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1221 Topics
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
Webinar: Optimizing Voice of Customer

I'm excited to invite you to my upcoming webinar (Sept 12th at noon Central) where I will share insights from my experience in helping organizations across various industries implement and scale their Voice of Customer (VOC) programs.During this session, I'll be diving deep into how Gainsight leverages VOC to enhance customer experiences, increase retention, and align company priorities with customer needs. We'll cover key areas that can transform your approach to customer interactions and outcomes.Key Items We'll Explore:Gainsight's Approach to Voice of Customer: I’ll walk you through how Gainsight integrates VOC into its strategic priorities to drive customer-centric decision-making across the organization. Understanding Key Feedback Types: We’ll delve into the three crucial types of customer feedback—Customer Effort Score (CES), Customer Satisfaction (CSAT), and Net Promoter Score (NPS)—and how each contributes to a holistic view of customer sentiment. Driving Impact with NPS: I’ll

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lane_h
3 months ago
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kimberlymcgrewContributor ⭐️
posted in Build Communities
How do you identify and measure successful client engagement?

We are planning virtual sessions for our community members to learn best practices for use of our technology and network with their peers.  I’m curious how other organizations support networking for their community members.I am also wondering how others determine and measure if the client networking session was successful including:response rate level of engagement during the session increased use/adoption of our technology, evidence the client found value sales opportunities/securing renewal  improved CSAT improved client health

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K
4 months ago
dshorter
dshorterGainsight Employee ⭐️
posted in All About Pulse
Are you a Gamechanger? Award nominations for Pulse Europe 2024 are now open!

The 2024 GameChanger Awards Nominations are now open! The GameChanger Awards recognize and celebrate customers who leverage Gainsight products to change the game of Customers, Product Experience, Community and Education.These leaders make an undeniable difference for their customers, teammates, and partners. A GameChanger is intuitive, always authentic, never stops challenging the status quo, and might have superpowers. Does that sound like you? We thought so!Nominations will be open 1st August – 11th September, 2024. Winners will be announced live at Pulse Europe 2024 in Amsterdam!This year's Categories are...The Challenger The Dream Team The Architect The Defender The Transformational Leader of the Year (VP or above)To see a full description of the award categories, visit the home page here.To enter into this competition, you need to submit your nomination for the category where you have seen substantial quantitative and qualitative results between 2023 and 2024. 

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dshorter
4 months ago
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rachel.sullivanContributor ⭐️⭐️
posted in Foster Learning & Education
Creating a Beta Group Internally - Suggested Strategies

We are looking to create a beta group with a diverse set of our end users for all of the new AI tools that are coming down the pipeline. We have attempted beta groups in the past with little to no success and what feels to be a waste of time. I am curious if anyone else currently does this with their teams & can provide any light on how to measure success of the groups, encourage / require participation, & also set expectations of what is expected for these users.Our main goal is to identify appropriate use cases for the different tools and how they relate to our company, do our customer benefit from us using these tools, & ensure we have all appropriate resources / education in place when we roll it out to the rest of the department. I appreciate any insight that you all are able to provide!

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Cornelia
4 months ago
dshorter
dshorterGainsight Employee ⭐️
posted in Deliver Customer Success
Recording: Measuring Digital CS (CS Ops Meetup Presentation)

In our monthly meetup group about the CS Ops of Digital Customer Success, we spoke in February 2023 about measuring digital CS. 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.

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dshorter
4 months ago
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Sharon BokContributor ⭐️⭐️
posted in Deliver Customer Success
4 Step CS Assessment

Unlock tangible opportunities for improvement in just a few weeks with our Customer Success (CS) Strategic Assessment Program. This comprehensive 4-step analysis covers discovery sessions, CS charter evaluation, customer lifecycle alignment, and financial metrics review. You'll receive a detailed, actionable roadmap with strategic initiatives to enhance customer satisfaction, retention, and drive growth. Ready to elevate your Customer Success strategy? Let's get started on your path to success. https://lnkd.in/gNYmAf7g 

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S
4 months ago
aaronhatton
aaronhattonHelper ⭐️⭐️
posted in Deliver Customer Success
Building for Digital Customer Success Ethically

