Share and Learn Best Practices

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.

Interested in speaking at Pulse 2024 in St. Louis?Be sure to submit your nomination below through January 26 for consideration!  

Hallöchen, fellow enthusiasts of the digital age :) I’m thrilled to announce that I’ll be on stage at Pulse EU 2023.In today’s resource limited and data overloaded world, mastering the art of digital customer engagement is the key to treat all your customer like top-tiers. My talk is your exclusive ticket to learn how we at SAP Signavio created our digital customer journey. Why You Should Join: Insider Insights: I’ll be sharing our resources and templates, leaving you with actionable strategies to leverage your digital customer journey. Scalability made easy: You will learn that Gainsight can act as perfect base to create meaningful digital experiences. Learn & Failure: To give you a smooth start I will share learnings & failures with you faced within the last three years.  Save the Date: Wednesday, 15/11 at 10:50 @Support Module RoomStay tuned for more sneak peeks, downloadable templates, and compelling content during my talk.See you at the session!! [Register here: Scalabilit

Are you tired of routine customer calls that seem to lead nowhere and lack the excitement of generating real value? Are you looking to transform these interactions into meaningful opportunities to establish yourself as a trusted strategic consultant in the eyes of your clients? If so, you won't want to miss my session below: 🚀 Event Details: Pulse Europe, Amsterdam📅 Date: 15th November, 202🕒 Time: 11:50 - 12:30 📍 Location: Passenger Terminal Amsterdam  In this insightful session, I will delve into the strategies and methods that will empower you to turn every customer call into an opportunity to make a lasting impact. Here's what you can expect to gain: ✅ Key Insights: Discover the essential insights to effectively prepare for each customer interaction, ensuring that you're ready to provide value every time.✅ Strategic Consultation: Learn how to position yourself as a strategic consultant in the eyes of your clients, earning their trust and becoming an indispensable partner in thei

Joining you LIVE at Pulse in Amsterdam in 2 weeks to dive into a session on Cross-Sell, Up-Sell: Yes, It’s Always Your Job. This topic in particular scares the bejesus out of even the most seasoned CSMs 😮 but I am here to tell you have no fear. Yes you CAN remain a trusted advisor while also helping your customers solve more problems and assuring your Customer Success organization shows a clear line to revenue attribution.After this session the only thing you really should be scared of is not evolving your CS organization from a cost center to a revenue driver. Growth from existing customers is the key to making both your CS org and company more durable and sustainable in the long run. You will leave this session with an understanding of: Why CS needs to make the shift to driving revenue, how we got here and most importantly why now How to structure and operationalize a cross-sell/up-sell motion within your teams What you can do right away to make this a realitySee you all soon!  

Over the last year, customer success has seen some serious changes, in tech and SaaS. With the ever changing market teams have had to switch up their game & recalibrate their strategies – it's all about being one step ahead.Customer Success folks are now like tech-savvy detectives, using data to cook up personalized solutions and building rock-solid relationships.Join me on Wednesday November 29th at 1pm est as I’ll be hosting a session that details how I use Gainsight to manage by book of business as an Enterprise CSM tackling unexpected hiccups head-on and setting the stage for future wins.How to jump in: Registration Info BelowMastering ROI: A Day in the Life of a Customer Success ManagerWhat to ExpectInsights- Dive deep into the day to day of a Gainsight Customer Success Manager & learn how to create efficiencies using Gainsight ROI Unveiled- Learn the proactive strategies you can employ to show strategic value to your customers Ask Anything-Got burning questions? Ask away!

A big thank you to everybody who attended our recent CSM roundtable on Transitioning from Reactive to Proactive Risk Management where we did a quick review of this No Surprises - How CS Can Minimize Your Risk and discussed Risk Management strategies from the lens of the CSM. Whether you made it to the event or not, we’d love to continue the conversation here and collect your feedback on any topics for us to incorporate into future CSM Roundtable sessions.  Feel free to add any burning questions/thoughts/ideas here for us to answer!  You can find the recording here, and the discussion slides are attached.  Thanks!

Whenever we are in a position of having to “influence and adapt” someone’s behavior, you are in the business of practicing Change Management techniques, especially when it comes to doing it professionally in your team, department, or organization. There’s usually a need to alter the status quo, a vision and a sponsor, a strategy to inform the rest of the affected people and train them to perform at their best abilities in the new expected “way of working”, while fostering a climate where they could thrive and achieve milestone after milestone. So what is Change Management? Most of the time it’s used as a buzzword to describe an indefinite set of actions and processes that, together, should create the perfect recipe for success. How I see it, it is the simplest way to lead, in a human-first manner, a group of people from scenario A to B. So let’s set our scenarios: Scenario A is when, for example, you are working as a CS Lead or a CS Ops Lead for your SaaS company, which has just signed

Exciting news everyone! The recordings from Pulse Europe 2023 are now available on the Pulse Library. 🎉 We have video recordings from the morning keynotes on Day 1 and Day 2. We have audio recordings of every breakout. For each session, there’s a button to download a PDF of the corresponding slides just below the session’s title.Visit this page and then click into each track “tile” to see the collection of corresponding sessions. We do not have advanced search capabilities yet, however, you can search the web agenda here to see which session corresponds to which track.Happy listening and watching! 

