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HOW IT WORKS
You can learn more about Gainsight in one of two ways: by attending one of our regularly scheduled webinars or by having a personalized discussion with a sales rep. Please select the option you'd prefer. Gainsight Webinar. Attend a one-hour, live webinar. January 7, 2021 at CONFIGURE SUCCESS PLANS Configure the Success Plan Layout. To configure the Success Plan Layout: Note: By default, some Success Plans fields are available. Click SAVE & CONFIGURE PLAN INFO LAYOUT in the Add Success Plan Type dialog while creating a Success Plan type or click the Gear icon in the existing Success Plan. Success Plan Layout configuration page appears. Drag a field from the left pane and THE ESSENTIAL GUIDE TO PROFESSIONAL SERVICES SUCCESS The Essential Guide to Professional Services Success. Time moves quickly in the business world. With subscription products on the rise and recurring-revenue business models becoming the darling of CEOs and Wall Street alike, Professional Services organizations are finding themselves in the midst of a revolution. If they want to keep up, Professional Services teams will need to redefine their HOW TO SCORE CUSTOMER HEALTH How to score Customer Health is a subject near and dear to my heart and also critical to the long-term success of any Customer Success team. In fact, it’s really just an extrapolation of what you’ve all been doing for years by coding customers as red, yellow, or green. SAMPLE VP CUSTOMER SUCCESS JOB DESCRIPTION Create company-wide culture of Customer Success. Align with Marketing around marketing to existing clients. Align with Product around driving product roadmap. Align with Sales around cross-sell and up-sell and focus on selling with a retention focus. Align with Finance around measurement and forecasting. ENTERPRISE CUSTOMER SUCCESS MANAGEMENT: 11 KEYS TO A Customer Success Pilot. Customer Success Outcome. Complex onboarding. Friction during onboarding causing downstream churn. CSM team focused on onboarding phase. Less “onboarding churn” leading to higher renewals. Seat-based pricing model. Overselling and low adoption leading to churn and down-sell. FIVE ORGANIZATIONAL MODELS OF CUSTOMER SUCCESS We answer these questions by looking at five models that are common across most recurring revenue businesses. Firefighter CSM – Typically found in early-stage companies where Customer Success is responsible for support, renewals and other post-sales activities. The good news here is that CSM is the “one-stop shop” and can ensure agreat
CUSTOMER SUCCESS AND PRODUCT EXPERIENCE SOFTWARE Customer experience software that combines surveys and customer journey orchestration, with data science and analytics to help businesses deliver a best-in-class experience to their customers. Revenue optimization software that helps you manage renewal and expansion opportunities. Leverage advanced forecasting, company intelligence, accountHOW IT WORKS
You can learn more about Gainsight in one of two ways: by attending one of our regularly scheduled webinars or by having a personalized discussion with a sales rep. Please select the option you'd prefer. Gainsight Webinar. Attend a one-hour, live webinar. January 7, 2021 at CONFIGURE SUCCESS PLANS Configure the Success Plan Layout. To configure the Success Plan Layout: Note: By default, some Success Plans fields are available. Click SAVE & CONFIGURE PLAN INFO LAYOUT in the Add Success Plan Type dialog while creating a Success Plan type or click the Gear icon in the existing Success Plan. Success Plan Layout configuration page appears. Drag a field from the left pane and THE ESSENTIAL GUIDE TO PROFESSIONAL SERVICES SUCCESS The Essential Guide to Professional Services Success. Time moves quickly in the business world. With subscription products on the rise and recurring-revenue business models becoming the darling of CEOs and Wall Street alike, Professional Services organizations are finding themselves in the midst of a revolution. If they want to keep up, Professional Services teams will need to redefine their HOW TO SCORE CUSTOMER HEALTH How to score Customer Health is a subject near and dear to my heart and also critical to the long-term success of any Customer Success team. In fact, it’s really just an extrapolation of what you’ve all been doing for years by coding customers as red, yellow, or green. SAMPLE VP CUSTOMER SUCCESS JOB DESCRIPTION Create company-wide culture of Customer Success. Align with Marketing around marketing to existing clients. Align with Product around driving product roadmap. Align with Sales around cross-sell and up-sell and focus on selling with a retention focus. Align with Finance around measurement and forecasting. ENTERPRISE CUSTOMER SUCCESS MANAGEMENT: 11 KEYS TO A Customer Success Pilot. Customer Success Outcome. Complex onboarding. Friction during onboarding causing downstream churn. CSM team focused on onboarding phase. Less “onboarding churn” leading to higher renewals. Seat-based pricing model. Overselling and low adoption leading to churn and down-sell. FIVE ORGANIZATIONAL MODELS OF CUSTOMER SUCCESS We answer these questions by looking at five models that are common across most recurring revenue businesses. Firefighter CSM – Typically found in early-stage companies where Customer Success is responsible for support, renewals and other post-sales activities. The good news here is that CSM is the “one-stop shop” and can ensure agreat
DROPDOWN LIST AND MULTI SELECT DROPDOWN LIST Overview. Dropdown list and multi select dropdown list are the data types in Gainsight which allow you to create a custom dropdown list or multi select dropdown list. Multi select dropdown list is used when a user wants to store multiple values for the same record, whereas dropdown list is used to store a single value for a record. THE GUIDE TO ETIQUETTE IN CUSTOMER INTERACTIONS Paraphrase what the customer has said in order to show (and confirm) that you understand. Mirror the customer’s cadence and intensity. For example, if they are in a rush, don’t spend a lot of time recapping prior meetings. Use the customer’s name as much as possible when responding to them. PRODUCT EXPERIENCE SOFTWARE Build in-app guides to walk users through product setup and introduce core features. Leverage guides, tooltips, and hotspots to activate usage of new or lesser-known features. Create highly personalized engagement experiences based on user characteristics such as role, geography, historical product behavior, and more. Learn More. CUSTOMER EXPERIENCE SOFTWARE Deliver superior customer experiences at scale. Gainsight CX is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers. Schedule a Demo. GAINSIGHT ANNOUNCES HORIZON ANALYTICS Gainsight Announces Horizon Analytics. New Capabilities Simplify How Businesses Can Unify and Leverage Customer Data, Make it Easy to Put Powerful Customer Analytics into the Hands of Every Stakeholder. SAN FRANCISCO, CA — April 8, 2021 — Gainsight, the Customer Success Company, today announced the launch of Horizon Analytics, delivering PULSE PLUS | CUSTOMER SUCCESS AND PRODUCT EXPERIENCE Industry certification for customer success professionals. Pulse+ is an online media platform that combines premium eLearning and industry-grade certifications with exclusive content and behind-the-scenes stories of brands and thought leaders who exemplify the true spirit of customer success.. Through a year-round program of on-demand trainings, video series, podcasts and more, Pulse+ GAINSIGHT NXT PATCH RELEASE NOTES: VERSION 6.23.X SERIES This document contains information about the new functionality or fixes made to existing functionality in patch releases of the 6.23.Xversion.
