communities.gainsight.com
Open in
urlscan Pro
2600:9000:266e:5a00:8:9fef:8780:93a1
Public Scan
Submitted URL: http://gslink.gainsight.com/ls/click?upn=qe1qbeU1PJkuo67HoKRexk0N-2BbfsFc6uLIBTbQ-2F9a0rbcwgwilHkiuCE-2BFbZPXM0B7eYXZoY8dJYD...
Effective URL: https://communities.gainsight.com/groups/for-csms-by-csms-190
Submission: On January 19 via api from US — Scanned from DE
Effective URL: https://communities.gainsight.com/groups/for-csms-by-csms-190
Submission: On January 19 via api from US — Scanned from DE
Form analysis 4 forms found in the DOM
GET /search
<form method="get" action="/search">
<div class="searchbox searchbox--large qa-search-area">
<div class="searchbox__input qa-menu-search-input">
<div class="algolia-search--forum algolia-search" data-preact="algolia/components/Search"
data-props="{"isUserGuest":true,"isFederatedSalesforceSearch":false,"isFederatedSkilljarSearch":true,"isFederatedFreshdeskSearch":false,"isAlgoliaAnswersActive":false,"category":null,"isParentCategory":null,"groupId":190,"phrases":{"Forum":{"live.search.placeholder":"Search for answers, best practices and more","live.search.search.text":"Search:","show.results":"Show results","advanced.search.filters":"Filters","live.search.no.result.found.text":"No results found for:","live.search.trending.text":"Trending","live.search.ask.question":"Ask question to the community","live.search.view.all":"View all","topic.form.type.discussion.label":"Conversation","content_type.label.article":"Article","content_type.label.question":"Question","answered.mark.title":"Solved","ask.question.title":"Ask question","ask.question.title.description":"Start your question with 'What', 'How' etc and phrase it like a question.","ask.question.optional.description":"Add description (optional)","cancel":"Cancel","create":"Create","title":"Title","Choose your subject":"Choose your subject","post.textarea.label":"Description","topic.editor.subforum.title":"Category","topic.first.reply.placeholder.textarea":"Add as many details as possible, by providing details you\u2019ll make it easier for others to reply","wysiwyg.h1.btn.title":"Large heading","wysiwyg.h3.btn.title":"Small heading","wysiwyg.embed.btn.title":"Embed media","wysiwyg.video_embed.btn.title":"Video embed","Save":"Save","Cancel":"Cancel","wysiwyg.submenu.title":"More options","wysiwyg.features.links.text_input":"Text","wysiwyg.features.links.link_input":"URL","wysiwyg.features.links.link_input.placeholder":"Paste a link","wysiwyg.modals.embed.title":"Embed media","wysiwyg.modals.embed.placeholder":"Paste a link to embed media. Supported platforms: YouTube, Soundcloud, Deezer, Vimeo, Dailymotion.","wysiwyg.modals.embed.submit":"Insert","wysiwyg.features.links.link_button":"Save","Upload image":"Upload image","o_embed.error.error_no_url":"Missing embed URL","o_embed.error.error_not_valid_url":"URL provided is not valid","o_embed.error.error_service_not_supported":"The provided domain is not supported","o_embed.error.error_not_retrieved":"Embed data could not be retrieved","vraag":"Question","advanced.search.show.more.topics":"Show {number} results","forumList.meta.counter.post.user.new":"{n} new","beantwoord":"Solved","Sticky":"Sticky","topicList.meta.voted":"Voted","topicList.meta.vote":"Vote","Show more":"Show more activity"},"Control":{"editor.controls.quote":"Quote","editor.controls.spoiler":"Spoiler","editor.controls.code":"Code","editor.controls.url":"Url"},"Common":{"advanced.search.filter.clear.all":"Clear all","bb.spoiler.show-content":"Show content","bb.spoiler.hide-content":"Hide content","wrote":"wrote","js.attachments.place_in_text":"Place in text","js.attachments.show_as_attachment":"Show as attachment","js.attachments.delete":"Delete","js.uploader.error_file_type":"Sorry, we couldn't upload your file because we don't support that file type. Supported file types: {allowed_files_type}","js.uploader.error_file_size":"Sorry, we couldn\u2019t upload your file because it's too big. Maximum file size: {allowed_files_size}","content_type.label.idea":"Idea","js.uploader.error_on_upload":"Something went wrong, please check your link and try again."}}}">
<div class="search-and-filter-wrapper"><span>
<div class="algolia-search-container" role="combobox" aria-haspopup="listbox" aria-labelledby="downshift-2-label">
<div class="algolia-search-container--empty-input">
