, put it in a MDA Object to get this data thru Bionic Rules and....i ́m trapped! I need to track licences usage, so basically in this CSV file we have 5 important fields: Client (e.g. Dell) Product (e.g Avast licences) Licences sold (e.g 200) Active licences (100) Usage % (50) Client (e.g. Dell) Product (e.g Office licences) Licences sold (e.g 500) Active licences (100) Usage % (20) So, i need track if our clients are using all of they licences, if not i need to warn(email?) the CSM that certain client is using only half of what they bought, so they need some kind of atention. What is the best way to do it? Maybe create a CTA to send email to CSM when some of this clients has low usage? Create scorecards to CSM keep looking dayli (i think the CTA thing is more automatic/human free)? Well, i ́m new at GainSight and i ́ve been learning a lot theses days but now i need some kind of direction here please

Hello! I am an admin and PM for our Gainsight implementation and we are about to assign licenses to our first CSMs. We have all taken the appropriate training provided by Gainsight in preparation for this. Does anyone have any recommendations or best practices for what a CSM should do on day 1 in Gainsight? Anything from what functionality CSMs leveraged first to how CSMs moved off of the prior tools they were using to literally the first things they clicked when logging in to the tool would be helpful. Of course, if anyone has other topics that are relevant from their experience, that is very welcome as well. Thanks in advance, and I look forward to being part of the Gainsight Community!

We are in the final stages of choosing a CSM solution and Gainsight is on the short list.  I am trying to think through how we might want to staff for onboarding - dedicate an internal resource full time, hire externally, etc.  Would be very interested to hear how others have approach this and whether in retrospect would have done it any differently.  TIA!

We are rolling Gainsight out for our Client Services org (after deploying Account Management) and bumped into a limitation: we have some accounts which do not have an assigned client success rep. We need to assign CTAs to a queue/pool of employees, and then manually push the CTAs. More than one person will be dispatching the CTAs, so assigning to a designated manager does not seem to work. Gainsight also cannot create cases (we use cases instead of activities for client success work). Did anyone deal with a similar scenario; are there any workarounds?

I'm looking for ideas about how other companies are making data from NPS surveys actionable.  Are you doing any automations inside of Gainsight to get the survey results to product teams or other groups who need to take action?  How are you circling back with the customers on updates that have been made? I'm struggling to find ways to do this.  Perhaps I just need to take it outside of the system.  I also couldn't find much documentation from Gainsight on this. 

Hi everyone! We have a use case where some account types have child accounts which do not have their own score. In these instances, we only track usage and generate scores at the Parent level. Is there a way we can assign the score of a parent account to its child account(s)?

Is it possible to create a report based on the time that an activity is being added to the timeline? Eg. I'd like to know if there is a time pattern of one kind of activity, therefore, I'll get the time the update is created in the timeline and analyze it. 

Hi all, I watched a very interesting webinar that was created two years ago, the gist of which was that if you had historical data for a large enough group of churned clients, you could pass that information to Gainsight and they would leverage machine learning to build an accurate health model that predicts churn (or potentially upsell opportunities if you could pass that data). Just wondering has any reaped the benefits of this? Really exciting capability...

We are re-doing our health scores and I'm grappling with how best to represent "usage" in a health score. So far I've decided to roll up all of our pageviews, and API calls across 3 different products into an overall usage aggregate number. Then, I tried to use the percentage change function to compare usage of each customer to themselves over the last 4 weeks. Then we can see generally if they are using it more or less than they had been. More == better, right? If they continue to adopt, and grow over time their health scores will remain good. Longer term reductions in overall usage will tell us that something may be going wrong. My issue with this approach is that if a customer has a big spike in usage for a short period of time, it skews their scores for the next month, dragging them down and making it look like they are less healthy. It also does not take into account any comparison between accounts. ie. customer A fluctuates between 30,000 and 10,000 actions will look less health

Curious if anyone else has encountered this situation.   My CSMs are looking for a place in Gainsight to store “personal” notes about a customer.  For example, things that they would want to always keep top of mind for themselves when working with a certain customer.  Timeline doesn’t work great for this since they have to filter by an update and remember the specific entry they want to get to.  We could use the Comments field on the C360, but my fear is that once we start entering notes in there, some members of our leadership team (exec sponsors especially) might want us to standardize on what content we put in there, as well as agree to a cadence for keeping the information evergreen.  I want the CSMs to be able to write their notes more free form and not be worried about making them perfectly presentable to others outside the team. One other option would be creating a personal success plan for note tracking that a CSM would leave in Draft form

I am just stumbling across Gainsight, and wanting to know how Gainsight works with the HEDA model. I would be interested to know if anybody has implemented Gainsight into a HEDA org in the past, and what their experience was. In particular are there any features that can support the internship matching and tracking processes.

We are about to roll out Success Plans to our CS org and there's understandably some reservations from our CSMs because they're being asked to do more work without much reward.  Does anyone have any real-life stories from their CS teams where they realized some tangible ROI/reward from having to do success plans with their customers?

(Data) Anomalies....  I always seem to misspell the word, but I digress. Well, we all wish data was perfect, clean, and always correct.   But that's just not the reality.   If you are a GS Admin and do not yet know about the Data Anomalies page, please continue to read on.   1.   Please check out this page in the product documentati>  https://support.gainsight.com/hc/en-us/articles/202959153-Fixing-Data-Anomalies-in-Customer-Info-Rec... 2.  Sign up for the email notification. I have really found this feature/function helpful to keep account data clean throughout our Gainsight instance.  There are many other mechanisms to add to your arsenal in keeping data clean and current, and hopefully this one will help as well.  Over time, I know I have avoided a large amount of frustration using this feature to proactively keep account data as clean as possible.

I am looking at managing internal projects using Success Plans and am wondering if anyone else has done this.  One of the challenges I see is that we have many departments that could jump on board to use this as an internal tool which would cause the list of projects to grow where it may be hard to navigate to the projects of choice.  With customers it is easy because we only have 1-3 Success Plans.  With many different departments using Success Plans internally it would lend to have possibly dozens of Success Plans in a list at any given time.  Any thoughts on how to limit views, project naming conventions, or maybe even setting up each department as their own "Account" in SalesForce?  Thanks for any thoughts on this.

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