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1207 Topics
Jessica.Quazza
Jessica.QuazzaGainsight Employee ⭐️
published in Build Communities
Community Unplugged Content Available On-Demand!

Wow! What an incredible event! Thank you to everyone who joined us live at Community Unplugged. The energy was contagious and it was amazing to connect with so many community lovers. For those who couldn’t attend, we missed you! But you don’t have to miss out on the great content. The recordings from Community Unplugged are now available. 🎉 We have video recordings from the opening keynote with Nick Mehta and Kellie Capote, two panel sessions with industry experts, and Richard Millington’s session on proving community ROI. Check out all four recordings here!  Happy watching! 

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Jessica.Quazza
8 months ago
ElleShutty
ElleShuttyGainsight Employee ⭐️
posted in Build Communities
CC data in CS: Reporting Use Cases

If you’re just now tuning in, please check out my FAQ post as well as my Getting Started post regarding the CC+CS integration.Now that you have the CC+CS integration enabled and are familiar with how to build reports using the data, you may be wondering what reports we recommend creating.There are many ways you can use CC data in CS, ranging from the quick to implement to the more complex.Starting use cases (Reporting):Out of the box widget on C360 Custom “Community” tab on C360 Dashboards with visualizations and reportsAdvanced use cases (Actions):Community health score as a component of a Company’s health score Triggering CTAs based on a drop/absence of Community activity Using Community data in Journey Orchestrator programsIn this article I’m going to focus on the reporting use cases. C360 WidgetThis can be added to the Summary page of the C360. It contains a few key numbers and allows the user to adjust the time period it is displaying for. Custom “Community” tab on C360You can add

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ElleShutty
8 months ago
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Sharon BokContributor ⭐️⭐️
posted in Deliver Customer Success
Mastering the Art of Health Score Optimization

How do you know if your customer success health scorecard is hitting or missing the mark? Kate Griffin, VP of Professional Services with nCloud Integrators, outlines three steps you can take to evaluate and improve your health score effectiveness. Unlocking Customer Success: Mastering the Art of Health Score Optimization (ncloudintegrators.com)

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8 months ago
Jessica.Quazza
Jessica.QuazzaGainsight Employee ⭐️
published in Build Communities
Who's Fired Up For Community Unplugged?!

📣 Hey Community Champions!Are you ready to plug into what powers healthy online communities at Community Unplugged? This immersive, half-day virtual event on March 13th was designed just for you!🗓️ Next Wednesday, March 13, 2024🕒 Time: 8:00 a.m. – 12:10 p.m. PDTI am so excited to be joining @helena415 and @jillian.bejtlich on the virtual stage to tackle the big questions like, is your community serving your customer support needs? I will also be facilitating a roundtable discussion on managing online communities.Besides getting the chance to hang out with me, here are a few more reasons you should come!🌐 It's ALL About Community: We're bringing our community together to talk about community – it's a little meta and a whole lot of fun! Whether you're a newbie or a seasoned pro, you'll walk away with unique strategies, tactics, and actionable steps to drive community engagement and measure your success.🎯 Designed for Every Community Professional: Community Unplugged is for everyone!

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Jessica.Quazza
8 months ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
posted in Deliver Customer Success
Recording: Webinar on the Future of Customer Success: Harnessing AI in Day-to-Day as a CS leader

@shantan_reddy and I led a webinar on how AI and how it's reshaping the way Customer Success Leaders operate every day.Here is the recording of the webinar:  

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meenal_shukla
8 months ago
aaronhatton
aaronhattonHelper ⭐️⭐️
posted in Deliver Customer Success
The Art of Personalization at Scale

At Gainsight, we’ve recently been driving the strategy of personalization at scale for our digital customer success motions. Just last week, I had the opportunity to take a deep dive into this topic, sharing some of what we’ve learned as part of a webinar. If you weren't able to join, don't worry - you can check out the recording here. Demystifying PersonalizationBefore I delve into "how", it's important to understand "why" large-scale personalization is critical, and mastering digital customer success requires orchestrating a seamless blend of hyper-personalization, automation, and scalability, all while preserving genuine human connections. We often refer of these moments of connection as "off-ramps" – a chance for customers to interact with us directly, even in a scaled environment. Lessons from the Titans of the B2C WorldWe’ve been drawing knowledge and inspiration from B2C giants like Amazon, Netflix, Spotify, and YouTube. Their approach to unlocking the puzzle of successful perso

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aaronhatton
8 months ago
lane_h
lane_hGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
How to transition customers to a low touch engagement