<div class="search-box"><input aria-label="Search" type="search" placeholder="Search for answers, best practices and more" autocomplete="off" autocorrect="off" autocapitalize="off" class="search-box__input" aria-autocomplete="list"
aria-labelledby="downshift-2-label" id="downshift-2-input"><button type="submit" aria-label="Enter" class="search-box__submit"><svg aria-hidden="true" width="16" height="16" class="" viewBox="0 0 24 24"
xmlns="http://www.w3.org/2000/svg">
<path
d="M15.5 14H14.71L14.43 13.73C15.41 12.59 16 11.11 16 9.5C16 5.91 13.09 3 9.5 3C5.91 3 3 5.91 3 9.5C3 13.09 5.91 16 9.5 16C11.11 16 12.59 15.41 13.73 14.43L14 14.71V15.5L19 20.49L20.49 19L15.5 14ZM9.5 14C7.01 14 5 11.99 5 9.5C5 7.01 7.01 5 9.5 5C11.99 5 14 7.01 14 9.5C14 11.99 11.99 14 9.5 14Z"
fill="currentColor"></path>
</svg></button><button type="reset" aria-label="Clear search" class="search-box__reset" style="opacity: 0;"><svg aria-hidden="true" width="16" height="16" viewBox="0 0 16 16" fill="none" class="">
<path
d="M8.00065 1.33334C4.31398 1.33334 1.33398 4.31334 1.33398 8.00001C1.33398 11.6867 4.31398 14.6667 8.00065 14.6667C11.6873 14.6667 14.6673 11.6867 14.6673 8.00001C14.6673 4.31334 11.6873 1.33334 8.00065 1.33334ZM11.334 10.3933L10.394 11.3333L8.00065 8.94001L5.60732 11.3333L4.66732 10.3933L7.06065 8.00001L4.66732 5.60668L5.60732 4.66668L8.00065 7.06001L10.394 4.66668L11.334 5.60668L8.94065 8.00001L11.334 10.3933Z"
fill="currentColor"></path>
</svg></button></div>
</div>
</div>
</span></div>
</div>
</div>
</div><!--searchTerm-->
</form>Name: register — POST /member/register
<form name="register" method="post" action="/member/register" class="form js-ajax-form--registration" novalidate="novalidate">
<div class="js-notification ">
<div class="box box__pad is-hidden">
<ul></ul>
</div>
</div>
<div class="form__row">
<div class="first">
<label data-required="1" class="label required" for="register_user_username"> Username * </label>
</div>
<div class="second">
<input type="text" id="register_user_username" name="register[user][username]" required="required">
</div>
</div>
<div class="form__row">
<div class="first">
<label data-required="1" class="label required" for="register_user_email"> E-mail address * </label>
</div>
<div class="second">
<input type="email" id="register_user_email" name="register[user][email]" required="required">
</div>
</div>
<div class="form__row">
<div class="first">
<label data-required="1" class="label" for="register_customfield_5"> First name * </label>
</div>
<div class="second">
<input type="text" id="register_customfield_5" name="register[customfield][5]" data-minchar="" data-maxchar="1000" placeholder=""
data-labels="{"single":"{n} character left","plural":"{n} characters left"}">
</div>
</div>
<div class="form__row">
<div class="first">
<label data-required="1" class="label" for="register_customfield_6"> Last Name * </label>
</div>
<div class="second">
<input type="text" id="register_customfield_6" name="register[customfield][6]" data-minchar="" data-maxchar="1000" placeholder=""
data-labels="{"single":"{n} character left","plural":"{n} characters left"}">
</div>
</div>
<div class="form__row">
<div class="first">
<label data-required="1" class="label" for="register_customfield_7"> Company * </label>
</div>
<div class="second">
<input type="text" id="register_customfield_7" name="register[customfield][7]" data-minchar="" data-maxchar="1000" placeholder=""
data-labels="{"single":"{n} character left","plural":"{n} characters left"}">
</div>
</div>
<div class="form__row">
<div class="first">
<label data-required="1" class="label required" for="register_user_password"> Password * </label>
</div>
<div class="second">
<input type="password" id="register_user_password" name="register[user][password]" required="required">
</div>
</div>
<div class="form__row">
<div class="first choices--stacked fancyselect">
<input type="checkbox" id="register_terms" name="register[terms]" required="required" value="1">
<label for="register_terms" class="required"> I accept the <a href="/site/terms" target="_blank" class="terms">
terms & conditions
</a>
</label>
</div>
</div>
<div class="email_repeat" style="display: none;">
<div class="form__row">
<div class="first">
<label class="label" for="register_email_repeat"> loginBox.register.email_repeat </label>
</div>
<div class="second">
<input type="text" id="register_email_repeat" name="register[email_repeat]">
</div>
</div>
</div>
<button type="submit" id="register_submit" name="register[submit]" class="btn btn--cta btn--full-width"> Register <div class="loader"></div></button>