FIVE ORGANIZATIONAL MODELS OF CUSTOMER SUCCESS We answer these questions by looking at five models that are common across most recurring revenue businesses. Firefighter CSM – Typically found in early-stage companies where Customer Success is responsible for support, renewals and other post-sales activities. The good news here is that CSM is the “one-stop shop” and can ensure agreat
ENTERPRISE CUSTOMER SUCCESS MANAGEMENT: 11 KEYS TO A As B2B companies innovate in their business models, offering flexible and customer-aligned delivery models like subscription, cloud, pay-as-you-go, and outcomes-based pricing, they are realizing the increasing power that their clients have—and the increasing ROI from investing in retaining and growing their customer base. HOW TO SCORE CUSTOMER HEALTH How to score Customer Health is a subject near and dear to my heart and also critical to the long-term success of any Customer Success team. In fact, it’s really just an extrapolation of what you’ve all been doing for years by coding customers as red, yellow, or green. CONFIGURE SAML AUTHENTICATION This section explains how to configure Okta as the Identity Provider (IdP) for Gainsight PX SAML authentication so that your users can log in to Gainsight PX from Okta. To configure Okta as an IdP: Log in to your Okta developer account. Click Admin on the upper-right corner. On the admin Dashboard, click Add Applications in the Shortcuts section. USER LICENSE MANAGEMENT Navigate to Administration > Users and Permissions > User Management. Click the context menu of the user and select Edit User. If the user is not a Super Admin, then select any of the following license types in the License Type field. Full: For Full license, admins can add any other Permission Bundles they require. CUSTOMER SUCCESS AND PRODUCT EXPERIENCE SOFTWARE Customer experience software that combines surveys and customer journey orchestration, with data science and analytics to help businesses deliver a best-in-class experience to their customers. Revenue optimization software that helps you manage renewal and expansion opportunities. Leverage advanced forecasting, company intelligence, accountHOW IT WORKS
You can learn more about Gainsight in one of two ways: by attending one of our regularly scheduled webinars or by having a personalized discussion with a sales rep. Please select the option you'd prefer. Gainsight Webinar. Attend a one-hour, live webinar. January 7, 2021 at CONFIGURE SUCCESS PLANS Configure the Success Plan Layout. To configure the Success Plan Layout: Note: By default, some Success Plans fields are available. Click SAVE & CONFIGURE PLAN INFO LAYOUT in the Add Success Plan Type dialog while creating a Success Plan type or click the Gear icon in the existing Success Plan. Success Plan Layout configuration page appears. Drag a field from the left pane and DROPDOWN LIST AND MULTI SELECT DROPDOWN LIST Overview. Dropdown list and multi select dropdown list are the data types in Gainsight which allow you to create a custom dropdown list or multi select dropdown list. Multi select dropdown list is used when a user wants to store multiple values for the same record, whereas dropdown list is used to store a single value for a record. THE VALUE OF A CAREER IN CUSTOMER SUCCESS Passion – this is not just a job, it needs to matter in your gut. Collaborative – lone wolves need not apply, teamwork is an absolute necessity. Desire to learn – every day is different, every customer is different, every situation is different; if you don’t want to learn every single day then do not apply. INTRODUCTION TO GAINSIGHT FOR CSM/AMS Product Training for CSMs. We recommend all new Gainsight users take the free Gainsight University series training courses starting with Foundations to get an overview of Gainsight from an End User or a CSM's perspective. The additional application-based courses (eg. Reports & Dashboards, Cockpit & Playbooks, 360 & Timeline) provide you with information on how to work efficiently in CONFIGURE SAML AUTHENTICATION This section explains how to configure Okta as the Identity Provider (IdP) for Gainsight PX SAML authentication so that your users can log in to Gainsight PX from Okta. To configure Okta as an IdP: Log in to your Okta developer account. Click Admin on the upper-right corner. On the admin Dashboard, click Add Applications in the Shortcuts section. CONNECTORS - GAINSIGHT INC. ReferenceEdge Use-Case #1: Create a Gainsight Health Score based on the ReferenceEdge Reference Status. ReferenceEdge Use-Case #2: Update Referenceability based on Renewal Stage. ReferenceEdge Use-Case #3: Set Reference Status based on Overall Health Score. ReferenceEdge Use-Case #4: Display Reference Activity on the Customer360.RingCentral FAQs.
THE HUNTER/FARMER BUSINESS MODEL IS DEAD. LONG LIVE THE The Hunter/Farmer Business Model Is Dead. Long Live the % CUSTOMER SUCCESS AND PRODUCT EXPERIENCE SOFTWARE Customer experience software that combines surveys and customer journey orchestration, with data science and analytics to help businesses deliver a best-in-class experience to their customers. Revenue optimization software that helps you manage renewal and expansion opportunities. Leverage advanced forecasting, company intelligence, accountHOW IT WORKS
You can learn more about Gainsight in one of two ways: by attending one of our regularly scheduled webinars or by having a personalized discussion with a sales rep. Please select the option you'd prefer. Gainsight Webinar. Attend a one-hour, live webinar. January 7, 2021 at CONFIGURE SUCCESS PLANS Configure the Success Plan Layout. To configure the Success Plan Layout: Note: By default, some Success Plans fields are available. Click SAVE & CONFIGURE PLAN INFO LAYOUT in the Add Success Plan Type dialog while creating a Success Plan type or click the Gear icon in the existing Success Plan. Success Plan Layout configuration page appears. Drag a field from the left pane and DROPDOWN LIST AND MULTI SELECT DROPDOWN LIST Overview. Dropdown list and multi select dropdown list are the data types in Gainsight which allow you to create a custom dropdown list or multi select dropdown list. Multi select dropdown list is used when a user wants to store multiple values for the same record, whereas dropdown list is used to store a single value for a record. THE VALUE OF A CAREER IN CUSTOMER SUCCESS Passion – this is not just a job, it needs to matter in your gut. Collaborative – lone wolves need not apply, teamwork is an absolute necessity. Desire to learn – every day is different, every customer is different, every situation is different; if you don’t want to learn every single day then do not apply. INTRODUCTION TO GAINSIGHT FOR CSM/AMS Product Training for CSMs. We recommend all new Gainsight users take the free Gainsight University series training courses starting with Foundations to get an overview of Gainsight from an End User or a CSM's perspective. The additional application-based courses (eg. Reports & Dashboards, Cockpit & Playbooks, 360 & Timeline) provide you with information on how to work efficiently in CONFIGURE SAML AUTHENTICATION This section explains how to configure Okta as the Identity Provider (IdP) for Gainsight PX SAML authentication so that your users can log in to Gainsight PX from Okta. To configure Okta as an IdP: Log in to your Okta developer account. Click Admin on the upper-right corner. On the admin Dashboard, click Add Applications in the Shortcuts section. CONNECTORS - GAINSIGHT INC. ReferenceEdge Use-Case #1: Create a Gainsight Health Score based on the ReferenceEdge Reference Status. ReferenceEdge Use-Case #2: Update Referenceability based on Renewal Stage. ReferenceEdge Use-Case #3: Set Reference Status based on Overall Health Score. ReferenceEdge Use-Case #4: Display Reference Activity on the Customer360.RingCentral FAQs.