In a world of AI and hyper-personalization, how do we build an ethical approach for 1:many programs? In the rapidly evolving landscape of digital customer success, leveraging AI and hyper-personalization can significantly enhance customer experiences. However, as we build these 1:many programs, it’s crucial to consider the ethical implications involved. Just as with AI, setting clear boundaries and guidelines is essential to ensure we prioritize the well-being and trust of our customers. Defining Limits Similar to AI EthicsOne key aspect is defining limits similar to the ethics of AI. Establishing boundaries helps prevent potential misuse and ensures that the technology serves its intended purpose without overstepping ethical lines. Transparency in how AI algorithms make decisions and their impacts on customers is crucial. This transparency builds trust and ensures that customers understand and consent to the technology’s use. Writing Ghost ContentWriting ghost content, such as emails

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aaronhatton
4 months ago
dayn.johnson
dayn.johnsonVIP ⭐️⭐️⭐️⭐️⭐️
posted in Build Communities
Community Manager role | Hybrid in Boston, MA or Arlington, VA (Washington, DC)

Hi all, we’re looking to fill a Community Manager role at Recorded Future, located in the US (East Coast). This position will be part of my Digital Experience team, so besides myself and several other great peeps, you’d also get to work with the always awesome @kstim! The quick highlights include:🎉 UPDATE: REMOTE in the US 🎉 (East Coast preferred) or Hybrid based in either Boston, MA or Arlington, VA (Washington DC) area Currently on a Salesforce community instance, will be POCing Gainsight CC Preferred community management knowledge to included Gainsight & Salesforce, SlackIf you or someone you know might be interested in this opportunity, feel free to DM me here, on Slack in the GGA community, or contact me at dayn.johnson@recordedfuture.com. Would love to chat live with anyone who’s interested, happy to hop on a call to share more details.Job posting: https://boards.greenhouse.io/recordedfuture/jobs/7302460002#app More information about Recorded Future: https://www.recordedfut

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dayn.johnson
5 months ago
ElleShutty
ElleShuttyGainsight Employee ⭐️
posted in Build Communities
Webinar 10th July: Combining the Power of Customer Communities (CC) with Gainsight CS 🤝

 If you have access to Gainsight’s Customer Success AND Customer Community products, that’s a great first step! But what’s the next step to maximize the value of using these two products together?We’re holding a webinar on this topic on July 10 at 11AM CT. On this webinar we’ll be diving into these topics:How can the integration help further the goals of your Community and Customer Success teams? How can you reach your Community users at scale? How can you ensure that the right actions are taken at the right time by your internal teams?You can register here!We look forward to seeing you there! If you aren’t able to attend live, you can still register and we will send you the recording afterwards.In the meantime, you are welcome to check out the resources we have in our community that go over the possibilities when using these two products together: CC+CS Integration FAQs, Getting Started Building CC reports in CS, CC data in CS: Reporting Use Cases and Maturity Progression of CC+CS

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ElleShutty
5 months ago
ElleShutty
ElleShuttyGainsight Employee ⭐️
posted in Build Communities
Maturity Progression of CC+CS

How do we recommend planning your CC+CS strategy? What does an ideal CC+CS integration look like? When is the right time to implement which use case? While the timeline will be different for every company and situation, below I’ve laid out a recommended path along with suggested use cases for each step.While onboarding with CC:Enable the CC connector within CSResult: Data from your Community will start regularly syncing to your CS tenant.Within three months of go-live:Add the out of the box widget to the C360 Add a custom “Community” tab on C360Result: Your customer success team will have visibility to customer-specific Community activity.Within six months of go-live:Dashboards for your different personas: Community Manager Executive CSM Result: Your different stakeholders will have access to insightful and actionable data across all of your customers’ Community activity.Within nine months of go-live:Engaging with your Community via JO Programs and SurveysResult: You will have automa

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dayn.johnson
5 months ago
linda_lam
linda_lamContributor ⭐️⭐️
asked in Deliver Customer Success
Integration with ReferenceView (RO Innovation)

Is anyone using ReferenceView and/or integrated Gainsight with this tool? 