<input type="hidden" id="register_is_invite" name="register[is_invite]">
<input type="hidden" id="register__token" name="register[_token]" value="uWgrjgAhtBKIGaGJ1vcw97XYjLcX9NIwi7DA3RaruyY">
</form>Name: login — POST /member/login
<form name="login" method="post" action="/member/login" class="form js-ajax-form--login">
<div class="js-notification">
<div class="box box__pad is-hidden">
<ul></ul>
</div>
</div>
<div class="form__row">
<div class="first">
<label class="label required" for="login_usernameOrEmail"> Username or Email </label>
</div>
<div class="second">
<input type="text" id="login_usernameOrEmail" name="login[usernameOrEmail]" required="required">
</div>
</div>
<div class="form__row">
<div class="first">
<label class="label required" for="login_password"> Password </label>
</div>
<div class="second">
<input type="password" id="login_password" name="login[password]" required="required">
</div>
</div>
<div class="form__row">
<div class="first choices--stacked fancyselect">
<input type="checkbox" id="login_remember" name="login[remember]" value="1">
<label for="login_remember"> Remember me </label>
</div>
</div>
<button type="submit" id="login_submit" name="login[submit]" class="btn btn--cta btn--full-width"> Log in <div class="loader"></div></button>
<div class="box__pad box--note box--blend">
<a href="#" class="js-open-modal" data-modal="forgot" tabindex="-1"><strong>IMPORTANT: You need to reset your password the first time you return to our new multi-product community (click here) </strong></a>
</div>
<input type="hidden" id="login__token" name="login[_token]" value="eAgT4eDUqKHrOWVlHeHt1j4_vkKmL2w6nOre0RxoB3c">
</form>Name: forgotPassword — POST /member/forgotPassword
<form name="forgotPassword" method="post" action="/member/forgotPassword" class="form js-ajax-form--forgot" id="form--forgot__1044457568">
<div class="js-notification">
<div class="box box__pad is-hidden">
<ul></ul>
</div>
</div>
<div class="form__row">
<div class="first">
<label class="label required" for="forgotPassword_username"> Username or e-mail </label>
</div>
<div class="second">
<input type="text" id="forgotPassword_username" name="forgotPassword[username]" required="required">
</div>
</div>
<div class="form-row first">
<button type="submit" id="forgotPassword_submit" name="forgotPassword[submit]" class="btn btn--cta qa-submit-button"> Send <div class="loader"></div></button>
<a href="#" class="group__item end js-open-modal qa-forgot-password-overview-link" data-modal="login">Back to overview</a>
</div>
<input type="hidden" id="forgotPassword__token" name="forgotPassword[_token]" value="WwQJKlBTwXI-FUvgIeTnzj2ILsZO_7imxIY_5hRis-g">
</form>Text Content
Community
* Gainsight.com
* Support & Documentation
* Marketplace
* Training
* Pulse+
* Community
*
* * Getting started
* Recently active topics
* Unanswered questions
* Welcome
* Community News344
* Discuss Gainsight Products
* Customer Success (CS)4897
* Product Experience (PX)603
* Customer Communities (CC)1441
* Customer Education (CE)4
* Meetings and Trainings
* Meetings & Office Hours1201
* Training & Certification89
* Share Industry Perspectives
* Deliver Customer Success641
* Drive Product Adoption89
* Build Communities263
* Foster Learning & Education3
* All About Pulse133
* Ideas
* Events
* Groups & Betas
* Product Updates
* CC Knowledge Base
*
* * CC Knowledge Base
* Getting started
* General information9
* Installing the Customer Community Platform8
* Guides, tutorials and learning material23
* GDPR & Privacy7
* Content management
* Creating content15
* Moderating content20
* Highlighting content4
* Dealing with spam4
* SEO12
* Platform modules
* Community6
* Knowledge base7
* Ideation15
* Events7
* Groups17
* Product updates8
* Analytics & Reporting
* Exports6
* Dashboards11
* Google Analytics4
* Post Field Analysis3
* Customization & Integrations
* Homepage6
* Platform Styling19
* Phrases9
* SSO12
* Integrations23
* API10
* Emails7
* Third-party Scripts3
* Embeddable Widgets18
* Users, Gamification & Activation
* (Super-)user engagement13
* Moderating users6
* User roles & permissions8
* Ranks5
* Badges5
* Registration, Login, SSO6
* Email Campaigns8
* Create new topic
Login
Unlock the power of Gainsight Timeline with our exclusive Crank Up Webinarđ
8 days ago
* Home
* Groups
* For CSMs by CSMs
FOR CSMS BY CSMS
* 14 Topics
* 24 Replies
Join group
WELCOME! TELL US ABOUT YOURSELF!