THE HUNTER/FARMER BUSINESS MODEL IS DEAD. LONG LIVE THE The Hunter/Farmer Business Model Is Dead. Long Live the %HOW IT WORKS
You can learn more about Gainsight in one of two ways: by attending one of our regularly scheduled webinars or by having a personalized discussion with a sales rep. Please select the option you'd prefer. Gainsight Webinar. Attend a one-hour, live webinar. January 7, 2021 at SALESFORCE | CUSTOMER SUCCESS AND PRODUCT EXPERIENCE Gainsight helps Salesforce users drive engagement by keeping customer data in one place and helping customer-owners be more productive to take the repetition out of your tasks. View Demo. Companies such as Cisco, Imprivata, and Genesys have standardized on Gainsight to improve retention, gain customer visibility, and improve customeroutcomes
PRODUCT ANALYTICS SOFTWARE Gainsight PX’s product analytics capabilities enable you to quickly hone in on friction points in your product - like where users are falling off or getting stuck. Combined with contextual feedback, this insight helps you determine where you need interventions to drive adoption -- as well as what to build next. Schedule a Demo. AND THE 2021 GAMECHANGER AWARD GOES TO… At Gainsight, we have defined GameChangers as customers who shift their thinking to transform their business outlook. They push beyond the familiar and comfortable to achieve remarkable results for their company, teammates, partners, and customers. FRIDAY TRACKS AND TAKEAWAYS WHEN LIGHTNING STRIKES for the final day of Pulse, we took that one step further and had a “Lightning Round” day of sessions. 15 to 30-minute sessions so attendees could soak up every last bit of knowledge. WHAT IS SUCCESSFUL CUSTOMER SERVICE? A successful customer service is the one that helps improve brand loyalty. Gainsight knows that customers of today prefer an engaging and personalized relationship with companies. Unless and until companies provide first-rate customer care, there is always the risk of losing customers to the competitors. Hence, Gainsight ensures thateach and
ENTERPRISE CUSTOMER SUCCESS MANAGEMENT: 11 KEYS TO A Customer Success Pilot. Customer Success Outcome. Complex onboarding. Friction during onboarding causing downstream churn. CSM team focused on onboarding phase. Less “onboarding churn” leading to higher renewals. Seat-based pricing model. Overselling and low adoption leading to churn and down-sell. INTRODUCTION TO GAINSIGHT FOR CSM/AMS Product Training for CSMs. We recommend all new Gainsight users take the free Gainsight University series training courses starting with Foundations to get an overview of Gainsight from an End User or a CSM's perspective. The additional application-based courses (eg. Reports & Dashboards, Cockpit & Playbooks, 360 & Timeline) provide you with information on how to work efficiently in USER LICENSE MANAGEMENT Navigate to Administration > Users and Permissions > User Management. Click the context menu of the user and select Edit User. If the user is not a Super Admin, then select any of the following license types in the License Type field. Full: For Full license, admins can add any other Permission Bundles they require.GAINSIGHT.COM
301 Moved Permanently. nginx CUSTOMER SUCCESS AND PRODUCT EXPERIENCE SOFTWARE Customer experience software that combines surveys and customer journey orchestration, with data science and analytics to help businesses deliver a best-in-class experience to their customers. Revenue optimization software that helps you manage renewal and expansion opportunities. Leverage advanced forecasting, company intelligence, accountHOW IT WORKS
You can learn more about Gainsight in one of two ways: by attending one of our regularly scheduled webinars or by having a personalized discussion with a sales rep. Please select the option you'd prefer. Gainsight Webinar. Attend a one-hour, live webinar. January 7, 2021 at GAINSIGHT SECURITY INFORMATION The Buyer’s Guide to Customer Success Solutions. Evaluating and purchasing a Customer Success solution can be complicated. We've made it easy to make sure you don't miss anything with our platform-agnostic guide. See how Gainsight can help you drive customer outcomes. Click the button to schedule an overview of Gainsight. SALESFORCE | CUSTOMER SUCCESS AND PRODUCT EXPERIENCE Gainsight helps Salesforce users drive engagement by keeping customer data in one place and helping customer-owners be more productive to take the repetition out of your tasks. View Demo. Companies such as Cisco, Imprivata, and Genesys have standardized on Gainsight to improve retention, gain customer visibility, and improve customeroutcomes
WHAT IS SUCCESSFUL CUSTOMER SERVICE? A successful customer service is the one that helps improve brand loyalty. Gainsight knows that customers of today prefer an engaging and personalized relationship with companies. Unless and until companies provide first-rate customer care, there is always the risk of losing customers to the competitors. Hence, Gainsight ensures thateach and
CONFIGURE SUCCESS PLANS Configure the Success Plan Layout. To configure the Success Plan Layout: Note: By default, some Success Plans fields are available. Click SAVE & CONFIGURE PLAN INFO LAYOUT in the Add Success Plan Type dialog while creating a Success Plan type or click the Gear icon in the existing Success Plan. Success Plan Layout configuration page appears. Drag a field from the left pane and GAINSIGHT CERTIFICATION Registration fee: USD $300, plus applicable taxes as required per local law. Retake fee: One (1) free retake, USD $0, plus applicable taxes as required per local law. Delivery options: Proctored exam delivered in an online proctored environment. Onsite at a testing center based on Kryterion availability. You may cancel or reschedulean exam
SAMPLE VP CUSTOMER SUCCESS JOB DESCRIPTION Create company-wide culture of Customer Success. Align with Marketing around marketing to existing clients. Align with Product around driving product roadmap. Align with Sales around cross-sell and up-sell and focus on selling with a retention focus. Align with Finance around measurement and forecasting. DROPDOWN LIST AND MULTI SELECT DROPDOWN LIST Overview. Dropdown list and multi select dropdown list are the data types in Gainsight which allow you to create a custom dropdown list or multi select dropdown list. Multi select dropdown list is used when a user wants to store multiple values for the same record, whereas dropdown list is used to store a single value for a record. BUILDING A TECH TOUCH/DIGITAL LED SEGMENT One thing to also consider is the shift in getting information to customers. Moving to a tech touch or digital led model puts the ownership of digesting information on the customer. In a traditional CSM model, CSMs can reiterate information to customers on calls and ensure information is sent to customers at their request. CUSTOMER SUCCESS AND PRODUCT EXPERIENCE SOFTWARE Customer experience software that combines surveys and customer journey orchestration, with data science and analytics to help businesses deliver a best-in-class experience to their customers. Revenue optimization software that helps you manage renewal and expansion opportunities. Leverage advanced forecasting, company intelligence, accountHOW IT WORKS
You can learn more about Gainsight in one of two ways: by attending one of our regularly scheduled webinars or by having a personalized discussion with a sales rep. Please select the option you'd prefer. Gainsight Webinar. Attend a one-hour, live webinar. January 7, 2021 at GAINSIGHT SECURITY INFORMATION The Buyer’s Guide to Customer Success Solutions. Evaluating and purchasing a Customer Success solution can be complicated. We've made it easy to make sure you don't miss anything with our platform-agnostic guide. See how Gainsight can help you drive customer outcomes. Click the button to schedule an overview of Gainsight. SALESFORCE | CUSTOMER SUCCESS AND PRODUCT EXPERIENCE Gainsight helps Salesforce users drive engagement by keeping customer data in one place and helping customer-owners be more productive to take the repetition out of your tasks. View Demo. Companies such as Cisco, Imprivata, and Genesys have standardized on Gainsight to improve retention, gain customer visibility, and improve customeroutcomes
WHAT IS SUCCESSFUL CUSTOMER SERVICE? A successful customer service is the one that helps improve brand loyalty. Gainsight knows that customers of today prefer an engaging and personalized relationship with companies. Unless and until companies provide first-rate customer care, there is always the risk of losing customers to the competitors. Hence, Gainsight ensures thateach and
CONFIGURE SUCCESS PLANS Configure the Success Plan Layout. To configure the Success Plan Layout: Note: By default, some Success Plans fields are available. Click SAVE & CONFIGURE PLAN INFO LAYOUT in the Add Success Plan Type dialog while creating a Success Plan type or click the Gear icon in the existing Success Plan. Success Plan Layout configuration page appears. Drag a field from the left pane and GAINSIGHT CERTIFICATION Registration fee: USD $300, plus applicable taxes as required per local law. Retake fee: One (1) free retake, USD $0, plus applicable taxes as required per local law. Delivery options: Proctored exam delivered in an online proctored environment. Onsite at a testing center based on Kryterion availability. You may cancel or reschedulean exam
SAMPLE VP CUSTOMER SUCCESS JOB DESCRIPTION Create company-wide culture of Customer Success. Align with Marketing around marketing to existing clients. Align with Product around driving product roadmap. Align with Sales around cross-sell and up-sell and focus on selling with a retention focus. Align with Finance around measurement and forecasting. DROPDOWN LIST AND MULTI SELECT DROPDOWN LIST Overview. Dropdown list and multi select dropdown list are the data types in Gainsight which allow you to create a custom dropdown list or multi select dropdown list. Multi select dropdown list is used when a user wants to store multiple values for the same record, whereas dropdown list is used to store a single value for a record. BUILDING A TECH TOUCH/DIGITAL LED SEGMENT One thing to also consider is the shift in getting information to customers. Moving to a tech touch or digital led model puts the ownership of digesting information on the customer. In a traditional CSM model, CSMs can reiterate information to customers on calls and ensure information is sent to customers at their request. SALESFORCE | CUSTOMER SUCCESS AND PRODUCT EXPERIENCE Gainsight helps Salesforce users drive engagement by keeping customer data in one place and helping customer-owners be more productive to take the repetition out of your tasks. View Demo. Companies such as Cisco, Imprivata, and Genesys have standardized on Gainsight to improve retention, gain customer visibility, and improve customeroutcomes
CUSTOMER EXPERIENCE SOFTWARE Deliver superior customer experiences at scale. Gainsight CX is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers. Schedule a Demo. PULSE PLUS | CUSTOMER SUCCESS AND PRODUCT EXPERIENCE Industry certification for customer success professionals. Pulse+ is an online media platform that combines premium eLearning and industry-grade certifications with exclusive content and behind-the-scenes stories of brands and thought leaders who exemplify the true spirit of customer success.. Through a year-round program of on-demand trainings, video series, podcasts and more, Pulse+CS OPS CENTRAL
“I work in CS Ops because I believe that ‘where the rubber meets the road’ is so important that I want to be the one designing the tires. CS Ops crafts how CSMs spend their days, removes their frustrations and roadblocks, gives them tools to do more, and finds opportunities to do better. CUSTOMER SUCCESS STRATEGY 2021 ARCHIVES By Team. Customer Success Empower and enable your CSMs.. Product Create elegant product experiences.. Customer Experience Identify trends across the customer journey.. Revenue and Sales Drive a high performing renewals process.. IT and Analytics Consolidate your Customer Data.. Executives Align on customer heath and opportunities. HOME - GAINSIGHT INC. Revenue Optimization. Scale revenue growth through whitespace analysis, upsell and cross-sell playbooks, and streamlined renewalsprocesses.
