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1225 Topics
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AnitahgContributor ⭐️⭐️⭐️⭐️⭐️
asked in Drive Product Adoption
Best practices for including OEM partner in community

Hello, is there anyone with experience in incorporating OEM partners - those who sell technology under their own brand, not ours - into a community? I'm seeking best practices and insights on effectively integrating such partners onto our community. Thanks,

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Kenneth R
revathimenon
revathimenonGainsight Community Manager
published in Deliver Customer Success
WorkTango’s Digital Journey: Cracking the Code (Part 1)

Hello community friends!👋🏽When it comes to the Digital Customer Success world, you all know by now that my excitement knows no bounds. 😄 And I was fortunate enough to meet & learn from the powerhouse team at WorkTango who leads the digital segment there. We dived into their dynamic journey of crafting a digital segment, navigating challenges, unlocking growth opportunities at every turn and not to forget a key part - hiring for a Digital CSM role and the practical lessons around that. But first, let’s meet the exceptional team behind this: Dre @dre.heffington - Sr. Manager of Account ManagementDre oversees multiple segments of WorkTango's Customer base and is dedicated to operationalizing retention and revenue, while scaling processes to deliver efficient and repeatable outcomes. Because of this, she is passionate about the world of Digital CS and works to continuously improve the customer experience using data and automation.  Laura @Laura Rexford  - Vice President of Customer

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dayn.johnson
revathimenon
revathimenonGainsight Community Manager
published in Deliver Customer Success
WorkTango’s Digital Journey: Cracking the Code (Part 2)

Hi everyone,As promised, we are back to the 2nd part of this series and things just keep getting more interesting chatting with @dre.heffington, @Laura Rexford & @barbnitke . Let’s dive right in!⭐ICYMI - Part 1 Recently, you also introduced a Digital CSM role in your Digital journey. What inspired the decision? What are some key skills of a Digital CSM that’s important? “ Quantity or managing to scale was the major reason for the decision.” All companies face the issue of limited staffing and resources, so we tend to have to make a pivot to ensure we continue to create exceptional experiences for all multitudes of customers. Effectively managing at scale through digital channels is crucial in achieving this goal. It also works well since it aligns with the kind of experience the customer wants. Customers do the majority of their work digitally - how they purchase, researching on their own, looking for partners who can deliver. That doesn’t change once they become a customer. “It’s

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revathimenon
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Community Bytes w/ Sarah Masterton-Brown: Tips to create a welcoming community

One of the things I generally love whenever I join a new community is to see the different ways that they welcome a new member like me. I feel like it breaks or makes their relationship to the community to an extent - do they want to return?, are they confused from your mail and unsure where to head next? And @sarahmasterton-brown  from Mews spilled the beans on 2 nifty tricks to help you create a welcoming & inclusive community for your new members.  Crafting Automated messages - Consider taking the help of a copywriter to help write your automatic messages to welcome new members. Make sure it sounds as personal as possible. (A great example from Mews - 00:37) Mapping user journeys- Take a deep dive into each persona of your community member to understand their needs from your community. Craft a seamless path to guide them effortlessly towards the answers they seek. You could even take help internally to test this out and fix the user paths from their feedback.What are some of you

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vishkatti
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Emmanuelle_OVOContributor ⭐️⭐️
posted in Build Communities
Creating a super useuser programme

Hey!  Thinking about how to create an official super user program for our Online Community. Read a really brilliant article by FeverBee, which got me thinking.  I want to improve our existing processes, strengthen engagement.  Some ideas I’ve had so far: A yearly ‘renewal’ of membership, ensuring that SUs that remain are engaged.  Conducting a yearly survey to get feedback from SUs. What we do currently: Monthly meet ups with employees from different areas of the business A private area for SUs Keeping them in the loop with company changes/updates Any ideas or resources you have to help me on my way would be really appreciated? If you run a community and have some advice please share 😊

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Ditte
aaronhatton
aaronhattonHelper ⭐️⭐️
published in Deliver Customer Success
Level up your Digital CS strategy with Calendar booking links

Scheduling meetings can be very time consuming; and can often be the reason why customers don’t schedule meetings at all. Reducing the friction between both account management teams (i.e - Customer Success Managers, Account Managers, Solution Architects, etc.) and customers can help significantly with improving the response rate of your requests for a meeting. One tool to help with this is Calendly. A popular calendar booking service that allows third parties to select a time slot that is convenient for both them and you, without the need for long email chains back and forth. Calendly in particular has some great features such as round-robin scheduling (great for pooled teams) and group bookings (great when you want both a Customer Success Manager and Account Manager to attend). Once your team has selected a tool such as Calendly, the next challenge is getting your customers to book the time at the right point in their customer journey. This can vary between all sorts of different use

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Wihoward
KatLeong
KatLeongGainsight Employee ⭐️
asked in All About Pulse
Take the Stage at Pulse 2024 - Submissions close on Jan 26th

Interested in speaking at Pulse 2024 in St. Louis?Be sure to submit your nomination below through January 26 for consideration!  