3 months ago
1615
Blog
GETTING STARTED WITH CHANGE MANAGEMENT
Whenever we are in a position of having to âinfluence and adaptâ someoneâs
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. Thereâs 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 âway of workingâ, while
fostering a climate where they could thrive and achieve milestone after
milestone. So what is Change Management ? Most of the time itâs 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 letâs 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 a
contract with Gainsight as their brand new CS vendor. Scenario B is where you,
your team, and your company would like to be in 1 year time: utilizing your new
CS platform in an efficient and scalable way, leveraging the technology to
achieve each individual, team, and department KPI, like higher NRR, higher
ARR/CSM ratio, higher expansion velocity on existing customers, higher NPS
scores. How do you go from scenario A to B? It all starts with strong
foundations of a Change Management strategy. This strategy should be in place
from the beginning as it contains the pillars of the new ways of working in
order to bridge the gap from scenario A to B, and the good part is: it doesnât
need to be too complicated! EXECUTIVE SPONSORSHIP You can start with identifying
the Exec Sponsor, likely the Decision maker on the investment of Gainsight. We
can call them Pam, usually the COO, CCO, or Global head of the CS and post-sales
departments. They have a VISION, know what scenario B should look like, and
youâll need their sponsorship and involvement throughout the process, to ensure
buy-in into this effort at all levels. The lack of an Executive Sponsor steering
the project is the number 1 reason why a digital transformation fails, in almost
80% of the cases. Needless to say, we need our Pam to be involved! YOUR PERSONAS
- WIIFM Second, youâll need to start mapping out who will be impacted by this
transformation from scenario A to B, and whose support youâll need to really
make scenario B a reality. The recommendation here is to group the type of
Personas - the users that can be grouped by role, level, region or type of
activities expected to perform on Gainsight. This will make it easier to build
the WIIFM = Whatâs In It For Me : why should they want to move from scenario A
to B? Breaking down Pamâs vision into personasâ motivations is a powerful way of
reducing the type of resistance from your future users that can hinder the
success of this project. COMMUNICATION STRATEGY It doesnât come as a surprise
that the next point in our approach is indeed planning the basics of the
communication strategy that will be used across the business. This is to ensure
you give yourself and the other owners of the messaging the right time to
organize what / when / where to send a message and to whom. Here below is a
suggested list of the 5 key buckets that can be planned at the beginning -
hugely helpful if we want to make a smart use of Pamâs time and keep her
involved with a cadence. TRAINING & FEEDBACK LOOP Now we arrive at one of my
favorite parts of Change Management, number 4 on our CM Pillars list: Training
and Feedback Loop establishment. This is the most tangible, human-first section
of your strategy because you must put yourself in your personasâ shoes and
explore questions like: Whatâs the best time/schedule for training , its content
design, and the type of delivery? How will you ensure interactivity and
participation, also by empowering your users to provide feedback? Some of the
best training Iâve seen had a clear but tailored approach to the personas in
that group, and answered their questions on the whatâs next as well. For
feedback collection, Iâd recommend centralizing this via a slack channel, or a
Google form with guided questions so you can then sort the feedback in topic
buckets. Is it about a specific feature? Is it about the UI friendliness or
rather a bug in a workflow? How urgent is it? To help you with this, you can
start by identifying those users that are a bit more tech-savvy, and can see
this new technology adoption as an opportunity for their professional growth:
these will be your Champions ! Theyâll be your eyes and ears on general usersâ
sentiment, delivery of (local / departmental) training, and collection and
analysis of feedback. But most exciting of all, theyâll help you add some fun to
the mix - and here I am talking about incentivising your users to adopt new ways
