Share and Learn Best Practices

Back by popular demand, we're bringing back this high-impact event we've successfully hosted for the past three years—exclusively for Gainsight Admins.Join a small-group roundtable led by one of six expert Admins from our amazing CS Ops Product Council. These seasoned pros will offer tactical, personalized coaching and share real-world insights. You’ll also connect with fellow admins in a setting designed to spark collaboration and future peer support.Each roundtable is capped at 5 participants to keep the conversation focused and valuable. Registration is required and limited to Pulse-registered attendees. You may attend one roundtable only—helping us open the door for more Admins to benefit from this experience.Event Details📅 Date/Ti

Welcome to the 2025 Gainsight Support Booth!This year during Pulse we’re going to be doing something new: a live moderated Zoom meeting that Pulse attendees can join at any time to ask any product-related question directly to one of our Support agents.Here are some notes on how the Support Booth works:After joining the moderated room you will be routed to a breakout room with an available agent. If no agent is available you are welcome to use our waiting room until one becomes available. The support booth is primarily made up of CS support agents and we’re best equipped to answer those questions. If you have a question regarding CC, CE, or PX we will do our best to route your question accordingly. Thank you for the patience and understanding! Lastly - to enable us to service as many questions as possible, we are limiting each breakout session to 20 minutes. If an agent cannot address your question or issue

Introduction:Hey everyone! I'm excited to share our journey in automating our end-to-end process for self-adoption assessments and scorecard updates. This initiative has significantly improved our efficiency and accuracy, and I believe our learnings can help you too! We've streamlined everything from survey delivery to scorecard updates, and I'm going to walk you through how we did it.Our Automated Process: An OverviewOur automated process has several key steps:Survey Creation and Delivery: We kick things off by creating and delivering surveys to our customers. Survey Completion: Once the customer completes the survey, the process moves forward. Backend Data Management: This is where we handle the data behind the scenes. Manual Intervention (as needed): For our high-touch customers, we've built in a step for manual interven

Implementing Gainsight CS from scratch is both an exciting and complex challenge. At PVcase, a leading solar energy software provider, we had the unique opportunity to deploy Gainsight CS in a greenfield environment, meaning we had no existing customer success platform to migrate from. This offered both freedom and responsibility so that we could design the system exactly as we needed, but we also had to ensure it met our business needs from day one, exceeding the expectations of many in our teams.We’re about 4 months in from full deployment, and so  I wanted to create a quick post that walks through our approach to a successful deployment, the challenges we overcame, and lessons learned that could help others in a similar situation. Understanding Our Starting Point: A True Greenfield DeploymentAs an e

Alright, so this is all about controlling who gets to see what in your reports and dashboards. We're gonna talk about two main things: sharing groups and folder permissions.Quick Rundown:Part 1: Sharing Groups - Making Teams: Basically, you can create your own teams of people to share stuff with. These teams can update automatically based on certain info (dynamic) or you can just pick the members yourself (static). I’m using a simple example here: CS Managers>CS Leads>CSMs. Part 2: Folder Permissions - Locking Down Folders: You can also control who can even open and see the dashboards within specific folders. Whatever rules you set on a main folder automatically apply to all the folders inside it. Each folder is shared with the right team of people (that sharing group we talked about)Part 1: Create your sharing groupsGo to data permissions → sharing groups. For th

Summary:Summary: This article provides a comprehensive guide to planning, launching, and managing Gainsight Journey Orchestrator (JO) programs, emphasizing thorough planning, testing, and communication. It should take approximately 10-15 minutes to read thoroughly.Missed the previous posts in this JO-focused series? This article follows these previous posts:

Hey Everyone,  I am not quite sure when my session is yet (we are moving some things around), but wanted to share with you a little information about my session: Customer Education Integrated: The Human + Hybrid Model That ScalesI’ll be sharing more deeply about the onboarding process for our customers at Handshake and how we have crafted was we think is a healthy balance of infusing technology for efficiencies while keeping humanity at its core. We made many mistakes along the way and hope to share them with you for us all to learn from and iterate on. Hope to see you there!