I’m seeing more and more organizations put the importance on digital led segmentation as they go into the end of the year. It is important to focus on digital led strategy to plan for durable growth over the next few years. The question I’m seeing get raised is “How do we transition customers into a digital led/digital first program?” This question is one I faced last  year as we were building out our segmentation. The hard part was I couldn’t find many resources on how to do this. However, I did have some great conversations with people at organizations who had to make changes to customer engagement models (high touch to mid touch, changing CSMs). We took some of these best practices and applied them to our approach. Determining when to transition customersThere are three ways we identified when customers should move engagement models:Evaluate their current engagement - Look back at the data you have. Which customers meet the criteria for the new engagement model you are moving them t

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brian.okeeffe
8 months ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
published in All About Pulse
Pulse Academy Live: Admin 101 & Admin 200 In-person Training

Calling all Gainsight Admins! We’re hosting a full day of in-person training and networking the day before the Pulse conference for new Admins as well as experienced Admins. Join us on Tuesday May 14th for a hands-on learning experience. Seats are limited to ensure interactivity, including configuration exercises in a Gainsight CS training environment, small group discussions, a panel presentation from peers, and more! Classes will be held on site at America’s Center in St. Louis, MO.  Admin 101: Foundations with @lisa.mirth For new Admins, we invite you to jumpstart your learning with a day of exciting, foundational content to help you become a successful Gainsight Admin. In this hands-on workshop, we'll examine a use case that revolves around identifying customer accounts with declining product usage, and devise effective strategies to win them back. This workshop will empower you to leverage a variety of Gainsight modules effectively, driving organizational success and enhancing cus

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lila_meyer
8 months ago
revathimenon
revathimenonGainsight Community Manager
published in Deliver Customer Success
DCS Scoops w/ Alizée Levavasseur: Best practices for contact data management in DCS - P2

Hello all,Here’s Part 2 of the Contact Data Management Best Practices from our community friend @alizee 🔥  3. Legal compliance for data processing:Establish a legal basis for processing data, particularly for individuals who opt out. Sync information from CRM to Gainsight for streamlined compliance. More in-depth details in the video  4. Use data for informed decisions:Identify individuals with outdated or invalid email addresses. Set up automation for detecting hard bounces and rejected emails. Notify stakeholders and identify replacements promptly with automation. Bonus Tip: Leverage Out of Office messages effectively - watch at 00:33 seconds To end this on a quote from Alizee that I truly LOVED: “Don’t be scared to start even if your data is not perfect. As you do more Digital CS, it’s really going to help you clean your contact data.” If you’ve got any further questions, she’s all ears in the comments section! 

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zdsiegert
9 months ago
Jen.Lyons
Jen.LyonsContributor ⭐️
asked in Deliver Customer Success
Evolution of Team supporting Gainsight

I’m interested in learning about the different ways teams are set up to support Gainsight, as I need to put together a maturity model for my team of how they’re going to evolve. I’d like to understand how other Gainsight customers are taking requirements, building content, working with Admins and what admin-type work non-admins do within your organization. This will help me think through options I may not be considering as I grow my team. would anyone be open to a quick chat with me? Thanks!!  

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Jen.Lyons
9 months ago
genells
genellsContributor ⭐️⭐️⭐️
asked in Build Communities
Resources for Internal Employees: Guidelines, Rules, Policies

Hello fellow Community Managers!  Wishing everyone a happy day. 🤓 I’m currently in the middle of an exciting beta launch for our customer peer-to-peer support community. In preparation for my launch I seemed to have focused so much on making sure our community members (customers) having guidelines and resources in place that I forgot all about my peers. Does anyone have resources when it comes to internal guidelines? Think permissions, rules on engagement, dos/don’ts, SLA, style guide or “tone” of community, content submission procedures (for article type posts), best practices for length of said content submissions.Any and all documentation to set expectations with your peers so there is a unified voice when it comes to community participation. Looking forward to hearing your thoughts/suggestions/resources. Thank you!Genells

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9 months ago
revathimenon
revathimenonGainsight Community Manager
published in Deliver Customer Success
DCS Scoops w/ Alizée Levavasseur: Best practices for contact data management in DCS - P1

Hi everyone,I’m thrilled for this series to kick off again for this year with a member who has been an unstoppable force in our community here, helping community members so much that she even holds a record for it @alizee 🔥Her expertise shines through as she delves into best practices for contact data management in digital segments. Let’s get into the nitty gritty details… What are some of the best practices?  Initial Customer Data Cleanup: Ensure uniformity in capitalization or lowercases Avoid  mixing last names and first names. Leverage email IDs to locate first and last names. Eliminate the use of awkward greetings like 'Hi Last Name' to foster positive customer relations.  Guiding customer journeys:  Those who have SaaS probably has personas already identified into their platform For others or those with intermediaries, use job titles as a preliminary identification method. Adjust strategies based on initial engagements.  👉🏽 Best practices continued in Part 2 here! 👈🏽