GAINSIGHT CLIENTS HAVE HIGHER GROWTH RATES, NET RETENTION 2. Gainsight Clients Have Higher Net Retention Rates Than Their Peers. Net Retention Rate is a key metric that investors use to evaluate SaaScompanies.
HOW TO HIRE A CUSTOMER SUCCESS MANAGER THE RIGHT WAY Session Abstract. How do you ensure that you’re hiring the perfect customer success manager for the job? Hiring CSMs can be complicated. With the role itself being relatively new, sourcing applicants to fill your available customer success positions can be tricky. END-TO-END OUTCOMES: STRATEGIES FOR DELIVERING VALUE Session Abstract. In today’s customer-centric world, delivering value to your customers across their entire lifecycle is absolutely critical to retaining them and driving revenue growth. GAINSIGHT AUTHENTICATION Gainsight provides the following Authentication Mechanisms: By default, Gainsight provides DB Authentication to all the users added to the Users List. You can opt for additional authentication, that is SAML or GSuite to increase the level of security. The following are the fields and options displayed in the Authentication tab: Name:Displays
CUSTOMER SUCCESS AND PRODUCT EXPERIENCE SOFTWARE Customer experience software that combines surveys and customer journey orchestration, with data science and analytics to help businesses deliver a best-in-class experience to their customers. Revenue optimization software that helps you manage renewal and expansion opportunities. Leverage advanced forecasting, company intelligence, account GAINSIGHT SECURITY INFORMATION The Buyer’s Guide to Customer Success Solutions. Evaluating and purchasing a Customer Success solution can be complicated. We've made it easy to make sure you don't miss anything with our platform-agnostic guide. See how Gainsight can help you drive customer outcomes. Click the button to schedule an overview of Gainsight. GAINSIGHT UNIVERSITY Admin - Foundations - SFDC. Introduces you to Gainsight and provides a high-level understanding of Gainsight Architecture. This course introduces you to Gainsight from the Admin perspective, shows how Gainsight can help you achieve your goals, and show how to CONFIGURE SUCCESS PLANS Configure the Success Plan Layout. To configure the Success Plan Layout: Note: By default, some Success Plans fields are available. Click SAVE & CONFIGURE PLAN INFO LAYOUT in the Add Success Plan Type dialog while creating a Success Plan type or click the Gear icon in the existing Success Plan. Success Plan Layout configuration page appears. Drag a field from the left pane and INTRODUCTION TO GAINSIGHT FOR CSM/AMS Product Training for CSMs. We recommend all new Gainsight users take the free Gainsight University series training courses starting with Foundations to get an overview of Gainsight from an End User or a CSM's perspective. The additional application-based courses (eg. Reports & Dashboards, Cockpit & Playbooks, 360 & Timeline) provide you with information on how to work efficiently in HOME - GAINSIGHT INC. Revenue Optimization. Scale revenue growth through whitespace analysis, upsell and cross-sell playbooks, and streamlined renewalsprocesses.
DROPDOWN LIST AND MULTI SELECT DROPDOWN LIST Overview. Dropdown list and multi select dropdown list are the data types in Gainsight which allow you to create a custom dropdown list or multi select dropdown list. Multi select dropdown list is used when a user wants to store multiple values for the same record, whereas dropdown list is used to store a single value for a record. GAINSIGHT CERTIFICATION Registration fee: USD $300, plus applicable taxes as required per local law. Retake fee: One (1) free retake, USD $0, plus applicable taxes as required per local law. Delivery options: Proctored exam delivered in an online proctored environment. Onsite at a testing center based on Kryterion availability. You may cancel or reschedulean exam
THE NEXT GENERATION OF CUSTOMER SUCCESS LEADERSHIP Customer Success 2020. Charter. Focused on defense (e.g., saves, prevention, etc.) Focused on growth. Recruiting. Hires from Support or Account Management exclusively; reliant on “rock stars”. May also hire from management consulting, customer domain, product or other areas. Org Philosophy. SAMPLE VP CUSTOMER SUCCESS JOB DESCRIPTION Create company-wide culture of Customer Success. Align with Marketing around marketing to existing clients. Align with Product around driving product roadmap. Align with Sales around cross-sell and up-sell and focus on selling with a retention focus. Align with Finance around measurement and forecasting. CUSTOMER SUCCESS AND PRODUCT EXPERIENCE SOFTWARE Customer experience software that combines surveys and customer journey orchestration, with data science and analytics to help businesses deliver a best-in-class experience to their customers. Revenue optimization software that helps you manage renewal and expansion opportunities. Leverage advanced forecasting, company intelligence, account GAINSIGHT SECURITY INFORMATION The Buyer’s Guide to Customer Success Solutions. Evaluating and purchasing a Customer Success solution can be complicated. We've made it easy to make sure you don't miss anything with our platform-agnostic guide. See how Gainsight can help you drive customer outcomes. Click the button to schedule an overview of Gainsight. GAINSIGHT UNIVERSITY Admin - Foundations - SFDC. Introduces you to Gainsight and provides a high-level understanding of Gainsight Architecture. This course introduces you to Gainsight from the Admin perspective, shows how Gainsight can help you achieve your goals, and show how to CONFIGURE SUCCESS PLANS Configure the Success Plan Layout. To configure the Success Plan Layout: Note: By default, some Success Plans fields are available. Click SAVE & CONFIGURE PLAN INFO LAYOUT in the Add Success Plan Type dialog while creating a Success Plan type or click the Gear icon in the existing Success Plan. Success Plan Layout configuration page appears. Drag a field from the left pane and INTRODUCTION TO GAINSIGHT FOR CSM/AMS Product Training for CSMs. We recommend all new Gainsight users take the free Gainsight University series training courses starting with Foundations to get an overview of Gainsight from an End User or a CSM's perspective. The additional application-based courses (eg. Reports & Dashboards, Cockpit & Playbooks, 360 & Timeline) provide you with information on how to work efficiently in HOME - GAINSIGHT INC. Revenue Optimization. Scale revenue growth through whitespace analysis, upsell and cross-sell playbooks, and streamlined renewalsprocesses.
