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1159 Topics

corey_pudhorodsky
corey_pudhorodskyRegistered User
asked in Deliver Customer Success

Fiscal models for CSM hiring plans?

I am curious if anyone can share models that they have used for understanding the loads of their CSMs and hiring models as it relates to sales pipeline. I am working on some of this internally and would love to learn from what others have already done. 

1
elaine_cleary
Shoshin
8 years ago
trevor_shand
Shoshin
trevor_shandShoshin
asked in Deliver Customer Success

If I knew then what I know now...

My company is new to Gainsight and we are about to start the implementation. Any tips, thoughts, ideas you have for a company brand new to Gainsight, things you wish you had known before you started?

6
jd_griffis
8 years ago
anne
anneRegistered User
asked in Deliver Customer Success

Internal Change Request Document?

I am wondering if any CS Ops teams have implemented a change request document for changes to be made in Gainsight...as an example, removing fields from the attribute section of the C360.  My thought is that this will be helpful in getting approval from the CS Ops team to make the change, providing the reason behind the change, and then most importantly, having a 'paper trail' of what has been done and why.  I would prefer not to recreate the wheel if someone has already done this.  And, I'm interested in hearing how other teams handle changes in Gainsight. Thank you! ~Anne

2
sarah_couch
8 years ago
ed_bazel
ed_bazelRegistered User
asked in Deliver Customer Success

Elevator Pitch for Customer Success To Interal Team?

Checking to see if any of our Customer Success professionals here have an elevator speech about Customer Success that you deliver to your internal IT team?   We have developed one, but our internal team - still seem a bit confused and reluctant about what we do.   Churn hasn't been an issue, but they wonder if we are stepping on their territory.  Has anyone experienced this and do you have a winning elevator speech that we can explain to IT - so they can explain to the people they face on our Customers team?

5
darkknight
Grand Slammer
8 years ago
lauren_marsh
lauren_marshRegistered User
asked in Deliver Customer Success

Configure Scorecard N/A options to not effect the overall score

A couple of our scorecard measure have an N/A (not applicable) option  I've found that when people select this it skews the score down which makes sense since the grading scheme is set at the bottom with 0-1.  How do I allow for there to be an option for does not apply that will not effect the overall score?  Even if I make it 50/right in the middle that will also be an inaccurate representation of the overall score. Thank you, Lauren

3
lane_h
Gainsight Employee: Golden Ruler
8 years ago
kristin_f3c469
kristin_f3c469Registered User
asked in Deliver Customer Success

Sponsor Tracking - Details of changed included in CTA

We have a rule that creates a CTA when there is a change to a sponsor (Title, Location or Company). The details of the change, ChangedAttribute  NewValue and OldValue are captured in the tracking history. However, I need to include this information on the CTA so the rep know what changed. How can this be done?

7
anthony_sabato_be321d
8 years ago
marie
Gainsight Employee: Champion
marieGainsight Employee: Champion
published in Deliver Customer Success

7 Tips to Run an Effective Customer Advisory Board

Hi Community! Check out this new blog post by our Senior Director of Product Marketing, Puja Ramani, that shares her 7 tips to Run an Effective Customer Advisory Board. http://www.gainsight.com/2016/01/05/7-tips-to-run-an-effective-customer-advisory-board/

300
marie
Gainsight Employee: Champion
8 years ago
heather_hansen
Grand Slammer
heather_hansenGrand Slammer
asked in Deliver Customer Success

Product Suggestions

We're looking for ideas on how to pass product suggestions (or red flag issues) to appropriate parties via GS.  Currently, most of this is done via email as all our teams aren't in GS or SF for that matter.  I was thinking of creating a task in GS, and then, have a rule that runs when it sees that task, and either automatically sends an email to the correct group.  Anyone done anything similar or taken another approach?

4
heather_hansen
Grand Slammer
8 years ago
naquiyah_cash
naquiyah_cashRegistered User
asked in Deliver Customer Success

Downloading list of CTAs from rulesengine

Hi All Does anyone know how we can download this list? Naquiyah

1
sdrostgainsightcom
Gainsight Employee: ACE
8 years ago
heather_hansen
Grand Slammer
heather_hansenGrand Slammer
asked in Deliver Customer Success

Custom Links

We have several different reports that our CSMs need to run frequently, and we're looking for a way to create links to those reports within GS.  Ideally, it would be great to be able to add a widget called Important Links, and then, add several links into that section for easy access.  Has anyone done anything similar or have other suggestions?