Can’t wait to see you all at Pulse 2025 !!I’m SO excited to be presenting this year and taking in all of the great content from Pulse 2025In my session, attendees will take away tangible ways to;- Foster psychological safety and support within your CX team- Create a thriving team culture that enhances customer outcomes- Implement strategies that empower your team to deliver exceptional serviceSee you all in Las Vegas 🤩  

Summary: This article provides an overview of Gainsight Journey Orchestrator (JO), its benefits, and the crucial role of a JO-focused administrator. It also shares insights on approaching communications within this platform, drawing from practical experience. 1. What is Journey Orchestrator (JO), and Why Should You Care?Gainsight Journey Orchestrator is a powerful tool within Gainsight that empowers customer success teams to automate and personalize communication programs. This platform enables scalable engagement with customers, leading to increased efficiency and improved outcomes. Key features and benefits include:Automated Communication Sequences: Streamlining outreach efforts. Scalable, Personalized Experiences: Tailoring interactions to i

Summary: This article explores the nuances of my role as a Gainsight Journey Orchestrator (JO) administrator, distinguishing it from a broader Gainsight CS Ops admin position and highlighting the skills, challenges, and future evolution of this critical function. Missed the first article in this series? View it here. 1. My Role vs. a "Whole Gainsight" CS Ops AdminMy role is more focused than that of a general Gainsight CS Ops admin. While a CS Ops admin handles a wide range of tasks, including data design, reporting, and surveys, I primarily conc

Hello Gainsight and Pulse Community!We’re thrilled to bring back Circles of Success  - one of the most popular sessions at Pulse. It’s our rotating roundtable lunch where you’ll connect with 100+ Gainsight customers and discuss top-of-mind topics around CS, ops, customer journeys, and career growth. Whether you’re looking for fresh ideas, peer insights, or a chance to share your own experiences, these sessions are interactive and unscripted - making each conversation unique!Event DetailsW

Howdy Folks!I just got back from a week long conference in which most of the sessions seemed to be the standard interview where there is a couple of chairs and a staff member asks one or two guests predetermined questions. Its been done before and, honestly speaking, after the 2nd or 3rd time seeing a session like that you get tired of it. I’m sure that to some degree this interview format will be use at Pulse 2025 as well, which is fine however, I would like to suggest that the event staff consider having a few sessions in the format of Hot Ones. Specifically, there would be a table with chicken wings, or the preferred veggie, which is covered in varying degrees hot sauce and the interviewer and guests eat one for each question in order of least hot to most hot. There are many examples of this online so its easy to get inspiration from and I think it would be a huge hit if ​@nick_mehta or some other members of the event staff p

Greetings fellow Gainsight PX Admins.I was asked to create a visual tool that would allow us to view the Engagements.We typically have nearly 100 Engagements running at any given time.We wanted to be able to view which Engagements are currently running and others that are scheduled to run within the next 12 months.I used a Google Sheet to create the “Gainsight PX Engagement Tracker”.I’m sharing it here for anyone else that might have a similar need.Here is the link to the “Gainsight PX Engagement Tracker” Google Sheet:https://bit.ly/3Xm6FrFHere is the link to the YouTube video that demos th

Building relationships is not about transactions, it’s about connections. - Michelle Tillis Lederman The renewal experience is important when it comes to keeping our customers happy and making our business grow. So, it's crucial that your team stays in touch with the right people involved in the process to make sure those renewals go smoothly. One great way to do that is by setting up a system to check and confirm who the key stakeholders are. This way, we can reach out to them directly, have more personalized conversations, and increase our chances of successful renewals. When we know who the key stakeholders are we are able to build connections.Before diving into how to set up checks and balances, it's important to understand your organization's renewal process and identify who is typically inv

Big Ideas. Bold Moves. Vegas Energy. We're so excited to announce that Pulse 2025 will be hosted at Caesars Forum in Las Vegas, May 28-29, 2025. With registration now open, this is your chance to go all in on learning, networking, and career growth with 2,000 of brightest minds in Customer Success, Community, and Education. Don’t gamble with your budget—lock in the Super Early Bird rate of $995 before prices increase on January 31, 2025. P.S. Interested in getting on stage? Our speaker applications are now open! Submit your proposal today for the chance to speak in front of 2,000 CS professionals.

