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1206 Topics
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
posted in Deliver Customer Success
Running an impactful business review

If you are worried about your CSMs not being strategic and proactive, think about what’s your expectation from their business reviews.https://www.gainsight.com/blog/the-dos-and-donts-of-executive-business-reviews/

460
meenal_shukla
1 year ago
cmultanen
cmultanenHelper ⭐️
asked in Deliver Customer Success
Launch/Implementation Scorecard Best Practices

Hi there, We're currently exploring the idea of creating a Scorecard 2.0 to measure and track client health during the implementation stage of our customer lifecycle. Once a client has been fully implemented, we would then move them over to our standard client scorecard.  Does anyone have any suggestions or best practices for the types of metrics we should consider using? Here are a couple metrics that come to mind: CSM/IM Sentiment (manually set) Overdue? (determined by implementation playbook) Number of overdue tasks (determined by implementation playbook) Delivery Issues (timeline activities)Curious to hear about what other people have done in this area. Thanks! 

3489
dstokowski
1 year ago
ryanne.perry
ryanne.perryHelper ⭐️
posted in Build Communities
Account Approval: Notifying users about account activation

If you are customer an account approval process for your Community, is there a way to add a note to the user so they know they should go to their email and click the ‘Activate’ their account button to prompt the approval process?

323
ryanne.perry
1 year ago
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
posted in Deliver Customer Success
Customer Use Case documentation in Gainsight

What are some ways you have operationalized the collection & documentation of customer use cases?We’re looking to connect the dots between our stellar customers and their use cases, to inform product marketing & customer marketing strategies and outreach. Eg, identify our customers that are using our product really well for one of our core use cases, and amplify that testimonial in future marketing efforts.

503
heather_hansen
1 year ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
Recording: Digital Business Reviews (CS Ops Meetup Presentation)

In our monthly meetup group about the CS Ops of Digital-Led Customer Success, we spoke in November 2022 about digital business reviews. Here’s what we learned! 🎞️️️️ Recording of key takeaways from each breakout room 📝 Note-taking slides from the breakout rooms Learn about these meetups in the future by signing up for the monthly CS Ops Newsletter.

4591
DougCaviness
1 year ago
seth
sethGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
Post-Webinar: How to be a Change Management Superhero

@Justin Bills, Senior Manager of Customer Success Operations at Greenhouse, presented on How to be a Change Management Superhero (🎬 Watch the webinar recording) Two follow-ups for you!Further hone your change management superpowers with Changing Minds & Mindsets Along Your Customer Success Journey.   A question for you:What item from Justin’s presentation hit you the hardest (in a good way), when you’re thinking about change management for your CS team? Post your thoughts below so we can all compare notes!

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seth
1 year ago
C
candida.stensrudContributor ⭐️
asked in Drive Product Adoption
Best practices for in-app product notifications

Gainsight engagements are catching on like wildfire at our company.  Between feature notifications, maintenance announcements and surveys, we have the potential of overwhelming our users with too many engagements.  I’m curious what other Community members have found as a best practice for the min and max numbers they set in their throttling settings.   I appreciate any insights you want to share!

341
anirbandutta
1 year ago
A
Anonymous
asked in Build Communities
Federating more than one Zendesk instance

Is it possible to federate more than one Zendesk instance? We have two products — Productboard and Satismeter — they have separate Zendesk help content for users — and we’d like both to appear in our community search.  Couldn’t find any details here: 

311
bas
1 year ago
victorlacombe
victorlacombeContributor ⭐️⭐️⭐️⭐️
posted in Build Communities
Merging Knowledge base / Zendesk content within Insided Community (feedback needed)

We are contemplating the possibility to migrate our community from Zendesk to Insided. I know that Insided created the knowledge base feature to “combine your company’s support materials with community generated answers and best practices — all in one category page.” But are there actual exemples of companies (appart from Insided) that benefited from the merge of their community with their knowledge base. It seems that the standard is to keep them separate (lots of Insided customers are still on Zendesk for instance) to prevent mixing too much content and stepping on our community’s toes. Our concerns is that our customers would loose the feeling of the community if our company involves to much in content creation (articles, how to, ...) and eventually to lose their participation within the community.Any feedback on this?Thanks!

481
Alistair FIeld
1 year ago
Tomas Trijonis
Tomas TrijonisContributor ⭐️⭐️⭐️⭐️
asked in Drive Product Adoption
Best practice for when to use Rules Engine vs Data Designer?

