Share and Learn Best Practices

Hello Everyone! I am proud to publish the requirements for becoming a Champion here on the Community! If you don't know what a Champion is here on Community this is a brief description: Champions are the people who are asking lots of questions, frequently active, helping others in the Community, and overall making it a better place for everyone. To become and maintain your stats as Champion you need to: Have a minimum of 1000 points Earn at least 200 points a month As always ensure that you follow the Community Guidelines Champions who have become inactive after three consecutive months may lose their status, but can be reinstated when all requirements are fulfilled. These guidelines are subject to change as needed.

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? 🙂

I'm looking for best practices around internal NPS submissions for receiving feedback from a contact via email only where they didn't actually complete the survey. The internal question option is great, especially now since we can go back and retroactively add in additional feedback received from email or other conversations [i]for that particular survey response. On a couple occasions we have received only this written feedback due to the survey link not working (usually a cache issue we found after testing).  Do you complete the full survey on their behalf? Since the NPS question is required, do you make an educated guess on this rating (I don't think this is appropriate)? Do you create a cloned survey for these comments, mainly for storing the data? Your thoughts are appreciated!

Is it possible to have Contact records displayed under the C360, so that our CS managers can log tasks under these contact records from Gainsight? We want our CS managers to use Gainsight only for this kind of work, but unsure if this is possible or not.  Many thanks,  Ana Costa 

Sign up for Customer Success HQ, Gainsight's advocate community, and access exclusive contests and opportunities at #Pulse2018! Use this link (https://gainsight.influitive.com/connect/pulse18) to create an Influitive account and begin earning points you can redeem for prizes! 

Hello Gainsters! Has anyone had success in storing client recorded meetings, such as links from webex etc.? I could store the hyperlink in the activity part of Timeline however, that would be difficult to refer back to especially if there are a lot of activities to scroll through. Preferably, would like a quick reference option, either standalone specific to recordings or other. Would appreciate learning what others have done! Thank you and enjoy your day! 

Hi Community!Myself and a number of members of Gainsight's Product Management team will be attending Pulse in just a few short weeks (April 10-11, 2018). We'd love to meet you and discuss your product related feedback, praise, challenges and ideas! If you'd like to schedule some time specifically, please feel free to reach out to me at dahrens@gainsight.com.Click the banner below for more details and it's not too late to register!Looking forward to seeing you there!  

When loading our data intp Gainsight via Segment integration, what format does it have to be in?

It would be nice to have an Executive license that is read only so they can see Timeline, Success Plans, Health Score for each customer. I know we have the option to share Success Plans via a link but this is not sustainable when I need an executive to see every customer's Success Plan as I would have to go to EVERY customer and physically click share and do that for each Executive as well. In the same fashion it would be nice to expose Timeline too. 

We utilize the relationships feature to keep track of many programs that customers are running with us. Every program is important but if one program is red we would rather know the account is red - showing the account has important action items and may be at risk. Is there a way I can roll up the lowest relationship score as the account overall score? What does that configuration look like?

Hey Gainster community! I am very excited to announce Gainsight User Groups are coming to a city near you! Our first round of User Groups will be held on March 27, 2018 at WeWorks in NYC, Austin, and SF.  The purpose of the evening will be to learn each other's tricks & techniques that drive Gainsight adoption, and not hold back from diving right into exactly how features should be configured and used to maximize the value that Gainsight adds to your business. As adopters and champions of Gainsight within your organization, we would be honored if you could join.  Registration is limited to the first 30 RSVPs. To register in one of the inaugural cities, please go to: NYC Austin SFIf you don't live in one of these metro areas, [i]no problem!  We will be expanding our User Groups to other cities after Pulse! Thanks and hope to see you there!

We are looking at engaging a 3rd party to call NPS detractors to gain more insights as to how we can improve. Wondering if others have tried this approach and what organization you have used to conduct the surveys.

It is great to show the dollars in graphs but there are some graphs that just show the number and I am unable to format the number. For instance when I do a pie chart and say show values it will show me the percentages on the right in the legend and then the number values on the pie charts but it is hard to read "4355695483.98" compared to "$4,355,695,483.98". and it would be nice to be able to round to the closest dollar. 

Hi all, For those of you who don't know me, I lead the Customer Advocacy team at Gainsight. We're doing research on how Gainsight can better help drive advocacy and would love your input on the below questions: -- What advocacy tools do you use today? -- How, if at all, do you integrate these tools with Gainsight today? -- How would you like to see Gainsight better integrate with the advocacy world over time? Thanks for your input!

I'm running into issues where I cannot assign the CTA owner to the SFDC user contact from our Salesforce Account Object.  We currently have these field below as look up contact fields in SFDC Account. 1. Account Manager 2. Customer Success Program Manager  3. On-Boarding Manager The CTA's I'm creating need to be assigned to one of the three above. By default, these fields are not available for me to use as an  "owner field"  I'm creating these rules from GS Relationship, Matrix Data, Activity Timeline, etc. for reference. How can I get the look up contact fields from the SFDC account as the "owner field?"

All,  Our CSMs are using Gainsight primarily as a place to log activities.  They're not living in it and we can't figure out why.  They still seem to be keeping spreadsheets, post-its etc.  So, I'd like to understand what the ideal CSM workflow looks like in Gainsight - that way, I can try to retrain and/or get a better sense of why they're not using it in that ideal way.  Help?

We have been running for about 7 months with the same rules and calculations behind our 8 health measure that make up our total health score.   After some analysis, we are working to do a major overhaul on two of our objective measures.   Basically the logic and rules behind two of our 8 measures are going to change. Therefore, we have a "new" scoring system.   We will be reviewing some reports and doing some tests on how the "new" way of scoring is going to impact our overall scoring across the customer base, but we are interested if in the c360 scorecard view, is there , will there be a marker or indication on the trend views of where we implemented a new scoring system or set of measures ?   Can we add something so its easy to see that we made a significant change to our measuring system ?   I believe we could add a milestone in each account , but we are looking for some indicator in the overall health trend detailed view ? thank