DROPDOWN LIST AND MULTI SELECT DROPDOWN LIST Overview. Dropdown list and multi select dropdown list are the data types in Gainsight which allow you to create a custom dropdown list or multi select dropdown list. Multi select dropdown list is used when a user wants to store multiple values for the same record, whereas dropdown list is used to store a single value for a record. GAINSIGHT CERTIFICATION Registration fee: USD $300, plus applicable taxes as required per local law. Retake fee: One (1) free retake, USD $0, plus applicable taxes as required per local law. Delivery options: Proctored exam delivered in an online proctored environment. Onsite at a testing center based on Kryterion availability. You may cancel or reschedulean exam
THE NEXT GENERATION OF CUSTOMER SUCCESS LEADERSHIP Customer Success 2020. Charter. Focused on defense (e.g., saves, prevention, etc.) Focused on growth. Recruiting. Hires from Support or Account Management exclusively; reliant on “rock stars”. May also hire from management consulting, customer domain, product or other areas. Org Philosophy. SAMPLE VP CUSTOMER SUCCESS JOB DESCRIPTION Create company-wide culture of Customer Success. Align with Marketing around marketing to existing clients. Align with Product around driving product roadmap. Align with Sales around cross-sell and up-sell and focus on selling with a retention focus. Align with Finance around measurement and forecasting. GAINSIGHT SECURITY INFORMATION Companies of all sizes and industries are using Gainsight across departments to make their clients successful. We meet the most important compliance standards to ensure our security model meets and exceeds the needs of our customers.HOW IT WORKS
You can learn more about Gainsight in one of two ways: by attending one of our regularly scheduled webinars or by having a personalized discussion with a sales rep. Please select the option you'd prefer. Gainsight Webinar. Attend a one-hour, live webinar. January 7, 2021 at PRODUCT EXPERIENCE SOFTWARE Build in-app guides to walk users through product setup and introduce core features. Leverage guides, tooltips, and hotspots to activate usage of new or lesser-known features. Create highly personalized engagement experiences based on user characteristics such as role, geography, historical product behavior, and more. Learn More. CUSTOMER EXPERIENCE SOFTWARE Deliver superior customer experiences at scale. Gainsight CX is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers. Schedule a Demo. CS OPS CENTRAL CONNECT There are wonderful online opportunities to connect with customer success peers. Here are some recommendations: Gainsight’s Gamechangers Customer Community: An online place for Gainsight Customers to inspire and push each other to new heights, learn and grow together, and now connect more than ever.; Global Gainsight Admin Slack: If your role in CS Ops includes administration ofCS OPS CENTRAL
“I work in CS Ops because I believe that ‘where the rubber meets the road’ is so important that I want to be the one designing the tires. CS Ops crafts how CSMs spend their days, removes their frustrations and roadblocks, gives them tools to do more, and finds opportunities to do better. SALESFORCE | CUSTOMER SUCCESS AND PRODUCT EXPERIENCE Gainsight helps Salesforce users drive engagement by keeping customer data in one place and helping customer-owners be more productive to take the repetition out of your tasks. View Demo. Companies such as Cisco, Imprivata, and Genesys have standardized on Gainsight to improve retention, gain customer visibility, and improve customeroutcomes
END-TO-END VALUE 2021 ARCHIVES By Team. Customer Success Empower and enable your CSMs.. Product Create elegant product experiences.. Customer Experience Identify trends across the customer journey.. Revenue and Sales Drive a high performing renewals process.. IT and Analytics Consolidate your Customer Data.. Executives Align on customer heath and opportunities. NEW RELEASES: GAINSIGHT PRODUCT INNOVATION KEYNOTE Session Abstract. Put down the remote and tune in – we’re kicking off Day 2 by unveiling some of the most exciting new releases that you absolutely cannot miss. HOME - GAINSIGHT INC. Revenue Optimization. Scale revenue growth through whitespace analysis, upsell and cross-sell playbooks, and streamlined renewalsprocesses.
CUSTOMER SUCCESS AND PRODUCT EXPERIENCE SOFTWARE Customer experience software that combines surveys and customer journey orchestration, with data science and analytics to help businesses deliver a best-in-class experience to their customers. Revenue optimization software that helps you manage renewal and expansion opportunities. Leverage advanced forecasting, company intelligence, accountHOW IT WORKS
You can learn more about Gainsight in one of two ways: by attending one of our regularly scheduled webinars or by having a personalized discussion with a sales rep. Please select the option you'd prefer. Gainsight Webinar. Attend a one-hour, live webinar. January 7, 2021 at GAINSIGHT SECURITY INFORMATION Companies of all sizes and industries are using Gainsight across departments to make their clients successful. We meet the most important compliance standards to ensure our security model meets and exceeds the needs of our customers.CUSTOMER STORIES
By Team. Customer Success Empower and enable your CSMs.. Product Create elegant product experiences.. Customer Experience Identify trends across the customer journey.. Revenue and Sales Drive a high performing renewals process.. IT and Analytics Consolidate your Customer Data.. Executives Align on customer heath and opportunities. WHAT IS SUCCESSFUL CUSTOMER SERVICE? A successful customer service is the one that helps improve brand loyalty. Gainsight knows that customers of today prefer an engaging and personalized relationship with companies. Unless and until companies provide first-rate customer care, there is always the risk of losing customers to the competitors. Hence, Gainsight ensures thateach and
CONFIGURE SUCCESS PLANS Configure the Success Plan Layout. To configure the Success Plan Layout: Note: By default, some Success Plans fields are available. Click SAVE & CONFIGURE PLAN INFO LAYOUT in the Add Success Plan Type dialog while creating a Success Plan type or click the Gear icon in the existing Success Plan. Success Plan Layout configuration page appears. Drag a field from the left pane and INTRODUCTION TO GAINSIGHT FOR CSM/AMS Product Training for CSMs. We recommend all new Gainsight users take the free Gainsight University series training courses starting with Foundations to get an overview of Gainsight from an End User or a CSM's perspective. The additional application-based courses (eg. Reports & Dashboards, Cockpit & Playbooks, 360 & Timeline) provide you with information on how to work efficiently in DROPDOWN LIST AND MULTI SELECT DROPDOWN LIST Overview. Dropdown list and multi select dropdown list are the data types in Gainsight which allow you to create a custom dropdown list or multi select dropdown list. Multi select dropdown list is used when a user wants to store multiple values for the same record, whereas dropdown list is used to store a single value for a record. WHAT IS YOUR CUSTOMER ENGAGEMENT OBJECTIVE? The objective of customer engagement is to encourage loyalty and promote business through word of mouth marketing. Gainsight knows that focusing solely on maximizing conversions would not bring desired results. Therefore, it aims at long term customer engagement that helps not only to encourage customer loyalty but also turn customersto
5 WAYS WE IMPROVED ONBOARDING NPS FROM +14 TO +85 This past year alone, thanks to a combination of strategy, process, data, and some amazingly collaborative customers, we’ve raised our NPS after onboarding from +14 to +85. CUSTOMER SUCCESS AND PRODUCT EXPERIENCE SOFTWARE Customer experience software that combines surveys and customer journey orchestration, with data science and analytics to help businesses deliver a best-in-class experience to their customers. Revenue optimization software that helps you manage renewal and expansion opportunities. Leverage advanced forecasting, company intelligence, accountHOW IT WORKS