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revathimenon
9 months ago
JeniA
JeniAContributor ⭐️
posted in Build Communities
I'm hiring! Senior Community Specialist role at Jamf

Hi All! If you’re on the hunt for your next Community gig, I may have the role for you! I’m currently searching for a Senior Community Specialist to come join my team at Jamf. The role is for folks either in Canada or the US and can be remote. You can see more about the role at the links below, but here are a few quick facts:This role is responsible for the daily management of Jamf’s communities. I’m not going to shy away from that fact that this is a lot of work. But, it’s also different every day. And it would allow you to work with some of the best customers on the planet! Community at Jamf includes Customer Advocacy. They are not separate. We are not a part of Marketing, and Community at Jamf doesn’t focus on Marketing functions. (We leave that to the talented folks on our Marketing team!) Or goal is to help our customers find more success (in a HUGE variety of ways)! We move fast! If you’re not used to (or couldn’t adjust to) an ever-changing, fast-paced environment, this role lik

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JeniA
9 months ago
KatLeong
KatLeongGainsight Employee ⭐️
published in Build Communities
Announcing Gainsight's Community Unplugged Virtual Event!

Drumroll please…. 🥁🥁🥁 announcing the all new Community Unplugged virtual event!This all new, can’t-miss, half-day event on March 13th will feature industry leaders, community best practices, and peer-to-peer breakout discussions to help you build a thriving community.Designed for leaders and teams across Community, Success, Support, and Marketing attendees will discover how community can deliver the value your customers want at scale.🚨 Register Here 🚨   

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KatLeong
9 months ago
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amandatelfordContributor ⭐️⭐️⭐️⭐️
asked in All About Pulse
Pulse Pals

What happened to the Pulse Pals information on the website? It’s supposed to be available through Feb 18th but now I can’t find the information anymore.

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KatLeong
9 months ago
meenal_shukla
meenal_shuklaGainsight Employee ⭐️⭐️
posted in Deliver Customer Success
Customer Cheat Sheet: Some key points to consider as you roll this functionality out

The customer cheat sheet is the first of the many Generative AI capabilities that Gainsight plans to deliver over the next few months. As you leverage and enable your users on Cheat Sheet, here are a few things to consider:Value:Executive summary on what’s going with the account: If you are an exec, and If I were to ask you what are your top pet peeves, chances are that I will hear about those last minute customer meetings where you don’t get enough prep or the meeting prep is inconsistent across different teams and individuals. And if you are a CSM or any customer facing team member, you probably do not enjoy writing and briefing your executives for those customer meetings which sometimes takes hours. What customer cheat sheet would provide is an instant, high quality summary that leverages Generative AI to create customer summary from  unstructured and structured data including meeting notes in a quick digestible format. This summary also leverages RLHF (Reinforcement Learning from H

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M
9 months ago
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Sharon BokContributor ⭐️⭐️
asked in Deliver Customer Success
A Guide to Operationalizing Your CS Outcomes

To operationalize and connect outcomes, a structured approach is essential and helps focus your efforts from sheer activity to strategic value creation. In this blog article, Kate Griffin, VP of Professional Services for nCloud Integrators, discusses a framework for operationalizing your Customer Success (CS) outcomes and 4 essential principles that can help you unlock the full potential of your CS efforts. Read the article here: Maximizing Value: A Guide To Operationalizing Your CS Outcomes (ncloudintegrators.com) 

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S
9 months ago
smondreti
smondretiGainsight Employee ⭐️
posted in Deliver Customer Success
Introducing Gainsight Benchmarks - a new way to compare your post-sales performance

What’s a good CSM to Account Ratio? What about Avg. ARR per CSM? How does NRR & GRR compare in the segment we operate? How do we benchmark ourselves against our peers for these types of performance metrics?These are some of the typical questions that come up across our customer base and across the market. However, finding reliable sources that consolidate post-sale KPIs for comparison with peers in your segment is challenging, if not impossible. The problem further deepens, as these metrics are constantly changing as companies mature and develop Scaled & Digital CS approaches.Don’t worry, It’s going to be a problem of the past with the arrival of Gainsight’s new Benchmarks tool.Gainsight Benchmarks will help companies identify areas of strength and opportunity across 8 post-sale KPIs. You can analyze KPIs with interactive visualizations and filters to narrow down the metrics to the segment you belong to.Get Started with Gainsight Benchmarks with three simple steps!1.  Log into

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Kenneth R
9 months ago
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AnitahgContributor ⭐️⭐️⭐️⭐️⭐️
asked in Build Communities
Best way to host introduce your self

Hi, I am looking for a recommendation for a introduce yourself structure. Starting a post on the topic is not very good because then everyone adding something to the post will be notified every time a new user introduces him/her/hen self, and we’ve received some feedback from external users that creates unnecessary noise (which I agree to). Appreciate any tips. 