of working and supporting this change via gamification! Never forget to include
some fun in the strategy mix. DRIVE OUTCOMES Letâs go back to our scenario B,
and the vision that Pam and the business had when they signed with Gainsight:
what were those goals and outcomes? This fifth pillar is all about keeping an
eye on the end-goal, our true North Star âïž and reiterating this over and over,
reviewing our course and, if needed, adjust the trajectory and the success
strategy as we move forward. It is essential to have KPIs in a quantitative
format as theyâll help us better recognise when we get to the finish line, or to
our milestones, so that we can celebrate every step of the way. WHATâS NEXT? A
good Change Management strategy is an iterative process, and it needs to account
for the organizational culture within which your team operates every day. The
goal of your Change Management strategy is ultimately to reduce the resistance
time from your users, thus boosting adoption and support for the new ways of
working! So, how to build your strategy and where to start, itâs up to you, as
long as you incorporate a basic level of each of the Five Pillars of Change
Management above. If youâd like to hear more on this, you can complete our
Gainsight University course on Change Management . Other valuable resources: The
Role of Change Management In your Customer Success Platform whitepaper Change
Management Best Practices for CS Programs webinar recording [March 2023] How to
be a Change Management Super-Hero webinar recording [2022]
1 month ago
350
DearSallyRegistered User
DEAR SALLY,
Dear Sally, My inbox is a hot mess. I'm drowning in emails and my most important
ones are going into a big black hole. Please help! Drowning in Denver Dear
Drowning in Denver, I once had this problem too. It's a horrible feeling, I can
totally relate. Great news⊠I found a solution. It's a great method of triaging
your email so you things don't get lost in the shuffle this amazing blog. Itâs
written for GMail but you can apply the same concept to other email systems.
It's an oldy, but really goody. Does anyone else have advice for Drowning in
Denver? Sally
03
8 days ago
CassidyCardosoGainsight Employee: Shoshin
DRIVING ENGAGEMENT & GRR THROUGH STAKEHOLDER ALIGNMENT
Last Spring, I was so thrilled to speak at Pulse on a topic that is near and
dear to my heart - driving engagement with Stakeholder Alignment! Most of us in
CS have at least one story where an executive refused to meet with us and then
the account became a big churn risk (or churn), and I truly believe Stakeholder
Alignment is a workflow that takes CS organizations from reactive to proactive.
As a CSM, navigating political complexity and multiple stakeholders is expected.
But as your customers change priorities and shift strategies (especially in
today's economic climate), maintaining alignment with multiple executives and
decision makers becomes paramount. What is Stakeholder Alignment? A stakeholder
alignment process helps us move from a state where we have no sense of who the
critical customer stakeholders are and get blindsided by changes to the
customerâs objectives, to a place where we have an automated and highly scalable
cadence for engaging with critical stakeholders. Why is s
40
1 month ago
ahelminskiGainsight Employee: Shoshin
SUCCESS FOR ALL- VERIFIED OUTCOMES AND SUCCESS PLANS
What is a value realization program? Value Driver â Outcome â Metric â Workflow
â Verified Outcome Our value realization program, commonly known as
Operationalizing Outcomes or O2, enables our customers with the building blocks
to quickly define and achieve value with Gainsight. This is the framework for
how we talk about Gainsightâs value proposition and ideally this begins in the
sales cycle to understand the business challenge that brings a prospect to us in
the first place Depending on the outcome theyâd like to achieve, we have a set
of metrics that will be how we measure their return on investment. And a set of
workflows that weâll put in place to help make progress on those metrics. And
then finally once weâve shown progress on those metrics and achieved that
outcome, we have what is called a âverified outcomeâ which should showcase
quantitative improvement Why is a value realization program important? In a 2022
Analysis of Gainsight Customer Data with renewals in FY 2021, GRR %
50
1 month 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 âThe EBR is Deadâ and âThe
