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1204 Topics
revathimenon
revathimenonGainsight Community Manager
published in All About Pulse
Taking the stage at Pulse EU 2023? We'd love a sneak peek! 🎤

It feels like yesterday that we were sharing stories about Pulse US ‘23.😱We’re already at the next destination for Pulse Europe ‘23! ⭐So many stories and moments upcoming at Pulse EU. I can already feel it! Call for all speakers to:Register on this community if you don’t have a profile yet. Make sure to jazz up your profile with all your imp details & your favorite headshot. 📸 If you already had an earlier profile you can't remember, let us know and we’ll look it up, and update your email address with the latest. Login and give us a glimpse into your session. We’d love to get a teaser to what we’ll be learning & discussing in your session - this will be equally exciting those who are attending in-person as well as those who can’t. You can do that by starting a new discussion here.Two amazing speakers @Nina Batlak & @martin.kroehner have already raised the curtains with their teasers that’s got us fired up! 🔥⬇@Nina Batlak @martin.kroehner ⬆Additionally, you might see a

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revathimenon
1 year ago
lauren_olerich
lauren_olerichGainsight Employee ⭐️
published in All About Pulse
Know Before You Go | Pulse Europe 2023

For those joining us at Pulse Europe this week, here’s some important information to have at your fingertips: Check-in ProcessWe created a unique QR code which can be found in the Pulse Europe app for you to expedite your registration check-in process. Simply have this QR code available on your smartphone (or printed out) ready to scan at registration check-in. Cloak RoomA Cloak Room will be available at Passenger Terminal. Getting to Pulse EuropeThe Venue: Pulse Europe 2023 is taking place at Passenger Terminal Amsterdam, Piet Heinkade 27, 1019 BR Amsterdam. For more details about directions, check out their website here. Mobile AppOur mobile app is live and ready for download. It is available on iOS and Android. Search for 'Pulse presented by Gainsight' in the app store for your device. If you didn’t receive an email with your login credentials, please contact pulseeurope@gainsight.com. *NEW* Have you registered for your sessions?To view the full agenda, please visit the website here

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lauren_olerich
1 year ago
Andrew Brown
Andrew BrownGainsight Employee ⭐️
published in Foster Learning & Education
Welcome to the Gainsight CE Community!

Welcome to the Gainsight CE Community—we’re so glad you’re here!What can you expect? We have opened 2 interaction spaces for Industry discussions and Product Support:👩🏽‍🏫 This Customer Education section is a place to explore customer education best practices, and connect with you peers (in and out of the CE world).  ⚙️ You can also head over to Product Features section to discuss all things Gainsight CE and make sure you have all the information necessary to make the most of your academy.Join us, and let's grow together.

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anirbandutta
1 year ago
hcarroll
hcarrollGainsight Employee ⭐️
published in All About Pulse
Networking & Human-First Connections at Pulse Europe 2023!

WOW 😝 only one week to go until Pulse Europe 2023 takes over the beautiful city of Amsterdam! 🇳🇱🌷In the lead up to the event, we wanted to get the ball rolling and offer you the opportunity to start making some connections now before your trip, so that you can have even more rewarding, valuable, and delightful conversations when you’re at Pulse Europe next week. 🤝If you’re 🔥 #FiredUp 🔥 and looking forward to making some human-first connections, in-person, hit that like button and leave a comment down below. Let the community know what sessions you’re attending, what you are looking forward to the most and how many Pulse events you’ve been to - this will be number 7 for me! 🎉If there are specific topics that are important to you…Start a conversation below and let the community know what’s top of mind. Arrange to connect, meet up, and discuss them over a coffee ☕️  If you haven’t done so already, make sure to download the Pulse Europe app so you can build your agenda and connect

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brenna.oneill
1 year ago
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AusteContributor ⭐️
posted in All About Pulse
Complimentary Gainsight Consultation in Pulse Europe 2023!

