Share and Learn Best Practices

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.

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

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

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 fi

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!

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

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 seamle