Share and Learn Best Practices

Hello all!I wanted to pop on here to share that we will be posting the Pulse Europe 2023 on-demand content on to the Pulse Library by Friday, the 1st of December. We will have videos of the Day 1 and Day 2 Keynotes as well as audio recordings of the breakout sessions. If a session had slides, you’ll be able to see a PDF version of those as well.While you wait, don’t forget that you can find the Pulse US content available on the Pulse Library as well! Click here to browse: https://pulselibrary.gainsight.com/If you want to take a stroll down Memory Lane, we have a collection of the 10 years of Pulse Keynotes that can be found here: 

A fabulous event and lovely to meet some friendly faces from the past and make new friends.Congrats to all at Gainsight for putting on a great event and look forward to seeing you all next year….

 Every year at Pulse Europe, we recognise European industry leaders who have made significant contributions to the field of Customer Success (CS), driving innovation and transforming the way businesses engage with their customers.Without further ado, let’s celebrate this year’s Pulse Europe GameChanger Award Winners!  Digital Customer Success Disruptor: SS&C Blue PrismThe Digital Customer Success Disruptor is living proof that we are moving into the next era of Customer Success. These champions of efficiency combine the strengths of digital experiences and human expertise to power healthy customer life cycles at scale. They don’t just think about success for a few customers, they set out to accomplish suc

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 f

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 he

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. 

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

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 de

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.

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

'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.

 Executive Business Reviews (Part 1) - Make Them Taste Good 

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?

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

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” … “Mappi