Share and Learn Best Practices

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 tren

We plan to use Gsnap for product/version releases, company conference, and holiday greetings, but I was wondering if you used the feature for other outreaches?

Hello,  Looking to see how other admin's have solved currency conversion to USD within gainsight, or a load from SFDC.  Today: ARR is shown in it's native currency in SFDC & then has a converted USD option for visibility & reporting, however that is not an option to load to the company object in Gainsight. I can work on a solution with our SFDC admin team however I'd like to see if there's an in-house solution first. How are other groups building their Gainsight operations to be able to show only USD? I cannot find any support articles so any help is appreciated!

I am creating a couple of Success Plan Templates that my team can use to get a quick start. I created one Called First Win, which captures some key objectives that we identify when a new customer goes live.  This template shows Key Players, Risks, Reason they bought our product, and timelines to First win. I am looking for a few idea for other 'LifeCycle' Success Plan Templates and their associated objectives.

Hi Gainsight Community! I'm doing some research on how our clients manage renewals workflow and particularly renewals forecasting/reporting in Gainsight - or how they would like to do it. If you're interested in sharing your insights in a quick 30 minute call with me, feel free to email me at nmehta@gainsight.com or post here and we'll reach out. Nick

I have milestones that are automatically created once a CTA closes. How can I track the difference in number of days between two milestone date? Example Milestone 1: Onboarding,  created date = 12/13/2018 Milestone 2: Launch, created date 12/16/2018 I'm looking to get difference in between the two dates and get the average to get a good estimate of average onboarding time. Or is there another way to better track this you can recommend? 

There are many times where I see an interesting post here on the community board and it would great if there is a share/email button. 

I would like to be able to use the Gainsight Subject Area "Milestones" in a bionic rule as a data set. I want to marry milestones to data in MDA and even the activity feed.  It would also be nice to trigger CTA's based on Milestones created. 

Hello,  I am currently starting an implementation of Gainsight and we are required to create some new salesforce fields that I am looking to see if anyone has found a good way to create them (possible with CPQ as well). The fields are: Original Contract Date  Must be a date field type. This identifies the date a customer signed on. Current Contract Start Date  Must be a date field type. Current Contract End Date  Must be a date field type.As well, we have some salesforce accounts that have multiple active contracts, so I am not sure what might be the best way to solve for that.  I have tried to build a rollup summary field but I can only use a number field type for that. Any advice would be greatly appreciated. Thanks!

During Pulse 2017 the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring group discussions for Gainsight customers focused on key topics and challenges. We had such engagement from our customers we wanted to keep the conversation going on Community. One of the topics we discussed was Customer Success for On-Prem Companies. Here are a few of the questions that we discussed: How are other companies paying for on prem customer success? What are the best practices in working with on prem or hybrid customers? What’s the best way to capturing customer's perception of value and customer expectation of a solution?Please share your best practices on this thread to keep the conversation going (include the specific questio

I have been speaking with several people who are working to solve for Partners and Distributors in Gainsight. I'd like to begin the conversation here and then carry it on in a networking group if there is interest.  I've included some of the questions that have come up in discussions: What criteria is being used to score partner health? What were the successful approaches taken to drive adoption with the channel team? [list] What were the unsuccessful ones? What kinds of CTAs are in place for Channel Managers? How are the CAMs/CSMs/AEs collaborating with others in the organization? How are are notes regarding the Partner being collected and/or consolidated? How is the Channel partnership being valued/tracked?  What is considered success or value for the partner?How do you include Gainsight as part of your discussion of a Partner's portfolio health? What do you use to determin

Would like to be able to share the scorecard via a scheduled outreach for weekly reporting (via email) of customer health to internal stakeholders.  Today, when creating a report for scorecard data - the values returned for scorecard are either 0-100 or hex color code. 