Hi,If you are attending Pulse Europe 2023 and have questions about Gainsight Technology, you can book in a complimentary session during the breaks! If you are a current customer, you might not be sure whether you're making the most of Gainsight’s capabilities or prepared for the next feature launch and adoption.If you are purchasing Gainsight, you might be looking for some best practice roll-out advice to see that ROI asap. No question is too big or too small for a former EMEA Gainsight Senior Solutions Architect!https://calendly.com/auste-gschat/15mins-free-gs-consultationLooking forward to connecting with you!Best,Auste Foster 

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A
1 year ago
A
AlaneCOContributor ⭐️
posted in All About Pulse
Session: Superior Personalized Learner Experience at Scale

I am very excited to join the Pulse 2023 conference as a presenter.I have been carefully crafting my message to make sure it includes just the right amount of strategy information and quantifiable results, along with a bit of storytelling and truth sharing. (My cat ChaCha has also been working hard on it, as you can see in the picture. She is a graphics expert! 😉) If you are interested in learning more about how to add personalization at scale using Gainsight CS, plan to join my session! 😃Few things i’ll be touching upon:How do you decide what projects get your attention in the first year? CS Automation can help you deliver an elevated experience for learners with usage data. Using CS relationships to push expand what is possible with CS. Tangible return on investment in your first year. Track: Getting Started Fast with CS track. Session: Superior Personalized Learner Experience at Scale

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A
1 year ago
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Deliver Customer Success
Unlock Your Creativity: Introducing Gainsight's Email Template Builder and an Exclusive Template Ideas Contest!Blog

🏆 Highlight : Automatically enter the running to win a coveted free seat in our upcoming virtual Advanced Admin Workshop, scheduled from Sept. 25th - 28th. More about the contest to the end of the post!!Hey there, amazing Gainsight community!I'm thrilled to share some incredible news that's got me buzzing with excitement. Gainsight has unveiled a game-changing enhancement to its Journey Orchestrator platform—the all-new Email Template Builder feature! 🚀 Imagine crafting stunning, attention-grabbing emails in a matter of minutes, all through a simple drag-and-drop interface. Yes, you heard that right! As someone who's always on the lookout for efficient ways to engage with our audience, this new feature has me over the moon. 🌙Why I am so excited about this? Well, let me break it down for you. The revamped Email Template Builder feature isn't just your ordinary tool. It's a powerhouse that empowers you to communicate like a pro. Here's how it can transform the way you engage with your

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James_Ofczarzak
1 year ago
revathimenon
revathimenonGainsight Community Manager
published in Deliver Customer Success
DCS Scoops w/ Jordan Barker: Best practices to ensure consistency across customer touchpoints

Hello everyone,If you are in the early stages of DCS, i’d suggest first checking out our community friend @Jbarker ‘s  suggestions on getting a strong head start in DCS On that note, Jordan’s taken it a level up to share some best practices to ensure there aren’t too many customer touch points between digital and other teams.  Key points to remember:Relationship focus: In DCS, focus on building a relationship between your customer and the company - NOT a relationship with a person and that particular customer. Consistency every where: Work with other teams in your company to achieve a consistent brand & voice. Use your advantage wisely: Being in the CS team lets you have a good understanding of the customer experience. Use this position to your advantage to influence & encourage a cross-functional approach  to customer engagement.  Are there any additional best practices you would suggest to ensure consistency across customer touchpoints? Hoping to learn from you all! 

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Jbarker
1 year ago
martin.kroehner
martin.kroehnerContributor ⭐️
posted in All About Pulse
Speaking about Scalability Powered by Automated Digital Customer Journeys

Dear Community,I am thrilled to announce that I will speak about SAP Signavio’s Digital Customer Journey and to present how we have built a team of 12 Virtual CS professionals focussing on our tech touch customer base at SAP Signavio. On top of that I will show you our approach to reduce time-to-value with on-demand access to self-serve resources, compelling content, and more. About me:I am leading the Virtual Customer Success team at SAP Signavio. We have built our team from one Virtual CS professional to 12 globally within 2 years, which was quite a ride, but definitely worth it.I am looking forward to connecting 🙂

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Aman
1 year ago
revathimenon
revathimenonGainsight Community Manager
published in Deliver Customer Success
DCS Scoops w/ Zack Siegert: Key KPIs to assess overall success of DCS programs

