Share and Learn Best Practices

Another Pulse means a new crop of GameChanger award winners. Recognizing innovation and leadership in the customer success industry is one of our favorite parts of the entire event. This year, the winners truly inspired us and we are so excited to celebrate their achievements. Without further ado, here are the 2024 GameChanger Award Winners!  The Architect: Lucid SoftwareThe first award is The Architect, a company that goes above and beyond to build a thriving customer community. This company knows the power of engagement and loyalty when it comes to retention and growth. This year, The Architect award goes to Lucid Software. Lucid has had an active community for over 10 years, and they were ready to take that community to the next level by using Gainsight to drive customer engagement and peer support. Lucid wanted to incentivize peer-to-peer support using points, badges, and groups, as well as centralize product feedback to help users more easily share their ideas with Lucid’s develop

WOW! This year was my third Pulse US, and every year I am amazed by what an incredible event this is. The people, the power of being together, and the amazing conversations and genuine engagement everyone has each year is so, so special.  What was MOST special this year was Gainsight’s unveiling of our Human-First AI Playbook, and some of the ways AI can support teams and customers to improve workflows and drive new customer value.  Nick Mehta (CEO) and Chuck Ganapathi (our new President & COO) shared some really critical insights on the main stage around how human-first AI will drive more proactive insights to customer risks, remove the manual admin tasks from CSM plates, and make self-service a personalized and value-add experience for customers. And our product team knocked it out of the park with demos of future AI features Gainsight is hard at work on, to help deliver on this playbook. If you couldn’t attend Pulse live and are feeling the FOMO, check out a few short videos of

We completed our second Healthcare Brain Trust marking our half way point of this four part series. As a reminder, our Healthcare Brain Trust series brings together healthcare tech’s finest with the goal to tackle common challenges and brainstorm solutions around Customer Health in a collaborative environment. Insights and takeaways from our discussion:  Selecting Effective Metrics: Identifying the right metrics for health scorecards is crucial. The group shared challenges in choosing metrics that accurately reflect customer health and discussed the potential of AI to aid in correlation analysis, helping to pinpoint the most predictive indicators of customer success. We discussed Gainsight’s AI Scorecard that offers Admins assistance in Scorecard configuration recommendations to improve the accuracy and effectiveness of your scorecards.  Managing CTA Fatigue: We had a discussion around managing CTA fatigue especially when triggering automated CTA based on the Customer Health Scor

Change can be daunting. It disrupts the familiar, introduces uncertainty and is often met with resistance. In this blog article, Grace Tester discusses the four crucial elements team leaders need to include in an effective strategy when planning, communicating, and implementing change within an organization. A Guide to Change Management: The 4 "Ts" of Training and Enablement (ncloudintegrators.com) 

Join me tomorrow to find what Ryan Gosling and CSQLs have in common during my session “How to Tap Into Your CSMs’ Natural Ability to Drive New Revenue Streams”.  You’ll leave knowing you have the KENERGY to drive pipeline by leveraging your CSM teams!  

Pulse is here!! I’m in St. Louis and ready to share! Have you read the community post that shows you step by step how to create an actionable process for implementing PX’s product mapper? As Acquia’s Gainsight PX Admin, I’m excited to speak on how this process holds up and helps our Design team measure what matters. Discover actionable takeaways on using the product mapper, dashboard, and analytics features as well as how Acquia is increasing adoption, engagement, and retention of key areas of their DXP by fostering collaboration with product and engineering stakeholders.   Key points: Review Acquia’s process and how it is holding up a year after implementation (especially thanks to the backfill feature) Hear examples on how the product mapper helped Acquia’s product design team influence product roadmap features using adoption metrics Learn how iteration on this process led to improved user engagement across Acquia’s user base for Cloud Platform across a major platform level upgrade.

Hello Gainsight Community! It's Pulse Week 🎉 and we couldn't be more thrilled to share all the incredible insights, innovations, and inspirations coming your way! We know that not everyone can make it to the event in person, but we want to ensure you can still experience the magic of Pulse from wherever you are. That's why we're offering free livestreams of our keynotes—so you won't miss a beat. Day 1 Welcome KeynoteWednesday 5/15 @ 8 AM CTJoin us for the Pulse 2024 opening keynote featuring an inspiring welcome by Gainsight CEO, Nick Mehta, and President & COO, Chuck Ganapathi. In a time where challenges loom large, we confront the realities of today's business landscape with an exciting new playbook to tackle and embrace AI.This year, we are thrilled to include the Gainsight Product team who will unveil exciting AI innovations. These cutting-edge advancements are designed to help people be more efficient and proactive in their jobs, transforming how work is done.We'll explore th

