Share and Learn Best Practices

Hi everyone, we are hosting our fifth customer success meetup in Berlin and where the first ones doing customer success meetups in Germany.  If you are interested to share your knowledge or want to network in the Berlin tech scene, join our next meetup on September 12th at Signavio HQ. https://www.meetup.com/de-DE/Customer-Success-Meetup-Berlin/events/242565941/ Looking forward to seeing you there,  Steven

Did you ever face a challenge while using Gainsight product? How did you solve it?  We all have different ways of solving/resolving them but what is the approach used is important? We would love to hear your efforts in solving any such challenges.  Would really appreciate your feedback here. We pick one approach and award it 🙂

Hi all -- We're building out our Customer Journey programs and I was hoping to source some good content from y'all. Do you have a job description you've used for the person who is leading your Customer Journey strategery*? A few things that come to mind:  This could be a business heavy Customer Ops role. This could be a project charter that your company scoped when building out your Customer Journey strategy. This could be related or not related to a Customer Marketing role. Thanks so much!  *Yes, I know that's not a word, but it feel like it fits the ask 🙂

Is any of you involved in creating awareness/enablement campaigns for end users that you are not in direct contact with? The challenge is to get your contacts to reshare the posts you send them. I am involved in such situation and having quite a challenge with these gatekeepers. Aside from - promoting the adoption value of these campaigns - not calling them "campaigns" so they do not get confused with marketing tactics - making them conveniently available to follow their deployment schedule - offering the capability to understand the reach and the impact on usage I am thinking about - offering.gifts certification when we can see total shares in hundreds or thousands - providing access more often to goodies like infographics, videos, etc. What has been your experience? Any good tip or word of advice?

Reaching out to the community to see if I could connect with some folks who have implemented a health scoring system specific to the onboarding stage.  We are a SaaS company and would like to measure the effectiveness of our onboarding.

Hi, I was just wondering whether there was a way to choose a default page for when you log into Gainsight. For example, having the Timeline open to your own clients. This will just save navigating every time to the part of the platform that you use the most. If this is not possible, I was wondering if there are any work arounds or time saving tricks for navigation to your own clients? Thank you in advance! 

How did you build the right environment to support the launch of Gainsight?

How do you manage critical hand-offs in your organization?

How do you establish a successful “Voice of Customer” program?

What are some of the most important reports and metrics that your CS organization tracks?

Hello Everyone! Welcome to Community! [Community Guidelines ] Gainsight is a community of real people who are passionate about customer success. Here they collaborate on answers, solutions and ideas about the products and services they love — and the ones they wish were better. We invite you to make your mark here, but we do have a few rules.Here are a few guidelines for using Community. Setup When creating your account be sure to use your real name and your work email address. You can add a personal email address as a secondary option, but a work email helps us to identify which company you work with. Please also include a photo and your position title. "Sharing your real name and photo helps others relate and engage with you as a valuable and recognizable member of the Community. Activity We are a community that wants to help and be helped! So go ahead and post your crazy question.Know the answer to that question? Help a fellow member out! Stay active and get answers,

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 500 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 are looking to put together a 1-2 page brochure of our Customer Success offering - activities performed, benefits to the customer, etc. Wondering if anyone out there has developed a similar customer-facing brochure that they could share as examples?

What are some best practices around expiring NPS scores from years past in order to keep relevancy (ie.when to remove old scores )?

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 Technical CSMs/Customer Success Architects. Here are a few of the questions that we discussed: How should I think through the team structure? Who does what and what capabilities to look in the different roles? What are your large differentiators between your CSM group and Technical CSM group? Compared to using a general support team, does assigning a Technical CSM to a customer make the customer more self-sufficient, or more dependent? What is the ideal role of a Technical CSM, to conduct an onboarding/initial setup, or to check in with a customer throughout their lifespan? How have you go

Does Gainsight provide any predictive analysis into accounts? For example can it predict if an account will change to red or yellow based on historic behavior? 

