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1156 Topics

lane_h
Gainsight Employee: Golden Ruler
lane_hGainsight Employee: Golden Ruler
posted in Deliver Customer Success

Creating Risk Playbooks for Managing Risk

Managing risk within your portfolio is close to, if not, the number one priority for CSMs. Many find themselves hesitant to open risks for their customers because they are concerned it might seem like they aren’t being a successful CSM. However, I would argue that identifying risk in your portfolio and raising it makes you a more successful CSM. As leaders, it is our role to ensure team members have a way to identify risks in their portfolio and share them back with the organization. One of the best ways to do this is to have a Call To Action (CTA) type in Gainsight for Risk.  The good news for you is that “Risk” is an out of the box CTA type in Gainsight. So you are already on your first step there! This allows your team to create CTAs for each risk in their portfolio. Then your leadership team is able to see reports on how many risks are in the customer base (more on this later).  When you’re starting a Risk process, best practice would be to identify 2-3 main risk types. Typically,

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matthew_lind
MVP
10 hours ago
JKucek
Gainsight Employee: Shoshin
JKucekGainsight Employee: Shoshin
posted in Deliver Customer Success

Leveraging Collective Wisdom: Key Insights from Gainsight's Healthcare Brain Trust

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 discussed the ongoing need to adapt and refine health scores based on actual customer experiences and the potential benefits of segmenting these scores according to customer maturity and product lines.  I look forward to continuing our discussion on May 21st and going through some practical applications, as well as tackling some of the challenges we identified.  

0
JKucek
Gainsight Employee: Shoshin
11 hours ago
revathimenon
Gainsight Employee: Golden Ruler
revathimenonGainsight Community Manager
published in All About Pulse

Ready to fire up the stage at Pulse US 2024? Drop Your Session Teaser! 📣"

Hello Pulse family,Celebrating more than ten years of unparalleled insights, innovation, and community, Pulse 2024 is back!Our speakers are crafting something truly extraordinary for their sessions, and what better way to ramp up the excitement than by getting a sneak peek into the incredible insights they’ll share! Call for all speakers to:Register on this community if you don’t have a profile yet. Make sure to jazz up your profile with all your imp details & your favorite headshot. 📸 If you already had an earlier profile you can't remember, let us know at community@gainsight.com and we’ll look it up, and update your email address with the latest. Login and give us a glimpse into your session. We’d love to get a teaser to what we’ll be learning & discussing in your session - this will be equally exciting those who are attending in-person as well as those who can’t. You can do that by starting a new discussion here.For example, this is how @seth intro’d his session last year

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KatLeong
Gainsight Employee: Rookie
16 hours ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
published in All About Pulse

Networking at Pulse 2024 🙋

Here’s your chance to get ahead of the rush and raise your hand to connect with folks in person! People reliably report that the most rewarding part of these two(ish) wild days is the people who they meet. So, post below about your top interests for conversations that you want to have, so that the people who are looking for you can find you!

1409
K
18 hours ago
AdriP
AdriPRegistered User
posted in All About Pulse

Teamwork Triumph Unlocking Success Through Customer Centric-Collaboration Pulse 2024 Teaser (1 of 3)

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!View Original LinkedIn Post  

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revathimenon
Gainsight Employee: Golden Ruler
1 day ago
Amber Caldwell
Shoshin
Amber CaldwellShoshin
posted in All About Pulse

What may seem scarier than sharks? Building a Digital Customer Journey... It's Not! Join me and the CS team from Discovery Education to learn how we conquered this fear.

 Discovery Education  It can be scary trying to build a digital customer journey! At Discovery Education we are no strangers to scary…. think shark week and polar bear field trips. Join me and my DE colleagues to learn how we navigated this challenge. Explore how we used Gainsight to ramp up our automated renewals, drive cross-sell collaboration, and build advocacy in schools and districts.Track 7: Top Methods for Scaling CS Smarter, Not HarderSession: Navigating the Digital Customer Journey: Strategies for Scalability and Personalization. Date: Wednesday, May 15th Time: 3:00 - 3:45 PM    

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S
Gainsight Employee: Rookie
1 day ago
ckeyes_bmc
Shoshin
ckeyes_bmcShoshin
posted in All About Pulse