I am so excited to be presenting at Pulse this year in St Louis along side Erica Kennedy, CSM at CVENT. Please join us on Wednesday May 15th at 11:15am CST for our session on Success Planning and Verified Outcomes. This session is designed to be your gateway to understanding how to implement success plans in your organization to help customers achieve their desired outcomes. We’ll discuss how Gainsight developed our Prescriptive Value Realization Program and you’ll hear from Erica on how CVENT uses Success Plans. In this session, you can expect to learn:Why Value Realization Drives Outcomes- Strategies for driving progress towards customer goal Shared Framework- Understand the key components of a value realization framework  Verified Outcomes-How organizations can measure and show tangible results that successful outcomes have been achieved Common Use Cases and real examples Erica CSM at CVENTLook forward to seeing you in St Louis!Nicole  

I’m excited to deliver my workshop Wednesday morning (Track 9) to share how Radically Authentic Discovery turns your customer conversations into goldmines for identifying hidden opportunities - or risks - using AI.Here’s the scoop:The typical CS "check the box" meeting, including many QBRs, doesn't give customers the space to engage on what's most important to them. So we're missing the golden opportunity to uncover critical insights on their top priorities, challenges, and outcomes. Unfortunately that also means we're not giving our AI tools the richest possible data set to produce game-changing insights across the customer base, like more accurate churn risk and drivers and customer health scores - and product innovations, product-market fit, and competitive landscape,  In this immersive workshop, I’ll share an actual customer conversation so you can:Witness how much the customer opens up about their strategic priorities and the competitive landscape. Test your listening skills as yo

Kat Kenny and I will be sharing what we do here at Gainsight to stay closely connected and collaborating between CS and Product.  And, of course, we’ll sprinkle in some of how we leverage Gainsight products to do that.  We won’t only talk about our products I promise!  We’ll cover our processes, learnings and ways we continue to evolve that partnership 

Hi there — I’m Brian 👋  Many companies have communities and education, but they often sit in siloes, the customer experience is disjointed, and outcomes are diluted as a result. Join me on Thursday 5/16 at 11:00 AM on Level 2 in Room 264. I’ll share my philosophy for fully-integrated community and learning, share real-world examples, and help you begin to tell the story internally at your organization to gain the momentum, buy-in, and investments required for success.You’ll walk away:1. Knowing how to drive better Digital CS outcomes for customers, your teams, and the business2. With clear examples and details on how the best companies in the world do this today3. Knowing how to measure the ROI of these efforts and craft compelling narratives for execs Can’t make it or want to pre-read the slides? Visit brianoblinger.com/slides to get them for free.

Hello Pulse Community! 👋Everyone at Tingono is thrilled to join you all in St. Louis for the Pulse 2024.A little introduction of who we are: Tingono makes it effortless to maximize your NRR.Our cutting-edge AI engine plugs into your existing platforms (e.g. Gainsight, SFDC), predicts top upsell opportunities and churn risks, and leverages AI agents to automatically execute recommended actions.With Tingono on your side, concerns about surprise churn, missed expansion goals or proving your quantifiable your impact on revenue become things of past.We are at Booth #B4, please stop by if you would like to learn more.Looking forward to connecting and seeing you at the conference!- Parry Bedi, Co-Founder | CEO

Pulse 2024 will be a hub for networking, with a variety of sessions designed to connect attendees with shared interests and professional pursuits. To help you navigate these opportunities, we've organized the networking events into sessions happening on both days, as well as exclusive events for each day.Plan your Pulse visit by adding these networking sessions to your agenda. You can find additional details on the event app or our web agenda. Simply select “Tag” > “Networking” to see all of the options!  Sessions Happening Both DaysThese sessions are scheduled for both May 15th and May 16th, offering flexible options to engage: Breakfast of Champions: Powering Community Professionals Time: 8:00 AM - 9:00 AM CT Location: Study Hall, Expo Hall Start your day with insights into the future of customer communities and advocacy while enjoying breakfast with peers and our friends at Champion.   CS Ops Roundtable Breakfast Time: 8:00 AM - 9:00 AM CT Location: CS Ops Clubhouse, Room 2

We recently hosted the first of our four part Healthcare Brain Trust series bringing together healthcare tech’s finest with the goal to tackle common challenges and brainstorm solutions around Customer Health in a collaborative environment.  Key Themes included: ✍🏻 The importance of understanding and implementing effective customer health scores and the challenges and opportunities associated with data sensitivity and privacy.  🙌🏼 We also explored the value of having clear definitions for metrics that resonate across different departments to ensure a cohesive strategy. 💪🏼 We discussed the ongoing need to adapt and refine health scores based on actual customer experiences and the potential benefits of segmenting these scores according to customer maturity and product lines.  I look forward to continuing our discussion on May 21st and going through some practical applications, as well as tackling some of the challenges we identified.  