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vaishali_rawat
5 months ago
ElleShutty
ElleShuttyGainsight Employee ⭐️
posted in Build Communities
Supercharge your CC+CS Motions with Additional Strategies

There are so many opportunities when using CC and CS together, many of which I’ve documented in my previous articles. If you want to take your integration strategy to the next level, check out the additional use cases I’ve documented below. Some of these use long-standing features and some highlight brand new functionality! Post to Slack from JOJourney Orchestrator now has the option to post to Slack as an action. Documentation on this feature can be found here. In some cases a Slack message may be more effective than an email or a CTA if the target audience spends much of their time in Slack. Having the notification in Slack also allows it to be easily shared to another channel or in a private message.Ideas of ways to use this feature with CC+CS:Send a message when a Product Idea from a high-touch client hasn’t had a response by an employee in 14 days. Target Audience: Product team Send a message to Slack confirming which Community Users were recently emailed about joining an advocacy

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ElleShutty
5 months ago
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tamralucenteContributor ⭐️
posted in Foster Learning & Education
CSM Handbook/Playbook

Hello!  We are working on building out a CS Mgmt and CSM handbook/playbook that outlines our expectations on a daily, weekly, monthly basis as well as includes some best practices and what "good" looks like.  Do any of you have anything like this or any ideas that should be included?

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T
5 months ago
amasica1217
amasica1217Contributor ⭐️⭐️
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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amasica1217
6 months ago
etc11b
etc11bContributor ⭐️
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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U
6 months ago
Masha
MashaContributor ⭐️
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!!-->

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U
6 months ago
ChristianW
ChristianWContributor ⭐️
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

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ChristianW
6 months ago
KatLeong
KatLeongGainsight Employee ⭐️
posted in All About Pulse
Pulse US 2024 Content on Demand!

The one complaint we usually receive about Pulse is, there are too many good sessions and I can’t get to them all! That’s a great problem to have, if we’re being honest. But have no fear - we recorded ALL of the sessions from Pulse US 2024 and you can now watch them in the Pulse Library for FREE!

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KellyBebenek
6 months ago
mallen
mallenContributor ⭐️
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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mallen
6 months ago
KatLeong
KatLeongGainsight Employee ⭐️
posted in All About Pulse
Pulse Europe Returns to Amsterdam!

Make lasting connections, learn from innovators, and discover the future of digital and AI at the world's largest Customer Success gathering. We are so excited to be bringing Pulse Europe back to Amsterdam! Experience an unforgettable 2-day event filled with inspiring sessions, invaluable connections, and all the child-like joy you know and love! November 13-14 at RAI Amsterdam - see you there!https://gainsightpulse.com/europe/ early to save with our Super Early Bird rates!

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KatLeong
6 months ago
RGrieco
RGriecoHelper ⭐️
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:

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RGrieco
6 months ago
Amber Caldwell
Amber CaldwellContributor ⭐️⭐️
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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Aman
6 months ago
KatLeong
KatLeongGainsight Employee ⭐️
posted in All About Pulse
Registration for Pulse 2024 is LIVE!

The word is finally out! We’re so excited to announce that Pulse 2024, the largest industry event for customer-led SaaS leaders, is open for registration!If you are looking to use up some of that remaining 2023 budget, get a head start on 2024 planning, or seeking to advance your career with the latest insights in Customer Success, this is a great time to secure your spot at Pulse.Save The Date:Date: May 15-16, 2024 Location: America’s Center, St.Louis, MO Attendance: 3,000+ Customer Success, Community, Product, and Customer Education professionalsSuper Early Bird pricing is available NOW so register today to lock in the lowest ticket rate! Why did we choose St. Louis for 2024? Great Question! Since 2013, Pulse called San Francisco home.We’ve decided to move to St. Louis to make Pulse more accessible to our entire community nationwide!You can read more about the decision here in our blog post!

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KatLeong
6 months ago
ekennedy
ekennedyContributor ⭐️
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  

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S
6 months ago
C
Christina.woldContributor ⭐️
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

773
U
6 months ago

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