Hello everyone.I wanted to ask if anyone can share their best practice how would you identify whether a job requires only Rules Engine, or Rules Engine mixed with Data Designer?For example, I need to set score for a new measure “NPS Response Rate”. I could fetch the needed data and use a formula field and do it all within the rules engine itself. Or I could first do the fetching and calculating in data designer, then save this data as a new object that would hold a “Response Rate” field, and then reference that field in the Rules Engine.What should be kept in mind when deciding the preferred method? (Outside of possible feature limitations between these two methods I may not be aware of yet as a new admin).For example, if I use the data designer, then this response rate could be referenced later on in any report, while if all calculations are done in rules engine, this data will not be reachable by reports, unless loaded to an existing object anyways. Is that a correct assumption?This

4013
Aleksandra_V
1 year ago
LukeM
LukeMContributor ⭐️⭐️
posted in Deliver Customer Success
How Alteryx thinks about Digital Customer Success

Hi there,I recorded a podcast episode on Digital Success Plans and how we at Alteryx think about guiding our customers to be successful in data and analytics.Check out the link here where you can listen or find links to Spotify or wherever you get your podcasts:https://community.alteryx.com/t5/Alter-Everything/118-Prescribed-success-plans-with-Alteryx/ba-p/1014195Any feedback or questions are much appreciated!

1163
LukeM
1 year ago
J
JyothsnaContributor ⭐️⭐️
posted in Deliver Customer Success
How to calculate anniversary dates(half-yearly)

Hello, in this post I am explaining how to calculate the anniversary dates based on existing date field in an object using Rules Engine.Here is the link to the document  Below are the few use cases where this might be helpful. To follow-up on account’s renewal. To send NPS surveys every 6 months to customers. To create CTA for EBR set-up every 6 months To send customers a survey after 6 months of onboarding to know customer feedback.  

5135
J
2 years ago
nbennet
nbennetContributor ⭐️
asked in All About Pulse
Pulse Europe slides

When can we expect the slides and audio from Pulse Europe 2022 please

914
anirbandutta
2 years ago
Alistair FIeld
Alistair FIeldHelper ⭐️⭐️⭐️
posted in All About Pulse
inSided + Gainsight Communities together at Pulse Europe 2022

Keeping a community alive is no easy task.It takes dedication, effort and a passion!I know no one as passionate about Community as @anirbandutta.We will be together at Pulse to talk about the initiatives we are excited about to drive engagement in our communities, and we hope it will inspire you to experiment with your own community programs to drive sustained customer success.  Feel free to connect with us in the this thread, or via Linkedin. I am always happy to connect and chat community, knowledge management and self service.

2017
anirbandutta
2 years ago
C
cyvr98Contributor ⭐️
posted in Drive Product Adoption
Do you default to Data Designer?

Hello!Trying something new with a short Gainsight admin video. It is a bit of fun. Hopefully, you find it informative. Please share your feedback.I don't think I'm ready for TikTok just yet, but with more practice, who knows 😄I'll get us started with Data Designer because I rarely use Data Designer. And I noticed the feature wasn't particularly prevalent in the Gainsight admin certification.Two questions:Do you default to Data Designer?What do you like to use Data Designer for especially?  

863
dstokowski
2 years ago
DougCaviness
DougCavinessContributor ⭐️⭐️⭐️
asked in All About Pulse
What dates for Pulse 2023 in SF?

Want to make sure I’ve got my calendar blocked for Pulse 2023 in SF! Do we know the dates already?

4912
anirbandutta
2 years ago
anirbandutta
anirbanduttaExpert ⭐️
posted in All About Pulse
Pulse Europe: Community driving Tangible CS outputs

@CharlotteK … enjoyed your session Live… forgive the approximation of the Title but please share snippets of your session and bake in a few Questions you recieved (I know you received many :) because of the highly informative nature of practical workflows… and let’s open up the convo! 😀 "#Community is just not a platform, it's an intentional strategy" - @Tyzaa_ of #Blueprism at @GainsightHQ's #PulseEU22 pic.twitter.com/1bu83gpYJz— Anirban Dutta (@anirban_dutta_) November 9, 2022 

120
anirbandutta
2 years ago
LukeM
LukeMContributor ⭐️⭐️
posted in All About Pulse
Pulse Europe 2022 👉 80 to 8000: how we scaled in 1 year with Digital Customer Success 🚀

WHO?After speaking with Adam Joseph, VP of CS, on a fireside chat about Digital-Led CS a few months ago (see here for recording) … myself and Jordan Barker are very excited to share our journey with everyone at Pulse Europe in a few weeks. 🤩 We’ve grown a scaled Digital Customer Success operation from the ground up in just 12 months; innovating, building, failing, experimenting and using data science to build a digital environment to ensure the success of our 8000 customers. 📈WHAT?Covering PEOPLE, DATA & TECH and INFLUENCE, we will be aiming to educate and entertain. Walking you through our journey to leave you with nuggets of information and learnings to take back to your organisation as you aim to scale your CS delivery. 💡HOW?Join us at 11:30am on Thursday 10th November. 👋Or feel free to message us to connect during the conference - we would love to chat and make new connections. 

