Share and Learn Best Practices

For Gainsight Administrators attending Pulse 2024 in St. Louis, we're recreating this massively successful event that we’ve hosted the last 2 years! You’ll come away with customized, tactical coaching from an expert admin. Plus, you'll meet fellow admins who you can feel comfortable connecting with in the future. Six experienced admins -- hand-picked members of our current CS Ops Product Council + Alumni -- will each host a roundtable.Each roundtable is limited to five participants so that the conversation can be intimate and in-depth. Registration is required to secure your seat.You can attend just one roundtable. Several will happen during the same lunch block, plus we want to maximize the number of admins who have access to this opportunity.Check out some quotes from participants’ feedback last year!“It was fabulous to be connected to such a smart group. Gunjan did a great job connecting all of our challenges. She gathered info ahead, had us share in person, and kept referring back

Find out how nCloud Integrators Expert Services team worked with apree health to save the company approximately 100 hours per year in Quarterly Business Review (QBR) preparation time and 30 hours per month training new customers in this case study with Joseph Beker, Manager of Customer Success Operations for apree health. https://www.ncloudintegrators.com/projects/apree-health--case-study 

Fetch your planner, because the new attendee guides are here and they're full of secrets—good ones, we promise! Just like picking the perfect outfit for the Spring Fling, selecting the right Pulse sessions can be crucial. These guides will help you navigate the halls of Pulse 2024 with confidence!Can’t wait to see you there!AI & Innovation CSM Excellence CS Operations Product Adoption Community Management Customer Education VP/Executive

What is best practice for collecting NPS from Partners (both implementation and resellers?)  Additionally, how are you gathering feedback from your Partner’s customers that have your products? Thinking it could be helpful to use that for mutual accountability in our partnerships and understanding additional areas where we can support/enable our partners.  Any advice is greatly appreciated!

How do you know if your customer success health scorecard is hitting or missing the mark? Kate Griffin, VP of Professional Services with nCloud Integrators, outlines three steps you can take to evaluate and improve your health score effectiveness. Unlocking Customer Success: Mastering the Art of Health Score Optimization (ncloudintegrators.com)

@shantan_reddy and I led a webinar on how AI and how it's reshaping the way Customer Success Leaders operate every day.Here is the recording of the webinar:  

At Gainsight, we’ve recently been driving the strategy of personalization at scale for our digital customer success motions. Just last week, I had the opportunity to take a deep dive into this topic, sharing some of what we’ve learned as part of a webinar. If you weren't able to join, don't worry - you can check out the recording here. Demystifying PersonalizationBefore I delve into "how", it's important to understand "why" large-scale personalization is critical, and mastering digital customer success requires orchestrating a seamless blend of hyper-personalization, automation, and scalability, all while preserving genuine human connections. We often refer of these moments of connection as "off-ramps" – a chance for customers to interact with us directly, even in a scaled environment. Lessons from the Titans of the B2C WorldWe’ve been drawing knowledge and inspiration from B2C giants like Amazon, Netflix, Spotify, and YouTube. Their approach to unlocking the puzzle of successful perso

I’m seeing more and more organizations put the importance on digital led segmentation as they go into the end of the year. It is important to focus on digital led strategy to plan for durable growth over the next few years. The question I’m seeing get raised is “How do we transition customers into a digital led/digital first program?” This question is one I faced last  year as we were building out our segmentation. The hard part was I couldn’t find many resources on how to do this. However, I did have some great conversations with people at organizations who had to make changes to customer engagement models (high touch to mid touch, changing CSMs). We took some of these best practices and applied them to our approach. Determining when to transition customersThere are three ways we identified when customers should move engagement models:Evaluate their current engagement - Look back at the data you have. Which customers meet the criteria for the new engagement model you are moving them t

What happened to the Pulse Pals information on the website? It’s supposed to be available through Feb 18th but now I can’t find the information anymore.

Advanced JO hack (if you want to use a conditional wait step before a program action) for anyone who hasn’t experimented with it: Running a “no action” API call on the recipient’s email address is a (wonky) way to get that new dynamic JO evaluate step between when the audience is brought in and when the first email is sent. I’ve done some CSV testing (sent to myself), and the logic checks out. Hope this helps anyone who’s waiting for the new dynamic JO to get a bit more mature before adopting it! Some screenshots for illustration ⬇ JO configuration Overview of the program logic ​​​​API configuration (mapping email to the recipient email) External Action - Custom Connector configuration Payload configuration (email)Headers configuration (will need your tenant ID and shared secret)Fields configuration (email string) 