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KatLeong
CaeciliaHemmerich
CaeciliaHemmerichContributor ⭐️⭐️
posted in All About Pulse
Unlocking the Secrets of Digital Customer Engagement: Join Me at Pulse 2023 in Amsterdam!

Hallöchen, fellow enthusiasts of the digital age :) I’m thrilled to announce that I’ll be on stage at Pulse EU 2023.In today’s resource limited and data overloaded world, mastering the art of digital customer engagement is the key to treat all your customer like top-tiers. My talk is your exclusive ticket to learn how we at SAP Signavio created our digital customer journey. Why You Should Join: Insider Insights: I’ll be sharing our resources and templates, leaving you with actionable strategies to leverage your digital customer journey. Scalability made easy: You will learn that Gainsight can act as perfect base to create meaningful digital experiences. Learn & Failure: To give you a smooth start I will share learnings & failures with you faced within the last three years.  Save the Date: Wednesday, 15/11 at 10:50 @Support Module RoomStay tuned for more sneak peeks, downloadable templates, and compelling content during my talk.See you at the session!! [Register here: Scalabilit

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revathimenon
JamesAllen
JamesAllenGainsight Employee ⭐️
posted in All About Pulse
Key elements to driving value through strategic calls

Are you tired of routine customer calls that seem to lead nowhere and lack the excitement of generating real value? Are you looking to transform these interactions into meaningful opportunities to establish yourself as a trusted strategic consultant in the eyes of your clients? If so, you won't want to miss my session below: 🚀 Event Details: Pulse Europe, Amsterdam📅 Date: 15th November, 202🕒 Time: 11:50 - 12:30 📍 Location: Passenger Terminal Amsterdam  In this insightful session, I will delve into the strategies and methods that will empower you to turn every customer call into an opportunity to make a lasting impact. Here's what you can expect to gain: ✅ Key Insights: Discover the essential insights to effectively prepare for each customer interaction, ensuring that you're ready to provide value every time.✅ Strategic Consultation: Learn how to position yourself as a strategic consultant in the eyes of your clients, earning their trust and becoming an indispensable partner in thei

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revathimenon
Ahunt
AhuntGainsight Employee ⭐️
posted in All About Pulse
Can Customer Success Sell?

Joining you LIVE at Pulse in Amsterdam in 2 weeks to dive into a session on Cross-Sell, Up-Sell: Yes, It’s Always Your Job. This topic in particular scares the bejesus out of even the most seasoned CSMs 😮 but I am here to tell you have no fear. Yes you CAN remain a trusted advisor while also helping your customers solve more problems and assuring your Customer Success organization shows a clear line to revenue attribution.After this session the only thing you really should be scared of is not evolving your CS organization from a cost center to a revenue driver. Growth from existing customers is the key to making both your CS org and company more durable and sustainable in the long run. You will leave this session with an understanding of: Why CS needs to make the shift to driving revenue, how we got here and most importantly why now How to structure and operationalize a cross-sell/up-sell motion within your teams What you can do right away to make this a realitySee you all soon!  

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revathimenon
lauren_olerich
lauren_olerichGainsight Employee ⭐️
published in All About Pulse
Live Stream the Pulse Europe 2023 Keynotes!

  Hello community! This year, we are live streaming the Keynotes on both days for F-R-E-E!  Day 1 keynote:Reg link - Day 1 KeynoteJoin us as we kick off Pulse Europe and celebrate the continued growth of the Pulse community while taking a glimpse into the future of Customer Success. Nick Mehta, Gainsight's CEO, will explore efficient growth, the impact of digital tech and AI, and our commitment to better support our customers and community. Discover how Gainsight is using Digital and AI to enhance Customer Success, from onboarding to value delivery. Hear from the Gainsight Product team on unifying Customer Success, Product Experience, Community, and Customer Education, empowering CS teams and leaders. Don't miss this keynote, where we bridge the past and future, unveiling the exciting journey of Customer Success!  Day 2 keynote:Reg link - Day 2 KeynotePrepare for an enlightening morning as we dive into the future of Customer Success. We'll begin with an exploration of the core principl

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revathimenon
nbelanger
nbelangerGainsight Employee ⭐️
posted in Deliver Customer Success
Are You Ready to Elevate Your Customer Success Game?