You can learn more about Gainsight in one of two ways: by attending one of our regularly scheduled webinars or by having a personalized discussion with a sales rep. Please select the option you'd prefer. Gainsight Webinar. Attend a one-hour, live webinar. January 7, 2021 at GAINSIGHT SECURITY INFORMATION Companies of all sizes and industries are using Gainsight across departments to make their clients successful. We meet the most important compliance standards to ensure our security model meets and exceeds the needs of our customers.CUSTOMER STORIES
By Team. Customer Success Empower and enable your CSMs.. Product Create elegant product experiences.. Customer Experience Identify trends across the customer journey.. Revenue and Sales Drive a high performing renewals process.. IT and Analytics Consolidate your Customer Data.. Executives Align on customer heath and opportunities. WHAT IS SUCCESSFUL CUSTOMER SERVICE? A successful customer service is the one that helps improve brand loyalty. Gainsight knows that customers of today prefer an engaging and personalized relationship with companies. Unless and until companies provide first-rate customer care, there is always the risk of losing customers to the competitors. Hence, Gainsight ensures thateach and
CONFIGURE SUCCESS PLANS Configure the Success Plan Layout. To configure the Success Plan Layout: Note: By default, some Success Plans fields are available. Click SAVE & CONFIGURE PLAN INFO LAYOUT in the Add Success Plan Type dialog while creating a Success Plan type or click the Gear icon in the existing Success Plan. Success Plan Layout configuration page appears. Drag a field from the left pane and INTRODUCTION TO GAINSIGHT FOR CSM/AMS Product Training for CSMs. We recommend all new Gainsight users take the free Gainsight University series training courses starting with Foundations to get an overview of Gainsight from an End User or a CSM's perspective. The additional application-based courses (eg. Reports & Dashboards, Cockpit & Playbooks, 360 & Timeline) provide you with information on how to work efficiently in DROPDOWN LIST AND MULTI SELECT DROPDOWN LIST Overview. Dropdown list and multi select dropdown list are the data types in Gainsight which allow you to create a custom dropdown list or multi select dropdown list. Multi select dropdown list is used when a user wants to store multiple values for the same record, whereas dropdown list is used to store a single value for a record. WHAT IS YOUR CUSTOMER ENGAGEMENT OBJECTIVE? The objective of customer engagement is to encourage loyalty and promote business through word of mouth marketing. Gainsight knows that focusing solely on maximizing conversions would not bring desired results. Therefore, it aims at long term customer engagement that helps not only to encourage customer loyalty but also turn customersto
5 WAYS WE IMPROVED ONBOARDING NPS FROM +14 TO +85 This past year alone, thanks to a combination of strategy, process, data, and some amazingly collaborative customers, we’ve raised our NPS after onboarding from +14 to +85. GAINSIGHT SECURITY INFORMATION Companies of all sizes and industries are using Gainsight across departments to make their clients successful. We meet the most important compliance standards to ensure our security model meets and exceeds the needs of our customers.HOW IT WORKS
You can learn more about Gainsight in one of two ways: by attending one of our regularly scheduled webinars or by having a personalized discussion with a sales rep. Please select the option you'd prefer. Gainsight Webinar. Attend a one-hour, live webinar. January 7, 2021 at SALESFORCE | CUSTOMER SUCCESS AND PRODUCT EXPERIENCE Gainsight helps Salesforce users drive engagement by keeping customer data in one place and helping customer-owners be more productive to take the repetition out of your tasks. View Demo. Companies such as Cisco, Imprivata, and Genesys have standardized on Gainsight to improve retention, gain customer visibility, and improve customeroutcomes
CS OPS CENTRAL
“I work in CS Ops because I believe that ‘where the rubber meets the road’ is so important that I want to be the one designing the tires. CS Ops crafts how CSMs spend their days, removes their frustrations and roadblocks, gives them tools to do more, and finds opportunities to do better. TRANSFORMING CUSTOMER-CENTRICITY 2021 ARCHIVES By Team. Customer Success Empower and enable your CSMs.. Product Create elegant product experiences.. Customer Experience Identify trends across the customer journey.. Revenue and Sales Drive a high performing renewals process.. IT and Analytics Consolidate your Customer Data.. Executives Align on customer heath and opportunities. NEW RELEASES: GAINSIGHT PRODUCT INNOVATION KEYNOTE Session Abstract. Put down the remote and tune in – we’re kicking off Day 2 by unveiling some of the most exciting new releases that you absolutely cannot miss. CUSTOMER SUCCESS OPERATIONS 2021 ARCHIVES By Team. Customer Success Empower and enable your CSMs.. Product Create elegant product experiences.. Customer Experience Identify trends across the customer journey.. Revenue and Sales Drive a high performing renewals process.. IT and Analytics Consolidate your Customer Data.. Executives Align on customer heath and opportunities. CUSTOMER SUCCESS STRATEGY 2021 ARCHIVES By Team. Customer Success Empower and enable your CSMs.. Product Create elegant product experiences.. Customer Experience Identify trends across the customer journey.. Revenue and Sales Drive a high performing renewals process.. IT and Analytics Consolidate your Customer Data.. Executives Align on customer heath and opportunities. GAINSIGHT CERTIFICATION Registration fee: USD $300, plus applicable taxes as required per local law. Retake fee: One (1) free retake, USD $0, plus applicable taxes as required per local law. Delivery options: Proctored exam delivered in an online proctored environment. Onsite at a testing center based on Kryterion availability. You may cancel or reschedulean exam
TROUBLESHOOTING GAINSIGHT PX INSTALLATION In addition to user tracking, PX also provides tracking at an account level for which you need to provide a unique Account id, if you wanted to track at the account level and want to associate multiple users to one account. For example, the way Gainsight PX tracks you is: User > Jessica > Unique User id1234. User > Mark > Unique User Id: 2345. CUSTOMER SUCCESS AND PRODUCT EXPERIENCE SOFTWARE Product analytics and user engagement software that helps teams deliver the value that users want, directly from your product. Analyze the entire product journey, collect user feedback, and create in-app engagements like walkthroughs and guides that drive onboarding, adoption, and retention. GAINSIGHT SECURITY INFORMATION Companies of all sizes and industries are using Gainsight across departments to make their clients successful. We meet the most important compliance standards to ensure our security model meets and exceeds the needs of our customers. CUSTOMER EXPERIENCE SOFTWARE Drive superior customer experiences. Achieve higher response rates, improve customer sentiment, and turn insights into results withGainsight CX.
GAINSIGHT UNIVERSITY Learn how to use Scorecards to monitor and manage health with a model that fully represents the customer’s experience. Create a holistic framework to capture every dimension of customer health, while providing the clarity needed for action from your team.set a score for individual Measures either manually or automatically through Rules Engine using flexible grading schemes. HOME - GAINSIGHT INC. Revenue Optimization. Scale revenue growth through whitespace analysis, upsell and cross-sell playbooks, and streamlined renewalsprocesses.