Huhu! Happy to share that I’m going to be sharing how we at SAP Signavio built a program to identify Advocates and References within our customer base!  Discover how a structured reference program can build credibility and trust among potential and current clients by strategically collecting, organizing, and utilizing customer references.On the session I’ll shareour main pain points how we started with a program how we incentivise both Customers and CSMs how we use Gainsight for management and collaborationExcited to see all of you at #Pulse2023 

Hi all, Excited to be one of the speakers at Pulse 2023 in Amsterdam. Very passionate about CS Ops and I will be talking about moving customer success team from outdated tool to Gainsight Essential Plus. Looking forward to seeing you all there. 

Missed the webinar on Mastering ROI: Day in the Life of a CSM” for an inside look at how Gainsight CSMs are redefining customer success through data-driven, prescriptive approaches that not only foster customer loyalty but also drive ROI while effectively mitigating risks.You’re in luck! You can find the recording and slides below. If you have any questions, please thread them below!Here is the recording from the webinar and the deck is attached!  

In the realm of digital customer success, having the right tools at your disposal can be a game-changer. These tools can help empower you to navigate customer engagement and satisfaction seamlessly. At Gainsight, our journey in crafting exceptional customer experiences has unveiled a toolkit with invaluable resources. Here, we unveil our top 5 tools to elevate your digital customer success journey. 1. Gainsight Customer Success Platform: Your Command CenterAt the heart of our arsenal lies the Gainsight CS Platform—an all-encompassing hub tailored to orchestrate and streamline customer success operations. This platform acts as our command center, offering a panoramic view of customer data, health scores, and engagement metrics. It empowers our teams to proactively identify risks, and opportunities, and personalize customer interactions for maximum impact. 2. Gainsight Product Experience: Precision in Product Adoption and Customer VoiceGainsight PX not only enables us to understand user

Hi All,On Wednesday I’ll be speaking at Pulse in Amsterdam🎉Can’t wait to meet a lot of CS & CS people and I hope to get a lot of questions during/ after the presentation to really help you get the most out of the topic: Building an Academy that supercharges your CS team. I’ll share the 8 steps to building an Academy, and will include a few fuck-ups I went through and how to avoid this. An Academy becomes an essential part of your business if it’s well integrated into the CS practices and strategy so I’ll share how we’ve done this as well. Will I see you on Wednesday? 

Hi All! We have developed our Digital Customer Experience program's foundation, ensuring we connect with every new customer for their first year of engagement. Still, I’m curious about what JO strategies you've implemented to engage existing customers who are 1+ years old. We want to create meaningful and intentional content to make customers feel valued throughout the customer journey. 

In a world increasingly driven by technology, data plays a critical role in shaping health signals and driving digital automation within Customer Success. Explore how harnessing the right data:✅ Empowers your business to anticipate customer needs✅ Optimizes service delivery✅ Creates personalized experiences to foster stronger relationships and enhance overall customer well-being Join myself and @Nomi Meijs, Business Operations Manager at Studytube, to discuss insights, strategies, and real-world examples to provide guidance on getting started leveraging data-driven approaches to elevate your CS initiatives into the era of proactive, digitally-driven excellence. 🚀 Event Details: Pulse Europe, Amsterdam📅 Date: 15th November, 2023🕒 Time: 16:10-16:50CET🗣️ Room: Mission Deck Room📍 Location: Passenger Terminal Amsterdam Excited to see you all there! 

I can’t believe it, but this time next week I’ll be sitting in the Passenger Terminal Amsterdam having just presented two (hopefully) amazing sessions at Pulse Europe!   While I’m SO excited to visit Amsterdam for the first time (and take a boat tour of the 165+ canals in the city!), I’m EQUALLY excited to be sharing some really tactical and strategic tidbits on Collaboration for Cohesive Product Experiences and how Gainsight is thinking about and executing on AI with @jake_ellis. See a sneak peak of what I’ll share live below 👇👇👇 Cross-Functional Collaboration for Cohesive Product Experiences Everyone wants to deliver a compelling, cohesive experience for their customers in-product. But, with so many stakeholders, how do you ensure that the experiences you deliver are ACTUALLY cohesive - not only delivered at the right time with the right message but also look and feel the same?In this session, with a slide sneak peek below, we’ll cover the who, what and when of digital in-app prog

Hi Folks. My Name is Mark Deegan and I am the CEO of Wigmore IT Group Before becoming CEO I was a Gainsight Architect With over 4 years of Experience and Over 200 Client Engagements. But my story with Customer Success and AI goes back a lot longer than that. In fact I was first exposed to Customer Success and Artificial Intelligence at the same time at the same company over 7 years ago.Artificial Intelligence is nothing new - But it has become more prevalent - Generative AI was an absolute ATOMIC BOMB when it was launched and the Industry is struggling to keep up - At the same time - Every Organisation worth their salt is trying to leverage AI to drive better outcomes for both their internal processes and their outcomes. I first got exposure to AI working for a Digital Personalisation Company who leveaged AI to deliver personalisation at scale to some of the biggest brands globally, including Emirates, Air New Zealand and Trivago. That customer went from a Startup to a Leader in the Ga

I’m a Gainsight user and leader of an Account Management Team with a focus on sales in particular and am hoping to find someone in a similar position elsewhere to speak with and share some best practice ideas with.Not necessarily only about GS usage, but a chance to learn from each other and grow together over a call or two.Would be great to hear from you if you’re interested in catching up.Rich