EBR Doesnât Scaleâ. To which I, like all animal lovers, would kindly approach
this elephant and give it a snack (because itâs obviously a bit hangry) and seek
to help it understand where the truth lies within this somewhat polariz
113
2 months ago
CassidyCardosoGainsight Employee: Shoshin
PROACTIVE CUSTOMER SUCCESS
As CSMs, it is so easy to get caught in a state of reactive customer success
instead of proactive. As we enter our final two months of the year, Iâve found
myself reflecting on how I can continually be proactive with my book of business
and stay focused on high level strategy. For me, one of the things that helps me
stay focused on high level strategy is a bi-weekly update in the Gainsight
Timeline. Depending on your account ratios, this could also be a monthly,
quarterly or bi-annual update. The goal here is really just to take some time
(10-15 mins) to reflect on where your account is progressing today, where there
may be challenges, where you may need assistance and where there may be
opportunities for account growth. We have a timeline template built in Gainsight
with the following prompts: Progress Made this week Next Steps
Challenges/Assistance Needed Growth Opportunities Because I meet with customers
on a bi-weekly basis, I try to maintain a bi-weekly update. For any customers t
50
2 months ago
talexisGainsight Employee: Shoshin
BEST WAYS TO GET FEEDBACK FROM END USERS
During our regular cadence calls, Steer Coâs and EBRâs, it can be really easy to
keep our focus on the executives and management at our customerâs organizations.
And it makes a ton of sense! After all, they are the oneâs setting the strategic
priorities, budgets, execution plans and processes to be used by their teams.
But being CSMâs, we also know that sometimes the best intended processes may not
translate perfectly into how those at the end user level operate on a day to day
basis, which can lead to major adoption issues. This is why I believe it is
important for us to get feedback directly from end users from time to time, so
we can diagnosis what is and is not working. From there we can effectively
layout a plan to those in charge that can help us amend the current processes
into something that can work better for end users while still getting the
business the outcomes it needs. So what I want to know from you, what are some
of the ways you get this valuable feedback from your cus
63
2 months ago
ahelminskiGainsight Employee: Shoshin
CONDUCTING A CHAIRSIDE
Purpose Chairsides are a strategic initiative Gainsight deploys to ensure our
end users are getting the most out of our system. Chairsides Process Collect
feedback on what's working / what's distracting or missing from those who use
the solution After some very short user research interviews we can come back
with a set of recommendations to (a) improve visibility for Managers and Execs
and (b) efficiency for end-users. Exercise Overview Gainsight CSMs spend time
with team members to assess current Gainsight usage, identify gaps, gather
feedback for improvement, and ultimately gain a better understanding of key
workflows in their role to drive optimization in the platform. Below is an
example Timeline template we use during these meetings! Introductions [End User
Name] | [Title] | [Location] | [Length of time at Company/using system]
CHAIRSIDES SURVEY QUESTIONS Please rank the tasks which consume most of your
time on a weekly basis? If you had no interruptions or other fire drills, name
71
2 months ago
bradybluhmGainsight Employee: Team Captain
SHARE A WORKFLOW THAT EMPOWERS YOU AS A CSM
As a GS CSM, I see a lot of workflows that add value for organizations⊠but one
of the traps that I also often see are workflows made to benefit execs but that
feel like they make things harder for the end user. Part of my job is to help my
customers identify those and change their focus to first make the life of their
end users (CSMs) better with workflows and THEN use that to benefit execs with
information. This helps model the #successforall value we hold at Gainsight. Are
there any workflows that your teams use that you feel really help accelerate you
in your work? What areas of Gainsight do those use? What impact does it have on
you and on the business as a result? In addition, have you personalized your
Gainsight environment using any of the end-user customizable tools? What is your
secret sauce that help you use the tool to help yourself and help your
customers? Iâll share some of mine in the comments to get us rolling.