Team Work Triumph: Unlocking Success Through Customer-Centric Collaboration

 Calling all Customer Success champions! As a Senior Manager of Digital Customer Success within BMC Software, I've seen firsthand how departmental silos can hinder our efforts. Everyone's focused on their own goals, leaving the customer experience fragmented.Here's how a lack of collaboration hurts your customers:Confused by conflicting information from different teams. Stuck in slow-motion resolutions as issues get passed around. Solutions that only address part of the problem, leaving them frustrated. Feeling like they're just a number, not a valued customer.But imagine the possibilities with customer-centric collaboration!Join me and the amazingly brilliant, Victoria Barry at my session at #Pulse24!  We'll equip you with actionable strategies to:Unify the business: Align everyone around the common goal of customer success. Speak the same data language: Use data insights to make informed decisions for your customers. Embrace a customer-centric mindset: Put the customer at the heart o

3
S
Gainsight Employee: Rookie
1 day ago
amasica1217
Shoshin
amasica1217Shoshin
posted in All About Pulse

Can't wait to see y'all at Pulse! Excited to take the stage and talk more about Communities your CSMs can use!!

I am getting so excited that Pulse is just 2 weeks away! I have been attending Pulse for years virtually, but this is my second year attending in person, and as a midwestern gal, I am beyond excited to be able to take the stage in St. Louis. I have helped build multiple customer communities in my career as both an Ops professional and also a CSM, and have been a part of some really incredible communities too. I am pulling together all of my tips and tricks and telling you the insight (both good and bad) on what has helped our communities thrive and fall over the years. I am making sure to help you get tips on how to build a new community, but also how to get your CSMs involved and excited about this opportunity. Can not wait to see you & chat more!

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S
Gainsight Employee: Rookie
1 day ago
kalpanakr
Gainsight Employee: Shoshin
kalpanakrGainsight Employee: Shoshin
posted in All About Pulse

Breathe New Life into EBRs and Unlock Efficiency and Value!

 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 Performing CSMs Date / Time: Wednesday, May 15th at 2:00pm - 2:45pm See you at #Pulse2024!

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revathimenon
Gainsight Employee: Golden Ruler
2 days ago
JKucek
Gainsight Employee: Shoshin
JKucekGainsight Employee: Shoshin
posted in All About Pulse

What do AI, Customer Success and Gainsight all have in common?

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 Date / Time: Thursday, May 16th at 3:45pm - 4:30pm 

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revathimenon
Gainsight Employee: Golden Ruler
3 days ago
C
Christina.woldRegistered User
posted in All About Pulse

TEASER ALERT! Grit, Grace, and Gainsight - Pulse 2024

Absolutely thrilled to be taking the stage at Pulse 2024 with my colleagues! Pulse was instrumental in our strategies this year, and I am certain that others can learn from our journey!During our session, we will explore how we at SAP Concur have integrated Gainsight throughout our internal ecosystem to either reinforce or reimagine our Client Success Strategy. We’ve used iterative functionality, creative applications, and holistic engagement to keep Gainsight at the nucleus of our operations, fully embracing its potential. This has allowed for the accountability needed to make measurable progress. We used grit when things were challenging, and grace when things got complicated. Luckily, Gainsight was there the whole time helping us create a sustainable future state we’re proud of!Session Info: Title: Grit, Grace, and GainsightTrack 3: Powerful Value Creating Strategies for CustomersDate/Time: May 16, 2:45pm - 3:30pm CT

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Jagari Das
Gainsight Employee: Rookie
4 days ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
published in All About Pulse

Gainsight CS Admin Happy Hour @ Pulse 2024

I'm thrilled to announce that, for the third year running, we’re kicking off Pulse with an official Gainsight happy hour just for Admins of Gainsight CS! I hope that this makes it simple as pie for you to connect with the only other folks in the world who will Ooh and Ahh over an elegant Bionic Query.No registration needed, but mark your calendars! See you in St Louis!Tuesday, May 145:30-7:30pmBridge Tap House & Wine Bar  |  1004 Locust St (5 min walk from convention center)Beverages & snacks are on Gainsight.(Loading up your calendar? The following night, the ‘Gainsight Global Admin’ community -- the Admin Slack group -- is getting together for a happy hour of their own.) 

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seth
Gainsight Employee: ACE
5 days ago
seth
Gainsight Employee: ACE
sethGainsight Employee: ACE
posted in Deliver Customer Success

CS Ops Compensation Benchmark Survey Results

 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.See the ResultsPDF attached belowReactions? Questions? Post them below!