I’ve recently taken on our NPS program.From my research, the practice seems to be pretty standard: Quarterly, Semi-Annual, or Annual Surveys In platform and/or via email  Short surveys Rating scales Open text box for comments Maybe 1-2 other questions, usually Which areas drove their score Which areas most need to be improved Follow up with Detractors Is there anything innovative or best practice beyond the core approach that you do or have seen done? (Caveat: We’re only a CC customer so far, not PX or CS, so looking for programatic tactics, not Gainsight-specific features. Though any helpful GS features could help us map a path to those other solutions)

Misconceptions about customer-centric collaborations are OUT (but the 80s are still in baby🕺🏻).Join me, Carol Keyes, and Victoria Barry at Gainsight Pulse as they walk you through how to unlock success that is customer-centric. Not sales-centric, not marketing-centric, not even product-centric!  ⚡️Here's what you can expect⚡️:• Learn about proven, data-driven collaborative strategies• Encounter real-world examples of Gainsight programs that impacted customer outcomes• Find the customer data that actually matters to your customer and not vanity metrics• Discovering how to get everyone on board with risk management I am totally stoked to be a part of this amazing team and share some of our success with the industry we love!  See ya there!View Original LinkedIn Post  

 Are Your Executive Business Reviews Feeling 'Meh' Than 'Wow'? If traditional EBRs leave you wanting more, join me in St. Louis where we'll redefine what success looks like in these crucial meetings. Welcome to the new era of Executive Business Reviews (EBRs) that actually deliver!Why You Should Attend:To rethink your current EBR format so you can overcome the common challenges with EBRs today To scale your prep and execution of EBRs and make it countIt's time for a change! We’ll tackle actionable ways to craft efficient EBRs that are impactful while fostering trust and collaboration and building stronger customer relationships. Join me to reimagine EBRs as a catalyst for growth in your organization.📅 Mark your calendar!Title: Reimagine Your EBRs: Maximize Value and Efficiency Track 4: Must-Have Skills for High Performing CSMs Date / Time: Wednesday, May 15th at 2:00pm - 2:45pm See you at #Pulse2024!

Find out at our upcoming session at #Pulse2024!  I’m excited to take the stage with @bradybluhm to share insights on Future Proofing your CS Career: The Essential AI Skill Set and Toolkit You Need. Whether  you’re a veteran in the field or eager to learn about the integration of AI in Customer Success, this session has something for everyone. Dive into: Real-world AI applications that you can leverage in Customer Success today! Strategies to harness AI to save you time, analyze vast amounts of customer data for insights and even deepen customer engagement with more effective communication. Join me to discover how these elements intertwine to revolutionize our approach to Customer Success. Session Info:Title: Future Proof Your CS Career: The AI Skill Set and Toolkit You Need Track 4: Must-Have Skills for High Performing CSMs Date / Time: Thursday, May 16th at 3:45pm - 4:30pm 

 Compensation data has not existed specifically for Customer Success Operations. In January 2022, Gainsight and the customer-run Gainsight Global Admins community collaborated to gather the first set of benchmarks.Our anonymous survey received 296 responses. Gainsight customers likely represent a significant portion, but the survey was also publicized broadly. Responses were encouraged from all types of CS Ops professionals.See the ResultsPDF attached belowReactions? Questions? Post them below!

Back at Pulse 2024 by popular demand….it’s the Global Gainsight Admin “Happiest Hours” IRL meetup.If you’re in CS Ops, are a Gainsight Administrator, or want to hang out with the rock stars who are making it happen, you’re invited.Wednesday May 15 7:30 pm to 9:30pm CDTJust like the GameChanger and Slack communities in which many of us gather virtually, we're a little bit renegade combined with a whole lot of helpfulness, support, encouragement and laughter. So please join us in this amazing moment once a year where we can forego the screens and be a living, in-person community.Plus, there’s the group picture. Go down in history as having been there.For more details, and to RSVP, click this link.  

Gainsight is excited to announce the upcoming release of our 5th book published with Wiley. Authored by Nick Mehta and Kellie Capote, this latest title provides a deep dive into Digital Customer Success.  The book includes incredible contributions from across the customer success industry—many of whom you can find here in the GameChanger Community! Whether you’re a budding CSM or a seasoned executive, this book is crafted to empower you with the knowledge to lead and innovate in Customer Success.Available for pre-order now through online retailers like Amazon, Barnes & Noble and Target. Digital Customer Success is packed full of guidance on digital-led CS strategies, including: Strategic Digital Transformation:  How to scale your operations while enhancing customer experience using automated systems that maintain a human-first approach. Digital Customer Success Roadmap: Insights on moving from a tech-touch approach to a more robust digital customer success strategy that benefits al

Thank you all for those who attended our webinar  “Nurturing Your Health Score Toward Victory” this week! Our recording can be found below, along with a copy of our deck attached.Recognizing making revisions to your scorecard is a journey, we walked through some foundational best practice components, the path of maturity, and a walkthrough of the analysis my colleague Mark employs here at Gainsight.Key takeaways:Incorporate Customer Outcomes and Experience into your scorecard: track outcomes using the DEAR framework, and track experience using listening posts such as surveys and sentiment. CSMs who embrace Health Scores find their work simpler and more effective. Health Scores are not just about indicating job performance but about driving strategies to improve customer relationships. The evolution involves continuous improvement, starting simple, and gradually automating processes. Deciding on outcomes, communicating across the organization, and consistent tracking are key. Promoting