Share and Learn Best Practices

Hello Gamechangers - With Pulse Europe just a few days away, I am honored and excited to share that I'll be speaking at the event this year 🙂Join me as I take you through 2 of my favorite topics - Customer Success and Community 🚀 Session topic: Leveraging Community To Scale Yourself: An Actionable GuideI will be sharing real life case studies from my own life as CSM @ Gainsight showcasing how to1️⃣ leverage community as a key element of the overall customer engagement strategy2️⃣ scale yourself to become a more effective CSM / contributor to your organization and 3️⃣ create advocates along the way earlier in the customer journey.  Session Details:🗓️ Date - Nov 15, Wednesday⏱️ 14:00 - 14:40 CET 📍 Flight Deck Room @ Passenger Terminal AmsterdamLooking forward to seeing you there!

Hi everyone! I shared this with a group today, and they thought it was helpful, so figured I’d share here as well. Our discussion was centered around how to get new processes off the ground when working around red tape or multiple stakeholders needing to provide input or approval. To circumvent this issue, I created this spec template that I use for our team to create a build plan. This means that when we do meet to get approval or to ideate, we already have a clear picture of what needs to be done and have a fast time to approval. The flow for us is as follows:Requester fills out the request portion of this template (if there isn’t a person raising the request, you could use this section for ideation or the broad workflow/problem statement that is easier to digest for a broad group and not just Gainsight admins) CS Ops fills out the build plan: this is where I go in and fill out everything I will need to do to uplift the idea in Gainsight. This helps our leadership team understand all

Whether you are beginning your journey to establishing Digital Customer Success (Digital CS) within your organization, or have been executing upon Digital CS for some time now, it’s important to understand how to effectively measure success with the digital motions you and your team create. At Gainsight, we take great pride in not only our Digital CS motions, but the results we measure. So much so, that we often share them publicly at our Pulse conferences to help provide confidence to take the leap into the world of digital cs, and inspiration on what to do next. Much alike our dedicated customer success teams, we look to leading and lagging indicators to help us measure our efficacy. The key difference however, is that these indicators carry a priority toward data points available to us, and are repeatedly measurable in an automated fashion. Here are just some of the leading and lagging indicators we measure by: You may look at the list of indicators above with some confusion and cur

When I first heard that Gainsight acquired inSided, a market leader in Customer Communities, I took a moment to think about the bigger picture. Having worked at an organization that leveraged both the power of Gainsight and inSided, I knew just how valuable this acquisition could be. Your customer community, after all, should be a vital tool leveraged by all customer-facing teams, at every part of the customer journey. With the power to provide customers with a safe space to ask questions, log feature requests, and view recent and upcoming changes to your product. When you think about your customer community, you may wonder how exactly it fits into the full customer journey, from pre-sales through to renewal and growth. Your customer community holds its unique place in each of these stages. For example:   Pre-Sales Onboarding Adoption Nurturing Renewal/ Growth Loyalty Objective Use content & advocacy to convert new custome

Hi,If you are attending Pulse Europe 2023 and have questions about Gainsight Technology, you can book in a complimentary session during the breaks! If you are a current customer, you might not be sure whether you're making the most of Gainsight’s capabilities or prepared for the next feature launch and adoption.If you are purchasing Gainsight, you might be looking for some best practice roll-out advice to see that ROI asap. No question is too big or too small for a former EMEA Gainsight Senior Solutions Architect!https://calendly.com/auste-gschat/15mins-free-gs-consultationLooking forward to connecting with you!Best,Auste Foster 

I am very excited to join the Pulse 2023 conference as a presenter.I have been carefully crafting my message to make sure it includes just the right amount of strategy information and quantifiable results, along with a bit of storytelling and truth sharing. (My cat ChaCha has also been working hard on it, as you can see in the picture. She is a graphics expert! 😉) If you are interested in learning more about how to add personalization at scale using Gainsight CS, plan to join my session! 😃Few things i’ll be touching upon:How do you decide what projects get your attention in the first year? CS Automation can help you deliver an elevated experience for learners with usage data. Using CS relationships to push expand what is possible with CS. Tangible return on investment in your first year. Track: Getting Started Fast with CS track. Session: Superior Personalized Learner Experience at Scale

Dear Community,I am thrilled to announce that I will speak about SAP Signavio’s Digital Customer Journey and to present how we have built a team of 12 Virtual CS professionals focussing on our tech touch customer base at SAP Signavio. On top of that I will show you our approach to reduce time-to-value with on-demand access to self-serve resources, compelling content, and more. About me:I am leading the Virtual Customer Success team at SAP Signavio. We have built our team from one Virtual CS professional to 12 globally within 2 years, which was quite a ride, but definitely worth it.I am looking forward to connecting 🙂

If you're a newcomer in the field looking to unlock the secrets of success, or striving to rally your leadership team behind a game-changing Customer Success solution like Gainsight, this is your golden ticket! 🎫Prepare to be transported into the heart of the action, as this presentation is catered exclusively to those just starting out on their Customer Success adventure. Unearth invaluable strategies, delve into gripping first-hand experiences, and gain actionable insights that will supercharge your path to becoming a Customer Success superstar. ⭐️Be the ultimate champion for Gainsight within your organisation – this presentation is your gateway to an epic transformation in the world of Customer Success! 🎉Join me (a former customer & now CSM at Gainsight) where I’ll be sharing: -✅ What it’s like to be the first Customer Success Manager within an organisation.✅ How to raise your profile and advocate for Customer Success internally and cross-functionally.✅ Top tips for getting st