Looking for content/decks from the sessions!

When will we add the ability for other roles besides Admins to access the G360? Admins are not generally the ones driving adoption of Gainsight, so the real value of G360 is for access by Adoption Champions, including Directors and Team Managers. Customers are asking for the ability to have broader use. A way to export and distribute internally would also be helpful. Any way to get the right people looking a the content would be a win-win!

The primary use case of Success Snapshots is EBR or any other similar business presentation to the execs etc. In the process of exporting a report as snapshot, which essentially is a slide deck, today we let user include any comments field that is present in the report. Comments is a long text field and doesn't easily fit into one slide. Given the nature of a slide presentation (which is supposed to capture highlights of the intended meeting and be presented along with commentary), do we really need to allow comments fields in Success Snapshots ? Atleast one customer I posed this question to during Pluse said, they are not expecting comments kind of long text fields in Success Snapshot slides. I want to validate my thought process with more customers before making any call on either continuing that feature or taking it out. Your active feedback helps here.  With out comments. snapshots will look a lot neater. But your voice is final 🙂

I was informed last week that we will be expanding our Customer Success team to also cover our SMB market. This is both exciting and terrifying! Right now our Gainsight implementation is 100% focused on our enterprise product. In turn, we only pull in customer records that own our enterprise product.  I am hoping the community can give me some guidance on how to properly set things up to pull in the SMB customer type. Additionally, I'd like to put up a virtual "wall" between the to customer situations inside of Gainsight so we don't accidentally have CTAs or things triggering for accounts that it shouldn't. Is this as easy (and as time consuming) as adding the account record type name to everything we do in Gainsight? Thanks!

Hi all, I'm trying to proactively work with our internal tech staff to better handle changes to our data points that we are sending over to Gainsight via Segment.  One of our architects suggested I provide him with a document of all of our fields in our usage data table and subsequent rules that use them.   Is there an easy way to do this within Gainsight?  How do you handle these changes? Do you have a business analyst working as a liaison between your tech staff who are making these fields and your Gainsight admin?  Or is your Gainsight admin a member of your tech staff who is now drinking the Gainsight brew and knows both the data points going in and everything they are connected to in Gainsight?   Lastly, do you all have a Gainsight Sandbox within SF that's also connected to your data connector? Just curious.   Thanks, Jess

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 Driving Advocacy. Here are a few of the questions that we discussed: What creative things have you implemented to drive advocacy? What about your customer experience creates advocates? How do you leverage your customer advocates? What points in the lifecycle or touches do you identify advocates? How do you track advocacy events? Do you expire advocacy events them after a certain period of time? Do you educate your customers on how they can create advocates in their businesses? (e.g. channel or B2B) How are others building their advocate groups without use of a community/soft

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 Experience & Voice of the Customer. Here are a few of the questions that we discussed: How to relay the voice of the customer to the organization to drive organizational change. How can the CSM be a better advocate for the customer? What types of programs are companies implementing to improve the customer experience or take it to the next level? Where does CX and VoC live in other companies? Is there a dedicated resource or is it shared across many team members as a "side job" What creative things have other companies implemented to enhance customer journeys How do y

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 High Touch Customer Success. Here are a few of the questions that we discussed: What does high-touch customer success really look like? How do you have valuable discussions with enterprise clients? What are some best practices for high touch customer success with large, enterprise clients who are extremely technical? How do you know how much investment of time to expect from your customer? How do you avoid falling into the trap of just doing everything for the customer, instead of enabling them to do it for themselves?Please share your best practices on this thread to keep the conversation goin

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 Onboarding. Here are a few of the questions that we discussed: What resources do you enable your sales team with in order to showcase the onboarding process with prospects? What handoffs exist during onboarding? How do you transition from prospect to customer? What is the most important first thing to do with customers after they purchase? When do you inject a CSM in the process? How long does the CSM stay with the account? What's the transition plan look like? What are some best practices for successful training and post go-live support? What are the best practices of managing and encouraging