Share and Learn Best Practices

Absolutely thrilled to be taking the stage at Pulse 2024 with my colleagues! Pulse was instrumental in our strategies this year, and I am certain that others can learn from our journey!During our session, we will explore how we at SAP Concur have integrated Gainsight throughout our internal ecosystem to either reinforce or reimagine our Client Success Strategy. We’ve used iterative functionality, creative applications, and holistic engagement to keep Gainsight at the nucleus of our operations, fully embracing its potential. This has allowed for the accountability needed to make measurable progress. We used grit when things were challenging, and grace when things got complicated. Luckily, Gainsight was there the whole time helping us create a sustainable future state we’re proud of!Session Info: Title: Grit, Grace, and GainsightTrack 3: Powerful Value Creating Str

On April 23, 2024 Nuria and I co-hosted a Webinar on how we were able to optimize Onboarding by using Gainsight PX and Gainsight CS.Here is the original link to the Webinar:Nuria and I decided to create this post in the Community to address the questions that were raised in the Webinar, but due to time restrictions, we were not able to address. Here is the complete list of questions. We will add the answers shortly.Q: With the risk management workflows, can you add more detail as to what are some of the cracks / gaps customers fall into? And how do you identify those?A: Q: Is this the only onboarding program or do you offer a "white glove" implementation services product as well?  If so, do implemented clients go this onboarding journey also?

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. 

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 o

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

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 s

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 emb

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 for

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 th

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 e

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 Loc

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

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!

 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 Pe

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 D

 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.