Hi everyone,I’m thrilled to share what I've been cooking up with someone who I remember very vividly as a person who is wholeheartedly always ready to give back to the community, at any opportunity.Remember when he swooped in to support our Beginner Admins in Training with this brilliant tip? I'm talking about @zdsiegert , the Senior Manager of Digital Customer Success at AuditBoard & he's revealing some crucial KPIs for assessing the success of any Digital Success program.   How to get there?Align DCS metrics/KPIs to the KPIs of CS & the Business - it’s a winning formula! View it from a Leading Indicators to Lagging Outcomes - (Example programs at 00:19 )  Engagement data to Adoption/Health Data to Revenue Data - evaluate this over time Perform Cohort Analysis - Perform this on those who have engaged in a particular program & those who haven’t, in order to show impact back to business.To quench our curiosity further, Zack’s shared a fascinating example of how they aced 1:M

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revathimenon
1 year ago
hcarroll
hcarrollGainsight Employee ⭐️
posted in All About Pulse
Join me at Pulse Europe 2023 in Amsterdam & embark on an exhilarating journey into the dynamic world of Customer Success!

If you're a newcomer in the field looking to unlock the secrets of success, or striving to rally your leadership team behind a game-changing Customer Success solution like Gainsight, this is your golden ticket! 🎫Prepare to be transported into the heart of the action, as this presentation is catered exclusively to those just starting out on their Customer Success adventure. Unearth invaluable strategies, delve into gripping first-hand experiences, and gain actionable insights that will supercharge your path to becoming a Customer Success superstar. ⭐️Be the ultimate champion for Gainsight within your organisation – this presentation is your gateway to an epic transformation in the world of Customer Success! 🎉Join me (a former customer & now CSM at Gainsight) where I’ll be sharing: -✅ What it’s like to be the first Customer Success Manager within an organisation.✅ How to raise your profile and advocate for Customer Success internally and cross-functionally.✅ Top tips for getting st

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aiprakash
1 year ago
tomrbarry
tomrbarryContributor ⭐️
asked in Drive Product Adoption
What are the best practices for how often to run rules for a health score?

We are currently revamping our health score and the person who set up our previous score had rules engine run every night for the health score. We are curious what other companies do, is it best practice to update your Health Score every day or is weekly appropriate? Any tips or tricks and suggestions on best practices here would be greatly appreciated. 

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tomrbarry
1 year ago
J
jennypinoContributor ⭐️
asked in Drive Product Adoption
Setting Sender Email as someone not linked to record.

When sending a survey,  we want the survey to come from the EVP of Sales.  He is not the CSM, Owner or any record tied to the account.  How do we set him as the sender if he is not linked anywhere on the record in Salesforce?

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J
1 year ago
D
DanielLourencoContributor ⭐️
posted in Deliver Customer Success
How to handle Q&A from customers that do not have a CSM

Hi Gainsight community - first post for me.I would like to ask a generic question on Customer Success (are more genetically on Customer Experience).Any software company receives questions of different types in its support channel - in our case at OutSystems e receive lots of “How To” questions that are not product issues. These are questions relate with best practices of how to use the product or simply “request for help” to understand why the customer implementation is not working as expected (troubleshooting). My question is - how do you deal with these Q&A coming via the support channel in your companies?I see a few options:have the support team answering these HowTo questions (it’s included in Support) Have the CS team answering these questions in a pooled capacity(handover from CS to Support) Have a professional services and digital offer to cover for this Q&A - only paying customers will get answers to HowTo questionsWhat do your teams do to deal with this constant stream

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Alistair FIeld
1 year ago
C
CansuContributor ⭐️
asked in Build Communities
Social Media Activity

Hi everyone! We want to expand our ranking & badging and involve activities such as social media shares from the community. ie. When users share a community article on their (LI, FB, X) they receive a badge. The question is how can we check this 👀 thanks!