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seth
Gainsight Employee: ACE
5 days ago
ekennedy
ekennedyRegistered User
posted in All About Pulse

Crafting Success: The Art of Creating Strategic Customer Success Plans & Verified Outcomes

I am so excited to be speaking at Pulse this year alongside Nicole Belanger, a Customer Success Manager at Gainsight!  Nicole and I will be speaking on the topic of Success Plans and how you can use them to drive towards customer verified outcomes! Come join us in our session Putting Customers First: Success Planning and Verified Outcomes, on May 15th at 11:15am CT  to discuss the Value Realization Program, getting started with success planning and best practices around verifying outcomes.  If you’re new to using Success Plans or want to get better at managing them with your customers to help drive value, this is the session for you!  Can’t wait to see you in St. Louis!! -Erica  

5
kstim
All Star
5 days ago
lauren_olerich
Gainsight Employee: Rookie
lauren_olerichGainsight Employee: Rookie
posted in All About Pulse

Connecting at Pulse 2024: Structured Networking Details

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 Location: Study Hall, Expo Hall Start your day with insights into the future of customer communities and advocacy while enjoying breakfast with peers and our friends at Champion.   CS Ops Roundtable Breakfast Time: 8:00 AM - 9:00 AM CT Location: CS Ops Clubhouse, Room 2

1
revathimenon
Gainsight Employee: Golden Ruler
6 days ago
matthew_lind
MVP
matthew_lindMVP
posted in All About Pulse

Global Gainsight Admin “Happiest Hours” IRL Meetup @ Pulse 2024

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 this link.  

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revathimenon
Gainsight Employee: Golden Ruler
6 days ago
Jessica.Quazza
Gainsight Employee: Rookie
Jessica.QuazzaGainsight Employee: Rookie
posted in Deliver Customer Success

📚 New Book Launch Announcement 📚

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 Amazon, Barnes & Noble and Target. Digital Customer Success is packed full of guidance on digital-led CS strategies, including: Strategic Digital Transformation:  How to scale your operations while enhancing customer experience using automated systems that maintain a human-first approach. Digital Customer Success Roadmap: Insights on moving from a tech-touch approach to a more robust digital customer success strategy that benefits al

0
Jessica.Quazza
Gainsight Employee: Rookie
7 days ago
etc11b
etc11bRegistered User
posted in All About Pulse

Gainsight Pulse 2024: Seamless Starts: Revolutionizing Digital Onboarding to Boost Customer Value and Slash Service Costs

🙌 Let’s hear it for Gainsight Pulse 2024!!!  Abby Van de Bogert and Elyse Claxton are amped to bring you "Seamless Starts: Revolutionizing Digital Onboarding to Boost Customer Value and Slash Service Costs." In our rad session, you'll discover how we totally revamped Boomi's digital onboarding (0 to 90 days after close/won) to not only pump up value for users like Alex but also to trim costs and maximize resources during the tech crunch. We’re laying down all the gnarly steps so you can totally rock it for your customers too. Plus, we’ll spill the beans on all the slip-ups we dodged along the way, giving you the 411 to avoid these bloopers yourself.  Catch you there, it’s gonna be all that and a bag of chips! 😉

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jangel
Gainsight Employee: Rookie
8 days ago
revathimenon
Gainsight Employee: Golden Ruler
revathimenonGainsight Community Manager
published in All About Pulse

Pulse US 2024 Social Rockstar Contest

Hello folks,Our All About Pulse excitement would feel incomplete without a Social Rockstar!Like previous year, the rules are pretty much the same, but let’s do a quick recap 👇🏽  Share your #Pulse2024 moments on LinkedIn & the user with the highest social activity wins!  Rules to participate:The contest will be hosted ONLY on the social platform - LinkedIn You MUST have a GameChanger community account in order to be considered for this contest. Compulsory Hashtag to be included while posting on social - #Pulse2024 The posts during the 2 days of Pulse ONLY will be considered. More posts, better the chances of winning!   Feel free to get creative with your posts - images, videos etc! Saved the best bit for the last - 1 WINNER will receive a ticket to Pulse US 2025!  Ooo, and once you win the contest, watch out for this star landing on your profile! 

520
revathimenon
Gainsight Employee: Golden Ruler
9 days ago
mallen
mallenRegistered User
posted in All About Pulse

Excited to take the stage at Pulse 2024 and talk all about Healthscoring!