Remember the first time you used a voice assistant to set a timer or play music? That small taste of hands-free computer control felt like magic. Now, imagine a world where AI can navigate your entire computer system with the same intuitive understanding as a human assistant sitting at your desk. On Oct 22nd, 2024, Anthropic released Computer Use. Per their website: 'Available today on the API, developers can direct Claude to use computers the way people do—by looking at a screen, moving a cursor, clicking buttons, and typing text. Claude 3.5 Sonnet is the first frontier AI model to offer computer use in public beta'.Let's examine this capability and what it means for businesses below.Beyond Simple AutomationCurrent automation tools are like trains on tracks - they follow pre-defined paths and br

 Calling all Customer Success champions! As a Senior Manager of Digital Customer Success within BMC Software, I've seen firsthand how departmental silos can hinder our efforts. Everyone's focused on their own goals, leaving the customer experience fragmented.Here's how a lack of collaboration hurts your customers:Confused by conflicting information from different teams. Stuck in slow-motion resolutions as issues get passed around. Solutions that only address part of the problem, leaving them frustrated. Feeling like they're just a number, not a valued customer.But imagine the possibilities with customer-centric collaboration!Join me and the amazingly brilliant, Victoria Barry at my session at #Pulse24!  We

Hello Gainsight Community! I wanted to share some thoughts on the value of ROI as we work with our clients on a daily basis.  I would love to hear your thoughts or experiences around this topic.  Please see the article I published below: ROI, the big 3 letter acronym we love to use in the business world.  Return on Investment is the underlying theme when it comes to providing a product or service.  Before a concept can become a reality the question of ROI is addressed.  What is in it for the customer?  How will the customer realize enough value to buy and stay with your product?  How will ROI be measured and shared with customers?  These are all important questions when it comes to gaining new customers and retaining current customers. As a Customer Success Manager, you have many responsibilities and tasks to complete each day.  There are executive business reviews to conduct, escalations to be resolved, documentation to update, cadence calls to prepare for, and

 Picture this: It's Monday morning, and you need to understand why customer engagement dropped last month. Your current options? Wade through multiple spreadsheets, wait for an analyst to build a custom report, or click through countless dashboard filters hoping to stumble upon the answer. Sound familiar?Here's a reality check: while every enterprise software product comes equipped with robust reporting features, what users actually want isn't reports – they want answers.The Hidden Cost of Traditional ReportingFor too long, getting business insights has felt like playing a corporate version of telephone. You start with a simple question: "How are our customers using our product?" What follows is an all-too-familiar routine: requesting reports, waiting for them to be generated, analyzing various visualizations (yes, including those occasionally indecipherable pie charts), and often repeating the entire process when the initial data doesn't quite answer

"Help! My champion just left the company!" "Wait, when did this person join the account?" "Why are these emails bouncing? We just had a QBR!"Sound familiar? 🙋‍♀️I've been having fascinating conversations with many of you about a challenge we all share - maintaining accurate contact data. Every time I bring this up at customer meetings or CS events, I see knowing smiles and hear deep sighs of recognition.Last week, a CS leader shared something that really stuck with me: "We spent months building the perfect digital engagement strategy... only to realize half our contact data was outdated. It felt like planning an amazing party but sending the invitations to old addresses!"This got me thinking about how we've traditionally approached contact management:Traditional Approach:CSMs manually updating contact records Quarterly contact audits "Last known good" email lists Reactive updates when emails bounce En

Embarking on the digital customer success journey can feel daunting—deciphering ownership and team responsibilities often poses just one of the many challenges. Questions loom:Who should spearhead the digital customer success team? Is hiring dedicated resources necessary to begin? Where should this team fit within our organizational structure?Let’s navigate the best approach to structure your team and support your journey into digital customer success.1. Inaugural Steps: The Tiger TeamStart by assembling a digital customer success 'tiger team,' comprising representatives from pivotal departments like Customer Success, Marketing, Operations, Support, and Product. While i

Exciting news! The recordings from Pulse Europe 2024 are now available!  Missed a session or simply want to relive your favorite moments? You can now catch up on all the insights, strategies, and inspiration you missed (or loved) from the Pulse Library.Whether it’s cutting-edge AI trends, strategies to boost retention, or tips to build stronger communities, it’s all there, on demand and ready for you.Happy listening and watching!  

Remember 2021? NFTs were the talk of the town, remote work became the new normal, and traditional customer onboarding was still largely a manual, time-consuming process. Fast forward to today, and artificial intelligence is revolutionizing how we bring customers onboard - not by replacing human expertise, but by making it exponentially more powerful.Gone are the days when customer onboarding was a simple handoff process. In today's enterprise SaaS landscape, it's evolved into a specialized function that can make or break customer success. But here's the challenge: how do you maintain quality while scaling your onboarding operations? The answer lies in the strategic application of AI.The New Face of Customer OnboardingToday's onboarding ecosystem is a complex network of specialists, each playing a crucial role in customer success. Implementation teams handle technical setup, Customer Success Managers guide long-term strategy, and dedicated training teams ensure