DROPDOWN LIST AND MULTI SELECT DROPDOWN LIST Example of Dropdown List. Your product is likely used by many companies that belong to various industries. To identify the industry of your customer, a field called 'Industry' of data type dropdown list can be created to use across Gainsight. INTRODUCTION TO GAINSIGHT FOR CSM/AMS Product Training for CSMs. We recommend all new Gainsight users take the free Gainsight University series training courses starting with Foundations to get an overview of Gainsight from an End User or a CSM's perspective. The additional application-based courses (eg. Reports & Dashboards, Cockpit & Playbooks, 360 & Timeline) provide you with information on how to work efficiently in CONFIGURE SUCCESS PLANS Configure the Success Plan Layout. To configure the Success Plan Layout: Note: By default, some Success Plans fields are available. Click SAVE & CONFIGURE PLAN INFO LAYOUT in the Add Success Plan Type dialog while creating a Success Plan type or click the Gear icon in the existing Success Plan. Success Plan Layout configuration page appears. Drag a field from the left pane and GAINSIGHT CERTIFICATION Gainsight Certified Administrator for NXT. Are you managing your Gainsight NXT instance, creating rules, automating functionality, building reports and responsible REPORT SETTINGS AND ADVANCED OPTIONS Pivot. Pivot feature is visible when you click the gear icon on the By fields, and you can see this option only when you have a minimum of two fields in the By section. You can apply pivot only on one field at a time. For more information on how to create Pivot tables within data that has been exported from Gainsight as an excel document, refer to Microsoft tutorial Create a Pivot Table to CUSTOMER SUCCESS AND PRODUCT EXPERIENCE SOFTWARE Product analytics and user engagement software that helps teams deliver the value that users want, directly from your product. Analyze the entire product journey, collect user feedback, and create in-app engagements like walkthroughs and guides that drive onboarding, adoption, and retention. GAINSIGHT SECURITY INFORMATION Companies of all sizes and industries are using Gainsight across departments to make their clients successful. We meet the most important compliance standards to ensure our security model meets and exceeds the needs of our customers. CUSTOMER EXPERIENCE SOFTWARE Drive superior customer experiences. Achieve higher response rates, improve customer sentiment, and turn insights into results withGainsight CX.
GAINSIGHT UNIVERSITY Learn how to use Scorecards to monitor and manage health with a model that fully represents the customer’s experience. Create a holistic framework to capture every dimension of customer health, while providing the clarity needed for action from your team.set a score for individual Measures either manually or automatically through Rules Engine using flexible grading schemes. HOME - GAINSIGHT INC. Revenue Optimization. Scale revenue growth through whitespace analysis, upsell and cross-sell playbooks, and streamlined renewalsprocesses.
DROPDOWN LIST AND MULTI SELECT DROPDOWN LIST Example of Dropdown List. Your product is likely used by many companies that belong to various industries. To identify the industry of your customer, a field called 'Industry' of data type dropdown list can be created to use across Gainsight. INTRODUCTION TO GAINSIGHT FOR CSM/AMS Product Training for CSMs. We recommend all new Gainsight users take the free Gainsight University series training courses starting with Foundations to get an overview of Gainsight from an End User or a CSM's perspective. The additional application-based courses (eg. Reports & Dashboards, Cockpit & Playbooks, 360 & Timeline) provide you with information on how to work efficiently in CONFIGURE SUCCESS PLANS Configure the Success Plan Layout. To configure the Success Plan Layout: Note: By default, some Success Plans fields are available. Click SAVE & CONFIGURE PLAN INFO LAYOUT in the Add Success Plan Type dialog while creating a Success Plan type or click the Gear icon in the existing Success Plan. Success Plan Layout configuration page appears. Drag a field from the left pane and GAINSIGHT CERTIFICATION Gainsight Certified Administrator for NXT. Are you managing your Gainsight NXT instance, creating rules, automating functionality, building reports and responsible REPORT SETTINGS AND ADVANCED OPTIONS Pivot. Pivot feature is visible when you click the gear icon on the By fields, and you can see this option only when you have a minimum of two fields in the By section. You can apply pivot only on one field at a time. For more information on how to create Pivot tables within data that has been exported from Gainsight as an excel document, refer to Microsoft tutorial Create a Pivot Table toHOW IT WORKS
Heather Hansen. CareerBuilder. Our business is very complex with lots of products, and even in that scenario, Gainsight has proved to be a great tool to help our CSMs have a holistic view of their customers and track their interactions. CUSTOMER EXPERIENCE SOFTWARE Orchestrate tech touch journeys that engage customers at critical points in their experience Capture sentiment when it’s fresh with automated customer journeys triggered by major lifecycle events, and ensure customers receive the right survey at the right time PRODUCT EXPERIENCE SOFTWARE Gainsight's product experience platform empowers companies with the analytics, onboarding, & feedback tools to deliver best-in-class product experiences. SALESFORCE | CUSTOMER SUCCESS AND PRODUCT EXPERIENCE Unify the customer data from Salesforce with other sources—like support tickets and usage data—to create a centralized, 360-degree view of your customer. PULSE PLUS | CUSTOMER SUCCESS AND PRODUCT EXPERIENCE Industry certification for customer success professionals. Pulse+ is an online media platform that combines premium eLearning and industry-grade certifications with exclusive content and behind-the-scenes stories of brands and thought leaders who exemplify the true spirit of customer success.. Through a year-round program of on-demand trainings, video series, podcasts and more, Pulse+ WHAT IS YOUR CUSTOMER ENGAGEMENT OBJECTIVE? What Is a Customer Engagement Objective? One of the best means to grow customers is not through customer acquisition but through customerretention.
WHAT IS SUCCESSFUL CUSTOMER SERVICE? What is Successful Customer Service? In the subscription economy, increasing customer retention is the sure shot means to grow sales andprofitability.
INTRODUCTION TO GAINSIGHT FOR CSM/AMS Product Training for CSMs. We recommend all new Gainsight users take the free Gainsight University series training courses starting with Foundations to get an overview of Gainsight from an End User or a CSM's perspective. The additional application-based courses (eg. Reports & Dashboards, Cockpit & Playbooks, 360 & Timeline) provide you with information on how to work efficiently in CONFIGURE SUCCESS PLANS Configure the Success Plan Layout. To configure the Success Plan Layout: Note: By default, some Success Plans fields are available. Click SAVE & CONFIGURE PLAN INFO LAYOUT in the Add Success Plan Type dialog while creating a Success Plan type or click the Gear icon in the existing Success Plan. Success Plan Layout configuration page appears. Drag a field from the left pane and TROUBLESHOOTING GAINSIGHT PX INSTALLATION 1) How does Gainsight PX track and identify elements? Gainsight PX tracks any CSS selector in combination with a URL to identify elements which include Button/Link Clicks, Text Match on elements and all other activities on your web application via Custom Events.Get a Demo
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LEAD YOUR WORLD IN CUSTOMER SUCCESS > We've actually been able to quadruple the amount of customers that > we reach in our lower tier. Nicole Richards, Director, Global Client Services > We wanted to have a early warning system. Gainsight was able to prop > us up and it's never let us down. Andrew Cummins, Customer Experience Manager > We saw, with Gainsight, a 3% improvement in retention rate on $1B in> revenue.
