Share and Learn Best Practices

I’m a familiar face around here in this community, but I’m also excited to be going to Pulse Europe this week where I’ll be giving the talk: Community Magic: How Collaboration fuels an Engaged Community.When I do talks I’m normally drawn to strategic topics with lots of cool nerdy frameworks that hopefully people want to take photos of.  😅 Who doesn’t love frameworks!?  But this talk will be a bit different.  It’s going to be about the very real challenges of running a mature enterprise community across multiple use cases, products, modules and more.  As the title suggests, the heart of the talk is about the power of internal collaboration, where I’ll be sharing four key strategies that we employ to navigate the complexity of our programs, along with a lot of very practical examples.  If you’re at Pulse this year and you see me around, please do come and say hi!

Hello everyone! 🖐🏻I'll be attending Pulse and would like to connect with community managers to share insights, discuss best practices, and explore ways we can strengthen our communities. I would like to chat about engagement strategies, challenges, or just network, I would love to meet up. Feel free to reach out or let me know if there’s a specific meetup for community managers. Looking forward!!!See youuu… 🙂Pelinsu

Have you ever heard this from the business?Can you add the CSM Sentiment score to the My Portfolio widget on GS Home? Can you add the Product Usage score to this renewal opportunities report? Can you add the CSM Sentiment comments to the current quarter renewals report?Seeing scorecard data in non-scorecard object based reports is a very common request, but not a straight forward thing to build in Gainsight! I wanted to share how I accomplished this for us at Amplitude and how we’ve been able to incorporate scorecard throughout our Gainsight reporting as a result.Step 1: Create a custom low volume object to hold your score detailsI called mine “Current Score by Measure” It includes fields for Score (# data type), Label (String), Comments (String), and Last Modified (Date) of all the scorecard measures we have There’s also a Company GSID field to hold the account ID of the current score by measure dataStep 2: Create a rule to load to your Current Score by Measure object Fetch current sc

Super excited to be joining Pulse once again and discuss the benefits of tracking value throughout the customer journey, why it matters, how to implement it company wide, and what are the expected results!And yes, there will be some tactical advice on how we leveraged Gainsight to implement it at Benchling 👍There will be something for everyone, if you’re just starting in your journey or if you’ve already got a value relay going at your company!See you tomorrow!

...then I’m super excited to invite you to my session at Pulse Europe! 🚀Take a step back from the day-to-day hustle and reflect on your career journey with me. During this session we'll challenge the traditional linear path, redefine success in Customer Success, and explore actionable strategies to help you map your career. You’ll walk away feeling inspired, empowered, and ready to take ownership of your professional growth!✨ Whether you aim for leadership or want to thrive as an individual contributor, this session will equip you to make bold moves. See you there! ✨

I'm excited to be a speaker at Pulse Europe 2024! I've been invited to talk about elevating Customer Communities beyond Service - and becoming a Customer Success powerhouse.During the session, I will talk about how to step up your support game by empowering customers to help themselves and each other.I will dive into how to make use of your limited resources by building and expanding Community programs that help you identify customer experience issues.We're going to discuss how to identify and nurture the most important users in your community and how to build trust on your mission to creating a tight-knit and self-sustaining Customer Community.And I will show you examples to further leverage your community in order to create even more added value.So, buckle up. It's going to be a fun ride with lots of ground to cover in 45 minutes.Date: November 13, 12.15 pmSession Name: Turn Your Community Into Your Top CS Asset: Elevating Your Customer Community Beyond Service

Really excited to be attending Pulse again this year but this time I'll be sharing the stage with Brenna O'Neill and Patrick McCrudden, my colleagues at Mews talking about Enabling Self-Sufficient Customers Through Community and Digital Onboarding. 🚀Day 2; 15:45 - 16:30Part of (Track 4 - Empowering Customers to Succeed on Their Own)We will explore how to enable customer self-service by leveraging digital onboarding and community engagement throughout the customer lifecycle. Attendees will learn practical strategies for automating onboarding, reducing resource demands, and scaling solutions across regions and languages. Real-world examples and insights will demonstrate how to implement scalable digital solutions in your organization.Looking forward to connected with my peers once again in Amsterdam next week! 🙋🏼 

ITS ALMOST TIME!!!!!  

 Remember the first time you called a customer service line and realized you were talking to a chatbot? That slight pause in conversation, the too-perfect responses, and perhaps a hint of frustration as you repeatedly asked to "speak to a human." Fast forward to 2024, and AI has evolved dramatically – but so have customer expectations. The question isn't whether to use AI in customer interactions anymore; it's about finding the perfect balance between artificial intelligence and authentic human connection.The New Reality of Customer SuccessToday's customers demand both efficiency and empathy. They want instant responses at 2 AM and deep, meaningful conversations about their business challenges during working hours. It's a tall order, but one that forward-thinking companies are learning to fulfill by masterfully blending AI capabilities with human expertise.The Art of Knowing When to Use WhatThink of AI and human interaction as a well-choreographed dance. Each partner has their strength

Join me at Pulse Europe to explore how to step off the traditional career path, redefine success, and gain practical strategies to drive your own professional growth in Customer Success. Watch now to get inspired!   Can’t wait to see you there! 