Over the last year, customer success has seen some serious changes, in tech and SaaS. With the ever changing market teams have had to switch up their game & recalibrate their strategies – it's all about being one step ahead.Customer Success folks are now like tech-savvy detectives, using data to cook up personalized solutions and building rock-solid relationships.Join me on Wednesday November 29th at 1pm est as I’ll be hosting a session that details how I use Gainsight to manage by book of business as an Enterprise CSM tackling unexpected hiccups head-on and setting the stage for future wins.How to jump in: Registration Info BelowMastering ROI: A Day in the Life of a Customer Success ManagerWhat to ExpectInsights- Dive deep into the day to day of a Gainsight Customer Success Manager & learn how to create efficiencies using Gainsight ROI Unveiled- Learn the proactive strategies you can employ to show strategic value to your customers Ask Anything-Got burning questions? Ask away!

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nbelanger
jessicadaniels
jessicadanielsContributor ⭐️⭐️⭐️
asked in Build Communities
Gainsight Engagements: Ideas to drive clients to the community?

Hi community peeps!For those of you who have both Gainsight PX and Digital Hub, are you using any engagements (knowledge bots, sliders, etc.) to drive people from your platform/website to your community? If so, what are some of the engagement ideas you have used that seem to draw folks in?For those of you without PX - we are looking to drive more overall engagement within our community despite the time of year. Do you have any general engagement activities that you’ve seen work well, or that you get a good response to from community members?Thanks in advance :) 

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anirbandutta
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mstollenwerkGainsight Employee ⭐️
posted in Deliver Customer Success
CSM Roundtable Follow-up: Transitioning from Reactive to Proactive Risk Management

A big thank you to everybody who attended our recent CSM roundtable on Transitioning from Reactive to Proactive Risk Management where we did a quick review of this No Surprises - How CS Can Minimize Your Risk and discussed Risk Management strategies from the lens of the CSM. Whether you made it to the event or not, we’d love to continue the conversation here and collect your feedback on any topics for us to incorporate into future CSM Roundtable sessions.  Feel free to add any burning questions/thoughts/ideas here for us to answer!  You can find the recording here, and the discussion slides are attached.  Thanks!

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dshorter
dshorterGainsight Employee ⭐️
published in All About Pulse
Are you a Gamechanger? Award nominations for Pulse Europe are now open!

The 2023 GameChanger Awards Nominations are now open! The GameChanger Awards are designed to recognize and celebrate our customers leveraging Gainsight to change the game of customer success and experience for their companies, customers, teammates, and partners. A GameChanger is intuitive, always authentic, and never stops challenging the status quo. Sound like you? We thought so!This year's Categories are...The Visionary The Experience Maker The Architect The Digital Success Disrupter 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 May 2022 and May 2023. Nominations must be submitted by Friday, July 14th, at 6pm BST. Winners and finalists will receive 1 free ticket to Pulse Europe, at the Passenger Terminal in Amsterdam, 15th - 16th November. Ther

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LeenaGoulding
gpedenzini
gpedenziniGainsight Employee ⭐️
published in Deliver Customer Success
Getting Started with Change ManagementBlog

Whenever we are in a position of having to “influence and adapt” someone’s behavior, you are in the business of practicing Change Management techniques, especially when it comes to doing it professionally in your team, department, or organization. There’s usually a need to alter the status quo, a vision and a sponsor, a strategy to inform the rest of the affected people and train them to perform at their best abilities in the new expected “way of working”, while fostering a climate where they could thrive and achieve milestone after milestone. So what is Change Management? Most of the time it’s used as a buzzword to describe an indefinite set of actions and processes that, together, should create the perfect recipe for success. How I see it, it is the simplest way to lead, in a human-first manner, a group of people from scenario A to B. So let’s set our scenarios: Scenario A is when, for example, you are working as a CS Lead or a CS Ops Lead for your SaaS company, which has just signed

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gpedenzini
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Sharon BokContributor ⭐️⭐️
posted in Drive Product Adoption
Webinar on Dec. 14: The Power of Support Insights in Gainsight

  Gainsight customers can now leverage the power of data by using SupportLogic to bring AI-based, real-time signals from support cases directly into Gainsight! Join us at a Webinar on Dec. 14 at 11 a.m. PT/ 2 p.m. ET featuring:Brian Hodges, CEO & Co-Founder, nCloud IntegratorsKate Griffin, VP of Delivery Services, nCloud IntegratorsRyan Radcliff, Product Marketing, SupportLogicThey will guide you on aligning support and success teams, and:*Why immediate insights from customer support can have a profound effect on your customer relationships and retention.*The value of acting on escalation prediction, negative sentiment, and churn risk signals within Gainsight.*The technical details behind the Gainsight + SupportLogic integration.*How you can quickly leverage this integration.Don't miss this opportunity to equip your customer success team with actionable customer sentiment. Secure your spot here: https://lnkd.in/gtB2HJJv

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lauren_olerich
lauren_olerichGainsight Employee ⭐️
posted in All About Pulse
Pulse Europe 2023 Content Available On-Demand!