19110
LukeM
2 years ago
seth
sethGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
November 2022 CS Ops Newsletter

Subscribe to this monthly newsletter here!  Hi there,I’ve recently had a surge in questions about the ‘right’ investment in CS Ops. Welcome to budget season! I respect that it’s a tricky challenge. You’re not buying more of the same ol’ stuff. It’s more nuanced: you’re investing to unlock access to a more sophisticated version of your CS team.(Also recently, I’ve had entirely too much fun with DALL-E, generating AI art.) So, if you’re taking stock of your CS Ops spend, I have two north stars to offer: (1) What’s everyone else investing?Data from 2021 says:A ratio of CSM:CS Ops of 12:1. This comes from a Gainsight survey of 60+ companies with at least one CS Ops role. 61% of companies have CS Ops, which was triple the rate of the previous year. Average CS Ops spend = 3% of CS spend (middle two quartiles ranged from 1% to 7%). This comes from a Gainsight and RevOps Squared report, based on a survey of 350 companies. For example, Gainsight’s CS Ops team is called “Ops & Scale”, and is

3109
DougCaviness
2 years ago
MattMyszkowski
MattMyszkowskiContributor ⭐️
posted in All About Pulse
Pulse Europe 2022: Lessons Learnt from Managing Customer Success at Enterprise Companies

Majorly excited to be returning to the stage at Gainsight's awesome #PulseEurope2022 event where I will sharing my "Lessons Learnt from Managing Customer Success at Enterprise Companies".With nearly 10 years #CustomerSuccess #leadership experience at true giants of the software world with Autodesk & SAP I will talk about the good, the bad & the ugly!PS - Someone else may be joining me on this topic who is even more awesome! 

763
danielleallwood
2 years ago
Jef Vanlaer
Jef VanlaerHelper ⭐️⭐️
posted in All About Pulse
Pulse Europe 2022 - From Customer Journey to User Journey

Really looking forward to being on stage at Pulse Europe 2022 in 2 weeks and sharing our journey in building a digital end-user journey to complement our customer journey.In the presentation, I'll talk about how a digital user can complement your customer journey, why it's important to adopt a multi-channel approach for this journey, and illustrate this with the self-service onboarding program for TrendMiner we launched last year.This program combines an in-app journey via Gainsight PX, a series of onboarding emails via Gainsight CS Journey Orchestrator, Fundamentals webinars, eLearning, and a getting started section in our user guide. Its implementation led to an increase of user activation between 5 and 10 percent.Let me know if there's anything you would like to see covered during the session or in the Q&A afterwards... Session detailsFrom Customer Journey to User Journey: Scaling B2B CS by Focusing on the End-UserTrack: Scaling Massively with Digital EngagementWednesday, Novemb

1686
Jef Vanlaer
2 years ago
KrisGoose
KrisGooseContributor ⭐️⭐️⭐️
asked in Build Communities
Progress to next rank under avatar

Is the progress bar under a users avatar something that is built into the platform OOTB or is it something that requires some additional configuration. Not seeing anything on the rank pages for it

495
KrisGoose
2 years ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
asked in Deliver Customer Success
Social Media Advocacy Data in Gainsight

We are trying to determine how to best connect social media advocates to the customer accounts in Gainsight. We have a few social tools right now, but they are not integrated into Gainsight. We'd prefer to have this closer to real time which would mean we most likely wouldn't be able to do uploads to MDA via the API.  Has anyone leveraged Hootsuite or Spredfast or another social tool to integrate it into Gainsight? Or has suggestions on the best way to do this?

573
A
2 years ago
anirbandutta
anirbanduttaExpert ⭐️
posted in All About Pulse
Nick kicks off Pulse EU

@nick_mehta , @dan_steinman and our Community BFF @lauren_olerich  #PulseEU22 - keep an eye on social 

332
S
2 years ago
emilie.dubau
emilie.dubauContributor ⭐️
posted in All About Pulse
Pulse Europe 2022 - How to unite your company around Customer Centricity

I’m excited to be back at Pulse Europe this year and looking forward to sharing actionable insights on How to unite your company around Customer Centricity.Do you struggle with making Customer Centricity a company wide priority? Does your leadership team still believe that the Customer Success team is the solution to all customer related problems?Then this session is for you!I'll share with you how we united the company around Customer Centricity, the framework and roadmap we created, and what we have already achieved after 1 year of customer centric mindset. I’m hoping to leave you with a toolkit you’ll be able to implement right away.But I’d also love to learn from you and hear about your struggles or ideas on this topic. So what are your challenges when it comes to uniting around Customer Centricity? 

1134
emilie.dubau
2 years ago

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