Hi everyone, On the first day and first session of Pulse EU 2024 I will run a presentation called: Fast Track to Excellence: Halving Onboarding Time While Achieving +80 NPSIn this session I will share what we did and what we learned in our project to make onboarding smoother and more efficient. If you have any input or thoughts on the topic, let me know and I may cover it in the presentation. My goals is that you leave this session inspired and equipped with valuable insights on:Stakeholder Alignment and Engagement: Strategies for getting buy-in from both internal teams and external partners. Onboarding Journey Analysis: Identifying and smoothing out the rough edges in your process. Automation in Onboarding: Leveraging technology to enhance efficiency and consistency. Leveraging Gainsight: Tracking, measuring, and reporting on onboarding metrics. Integrating Systems for Transparency: Ensuring internal communication about customer status for seamless coordination. And even a bit of prod

Hello Community!Kirsten and I will be presenting at Pulse EU this year - and we’re thrilled!In our presentation, we’ll talk all about the solutions we have adopted (automations, data, and self-service system) to empower our CSMs to do what they do best - take care of our customers.Can’t wait to see you all there very soon!

Managing risk within your portfolio is close to, if not, the number one priority for CSMs. Many find themselves hesitant to open risks for their customers because they are concerned it might seem like they aren’t being a successful CSM. However, I would argue that identifying risk in your portfolio and raising it makes you a more successful CSM. As leaders, it is our role to ensure team members have a way to identify risks in their portfolio and share them back with the organization. One of the best ways to do this is to have a Call To Action (CTA) type in Gainsight for Risk.  The good news for you is that “Risk” is an out of the box CTA type in Gainsight. So you are already on your first step there! This allows your team to create CTAs for each risk in their portfolio. Then your leadership team is able to see reports on how many risks are in the customer base (more on this later).  When you’re starting a Risk process, best practice would be to identify 2-3 main risk types. Typically,

Picture this: Pope Francis strutting down Vatican City in a pristine white puffer coat. The image went viral, capturing global attention and sparking countless discussions. The twist? It never happened. The photo was created by Midjourney, an AI image generation tool, demonstrating just how far artificial intelligence has come in creating hyper-realistic imagery.Welcome to the new frontier of visual creation, where the line between human-made and AI-generated art is becoming increasingly blurred. Midjourney: The Creative PioneerMidjourney, developed by a San Francisco-based research lab, has emerged as one of the leading forces in AI image generation. Like its counterparts DALL-E and Stable Diffusion, Midjourney transforms text descriptions (known as prompts) into stunning visual artwork. The platform's ability to generate photorealistic images has captured the imagination of artists, designers, and creators worldwide.The Magic of PromptsThe true power of Midjourney lies in its ability

@keith_mattes suggested publicizing this, so here goes:I’m building out a new dynamic JO program with three different variants after the evaluate step… one to send a “logic failure notification” in the “else if” branch. Because… ain’t nobody got time for dropped participants. Even on internal-only programs.Also because of the new case expression issue with no custom mapping (string to email) available. The evaluate step is essentially:no null account reps, send and CC account team at least one null rep, send to our team to forward logic fails, send to our team to forwardCurious if anyone else has ways they deal with dropped participants (without manually checking).  

"I know kung fu." When Neo uttered these words in The Matrix after instantly downloading combat skills to his brain, it seemed like pure science fiction. Today, watching AI systems master complex customer interactions, predict behavior patterns, and enhance human capabilities in real-time, that scene feels strangely prophetic. Only instead of downloading kung fu, we're watching AI transform Customer Success at a pace that would make even Agent Smith raise an eyebrow. From Fear to Excitement The transformation in how Customer Success teams view AI mirrors the broader story of technological adoption. Initially, there was that familiar knot in the stomach – the same one people felt when computers first entered offices or when email began replacing phone calls. But something remarkable is happening now.A Support Team Lead recently shared how her team went from dreading AI implementation to championing it in just three months. The turning point? When they realized AI wasn't just handling mu

During The Power of Working Better Together with Gainsight PX+CS webinar, we discussed PX+CS use case maturity, reviewed tangible exercises to help Product and Customer Success teams develop strategic PX+CS use cases, and highlighted the amazing things that can be done with PX+CS integration for various types of pricing models.  Missed our webinar? You’re in luck! You can find the recording below. And check out this Gainsight University course to learn more about building your PX+CS strategy (team exercises included).  

