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1205 Topics
Christa Brown
Christa BrownContributor ⭐️⭐️⭐️
asked in Build Communities
Difference between "any of" or "all of" roles for rank criteria

When setting my rank criteria, in the “How do I get this rank” section:What happens if I leave both toggles off? Will the rank apply to any and all roles in my community? Or none? What happens if I turn on the “any of” toggle? Will the rank only apply to the roles selected with “or” logic? Ie. If this role, or that role, or ... What happens if I turn on the “all of“ toggle? Will the rank only apply to the roles selected with “and” logic? Ie. The user must have this role, and that role, and ... Follow-up question, can users even have multiple roles? What happens if I turn on both toggles? Woh 🤯

391
Blastoise186
3 years ago
Christa Brown
Christa BrownContributor ⭐️⭐️⭐️
asked in Build Communities
How is age calculated for ranks?

If a user saves their login information on the browser so they are technically always logged in (and never has to re-login) does their age calculate from the moment they created their account? Or does it only count time in an active session?

321
Blastoise186
3 years ago
Christa Brown
Christa BrownContributor ⭐️⭐️⭐️
asked in Build Communities
Using logins for rank criteria

When setting up my rank criteria, if I use number of logins to progress to the next level, but my user saves their login information in their browser the first time they sign in and technically always stays logged in (never need to re-login) will they ever achieve the next rank?

331
Blastoise186
3 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Deliver Customer Success
Congratulations to our newest Gainsight Certified Admins from March!

 March was a big month for us and we’re beaming with pride -- 16 of our amazing Admins got certified on Gainsight NXT! Will YOU be next?!   Earning the certification represents a lot of hard work learning the ins and outs of Gainsight’s CS application! Typically, we recommend Admins take our free introductory elearning, followed by our instructor-led hands on courses, and then dig in with practical on-the-job experience before attempting the exam. If you’d like to learn more about the certification, click here. Virtual high fives and welcome to the distinguished rank of certified Admins! We couldn’t be prouder!! @josh.berger@tammy_c@andrea.milani @grace_tester @kytpowell @nstgermain @Joao Oliveira@veronica_moore@jeneedanaron@todd_atkinson@jeff_mohr @jbeaumont @dperson @waynedilworth @Michael McDonald@jgalvan For those of you keeping track, that brings us to 213 certified customer Admins on our goal of 300 for this year!

641
sai_ram
3 years ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
posted in Deliver Customer Success
Enablement Tips: When a new CSM joins or when you are rolling out Gainsight

Our customer is newly launched and working on their enablement strategy. They are considering an INTERNAL onboarding CTA - essentially each CSM will get a CTA that has a playbook that guides them through Gainsight and lists out the next area they need to explore. They want to finalize the playbook with an email assist that they would send to their manager confirming they’ve completed the playbook tasks. Has anyone done this before? If so, does anyone have a sample playbook? The customer wants to ensure that they don’t overlook anything.Some examples to get your creative juices flowing:Log in to Gainsight through SFDC SSO Bookmark Gainsight into your browser Update your profile photo (NXT) Update your role, email and timezone Dashboard: Visit your CSM Dashboard & set Global Filter to yourself (if not set by default) Dashboard: Update the reports to your preferred visualization types Running meetings: Set the Cockpit filter to your preferred view Running meetings: Review C360 and Cus

1705
sai_ram
3 years ago
D
DianeContributor ⭐️
asked in Build Communities
Livestorm integration to insided

Hello,I will soon use Insided for my community website, and I don’t know how to implement it. Do you have any information that could help me? Thank you by advance,Diane

665
wieger
3 years ago
timcavey
timcaveyHelper ⭐️⭐️
asked in Build Communities
Google Page Speed Insights, and Search Console - what is a good benchmark for an Insided web page?

Is PageSpeed Insights a good tool that should be used regularly? What’s an acceptable rating for mobile and for desktop? What about the Core Web Vitals of Google Search Console? Should I be worried about a large number of ‘poor URLs’ showing on desktop?

1916
Blastoise186
3 years ago
D
DianeContributor ⭐️
asked in Build Communities
How to integrate Typeform to insided

Hello,I will soon use Insided for my community and I would like to integrate Typeform in it. However, I don’t know how to do it. Would you please help me?Thank you by advance,Diane 

921
Blastoise186
3 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in Deliver Customer Success
Congratulations, to our newly certified Admins from February!