2
heather_hansen
Grand Slammer
8 years ago
claudia_belardo
claudia_belardoRegistered User
asked in Deliver Customer Success

Integrations and analysing data from Community platforms such as Jive and Lithium

Does Gainsight have a way to integrate the analytics from platforms such as Jive and Lithium so that the Community activity of a customer can also contribute to their health score and alert to any potential issues?

1
dstokowski
Gainsight Employee: ACE
8 years ago
tom_wix
tom_wixRegistered User
asked in Deliver Customer Success

Looking for a GS *Best Practice* for churned accounts

Unfortunately there are times where an account churns from being a customer.   And , unfortunately, there are a couple times when an incorrect account is loaded into GS. Its simple to find the account in a standard view and delete the account.   I was wondering if there was any best practice about perhaps "marking" the account as churned in GS versus deleting the account. The account is updated and altered in our CRM world as an inactive customer along with the appropriate notes.   But does anyone currently keep these accounts in GS and mark them as "lost"/"churned ?   Havent yet explored the idea of creating a rule to *delete* churned accounts automatically.   I assume if the accounts stayed in GS, the views , dashboards, perhaps rules would have to be adjusted. thoughts ?   feedback is much appreciated.

6
tom_wix
8 years ago
tom_wix
tom_wixRegistered User
asked in Deliver Customer Success

Was wondering if "-" equals "true" when reporting on the Deleted data field ?

Was doing a Scorecard report and showing the metric values.   I decided to include a column in the report with the "Deleted" data field from the Customer object.   I am seeing the values of "false" and "-" and was wondering if "-" equals "true". Also, was assuming the data would by default only show if the scores were from valid / active customers or should we , by default, be sure to include "customer = true" as a default filter to most reports ?

2
tom_wix
8 years ago
gaurav_kotak
Shoshin
gaurav_kotakShoshin
asked in Deliver Customer Success

Seek your feedback on UI/usability to import Rules and Reports best practices

Hello customers, you may have already read about Gainsight Vault, released this month, which provides the ability for you to import best practices into your instance. Currently you can import various playbooks and surveys created by the Gainsight team.  We are planning to extend this functionality to import rules and reports as well. We would love to share and get feedback on the flow and user interface. Please let me know if you are available for a 30 minute or 1 hour group call. Thanks, Gaurav

1
jordan
8 years ago
ellenoangieslistcom
Shoshin
ellenoangieslistcomShoshin
asked in Deliver Customer Success

Survey Response Visibility

Do most companies allow all their Gainsight users to see Survey Response and NPS Response text, or only some users? 

2
tzundelgainsightcom
Shoshin
8 years ago
devin_stevens
Shoshin
devin_stevensShoshin
asked in Deliver Customer Success

Survey Tasks

In the survey analytics, there is a "view details and followup" option for each question. From this view, it looks as if you can then create a task (or CTA?). However this does not currently work in any org I have access to. I've not logged a support ticket, because I thought this may be old functionality. Can anyone confirm this and update me/Lila? https://support.gainsight.com/Product_Documentation/Surveys_and_NPS/User_Guides/Survey_Analytics (see bottom half for workflow and functionality I'm referring to)

1
praneet
Shoshin
8 years ago
heather_hansen
Grand Slammer
heather_hansenGrand Slammer
asked in Deliver Customer Success

Checklists versus Strategies

Hoping to get some feedback on how others are using GS.  Currently, our teams are feeling more like our playbooks are more checklists.  It feels like our Success teams are very process heavy (partially because they are new.)  Looking for ideas or wins you've had in getting your teams to use GS to think more strategically versus transactionally.

0
heather_hansen
Grand Slammer
8 years ago
ellenoangieslistcom
Shoshin
ellenoangieslistcomShoshin
asked in Deliver Customer Success

Rules Engine Time Schedule - Best Practices

When we worked with Gainsight to set our Org up they set us up with 15 minute increments between each rule since we have about 60k accounts to query.  We are now running out of 15 minute increments in the day.  Does anyone use less than 15 minute increments?  