The customer cheat sheet is the first of the many Generative AI capabilities that Gainsight plans to deliver over the next few months. As you leverage and enable your users on Cheat Sheet, here are a few things to consider:Value:Executive summary on what’s going with the account: If you are an exec, and If I were to ask you what are your top pet peeves, chances are that I will hear about those last minute customer meetings where you don’t get enough prep or the meeting prep is inconsistent across different teams and individuals. And if you are a CSM or any customer facing team member, you probably do not enjoy writing and briefing your executives for those customer meetings which sometimes takes hours. What customer cheat sheet would provide is an instant, high quality summary that leverages Generative AI to create customer summary from  unstructured and structured data including meeting notes in a quick digestible format. This summary also leverages RLHF (Reinforcement Learning from H

To operationalize and connect outcomes, a structured approach is essential and helps focus your efforts from sheer activity to strategic value creation. In this blog article, Kate Griffin, VP of Professional Services for nCloud Integrators, discusses a framework for operationalizing your Customer Success (CS) outcomes and 4 essential principles that can help you unlock the full potential of your CS efforts. Read the article here: Maximizing Value: A Guide To Operationalizing Your CS Outcomes (ncloudintegrators.com) 

What’s a good CSM to Account Ratio? What about Avg. ARR per CSM? How does NRR & GRR compare in the segment we operate? How do we benchmark ourselves against our peers for these types of performance metrics?These are some of the typical questions that come up across our customer base and across the market. However, finding reliable sources that consolidate post-sale KPIs for comparison with peers in your segment is challenging, if not impossible. The problem further deepens, as these metrics are constantly changing as companies mature and develop Scaled & Digital CS approaches.Don’t worry, It’s going to be a problem of the past with the arrival of Gainsight’s new Benchmarks tool.Gainsight Benchmarks will help companies identify areas of strength and opportunity across 8 post-sale KPIs. You can analyze KPIs with interactive visualizations and filters to narrow down the metrics to the segment you belong to.Get Started with Gainsight Benchmarks with three simple steps!1.  Log into

I’m excited to be hosting a webinar that has been a popular one amongst customers that I’ve done it 1:1 with, so I thought I’d try it as a webinar. Join me for a session on how I leverage Gainsight on a daily basis to manage my team, and how you can also supercharge your use of Gainsight to get meaningful insights that help drive proactive actions to achieve stellar customer outcomes! 📅 Date: Wednesday, January 31, 2024🕒 Time: 1pm CT📍 Where: Register Here 🚀 Webinar Highlights:Manage your team and customers efficiently using Gainsight. Identify missing processes and reports in your operating rhythm. Establish clear expectations for your team to drive proactive actions. Let me know in the comments below if there is anything in particular that you’re looking forward to hearing about in this session, or if you’re doing anything in particular today to manager your team that is working especially well that everyone should know about! 

If you missed our webinar on January 31 on A Day in the life of a CSM Manager - Mastering Gainsight for Effective Customer Success Management hosted by Nick Morris, Manager, Customer Success, Gainsight. You can find the recording and a copy of the slides below.During this webinar we discussed:Manage your team and customers efficiently using Gainsight. Identify missing processes and reports in your operating rhythm. Establish clear expectations for your team to drive proactive actions👉🏼Slides 

What are your top 3-5 metrics for measuring Customer Health?We don’t use Gainsight CS yet (hopefully down the road). We’re just getting our feet under us in a reorganized/refocused CX org under a new Chief Customer Officer. Our historical way of measure customer health relies on a lot of subjective data and qualitative inputs. We’re looking to switch to tangible, quantitative metrics that remove subjectivity. Customer Health will be one side of the coin, sentiment (NPS) will be the other.Industry: B2B SaaSSaaS: app-building platform 

Yes, you read it correctly – we achieved an astonishing 400% increase in webinar registrations! Setting the StageIn the realm of webinars, it's easy to find solace in routine – the same emails, in-app banners, and messages sent uniformly to all our customers. However, true progress arises from challenging the norm. That's precisely what unfolded in our latest webinar. The Power of PersonalizationHypothesis: Personalizing messaging based on the customer's role will significantly enhance registrations and attendance.It may sound straightforward, but the impact was extraordinary. We set out on a mission to test the transformative power of personalized communication.The ExperimentWe decided to shake things up by crafting two versions of every email, in-app engagement, and every piece of communication. The personalized version was tailored to the unique roles of our diverse customer base. Then, with bated breath, we hit send. Unveiling the ResultsThe outcome was nothing short of spectacular

Re:  I’m planning to submit a few proposals on my successes and lessons learned, but would love to tailor those to any particular topics of interest CC customers want to hear about.