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Share Insights and Best Practices

A place for sharing of cutting-edge best practices and real-world examples

  • 39 Topics
  • 127 Replies
39 Topics
matthew_lind
matthew_lindVIP ⭐️⭐️⭐️⭐️⭐️
published in Share Insights and Best Practices
Gainsight CS Admin: Commonly Used Links: Import Bookmarks to ChromeCS

For my Gainsight CS Admin friends, I’ve compiled a list of frequently-visited pages within the CS platform. This helps me quickly navigate to any part of the instance via Chrome Bookmark. Each Gainsight instance has a unique URL, but the navigation within an instance is common. Thus, you can quickly build a set of Bookmarks for yourself for your own instance by taking the following steps.Copy and paste the below HTML into a Text Editor. Not Google Drive, not Chrome, not Apple Notes, but something akin to BBEdit. You've got to open the raw text so you can edit the HTML tags rather than have the HTML actually display. Run a "Find and Replace" on yourinstancenamehere and replace with...you guessed it...your instance name. EU tenants, include the .eu portion of the URL. Save the file as an HTML file. In Google Chrome, use Chrome menu > Import Bookmarks and Settings (That's the MacOS path; Windows folks...you're on your own). Navigate to your saved HTML file and import.You’ll end up with

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revathimenon
revathimenon
revathimenonGainsight Community Manager
published in Share Insights and Best Practices
DCS Scoops w/ Alizée Levavasseur: Best practices for contact data management in DCS - P2
DCS Scoops w/ Alizée Levavasseur: Best practices for contact data management in DCS - P2CS

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 Use data for informed decisions:Identify individuals with outdated or invalid email addresses.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
revathimenon
revathimenonGainsight Community Manager
published in Share Insights and Best Practices
DCS Scoops w/ Alizée Levavasseur: Best practices for contact data management in DCS - P1
DCS Scoops w/ Alizée Levavasseur: Best practices for contact data management in DCS - P1CS

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
dayn.johnson
dayn.johnsonVIP ⭐️⭐️⭐️⭐️⭐️
published in Share Insights and Best Practices
Advanced JO hack to get a conditional evaluate step before an email (like in new dynamic JO)CS

Advanced JO hack (if you want to use a conditional wait step before a program action) for anyone who hasn’t experimented with it: Running a “no action” API call on the recipient’s email address is a (wonky) way to get that new dynamic JO evaluate step between when the audience is brought in and when the first email is sent. I’ve done some CSV testing (sent to myself), and the logic checks out. Hope this helps anyone who’s waiting for the new dynamic JO to get a bit more mature before adopting it! Some screenshots for illustration ⬇ JO configuration Overview of the program logic ​​​​API configuration (mapping email to the recipient email) External Action - Custom Connector configuration Payload configuration (email)Headers configuration (will need your tenant ID and shared secret)Fields configuration (email string) 

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revathimenon
revathimenon
revathimenonGainsight Community Manager
published in Share Insights and Best Practices
WorkTango’s Digital Journey: Cracking the Code (Part 2)
WorkTango’s Digital Journey: Cracking the Code (Part 2)CS

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 Share Insights and Best Practices
DCS Scoops w/ Zack Siegert: Key KPIs to assess overall success of DCS programs
DCS Scoops w/ Zack Siegert: Key KPIs to assess overall success of DCS programsCS

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
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
published in Share Insights and Best Practices
Tips for QAing/testing JO ProgramsCS

I wanted to share some tips on how I go about QAing or testing a Journey Orchestrator program, as it has taken me some time to standardize my processes and identify the “best” way for my org to test our new programs before launching.Design your program as you believe it needs to be designed. Create a Clone of the program and title it TEST - [name of program]. This is the program you will use for testing. *Shorten any conditional wait times, wait timers, and/or reminder times to allow for quicker testing Use CSV import to upload yourself as a participant Set your Uniqueness Criteria so that “Participant with same unique criteria can enter after...” SELECT ALL participant states. This will allow you to test multiple pathways as the same participant. Create a QA checklist so you can test scenarios as you go. Some common checklist items for me include “Sender is sent from Sender Email” … “Email template format looks good” … “Mappings worked as expected” … “Survey link worked” … “Survey pre

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dayn.johnson
revathimenon
revathimenonGainsight Community Manager
published in Share Insights and Best Practices
DCS Scoops w/ Jordan Barker: Your Digital Customer Success Starter Pack
DCS Scoops w/ Jordan Barker: Your Digital Customer Success Starter PackCS

Hello everyone,Our Digital Disruptor Community Friend @Jbarker is back this time to share something critical that set him and his team up for success in the Digital Customer Success World!3 simple and clean suggestions to ensure you have a strong head start in the DCS world.  Here’s a summary:Vision: Be bold in your vision. (Vision example - 0:08 secs) Start Simple & Get Quick Wins: Quick wins are your secret sauce. They show your exec team that this program is the real deal! (Quick win example - 0:31 secs) People: Chances are you already have a CS team transitioning to a digital-led program - use strength finders to understand what digital led roles are suitable to individuals in your team. If you do not have CSM, consider investing in specific digital first roles (Example - 0:59 secs) I’d love to turn the spotlight on to our fellow community friends here now to share more together: Have you begun crafting your very own digital-first roles within your company?If so, would love to