Gainsight is proud to announce our newest group of certified Gainsight Admins! In February, 11 individuals passed the exam! Will YOU be next?!   Earning the certification represents a lot of hard work learning the ins and outs of Gainsight’s CS application! Typically, we recommend Admins take our free introductory elearning, followed by our instructor-led hands on courses, and then dig in with practical on-the-job experience before attempting the exam. If you’d like to learn more about the certification, click here. Hearty congratulations and welcome to the distinguished rank of certified Admins! We couldn’t be prouder!!  @ Rebecca Fittro@jlicciardello@mpr@kleasure@hillarydj@alma_ramos@ray_roohparvar_faea94@jamie_anderson@andorfuhrer@sam_saunders@andy_roy 

1277
sai_ram
3 years ago
kate_griffin
kate_griffinContributor ⭐️⭐️
asked in Deliver Customer Success
Tracking Adoption Services Points System

We are in the process of revitalizing our adoption program for our customers- In this program we are piloting a point system that is tied to a menu of services that each customer will use to identify services they want to utilize for the year. We will be using success plans to track the progress and completion of the chosen menu services but need to figure out how to track the points system. We need to figure out the potential path for tracking the allotted annual points for each customer ( at the relationship level- each product area will have their own allotment) , the points that have been used ( via success plans) and a calculation of what has been used/total. We have a few ideas as to how we could accomplish this but was curious if anyone in the community has done this or something similar before?  Thank you in advance for the feedback/advice!

281
sai_ram
3 years ago
K
kalpshekharContributor ⭐️
asked in Drive Product Adoption
How to move engagements to another product?

I have got few engagements created for a product. However, now I want them to be under an another product. Is there an easy way to achieve this? instead of re-creating them all again.

332
angelo
3 years ago
Julie-Pinto
Julie-PintoContributor ⭐️⭐️⭐️⭐️
published in Drive Product Adoption
Digital Led Learnings: 3 ways to avoid falling down an analytics rabbit hole

Hi there! I’ve been an active member of this community for a while -- first as a PX customer, then as a PX Client Outcomes Manager, and now as a Gainsight Digital Led CS Ops Specialist (translation: I’m using our PX and CS products to drive our Digital Led program at Gainsight).Now that I’m helping us drink our own champagne, I want to share my learnings with you and hopefully learn from you as well. Feel free to comment below with any “So how does Gainsight do x, y, and z?” topics you want to hear more about!Now, onto the topic at hand. Have you ever fallen down the analytics rabbit hole? I know I have. Actual footage of me falling down a rabbit holeI look at a super swanky PX feature adoption report, then I wonder -- What about new users? How does the customer segment affect this report?What about a new admin at a longtime enterprise customer who is using our latest flagship feature? What about…?You get the idea. Of course, it’s not bad to ask these questions. However, to avoid falli

961
link_black
3 years ago
C
ChristyRaeHContributor ⭐️
asked in Deliver Customer Success
CSM vs CSA?

For thise of you that have both Customer Success Managers (CSM) and Customer Success Architects (CSA) how do you describe the distinctions? What are the swimlanes of each? How do you describe the different value adds internally and to the customer?Any and all insight here would be greatly appreciated!*May be relevant to note that we also have Education and Professional Services team members.

17572
lane_h
3 years ago
andrew_serpa
andrew_serpaContributor ⭐️
posted in Deliver Customer Success
Customer Spotlight: Allie Gold, Manager of Professional Services, ZeroFOX

 Our “Customer Spotlight” series features Gainsight super users on our online Community. For this week’s installment, we’re featuring Allie Gold from ZeroFOX.[i]Tell us about ZeroFOXSocial media has become the new cyber battleground, presenting one of the largest and most dynamic risks to organizational security in decades. The ZeroFOX Platform continuously monitors social media platforms for security risks and business threats targeting employees, customers, brands, and organizations. Using intelligent data collection with an automated scriptable analysis engine, the ZeroFOX platform automatically identifies and remediates social media security issues including impersonator accounts, phishing attacks, fraud, customer scams, exposed PII, and much more. We're headquartered in Baltimore, Maryland.[i]What tips do you have for our members on how to get the most out of the Gainsight Community?I would say that if you ever have a question about a feature, search for it in the Community board

410
A
3 years ago
Fescholz
FescholzContributor ⭐️⭐️
asked in Build Communities
Create subfolders for community domains

Can I create subfolders for my community domains?    e.g., community.company.com/pt and community.company.com/en 

1581
Blastoise186
3 years ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Build Communities
User Profile Best Practices: What profile fields do you have setup to foster user-to-user engagement?