Hi Gainsight community - first post for me.I would like to ask a generic question on Customer Success (are more genetically on Customer Experience).Any software company receives questions of different types in its support channel - in our case at OutSystems e receive lots of “How To” questions that are not product issues. These are questions relate with best practices of how to use the product or simply “request for help” to understand why the customer implementation is not working as expected (troubleshooting). My question is - how do you deal with these Q&A coming via the support channel in your companies?I see a few options:have the support team answering these HowTo questions (it’s included in Support) Have the CS team answering these questions in a pooled capacity(handover from CS to Support) Have a professional services and digital offer to cover for this Q&A - only paying customers will get answers to HowTo questionsWhat do your teams do to deal with this constant stream

'Ever wondered how to supercharge your Customer Success team with automation through Gainsight? Look no further! ? Join us for an eye-opening journey as Moveworks reveals how they saved over 4,000 hours in just 6 months by seamlessly integrating AI, automation, and Gainsight. ? Key Achievements:3x improvement in Joint Success Plan throughput. Saving over 4,000 total CSM hours, making every minute count. Automatically summarized 4,800+ calls for actionable insights. Sent out a whopping 2,000+ emails with precision and ease. Generated 1,200+ decks at the touch of a button. Witnessed a stellar 32% increase in ARR managed by CSMs since kicking off these efficiency initiatives. This incredible journey is your gateway to redefining the future of customer success! ? ?️ Save the Date: September 28, 8 AM PST/11 AM EST. ? Register Here  Don''t miss out on this opportunity to unleash the power of Automation with Gainsight. —see you there! '

 Executive Business Reviews (Part 1) - Make Them Taste Good  I was fortunate enough to recently attend one of our amazing corporate hospitality events that Gainsight hosted for Customer Success Leaders in London, where they were taught how to make delicious hand-made pasta from scratch.As the chef was guiding us on what to do, it got me thinking. Customer Success is a lot like cooking. You need to have all the right ‘ingredients’, such as a robust Success Plan, strong Stakeholder Alignment and visibility into Customer Health. However, it is the Customer Success Manager (i.e. the chef) that makes the magic happen (or, using my analogy, the food taste good). Keeping with the above theme, If you've ever read the “The Customer Success Professional's Handbook” (Chapter 8 - Section 6), then you will recognise the analogy of treating a Quarterly / Executive Business Review, like a meal. Once again, it needs all the right ingredients and you are responsible for preparing them correctly: -There

Inspired by Pulse, I’m revisiting a document I created exactly a year ago but completely overthought so I avoided posting it 😅As a member of Gainsight's Customer Operations team, I've been asked numerous times about how we manage our team's operations, including administering our Gainsight and Zendesk instances, enabling our CSM and Support teammates on internal processes, and implementing strategic programs for our customers. While I’ve had many one-off conversations, I’ve struggled to pull together all of the details to share more holistically. This is me holding myself accountable (hopefully).  I'm planning to write a series of posts that will hopefully provide insights into the key processes that we’ve built at Gainsight that I hope are helpful!Here’s an overview of what I’m planning - what else would you like to see/learn?Sprint Planning: Discover how we allocate our team's time between strategic initiatives and run-the-business operations. I'll share how we use a planning board

Friday CS Analytics day comes early!Benchmarkit executed a large CS Benchmarking study in partnership with Gainsight.  Details below.I was looking into GDR/NDR performance for companies with and without CSMs.  Excited to share there is much better performance (statistically significant) with CSM team.  Discover other insights from The CS Index 2023 for North America. We surveyed over 400 companies about the state of their CS organizations, the metrics they use to measure impact, and the ways they plan to invest in CS and CS Ops in the future. This year we took a heavy look into how Digital CS is being incorporated into strategy and organizations.

I wanted to share some tips on how I go about QAing or testing a Journey Orchestrator program, as it has taken me some time to standardize my processes and identify the “best” way for my org to test our new programs before launching.Design your program as you believe it needs to be designed. Create a Clone of the program and title it TEST - [name of program]. This is the program you will use for testing. *Shorten any conditional wait times, wait timers, and/or reminder times to allow for quicker testing Use CSV import to upload yourself as a participant Set your Uniqueness Criteria so that “Participant with same unique criteria can enter after...” SELECT ALL participant states. This will allow you to test multiple pathways as the same participant. Create a QA checklist so you can test scenarios as you go. Some common checklist items for me include “Sender is sent from Sender Email” … “Email template format looks good” … “Mappings worked as expected” … “Survey link worked” … “Survey pre

Just wrapped up a webinar discussion on CS Compensation trends with Ray Rike from RevOps Squared.Summarized the trends from our 2023 CS Comp Survey Discussed how we’ve seen CS comp plans evolve over the last several years Compared the two ends of the spectrum for comp Variable based on Renewal/expansion performance  Variable based on Outcome (typically an Activity, Indicator, or Result) We had a ton of questions during the session that I wanted to bring to the community.  Dont see you question here? or don’t see an answer?  Create a community post and tag with #compensation! First, a set of questions that are answered in the report - so head here to get it! (https://info.gainsight.com/the-evolution-of-customer-success-report-ebook.html)What is the compensation breakdown for a Director of Customer Success? Are you seeing a trend of variable pay focused on Net Dollar Retention, rather than something like quota commission + churn target MBO?    Where do Directors and Sr Directors fall in

An informal survey of CCOs about CSM compensation gives us some incredible insight into the broad variety of ways that comp has been structured. See attached PDF, linked below.For example:About half of CS teams have some amount of team-performance variable comp Median variable comp is 20%:⬇️ Attached PDF with much more info ⬇️