During Pulse 2017 the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring group discussions for Gainsight customers focused on key topics and challenges. We had such engagement from our customers we wanted to keep the conversation going on Community. One of the topics we discussed was Paid Customer Success Offerings. Here are a few of the questions that we discussed: Are there any examples of organizations who are successfully generating profit through Paid Customer Success Offerings? Any advice from moving to a paid-for services model? What offerings to you offer customers from an onboarding or support perspective? How did you decided what to offer as a paid service? What is your discovery process for paid C

I understand that the Customer Info object in SF and the Company MDA table work very similarly in that they are regularly updated copies of information from other SF objects.  Can someone explain to me the pros and cons of each and whether or not it's recommended to use one over the other?  It seems like I'm repeating a lot of the same work to have all fields represented in both places.  Thanks! 

Posting the request on behalf of customer- Change CSM meter from 100 positions to the 5 that we are using: 0, 25, 50, 75, or 100." There should be the option to use milestones instead of all 100 options to make it less granular. 1. We need numerical scores to roll into overall health score data  2. We do not have enough business cases to justify all 100 options, we are focused on 5 options (0, 25, 50, 75, 100)  3. The letter system is interesting, but needs to be numeric

How do various teams handle the following? Say you have 10 CSMs, a sales team of 40, and a 2 Product Managers. 10 CSMs will have full access to gainsight using most of its features. What's the best practice for getting a view into gainsight activity for the sales team and product managers? They only need 'view' access into account activity, health score, etc. I know there are multiple solutions for this, but I'm wondering what are your best practices?

We are in the very early planning stages of our Gainsight implementation.  This is my second time to go through the process, but at my previous company we did not drive actions at the product level - it was primarily at the business unit level. Where I am now, we have 3 core product families each with their own individual products, each with it's own feature set. Sometimes customers have 1 or 2 products within a single family - not always implemented at the same time, but sometimes they are. Sometimes customers have all the products in a particular family, but they are implemented independently of one another at various times. Sometimes customers have multiple products from different product families.  It is similar to a choose your own adventure book. I would like to talk to other Gainsight customers who may have similar use cases.  I am curious to know how others have tackled this A) at the c

Is there a way to set up a quick search for Gainsight in the Chrome bar? For example, our users have this set up where “SFDC” and [customer name] will automatically search SFDC for that customer's name. It saves time & we've gotten feedback from CSMs that something like that for Gainsight will make it faster to use.

Hi, I'm looking into CS efficiency metrics and best practices. Can anyone share how they track and analyze efficiency?  What are the KPI's driven by efficiency and why? How to maximize CSM output with the same resources?

How do various teams handle the following? Say you have 10 CSMs, a sales team of 40, and a 2 Product Managers. 10 CSMs will have full access to gainsight using most of its features. What's the best practice for getting a view into gainsight activity for the sales team and product managers? They only need 'view' access into account activity, health score, etc. I know there are multiple solutions for this, but I'm wondering what are your best practices?

We are looking into whether or not using Relationships to drive product adoption will make sense for us, as well as how we may leverage Scorecard 2.0 at  both the Customer and Relationship level.  Seems like it could get pretty complex, so I'm looking for other Gainsight customers willing to share details of their success leveraging these features in this way.   If this applies to you and you'd be willing to share, please feel free to email me:  jeffrey.kirkpatrick@kronos.com. Thanks!

Is there a way to set up a quick search for Gainsight in the Chrome bar? For example, our users have this set up where “SFDC” and [customer name] will automatically search SFDC for that customer's name. It saves time & we've gotten feedback from CSMs that something like that for Gainsight will make it faster to use.

I was speaking with a few fellow CSMs last night and we were discussing where our CSM team ultimately lived within the organization. Some were a function of the sales team, others (like mine) are a function of the Client Services team. Some liked the fact that they were under sales as it made being tasked with revenue growth and account expansion easier to undertake. For me, I like that I'm not under sales so that I have the added credibility of not being a salesperson and my upsell recommendations come across as more genuine. Where does your CSM team live and what do you see as the pros vs cons of your structure?

Hi Gainsight Community, We are currently researching use cases for a new offering, 'Gainsight for Professional Services'. If you are using Gainsight in any Professional Services context - whether you collaborate with your ProServ team on Gainsight data or run a 'ProServ'-like process out of Gainsight let us know! We'd love to setup a discovery call with you to learn more about what you're doing. Please respond here or email me at mforshaw@gainsight.com. Thank you in advance for your time! Marie Sr. PMM