94
2 months ago
AnybergGainsight Employee: Shoshin
MAXIMIZING ROI: A COLLABORATIVE APPROACH FOR CSMS AND CHAMPIONS
As CSMs, we're always striving to prove the value our solutions bring to our
customers. We know how essential it is to showcase the ROI of our offerings, but
we can't do it alone right?! This is where our day-to-day champions come into
play. They are the ones on the front lines experiencing the benefits firsthand
and can be our greatest allies in tracking and presenting ROI to our executive
sponsors. So, how can CSMs collaborate effectively with our champions to ensure
we're measuring and demonstrating ROI accurately? Here are some tips and best
practices to foster a successful partnership: Educate your Champions: đ Start
by ensuring your champions have a clear understanding of the key performance
indicators and success metrics that matter most to your organization. They need
to know what to measure and why it's important! Regular Check-Ins: đ Maintain
open lines of communication with your champions. Schedule regular check-in
meetings to discuss their progress, challenges, and succes
70
2 months ago
Tammi DooleyGainsight Employee: Shoshin
DEAR SALLY,
Dear Sally, Iâm a new CSM, and I am really struggling to get my customer
executives to join our calls. I donât know what Iâm 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 âplanning meetingâ, or posting something
âinspirationalâ on LinkedIn. Here are a few tips: Donât be a last-minute
LucyâŠhave a clear agenda aligned to that executivesâ priorities and send it in
advance. Put on the Ritz - Include something exciting that they canât 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
143322
2 months ago
T
tywaterlRegistered User
2 HIGHS AND A LOW?
Iâm thinking we could maybe âpoolâ our strengths and help direct others in how
to strengthen our areas of refinement! Name 2 areas of strength and an area
youâd like to ârefineâ :)Iâll go first, I feel my strongest areas are 1)
relationship building and 2) creating effective âworkflowsâ for tedious (but
necessary) tasks.Area to strengthen - Iâd like to work on the âprobingâ or
âcuriousâ questioning in order to identify areas our products could solve
problems.
73
2 months ago
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 âjoinâ 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 canât wait to hear from you! Tammi
121615
D
2 months 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 listenâit's
that simple. Thrilled to have you with us on this journey, seriously. Weâre not
just building something cool here, weâre 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
121800
O
3 months 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 đ) and
even more important being introspective enough to realize the call is not
beneficial, so they are reflecting on the quality of the call. NowâŠ..what to do
next? As scary đ» as this sounds calling it out directly is what is needed,
however this needs to be done carefully. I would recommend giv
90
3 months 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 thatâs being SPIFFâed? Or is this
an area your team has yet to start in a formalized process? At Gainsight, weâre
super focused on driving additional value for our customers by helping our
Commercial counterparts. In this market itâs 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 Iâd 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
50
3 months ago
ABOUT THIS GROUP
Welcome to a place where Customer Success Managers come together with enthusiasm
and curiosity.Â
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.Â
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.Â
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.Â
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
C
J
D
+ 24
Powered by Gainsight
Terms & ConditionsCookie settings
SIGN UP
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your
login, just let us know at community@gainsight.com and we'll help you get
started from where you left.
Else, please continue with the registration below.
Username *
E-mail address *
First name *
Last Name *
Company *
Password *
I accept the terms & conditions
loginBox.register.email_repeat
Register
WELCOME TO THE GAINSIGHT COMMUNITY
Retrieve username / Reset password or Create an account
Username or Email
Password
Remember me
Log in
IMPORTANT: You need to reset your password the first time you return to our new
multi-product community (click here)
Enter your username or e-mail address. We'll send you an e-mail with
instructions to reset your password.
Username or e-mail
Send
Back to overview
SCANNING FILE FOR VIRUSES.
Sorry, we're still checking this file's contents to make sure it's safe to
download. Please try again in a few minutes.
OK
THIS FILE CANNOT BE DOWNLOADED
Sorry, our virus scanner detected that this file isn't safe to download.
OK
COOKIE POLICY
We use cookies to enhance and personalize your experience. If you accept you
agree to our full cookie policy. Learn more about our cookies.
Accept cookies Deny all
Cookie settings
Ă
COOKIE SETTINGS
We use 3 different kinds of cookies. You can choose which cookies you want to
accept. We need basic cookies to make this site work, therefore these are the
minimum you can select. Learn more about our cookies.
Basic
Functional
Normal
Functional + analytics
Complete
Functional + analytics + social media + embedded videos
Accept cookies
© 2023 Gainsight,Inc, The Customer Success Company. All rights reserved.
655 Montgomery Street, 7th Floor  |  +1 (888) 623-8562
San Francisco, California 94111, United States
Terms and Privacy
* Terms & Privacy
* Gainsight Inc.
* Gainsight Blogs
* Pulse Conference
* Facebook
* Twitter
* Instagram
* LinkedIn
* Gainsight Support
* Gainsight Webinars
* Gainsight Status
* Admin Office Hours