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security_lion
9 months ago
Aman
AmanGainsight Employee ⭐️
posted in Build Communities
How do we reinvent our Community in 2024?

@anirbandutta and I want to invite you a webinar called ‘How to Reinvent our Community in 2024’ and explore creative discovery of the next frontier of our Communities, together on January 24, 9am PST.We’ll be talking about:What are some of the short and mid term things we could do? Or even try to break down the long term goals into achievable modules? And do we adapt ourselves toward achieving them?Lets lift the lid off some of those possibilities on the webinar. See you there.                                                       RECORDING IN THE COMMENTS BELOW.

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genells
9 months ago
nick_morris
nick_morrisGainsight Employee ⭐️
posted in Deliver Customer Success
Gainsight Leader Day in the Life Webinar - 1/31/24

I’m excited to be hosting a webinar that has been a popular one amongst customers that I’ve done it 1:1 with, so I thought I’d try it as a webinar. Join me for a session on how I leverage Gainsight on a daily basis to manage my team, and how you can also supercharge your use of Gainsight to get meaningful insights that help drive proactive actions to achieve stellar customer outcomes! 📅 Date: Wednesday, January 31, 2024🕒 Time: 1pm CT📍 Where: Register Here 🚀 Webinar Highlights:Manage your team and customers efficiently using Gainsight. Identify missing processes and reports in your operating rhythm. Establish clear expectations for your team to drive proactive actions. Let me know in the comments below if there is anything in particular that you’re looking forward to hearing about in this session, or if you’re doing anything in particular today to manager your team that is working especially well that everyone should know about! 

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nick_morris
9 months ago
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SumalathaGainsight Employee ⭐️
posted in Deliver Customer Success
Recording: Day in the life of a CSM Manager - Mastering Gainsight for Effective Customer Success Management

If you missed our webinar on January 31 on A Day in the life of a CSM Manager - Mastering Gainsight for Effective Customer Success Management hosted by Nick Morris, Manager, Customer Success, Gainsight. You can find the recording and a copy of the slides below.During this webinar we discussed:Manage your team and customers efficiently using Gainsight. Identify missing processes and reports in your operating rhythm. Establish clear expectations for your team to drive proactive actions👉🏼Slides 

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10 months ago
safiya
safiyaContributor ⭐️⭐️
asked in Build Communities
Attendee list download

Hello!I was trying to download the attendee list from an event on our page but keep getting this - Is this happening to anyone else?

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safiya
10 months ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Community Bytes w/ Armin Pop: Establishing community guidelines & policies

Hello all 😃,Kicking off the series for this year with @arminfpop , we're diving into a crucial aspect of community building - establishing guidelines. Ensuring a safe and inclusive environment is at the heart of every thriving community.Let’s quickly touch upon how guidelines play a vital role: Setting Ground Rules: Provides a framework for everyone. Mutual Understanding: Defines expected behavior and engagement norms. Common Goal: Unites the community toward shared objectives.  Some specific rules to kickstart curating your guidelines:Be Respectful: Treat every interaction as a chance to learn, fostering a culture of respect. Express Gratitude: Thank those who engage or answer queries, setting a positive tone.The best way to foster this is to showcase this yourselves as a company in your community. Safe Space Creation: Be open to all questions from the members. Probably even create categories for diverse questions, building a comfortable environment. Consistency is Key: Stick to the

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revathimenon
10 months ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Build Communities
Custom Role as "Cookie" for Filtering User Dashboards and Better Metrics

Here’s something new I’m trying this year…What: Adding a custom role called “Active in 2024” to active users each month (and retroactively applying the same for 2023. How: Calendar reminder to do this on the first Monday of each month. Control > User Overview > Filter by Last Activity + Does NOT have the custom role already > Bulk add the custom roleIt’s a quick 5 minute task. (Could it be automated? Eh… There’s a webhook for log-in events, but it’d cost you a lot of Zapier runs, etc. The Bulk action of adding the custom role is one of my favorite features)Then, when I’m using the User Analytics dashboard for monthly or year-to-date reporting, I can filter by this custom role. I’m essentially using it like a tracking cookie.  Why: Improving my analysis of the User Analytics Dashboard. Now, I can actually make use of the % users with at least 1 post metric that comes out of the box (otherwise it’s just noise IMO: the number of users always goes up, some users will become in act

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Kenneth R
10 months ago

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