Fellow community managers, Which user profile fields are you most proud of? Which help inspire peer-to-peer connections and provide valuable context for your community? I’m looking to add more personalization and more of a human touch to our user profiles. 

593
DannyPancratz
3 years ago
Mariana
MarianaContributor ⭐️⭐️
asked in Build Communities
Email after 3 or 4 days after the welcome email

Hey community! :) I was wondering if it's possible to add an email to be sent after 3 or 4 days after the initial welcome email? The idea is that we try to have more engagement with the ones who are joining the community.  Any ideas or suggestions you'd like to share from your workflow would be great too! Thanks =)

1347
Blastoise186
3 years ago
timcavey
timcaveyHelper ⭐️⭐️
posted in Build Communities
What does a community manager need to be good at to be future proof?

Hi community pals, This is intended to be a discussion thread to help newer or developing community managers to get advice from Insided’s formidable collection of community experts. If a similar thread already exists @Julian, please feel free to move it over.  In a changing world where digital transformation and simplicity is needed and looks inevitable, what areas of expertise or skills do community managers need to be working on today, to be ready for tomorrow? This follows on from a call I was part of with the wonderful @Ditte and @Florian, where we discussed tag manager preferences, user segmentation and dynamic and embeddable integrations. I realised then that I had some learning to do. But where to start………  

1404
Ditte
3 years ago
D
drich152Contributor ⭐️
asked in Deliver Customer Success
NPS how often

Hi,  How often should you send out an NPs survey?    1- spread thru the year with x number each quarter2- all customers twice a year Any help is appreciated! Deb

1044
sai_ram
3 years ago
MaryJ
MaryJContributor ⭐️⭐️
posted in Build Communities
User events - tips & tricks

Because of the corona situation, we're looking into an alternative digital user event with our active users and super users.  Did some of you already hosted an online user event? I'm looking for inspiration!   Which platform did you use for the video conference? Which users were invited?  Which activities? Webinar, quiz, workshop etc.    Let's share our success stories 

3134
bjoern_schulze
3 years ago
A
AJ_CSContributor ⭐️
asked in Deliver Customer Success
Training for Sr. CSM team

Looking for some options to train/coach for a fairly senior CSM team. In particular, I'm looking for ideas around driving change management, Getting higher in an account, and defining joint success metrics.How is everyone handling this? Is there a recommended training provider you all are working with?Any other recommendations for this?

674
A
3 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
References

We currently have a process to tag contacts as references, but it lives in SF.  Has anyone built out a similar process in GS?

2357
seth
3 years ago
Mariana
MarianaContributor ⭐️⭐️
posted in Build Communities
How do you handle right to be forgotten requests in your community?

Hello inSided Community!  We're about to come up with a process to handle the right to be forgotten requests in our community and I'd love to hear how other communities do that. :)  In our current workflow, the support team receives this kind of request. They'll forward it to the community team, then we (community team) will need to check if there is a community account under that email and if so, we'll have to erase the account manually.  I'm looking forward to getting some great ideas from you! 

220
Mariana
3 years ago
E
ebowlieContributor ⭐️
asked in Deliver Customer Success
Customer Success Strategy

Dear Community,  I am in the process of building a new Customer Success Strategy. As everyone knows it’s not an easy task. However, I was hoping those apart of the community can share your strategies or point me in the right direction to discover more details. Why? I realize not one strategy fits all. I wanted to see how others have designed there Customer Success Organizations to help validate I am moving in the right direction. Thank you in advance for your consideration and assistance.  Regards,  Eric BowlingDirector Customer SuccessElixir Technologieseric_bowling@elixir.com805-648-9182

743
E
3 years ago
CommunityKaila
CommunityKailaHelper ⭐️
posted in Build Communities
Seed Questions

I would like to start using seed questions to encourage thought leadership conversation in my community. How have have some of you been able to do this? Do you just reach out to your members and ask them to post a pre-written question? Should I use our internal employees to post questions?

241
DannyPancratz
3 years ago

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