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alizee
revathimenon
revathimenonGainsight Community Manager
published in Share Insights and Best Practices
DCS Scoops w/ Jason Augello: Starting Strong in Digital Customer Success
DCS Scoops w/ Jason Augello: Starting Strong in Digital Customer SuccessCS

Hello folks,Are you someone who is newly stepping into the world of DCS?Or maybe someone who is sailing through the early stages of your DCS journey?Our community friend, @jasonaugello from NAVEX has got your back, with these 3 tips to start you strong in your new DCS journey. P.S - A huge shootout to Jason who was so enthusiastic to partner on this series, to share his experiences & learnings, back to our community here! 🤝🏼  Here’s a quick glimpse:Automate your customer lifecycle : every customer will definitely go through a lifecycle. Watch the video for a key example - 00:13 Ask your CSMs : Find out what emails they're firing out consistently. What templates are they using for FAQs? By automating these, you free up your CSMs to do what they do best – build relationships. Start somewhere : Learn by doing. You’ll discover what works and what doesn’t, as you go on your DCS journey and don’t let perfection get in the way of starting something good As much as Jason is curious to kn

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J
bmayden
bmaydenContributor ⭐️⭐️⭐️⭐️
published in Share Insights and Best Practices
ChatGPT CSM Adoption EmailsCS

The Gainsight Community never fails to inspire and motivate me. After the ChatGPT fest at Pulse, and seeing Seth’s amazing “Hot Takes” I realized, I need to do some dang marketing with my CSMs. So I asked ChatGPT for a slack message about different functionality in a hot ones theme. Then I thought, well, I’m in Austin and it’s going to be Tuesday so.. Taco themed. It ended up being an email and I MAY have said “I need this a little shorter with more Taco Puns.” And this amazing email came to be! My CSMs LOVED it. And I’m seeing traffic from it! I decided on focusing on Cockpit so that I can reinforce “this is your home base”. What’s an easy thing to get them to buy into? If they adopt Cockpit, the other good stuff comes almost naturally.  

891
kathleenkenny23
matthew_lind
matthew_lindVIP ⭐️⭐️⭐️⭐️⭐️
published in Share Insights and Best Practices
What are you reading / listening to that's adjacent to Customer Success?CS

What books, podcasts, authors, topics, etc. you follow to supplement your Customer Success career?I’m interested especially in what tangential material or subjects you follow. Perhaps there’s a leadership expert who relates her expertise in a way that particularly helps you. Or there’s a YouTuber who really shares his goal setting habits well. It’s not directly Customer Success knowledge, but it’s applicable to our field.What do you follow or listen to or read, perhaps that’s not directly in the Customer Success swim lane, that you’ve found especially helpful or inspirational?

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kiranpanigrahi
sarahmiracle
sarahmiracleVIP ⭐️⭐️⭐️⭐️⭐️
published in Share Insights and Best Practices
Create a C360 Related List for JO Emails as a workaround for not logging to timelineCS

Those of us who love Journey Orchestrator also feel the painpoint of these emails not logging to Timeline. While there is some good reasoning to consider for why this is not an out-of-the-box feature, JO is an extremely flexible tool, and therefore the decision for whether emails from a program should display in timeline or not should be left up to the GS admin for that instance.Regardless, if you’re like me and need to show your CSMs automated emails but don’t want to do the heavy lifting of syncing to SFDC > back into Gainsight Timeline, a great workaround is to create a report and display it as a related list in the C360.Here’s how I did it:Used the AO Emails object In the “Show Me”, included the fields Created At (which is the Sent Date), Email Template Name, Full Name (Gs Participant Id → Full Name), Recipient Email Address (Gs Participant Id → Full Name), Email Opened, Bounce, Text BodyIf you wanted to go a step further and limit the return of records to a specific program, yo

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anirbandutta
romain
romainContributor ⭐️⭐️⭐️
published in Share Insights and Best Practices
Valuize's Ultimate Guide To Succeeding With Gainsight CSCS

Hello Gainsight enthusiast!For enterprises looking to drive efficient and scalable value realization, customer success technology isn’t merely a nice-to-have, but a fundamental organizational imperative. And, as the leading CS solution on the market, Gainsight is the most powerful platform to operationalize an effective CS strategy.In Valuize’s new eBook, we’ve compiled years of Gainsight expertise to create the most comprehensive guide to succeeding with Gainsight CS to help leaders maximize the impact and value of their Gainsight CS investment. Grab your copy here: https://bit.ly/3GDngyk Ultimate Guide To Succeeding With Gainsight CS 

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revathimenon
LukeM
LukeMContributor ⭐️⭐️
published in Share Insights and Best Practices
How Alteryx thinks about Digital Customer SuccessCS

Hi there,I recorded a podcast episode on Digital Success Plans and how we at Alteryx think about guiding our customers to be successful in data and analytics.Check out the link here where you can listen or find links to Spotify or wherever you get your podcasts:https://community.alteryx.com/t5/Alter-Everything/118-Prescribed-success-plans-with-Alteryx/ba-p/1014195Any feedback or questions are much appreciated!

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LukeM

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