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revote
1 year ago
Snigdha Adiraju
Snigdha AdirajuGainsight Employee ⭐️
posted in Deliver Customer Success
🚀 "Revolutionizing CS with AI: How Moveworks saved 4,000+ Work-Hours in just 6 Months with Gainsight! 🚀

Ever wondered how to supercharge your Customer Success team with automation through Gainsight? Look no further! 🌟 Join us for an eye-opening journey as Moveworks reveals how they saved over 4,000 hours in just 6 months by seamlessly integrating AI, automation, and Gainsight. 💡 Key Achievements:3x improvement in Joint Success Plan throughput. Saving over 4,000 total CSM hours, making every minute count. Automatically summarized 4,800+ calls for actionable insights. Sent out a whopping 2,000+ emails with precision and ease. Generated 1,200+ decks at the touch of a button. Witnessed a stellar 32% increase in ARR managed by CSMs since kicking off these efficiency initiatives. This incredible journey is your gateway to redefining the future of customer success! 🚀 🗓️ Save the Date: September 28, 8 AM PST/11 AM EST. 📌 Register Here  Don't miss out on this opportunity to unleash the power of Automation with Gainsight. —see you there! 

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revathimenon
1 year ago
hcarroll
hcarrollGainsight Employee ⭐️
posted in Deliver Customer Success
Executive Business Reviews (Part 1) - Make Them Taste Good

 Executive Business Reviews (Part 1) - Make Them Taste Good  I was fortunate enough to recently attend one of our amazing corporate hospitality events that Gainsight hosted for Customer Success Leaders in London, where they were taught how to make delicious hand-made pasta from scratch.As the chef was guiding us on what to do, it got me thinking. Customer Success is a lot like cooking. You need to have all the right ‘ingredients’, such as a robust Success Plan, strong Stakeholder Alignment and visibility into Customer Health. However, it is the Customer Success Manager (i.e. the chef) that makes the magic happen (or, using my analogy, the food taste good). Keeping with the above theme, If you've ever read the “The Customer Success Professional's Handbook” (Chapter 8 - Section 6), then you will recognise the analogy of treating a Quarterly / Executive Business Review, like a meal. Once again, it needs all the right ingredients and you are responsible for preparing them correctly: -There

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Moritz
1 year ago
revathimenon
revathimenonGainsight Community Manager
published in Build Communities
Community Bytes w/ Sarah Masterton-Brown: 3 important factors when launching a community

I’m excited about this one because this topic feels so unique, yet so much to learn and implement from each other’s experience.We're delving into the unique world of community launches, with the fabulous @sarahmasterton-brown  sharing some golden tips on this.Let’s dive right in to the details:  Don’t stress the numbers rollercoaster: It’s quite normal to witness a surge in registrations & views in the initial 3 months, followed by a possible dip. But fear not! This rollercoaster can help a lot in understanding your community's growth patterns and fine-tuning your strategies for the long haul. Spot your customer advocates: Rally support from them (Check 00:38 for a real example from Mews) Slow down on Gamification in the early days: Channel your efforts into creating value-driven interactions that resonate with your new members. Save the dazzling gamification fireworks for later down the road—perhaps around the 6-month mark. Which tip resonates with you the most when you launched y

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anirbandutta
1 year ago
Andrew Brown
Andrew BrownGainsight Employee ⭐️
posted in Foster Learning & Education
Bringing Customer Education to a CS Strategy

[Webinar Recap] Get (Culinary) Schooled: Bringing Customer Education to a CS Strategy All chefs need training to master their craft, just like your customers need proper onboarding and training to unlock your product's value. But unlike chefs, who can tweak recipes on the path to perfection, your customers crave a more structured recipe (of courses). In this edition of our “Chef’s Kiss" webinar series, Matthew Meeks, Director of Customer Education and Global Programs at Front, shares how his team uses the Front Community and Front Academy, both powered by Gainsight, to support thousands of customers across industries and team structures. Here are the key pillars of Front's strategy:  Training starts on day 1 (if not before) Front understands the importance of getting their customers off on the right foot, which is why Matthew and his team rely heavily on learning during the onboarding process (if not before during the trial phase). By delivering education early in their journey—through

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Andrew Brown
1 year ago
kendra_mcclanahan
kendra_mcclanahanGainsight Employee ⭐️⭐️
posted in Deliver Customer Success
I CS Ops, and So Can You!