4
smorrisgainsightcom
Shoshin
8 years ago
andrew_cummins
Champion in Training
andrew_cumminsChampion in Training
asked in Deliver Customer Success

NPS reference-able question dependent on if that contact is already reference-able

Is there a way to make a question dependent on certain criteria in Salesforce? For example, with our NPS question if they select a 9 or 10 we want to ask them if they would like to be a reference for us in the future BUT we only want to ask them this if they have not already agreed to be a reference which is a box that is checked on their contact record type in SF. Is this possible?

2
andrew_cummins
Champion in Training
8 years ago
naquiyah_cash
naquiyah_cashRegistered User
asked in Deliver Customer Success

Selecting a filter to me means I want that metric to show. Not to eliminate that data!

Below in the chart when I select Green I expect to see accounts that are categorized as green. Instead the UI removes the option I select. Hmmm this seems a little (sorry oddly) off!  This would be a great and I assume easy enhancement where a user selects what they want to see not select what they dont want to see!  Naquiyah

1
dstokowski
Gainsight Employee: ACE
8 years ago
anne
anneRegistered User
asked in Deliver Customer Success

How do people use the comment section?

My company is just in implementation with Gainsight, and I am just getting acquainted with the tool and am wondering how best to use the 'comments' section on C360.  If anyone could comment on how their CSMs or other users are utilizing this field, I would appreciate it.  Thanks! ~Anne

6
anne
8 years ago
zak_kovat
zak_kovatRegistered User
asked in Deliver Customer Success

Scoring our "Support" Category

We use "Support" as a scoring field and are still thinking through how to score our account.  Things we think about are: "is it good or bad if someone has no cases", "are a lot of cases always a bad thing", "without perceiving customer tone, how do you automate this scoring"....Has anyone else looked into this before?  If so any good recommendations for this? 

8
tom_wix
8 years ago
nikka_mathur
nikka_mathurRegistered User
published in Deliver Customer Success

ANNOUNCEMENT: Join us for weekly webinars with our Customer Success team

Happy Friday everyone! Our Customer Success team is excited to announce new weekly ‘Gainsight on Gainsight’ webinars starting July 29th. These webinars will be hosted by members of our Customer Success team and will showcase how we use our own product, and other topics currently being addressed by our customers and our own team. Where: Please read through the descriptions and register for the sessions that interest you! Why: The purpose of these sessions is to share best practices on Customer Success and Gainsight When: Every Wednesday between 9-9.45am PDT What: Upcoming topics include operations, risk management and scorecards and we’ll leave some time to answer any questions If you can’t attend, but are interested in the topic, register anyway, and we’ll email you the recording afterwards.

321
nikka_mathur
8 years ago
evelyn_christianson
evelyn_christiansonRegistered User
asked in Deliver Customer Success

Twin Cities Customer Success Meet Up!

Hey Guys! I'm looking for people in the twin cities (Minneapolis/ St. Paul) that would like to meet up and discuss your customer success programs.  I'm feeling all alone out here, and I'm sure there are others in the area who feel the same! Join the Meet Up I started and let's chat!  http://www.meetup.com/Twin-Cities-SaaS-y-Success-Advocates/

2
evelyn_christianson
8 years ago
nikka_mathur
nikka_mathurRegistered User
published in Deliver Customer Success

ANNOUNCEMENT: Don't miss our webinar on '3 Ways to Scale Your Customer Success Program'

On June 25th at 10am PDT, Lincoln Murphy, Customer Success Evangelist at Gainsight, will host a webinar on the 3 key areas of focus that can ensure companies achieve their customer success goals and realize the economies of scale that are so important to growing businesses. He will show you how a customer success strategy focused on segmentation, automation, and documentation is key to scaling Customer Success. A customer success program that lacks strategic thinking in any of these areas is sure to fall short and unlikely to achieve scale or meaningful results. In this 60 minute webinar on the keys to scale we will discuss: How can you implement automation without harming customer relationships? What is the right strategy to segment your customer base? Which process are important to document and which aren’t?Save your seat for the webinar!

130
nikka_mathur
8 years ago

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