If you use CTAs for managing and reporting on risk, you might get requests like this from the business:Can you add the open risks to [XYZ] report?How can I see a summary of the open risks on the account from the [company level] report? How do you report on risks using objects not sourced from Call to Action?Here’s how we accomplished this using a multi-select field! Step 0: Add your new multi-select field to Company objectOurs is called “Open Risks” Step 1: Create a custom object that will be your “flattened object”I titled mine “Flattened Object for Open Risks.” The purpose of this object is hold one record per company with each “open risk” being its own column. The dataset columns will be each of your risk types.Be sure to include a string field called “Null value.” You’ll use this later when creating the multi-select. Step 2: Create a rule to load to your flattened objectTo get data in your new custom flattened object, create a rule to fetch from Call to Action.First, fetch from the

In the rapidly evolving landscape of artificial intelligence, we've witnessed a remarkable progression from simple chatbots to sophisticated AI agents. This evolution represents not just technological advancement, but a fundamental shift in how businesses and individuals interact with digital systems. Let's explore the key stages of this evolution and examine why AI agents are positioned to become the next transformative force in technology. The AI Spectrum: Bots, Copilots, and Agents Bots: The FoundationBots represent the initial wave of AI-powered tools. Characterized by:Specific, predefined task execution Rule-based decision-making Limited adaptability and learning capabilities Basic natural language processingWhile effective for simple tasks like answering FAQs or retrieving basic data, bots lack the sophistication required for complex problem-solving.Real-World Example: Domino's Pizza revolutionized fast-food ordering with their Facebook Messenger chatbot. This rule-based system s

​Hey all,Across a customer base, it’s quite common to not have a designated customer success advisor for each and every single account.It’s equally common to need to engage with your entire customer base at once through digital CS and lately I’ve seen various posts relating to challenges in Dynamic JO when it comes to generating fallback senders for several reasons:We no longer need to map our source fields to a “sender email” field in Dynamic JO, We can’t generate case statement fields as an email data type, A program can only have one calculated source (query, data designer) since we no longer need to map fields  The good news is that the changes brought about by Dynamic JO in that regard haven’t hindered our ability to reliably generate fallback senders. If anything, they’ve “forced” us down a more efficient, reliable and sustainable route (or so I think 😊).So I thought I’d share our approach to:Handling fallback senders in Dynamic JO (which also works in Advanced😊) and CTAs assig

We are delighted to announce Pulse Academy Live EMEA: Gainsight CS Admin Training on Nov. 12. This specialized training session is designed for Customer Success professionals eager to deepen their knowledge of Gainsight's powerful functionalities and best practices in customer lifecycle management.What to Expect?Our training is designed to help Gainsight Admins harness the full potential of the Gainsight CS platform. Here's what you can look forward to:Comprehensive Training Modules: Explore the intricacies of Gainsight CS through detailed and hands-on modules. Expert-Led Sessions: Learn from our experienced Gainsight experts who will share invaluable insights and best practices. Interactive Learning: Engage in interactive sessions that allow you to apply newly acquired skills in real-time scenarios. Peer Networking: Connect with other Customer Success professionals, share experiences, and build a supportive network within the EMEA region.Who Should Attend?This hands-on workshop is int

Hey CS Community,We’re thrilled to invite you to a groundbreaking event that’s all about empowering your Customer Success teams with smart, sustainable strategies—Digital Success Unplugged. Set for a half-day of virtual learning and networking, this event is designed to fuel your customers' success without your teams' burnout.Why Attend?  Digital Playbooks Unlocked: Learn from the best as top CS leaders share their secret sauces for digital-first success. Actionable Strategy Sessions: Walk away with strategies you can implement immediately—no fluff, just the stuff that works. Exclusive Fireside Chats: Get up close with CS legends discussing the real tactics that have transformed their teams and operations. Elite Networking: Connect with peers and leaders to expand your knowledge and your network. Event Details:  Date: October 16th, 2024  Time: 8am PT - 12:15pm PT Register for free here: Digital Success Unplugged Who will be there with me and what are you looking forward to learning abo

Hi Admins! This post shows you how to insert tokens inside the URL. It is super simple to implement and it is very helpful since this use case is very common where Admins want to embed the URLs that are customer specific. I am here showing the use case where I have configured a email for CSM to notify them when Sentiment score drops/changes. In the email template, I want to embed the link which navigates to the respective account’s C360 page. The first part of C360 page URL remains consistent and last part of URL keeps changing with respect to account.  In the email template, click on the insert link so that you can place the URL towhich you want to navigate.  The new pop-up window appears where you insert the token within in URL. As the Account Id as I highlighted keeps changing I am tokenzing that. We can map the token to any fields in “Edit token Propoerties” section, here I am mapping the Account→ Id from Account object.  Here is how it looks after I tokenise the URL: Hope this hel

In my session, we're going to unpack the concept of Product Maturity and learn how its different from the metrics we usually rely on. I'll explain how PMM doesn't just measure usage, but transforms it into a collaborative roadmap that we and our customers can follow together.  I'll show the deep insights we can gain and how they influence our strategies.  And that’s just the tip of the ice berg.My session might be a rock opera...trying to figure out how to get the band from Oregon to Amsterdam… 🤔