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Ceridian
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Customer Relationship Challenges Your Usage Data Can Solve Image 2 COMMON CUSTOMER RELATIONSHIP CHALLENGES YOUR USAGE DATA CAN SOLVE As a member of our Customer Success Operations team, our Client Outcomes Managers (COMs) are my #1 customer and it’s important to me to drive consistent outcomes for them (the same way they drive outcomes for their customers). So, I really take it to heart when I can’t deliver on the team’s desired outcomes or necessary processes to drive outcomes for their customers. With Gainsight CS, we’ve been able to drive strong processes around health scoring, Calls to Action (CTAs) when customer’s usage was low, and scalable Journey Orchestrator programs. However, we were lacking deep analytics on how our customer’s were using Gainsight. Through Google Analytics and a homegrown system, we were able to piece together some of the story—but we were missing the big picture. I can imagine many of you reading this have been in a similar situation and likely heard many of the same questions from your own teams: How often is a key user (admin, persona, etc.) logging into the system and what actions are they performing? It’s great to see this customer using a top feature, but I want to understand how they are using it? My customer just created a new use case for a feature, 8 min readAugust 9, 2019 Article Best Practices, Gainsight on
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Your Admins Into All-Stars With Gainsight PX Image HOW TO MAKE YOUR ADMINS INTO ALL-STARS WITH GAINSIGHT PX Every week, I remind myself that a customer is not a company—they’re individuals. We tend to view customers as teams and organizations, personas and segments, but a customer’s actions come from their personal, human experiences. A customer is a person. Usually, the only practical way to send messages to customers is through a 1-to-many communication. A mass email blast that’s targeted through an abstraction like their segment or their company. I’ve found, though, that Gainsight PX allows me to bring my customer marketing all the way down to the level of the person, and more importantly, their human experience. We wanted to be more proactive in our Gainsight Admin enablement. A lot is on their shoulders and our goal was to make them feel more confident and motivated to solve their organization’s problem. But like I said, every customer is an individual person and no two people are the same. In this article, I’ll share how we used Gainsight PX (our product experience platform) to provide personalized support to our admins at scale and increase their adoption of our products. What my high school soccer team taught me about our admins It all starts with soccer. In high school, I was on a truly 9 min readAugust 9, 2019 Article Best Practices, Product
Experience
What Can a Basset Hound Teach You About Your Users? Image WHAT CAN A BASSET HOUND TEACH YOU ABOUT YOUR USERS? Meet Hank—a 6-year old basset hound who loves to play fetch, howl for no reason, and get all the belly scratches. Hank is also a treasure trove of understanding about product analytics and feature usage. Don’t worry, this article is more than just cute pictures and GIFs of Hank (although I’d argue that might still qualify as a good way to spend your time). There’s valuable insight into product analytics in the paragraphs to follow. Your users won’t tell you what’s on their mind Let me set up the analogy a bit further. If you’re in the business of creating products or helping your customers be successful, caring for Hank is quite a similar task. There are a lot of consequences if you don’t create products and features that your customers like. They won’t use them, or they won’t be successful with them. In the end, they’ll probably stop using those unfavorable features altogether. Worst-case scenario—they’ll go to your competitors to find a better solution. Your users are like Hank and your product is like one of his many dog toys. If Hank doesn’t like a toy, he’s not going to play with it. Simple as that. Same goes with Hank 32 sharesAugust 2, 2019Webinar Product
Experience
Finding Friction in Your User Journey & How to Fix It Image FINDING FRICTION IN YOUR USER JOURNEY & HOW TO FIX IT Thursday, August 29 | 11:00 a.m. PT (2:00 p.m. ET) Slow load times. Form after form after form. Buttons that don’t work. Is your blood boiling just thinking about them? The same could be happening to your users right now. We’ve all had our share of frustrating user experiences, but they don’t have to happen in your product. Join Agata Bugaj, Senior Director of Product Management at FullStory, as she shares tactics to find and solve points of friction in your product. In this webinar, you’ll learn how to: Identify points of friction in your product. Increase engagement and adoption Balance new feature work with frustration fixes And much more!312 registered
Webinar Product
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Avoiding the Customer Feedback Black Hole: Strategies to Improve Cross-Functional Communication Image AVOIDING THE CUSTOMER FEEDBACK BLACK HOLE: STRATEGIES TO IMPROVE CROSS-FUNCTIONAL COMMUNICATION Where is your customer feedback going? Does it actually make it to your product roadmap? In an ideal world, customer feedback would flow from customer to customer-facing teams to the rest of the company. But it often feels like this valuable data is lost in a black hole. Eigenworks has set out to learn more about these communication workflows. Join Alex McDonnell, Client Insight Lead at Eigenworks, as he discusses part one of this study. He’ll share insights gleaned from interviews with customer success professionals about how they and other teams can improve the flow of customer feedback. In this webinar, you’ll learn: Four strategies to improve communication flows Frameworks to prioritize customer feedback How you can participate in and follow the progress of this study And much more!305 registered
Webinar Best PracticesPerfecting the
Handoff Between Sales and Customer Success Image PERFECTING THE HANDOFF BETWEEN SALES AND CUSTOMER SUCCESS The two biggest predictors of customer churn are poor onboarding and the loss of an executive sponsor. While often looked at as an unavoidable and unfortunate part of the customer journey, the loss of an executive sponsor can really be viewed as just another handoff in the onboarding and customer success process. Handoffs are a critical part of the customer journey and we’ll discuss how these materially impact the likelihood of customer satisfaction, customer success and customer churn. Join Jamie Cole, VP of Marketing and Product at Taskray, Tyler McNally, Sr. Director of Customer Success at Gainsight, and Meenal Shukla, Sr. Client Outcomes Manager at Gainsight, as they give you a detailed framework for operationalizing the handoff between Sales and CS. In this webinar, you’ll learn: A methodology for onboarding customers from the handoff through to a new executive sponsor. How to streamline the handoff from Onboarding to CS. And muchmore!
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Perfecting Your Handoffs From Sales to Customer Onboarding to CustomerSuccess Image
PERFECTING YOUR HANDOFFS FROM SALES TO CUSTOMER ONBOARDING TO CUSTOMERSUCCESS
80 percent of companies think they are delivering “superior experiences.” Just eight percent of customers agree. Where’s the disconnect? If each team thinks they’re doing a great job ensuring the customer experience is superior, the disconnect is most likely in the handoffs. You work in a company with many different roles, teams, departments, metrics, and objectives. But from the customer’s perspective, you’re all just one company. So how do you fix the weak joints that connect strong teams? That’s where this ebook comes in. Gainsight and Taskray present the four keys to perfecting your handoffs and creating indelible experiences and successful outcomes for your customers. Get proven tactics and best-practice strategy for improving each handoff across the customer lifecycle—from Marketing to Sales to Onboarding to CS to Account Management to Renewals and beyond. This ebook also includes a gold-standard journey mapping template and a communications checklist for handoff-related outreach. Download it today and share with your cross-functional teams!2684 downloads
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TSIA: The State of
XaaS Product Management 2019 Image TSIA: THE STATE OF XAAS PRODUCT MANAGEMENT 2019 Discover the dramatic business model changes underway in the tech industry and how these changes are acutely impacting product management. Product management leaders are faced with dramatically changing their approach to how they are leading their organizations, investing and operationalizing to drive their business’ recurring revenue engine. This paper explores the challenges TSIA member companies are facing, identifies some proven practices, and offers guidance for an effective path forward. It’s an ideal asset for SaaS or XaaS product management leaders to understand what’s to come in 2019. In this report, you will learn: The top challenges of product management leadership Trending design methodologies for successful X-as-a-service offers Best XaaS pricing strategies XaaS product management revenue growth An inside look at the current state of XaaS product management XaaS critical success metrics & KPIs632 downloads
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The Essential Guide to Product Experience Image THE ESSENTIAL GUIDE TO PRODUCT EXPERIENCE A comprehensive guide for Product leaders. Look around you. How many people are on their computer? Their cell phone? We’re surrounded by digital experiences, both at work and at home. Whether you’re a SaaS or cloud business, or if a digital experience is just one facet of your offerings, it’s imperative that you deliver an amazing product experience. As a product leader, this weight of this responsibility falls on your shoulders and if you want to create competitive products, you need to develop a customer-centric mindset. Understanding product experiences inside and out will benefit your customers and your career. We’re no longer transitioning to a new era of business, we’re deep in it, and if you want to keep up, you need to be in tune with your customers and deliver continuous intrinsic value. Otherwise, you’ll be obsolete before you can say, “Blockbuster.” Are you already aware of the necessity of providing positive product experiences for your customers? Give Gainsight’s Product Experience Platform a try. Need a bit more information? Download the essential guide to product experience ebook. In this ebook you will learn: The value of a great product experience The components necessary to deliver it Best practices to2601 downloads
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