Share and Learn Best Practices

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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We have been in the process of implementing GS and are hitting some pretty frustrating roadblocks when it comes to setting up the logic to support our NPS methodology. We would like to send NPS surveys to customers based on where they're at in their contract v. a blanket send to everyone every quarter or 6 months, etc. This doesn't seem to be an unheard of idea and in fact has been promoted as a best practice by Gainsight and many other CS professionals, however we cannot get this to work with advanced outreach! We would like to send on the following schedule: New customers get NPS in month 8 of their contract and then every 6 months following. Existing customers will get them sent every 6 months based on contract start date. Has anyone else either run into this problem or been able to solution something that supports a variable send schedule?

Looking to explore this further and wondering what help content you used to get started, or if you're willing to chat! Thanks!

We have recently started to offer auto renewals to our new customers.  Many of them are in a segment that has no CSM, but does have the Renewals Team handle renewals. We're about to have some of our first automatic renewals come up and we're wondering what type of outreach other companies are doing leading up to this renewal/anniversary date. Is there a health check X days before the anniversary?  Are you reminding the invoice is coming? Does anyone have a best practice to share?

How to map GS customer survey feedback to custom case fields, so case owner can see the customer response within the case itself?

Hi All Were can I find Gainsight User Groups? It would be great to meet up with other Gainsight Users and learn from their experience.  I'm specifically looking for one in Dublin, Ireland myself but can't seem to find any anywhere outside the US. Thanks

What I love about Gainsight support is not only the technical prowess, but the customer service skills.  Impeccable.  (Cameron Wright in particular is stellar.)  It's as if they have all been through the Disney customer service training program (which, for those of you not familiar is pretty rigorous - no one handles or cares about the customer experience like Disney!) Most of my experiences working with (and for) support teams with various software vendors has been bland, less than courteous and I was left feeling (or I heard of customers feeling) like I was just another case in the queue.  Gainsight really is a high step above that.  I am made to feel like my issue is the only issue they are concerned with (even though I know they're juggling dozens more) and they are on it.  That feeling goes a long way, especially with particularly dicey issues - or when the issue turns out to be self-inflicted or due to an oversight on the part of the admin. (Yup. J

Polling for your experience with CSMs using chats to communicate with their customers. Is this being done with a specific group of clients - high touch, low touch, tech touch? Do you find that making the CSMs reachable through this means works well with scaling? What advantages and challenges did you come across for the Customer Success world?

Training 

On just my first day back at work after Pulse, I've shared Elements with two members of our exec team, a CSM, and two networking contacts. So far, I've just pointed them at www.gainsight.com/elements, which does have a beautiful interface and a good degree of detail. It's a bit high-level, though. So, it doesn't include some great content like change management best practices. (Not that someone wants to start at a detailed level, but it would be great to be able to drill into it.) Meanwhile, the presentations from Pulse's "Science of Customer Success" track are available online, but are [i]very detailed, and don't cover every Element. Is there a 'Goldilocks' resource available yet, or am I doing a good job at making the most of what's available so far? 🙂