I’m stoked to be going to Pulse in May and sharing our journey here at Okta on health scoring. My session is Navigating Complexity: Okta’s path to a comprehensive and scalable health score.I’ll be going through Okta’s transformative journey and deep diving through the evolution of our health score. I’ll be sharing how we set up our initial, more basic health score in Gainsight and then showing our transition to a multi-score model due to progressing business needs and digging into real world examples of our learnings from using those different scores to excel in our digital journey and to improve our CSM lead journey.Last but not least, I'll be sharing how we arrived at our Holistic Health score, where we have become more automated and scalable using such features as Gainsight’s Relationship scores to calculate product specific scores!  

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U
Gainsight Employee: Rookie
10 days ago
john_mcdonough
Gainsight Employee: Shoshin
john_mcdonoughGainsight Employee: Shoshin
posted in Deliver Customer Success

Nurturing Your Health Score Toward Victory - Recap

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 find their work simpler and more effective. Health Scores are not just about indicating job performance but about driving strategies to improve customer relationships. The evolution involves continuous improvement, starting simple, and gradually automating processes. Deciding on outcomes, communicating across the organization, and consistent tracking are key. Promoting

1
john_mcdonough
Gainsight Employee: Shoshin
12 days ago
ChristianW
ChristianWRegistered User
posted in All About Pulse

🗣️ Exciting Session at Pulse 2024 Conference! 💥

Galilea and I are thrilled to be presenting at Pulse!Join us in our session, 'The Evolution of Success Plans at Alteryx - Human ➡️ Machine ➡️ Cyborg,' for an exciting journey through how we maximized our impacts and achieved success at scale.Get ready to discover actionable insights and strategies that can help revolutionize your approach to success planning! 🚀⏬Here's what you can expect.⏬Discover how we transformed from manual, human-driven guidance to a 'cyborg' process that's digital-led yet deeply human-connected. Dive into the challenges, opportunities, and key learnings we encountered along each phase of this transformative journey. Unravel the concept of 'cyborg' Success Plans, where the fusion of human touch and automated analytics drives success at scale. Learn about our innovative approach with Journey Orchestrator and targeted CSM deployments, backed by data-driven insights showcasing real effectiveness!We can't wait to see you at Pulse for an electrifying session that will

6
S
Gainsight Employee: Rookie
12 days ago
sshroff
Gainsight Employee: Team Captain
sshroffGainsight Employee: Team Captain
published in All About Pulse

Small Group Admin Roundtables at Pulse 2024 - Registration is FULL!

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

2723
dayn.johnson
All Star
13 days ago
RGrieco
Shoshin
RGriecoShoshin
posted in All About Pulse

"Come along and ride on a fantastic voyage" in building a customer behavior-driven digital onboarding process!

We all know that successful onboarding sets the foundation for customer growth but, it can also be hella complex! I am super psyched to be presenting for the first time at this year's Pulse Conference to talk about this very topic with my partner in crime Jess Jasper.Are you interested in automating communication to help your customers onboard successfully? Do you have challenges with contact data? Are you looking for ways to scale onboarding using customer driven metrics? Do you like music from the 80's and 90's?If you answered YES to any of these questions then, this is the session you don't want to miss at the 2024 Pulse Conference! Come hear from 2023 winners of the Game Changer Award in "The Challenger" category as we share how we continue to challenge the status quo at HMH.We'll take you on a real-life journey bringing together the people, integrated systems, and cross-departmental processes to unlock transformative change with this tricky element of customer success. Track Name:

2
Jagari Das
Gainsight Employee: Rookie
13 days ago
Masha
MashaRegistered User
posted in All About Pulse

Going from Reactive to Proactive in this New Era of Post-Sales

Hey everyone! 👋 Masha here, co-founder and CEO of Glowstick — I’m super pumped to be speaking at Pulse for the very first time alongside Gainsight’s RVP of Customer Account Management, Ben Stidham.Ben and I will be speaking on Wednesday May 15 at 2pm Central — come to the session to win an environmentally friendly Glowstick bracelet!Here’s why you should join us:Ever felt the pressure of skyrocketing quotas in the post-Sales game? Us too — so we did something about it. We’ll reveal the latest in unconventional yet proven techniques to building post-Sales pipeline beyond hand-raisers. Learn about the good, the bad, and the ugly from our journey so you too can grow faster with your customers.A little more about our talk in this video👇 Can’t wait to see you there!!-->

3
Jagari Das
Gainsight Employee: Rookie
13 days ago

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