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Effective URL: https://community.gainsight.com/groups/for-csms-by-csms-124
Submission: On October 17 via api from US — Scanned from DE
Effective URL: https://community.gainsight.com/groups/for-csms-by-csms-124
Submission: On October 17 via api from US — Scanned from DE
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</form>Text Content
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Crank Up Webinar: Leveraging Community to Boost Adoption & Advocacy
(Thu, Oct 19, 6:00 PM)
* Community
* Groups
* For CSMs by CSMs
FOR CSMS BY CSMS
* 6 Posts
* 5 Replies
Join group
WELCOME! TELL US ABOUT YOURSELF!
Hi! I have the privilege to be a Global CSM at Gainsight. In a gathering with
fellow Gainsters, we realized there isn't much out there from Gainsight to all
the amazing CSMs who use our product every day, so we've set out to change
that!Welcome to a place where CSMs come together to share, learn, and celebrate
success. Be sure to “join” in the upper left hand corner. Make a post to this
thread. Tell us a little about yourself and what you hope to get out of joining
this community. Start a post of your own! Ask a question, share some best
practices, celebrate a recent success! We can’t wait to hear from you! Tammi
6 days ago
444
Tammi DooleyGainsight Employee: Shoshin
WELCOME! TELL US ABOUT YOURSELF!
Hi! I have the privilege to be a Global CSM at Gainsight. In a gathering with
fellow Gainsters, we realized there isn't much out there from Gainsight to all
the amazing CSMs who use our product every day, so we've set out to change
that!Welcome to a place where CSMs come together to share, learn, and celebrate
success. Be sure to “join” in the upper left hand corner. Make a post to this
thread. Tell us a little about yourself and what you hope to get out of joining
this community. Start a post of your own! Ask a question, share some best
practices, celebrate a recent success! We can’t wait to hear from you! Tammi
6444
K
14 minutes ago
O
ophirswGainsight Employee: Shoshin
YOUR MAGIC WAND AWAITS: CO-CREATE THE NEXT BIG THING IN GAINSIGHT!
Hello Amazing Community, We're grinding away here to elevate your experience
with us. Why? Because you deserve nothing but the best! Now, guess what? We'd
love to have you in the driver's seat for a change. Our design squad has been
cooking up some cool alternative designs, and we can't wait to show them to you.
Here's the deal: We'll share the new design options soon, and we'd be stoked to
get your take on them through a simple voting process. You click, we listen—it's
that simple. Thrilled to have you with us on this journey, seriously. We’re not
just building something cool here, we’re building it together. So, what's the
one thing you'd wave a magic wand at to make Gainsight even better for your
day-to-day grind? We're all ears and super pumped to hear your game-changing
ideas! Ophir SweiryHead of Design @Gainsight
6540
O
4 days ago
Tammi DooleyGainsight Employee: Shoshin
DEAR SALLY,
Dear Sally, I’m a new CSM, and I am really struggling to get my customer
executives to join our calls. I don’t know what I’m doing wrong. Can you help?
Sincerely, Desperate in Des Moines
________________________________________________ Dear Desperate in Des Moines,
Those pesky executives are always triple booked even when they pick the time. I
feel your pain! You have to make YOUR call more important to them than their
overflowing inbox, another internal “planning meeting”, or posting something
“inspirational” on LinkedIn. Here are a few tips: Don’t be a last-minute
Lucy…have a clear agenda aligned to that executives’ priorities and send it in
advance. Put on the Ritz - Include something exciting that they can’t get
elsewhere, like a sneak peek at your Product Roadmap. Pin a tail on their pain
point - Make sure you understand why they are using your product and be
prescriptive in your guidance in how they can get incremental value. If all else
fails, send up a flare and get your Execut
6651
4 days ago
NateBartlettGainsight Employee: Shoshin
THE EVER-EVOLVING REALITY OF THE EBR
The Executive Business Review is a magical opportunity to drive an alignment
between the most important stakeholders among your Customers and your
organization. At recent Pulse events I have been blessed to stand and share my
thoughts on ways to capitalize on the EBR and to help make this an Experience
for everyone involved (deck attached). It's not to be taken lightly, but it is
in need of some refreshing and I can confidently say that taking a chance and
letting your creativity shine in these arenas can truly pay big dividends for
your partnership with your Customers, cement your status as a Trusted Advisor,
and level up Your Brand overall. With that, I do also need to address the
Elephant in the room that stands somewhere between “The EBR is Dead” and “The
EBR Doesn’t Scale”. To which I, like all animal lovers, would kindly approach
this elephant and give it a snack (because it’s obviously a bit hangry) and seek
to help it understand where the truth lies within this somewhat polariz
20
4 days ago
AhuntGainsight Employee: Rookie
HOW TO ADDRESS UNENGAGED CUSTOMERS
I got a great question from someone who watched this Pulse session I presented
on Not Just a Check-in! Key Elements to a Strategic Cadence Call and wanted to
relay that here and my answer. Please add other suggestions here on tactics you
have tried! This question was: How you would approach a situation where after
confirming the customer attendance and sharing a short agenda a couple days
ahead you get no input from the customer? Example - we show up to the call, I
can tell the customer is not talking much, doesn't want to share much and the
conversation is not benefiting either party. First of this this person is doing
a LOT right (prepping on their end, sending an agenda, asking for input 🙌) and
even more important being introspective enough to realize the call is not
beneficial, so they are reflecting on the quality of the call. Now…..what to do
next? As scary 👻 as this sounds calling it out directly is what is needed,
however this needs to be done carefully. I would recommend giv
30
5 days ago
vvadasGainsight Employee: Shoshin
LET'S START/CONTINUE THOSE CROSS-SELL & UPSELL MOTIONS!
How does your organization think about cross-sell and upsell motions in your
role? Is it a requirement? Is is it a motion that’s being SPIFF’ed? Or is this
an area your team has yet to start in a formalized process? At Gainsight, we’re
super focused on driving additional value for our customers by helping our
Commercial counterparts. In this market it’s critical to identify opportunities
and my colleague and super successful CSM, Desiree Dieter, spoke about this very
topic at Pulse 2023. Spoiler alert: As CSMs we are primed to identify upsell and
cross-sell opportunities more than other roles at your organization. Your
leaders are probably thinking about how to justify budget for your teams and
helping grow your book of business is a tangible way to show value. Desiree
brought up a few key points in her presentation that I’d like to suggest as
takeaways in your day-to-day: How well do you know your customers business and
needs? Create a mutual Success Plan and uncover their goals and b
10
6 days ago
ABOUT THIS GROUP
Welcome to a place where Customer Success Managers come together with enthusiasm
and curiosity.
Share and Learn Together: Share your experiences, learn from others, and unlock
the collective wisdom that comes from a group of CSMs united by a shared passion
for success and joy.
Celebrate Success, Big and Small: We celebrate every milestone, whether it's a
glowing testimonial or a personal breakthrough. Let's celebrate success with the
same unbridled excitement.
Resource Rich: Dive into resources and tools tailored to CSM excellence. With
guides and templates to the latest industry trends, you'll find everything you
need to elevate your skills and strategies.
Industry Insights: Stay ahead of the curve with discussions on emerging trends,
challenges, and opportunities within the world of Customer Success.
Continuous Learning: Learning is a lifelong journey, and here, we're committed
to your growth.
MEMBERS
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