Inspired by Pulse, I’m revisiting a document I created exactly a year ago but completely overthought so I avoided posting it 😅As a member of Gainsight's Customer Operations team, I've been asked numerous times about how we manage our team's operations, including administering our Gainsight and Zendesk instances, enabling our CSM and Support teammates on internal processes, and implementing strategic programs for our customers. While I’ve had many one-off conversations, I’ve struggled to pull together all of the details to share more holistically. This is me holding myself accountable (hopefully).  I'm planning to write a series of posts that will hopefully provide insights into the key processes that we’ve built at Gainsight that I hope are helpful!Here’s an overview of what I’m planning - what else would you like to see/learn?Sprint Planning: Discover how we allocate our team's time between strategic initiatives and run-the-business operations. I'll share how we use a planning board

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kendra_mcclanahan
1 year ago
lauren_olerich
lauren_olerichGainsight Employee ⭐️
published in All About Pulse
Watch Pulse 2023 Sessions On-Demand!

The Wait is Over! Every Pulse Session is Now Available! With 3 keynotes, 79 sessions, and 9 tracks running simultaneously, there was no way to consume everything at Pulse last week. Now you can unlock hours of extra learning by accessing the content at your leisure with Pulse Library!We've supercharged the way you experience Pulse Library by relaunching the digital experience on AudiencePlus. Subscribe there to stay in the know on all things Pulse, gain access to future subscriber-only content, and get customized recommendations on what to watch next over time.Some frequently asked questions:Can I search for a particular session, speaker, topic? Our new system hasn’t revealed their search functionality YET but when they do, it will be great. In the meantime, go to the Pulse 2023 Agenda page and search there. Once you know the track name, you can find the track HERE and drill into the session video you’re after. How much does it cost? Accessing materials on Pulse Library is FREE! Enjoy

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seth
1 year ago
Ehsan.Avazpour
Ehsan.AvazpourContributor ⭐️
asked in Drive Product Adoption
Scorecard Analysis

Hello all,I’m a newer Gainsight admin, ~ 1 year in the role, and am looking to perform a scorecard analysis.  We have been in Gainsight for less than 1 full year and I’m hoping to 1. identify good year 1 objectives for scorecard analysis, and 2. determine a good starting framework for this analysis.   thanks in advance for any guidance this community can provide me!

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matthew_lind
1 year ago
tyler_mcnally
tyler_mcnallyGainsight Employee ⭐️⭐️
posted in Deliver Customer Success
ROI of CSM Org - Companies with CSM have higher GDR and NDR

Friday CS Analytics day comes early!Benchmarkit executed a large CS Benchmarking study in partnership with Gainsight.  Details below.I was looking into GDR/NDR performance for companies with and without CSMs.  Excited to share there is much better performance (statistically significant) with CSM team.  Discover other insights from The CS Index 2023 for North America. We surveyed over 400 companies about the state of their CS organizations, the metrics they use to measure impact, and the ways they plan to invest in CS and CS Ops in the future. This year we took a heavy look into how Digital CS is being incorporated into strategy and organizations.

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tyler_mcnally
1 year ago
tyler_mcnally
tyler_mcnallyGainsight Employee ⭐️⭐️
posted in Deliver Customer Success
Customer Success Compensation 2023 - Report Released!

Just wrapped up a webinar discussion on CS Compensation trends with Ray Rike from RevOps Squared.Summarized the trends from our 2023 CS Comp Survey Discussed how we’ve seen CS comp plans evolve over the last several years Compared the two ends of the spectrum for comp Variable based on Renewal/expansion performance  Variable based on Outcome (typically an Activity, Indicator, or Result) We had a ton of questions during the session that I wanted to bring to the community.  Dont see you question here? or don’t see an answer?  Create a community post and tag with #compensation! First, a set of questions that are answered in the report - so head here to get it! (https://info.gainsight.com/the-evolution-of-customer-success-report-ebook.html)What is the compensation breakdown for a Director of Customer Success? Are you seeing a trend of variable pay focused on Net Dollar Retention, rather than something like quota commission + churn target MBO?    Where do Directors and Sr Directors fall in

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tyler_mcnally
1 year ago
seth
sethGainsight Employee ⭐️⭐️⭐️
posted in Deliver Customer Success
CSM Compensation Trends

An informal survey of CCOs about CSM compensation gives us some incredible insight into the broad variety of ways that comp has been structured. See attached PDF, linked below.For example:About half of CS teams have some amount of team-performance variable comp Median variable comp is 20%:⬇️ Attached PDF with much more info ⬇️

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tyler_mcnally
1 year ago

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