Exciting news everyone! The recordings from Pulse Europe 2023 are now available on the Pulse Library. 🎉 We have video recordings from the morning keynotes on Day 1 and Day 2. We have audio recordings of every breakout. For each session, there’s a button to download a PDF of the corresponding slides just below the session’s title.Visit this page and then click into each track “tile” to see the collection of corresponding sessions. We do not have advanced search capabilities yet, however, you can search the web agenda here to see which session corresponds to which track.Happy listening and watching! 

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lauren_olerich
mbond
mbondContributor ⭐️⭐️⭐️
posted in All About Pulse
Advocacy: Building a program to identify Advocates and References within your Customer base!

Huhu! Happy to share that I’m going to be sharing how we at SAP Signavio built a program to identify Advocates and References within our customer base!  Discover how a structured reference program can build credibility and trust among potential and current clients by strategically collecting, organizing, and utilizing customer references.On the session I’ll shareour main pain points how we started with a program how we incentivise both Customers and CSMs how we use Gainsight for management and collaborationExcited to see all of you at #Pulse2023 

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mbond
Nina Batlak
Nina BatlakContributor ⭐️
posted in All About Pulse
Moving from outdated tool to Gainsight Essentials Plus

Hi all, Excited to be one of the speakers at Pulse 2023 in Amsterdam. Very passionate about CS Ops and I will be talking about moving customer success team from outdated tool to Gainsight Essential Plus. Looking forward to seeing you all there. 

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aiprakash
nbelanger
nbelangerGainsight Employee ⭐️
posted in Deliver Customer Success
Webinar Recording: Mastering ROI: A Day in the Life of a CSM - November 2023

Missed the webinar on Mastering ROI: Day in the Life of a CSM” for an inside look at how Gainsight CSMs are redefining customer success through data-driven, prescriptive approaches that not only foster customer loyalty but also drive ROI while effectively mitigating risks.You’re in luck! You can find the recording and slides below. If you have any questions, please thread them below!Here is the recording from the webinar and the deck is attached!  

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nbelanger
Lais Laudari
Lais LaudariContributor ⭐️⭐️⭐️
posted in Build Communities
Brazilian Communities

Is there anyone here who manages a community with Brazilian members?😃

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leo-inspired
aaronhatton
aaronhattonHelper ⭐️⭐️
posted in Deliver Customer Success
Elevating Your Digital Customer Success: Gainsight’s Top 5 Toolkit Essentials

In the realm of digital customer success, having the right tools at your disposal can be a game-changer. These tools can help empower you to navigate customer engagement and satisfaction seamlessly. At Gainsight, our journey in crafting exceptional customer experiences has unveiled a toolkit with invaluable resources. Here, we unveil our top 5 tools to elevate your digital customer success journey. 1. Gainsight Customer Success Platform: Your Command CenterAt the heart of our arsenal lies the Gainsight CS Platform—an all-encompassing hub tailored to orchestrate and streamline customer success operations. This platform acts as our command center, offering a panoramic view of customer data, health scores, and engagement metrics. It empowers our teams to proactively identify risks, and opportunities, and personalize customer interactions for maximum impact. 2. Gainsight Product Experience: Precision in Product Adoption and Customer VoiceGainsight PX not only enables us to understand user

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aaronhatton
Lobke
LobkeContributor ⭐️
posted in All About Pulse
Pulse Europe 2023 session: All about Building an Academy that supercharges your CS team

Hi All,On Wednesday I’ll be speaking at Pulse in Amsterdam🎉Can’t wait to meet a lot of CS & CS people and I hope to get a lot of questions during/ after the presentation to really help you get the most out of the topic: Building an Academy that supercharges your CS team. I’ll share the 8 steps to building an Academy, and will include a few fuck-ups I went through and how to avoid this. An Academy becomes an essential part of your business if it’s well integrated into the CS practices and strategy so I’ll share how we’ve done this as well. Will I see you on Wednesday? 

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moellerbriannaContributor ⭐️
posted in Deliver Customer Success
Engaging Existing Customers Strategy

Hi All! We have developed our Digital Customer Experience program's foundation, ensuring we connect with every new customer for their first year of engagement. Still, I’m curious about what JO strategies you've implemented to engage existing customers who are 1+ years old. We want to create meaningful and intentional content to make customers feel valued throughout the customer journey. 

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dayn.johnson

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