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Gainsight - I'm having an awful onboarding experience. Looking for someone who has had a positive experience.

Hi All, I'm going now into month 6 of my onboarding with Gainsight. It's pretty ironic how It's been such a negative experience. Recently I added a paid TAM with gainsight just to get this going the way it needs to be. In parellel, I'm still working with my orginal PS team, who have not...



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RE: ChurnZero Best Practices

I know Gainsight has free tutorials on their website that would give you some insight into the platform basics. I'd think ChurnZero has something similar. I'm a certified GS Admin, but they have End User courses as well....depending on where your interest lies. -- Katie Baker Workiva --


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RE: ChurnZero Best Practices

One of my goals this year is to become more familiar with the CS platforms like ChurnZero and Gainsight for career growth purposes. Is anyone willing to walk me through a demo of their implementation? I'm open to other suggestions to increase my knowledge too. Thanks, -- Ed Braunbeck --


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RE: ChurnZero Best Practices

Hi Jared! Full disclosure, I'm on the Customer Success team at ChurnZero - so that's the perspective I'm coming from in answering your questions. :) As and mentioned, Segments are definitely the 'building blocks' of ChurnZero, and it's something we will put a pretty constant focus on throughout...


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RE: Dashboard for upcoming renewals

Just spitballing here - Do you have playbooks for improving health that coincide with the forecast category? For example, if you have a X-month long playbook for moving at-risk accounts from red to yellow to green, would be cool to see where each of those at risk accounts falls within the...


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RE: ChurnZero Best Practices

Hi Jared, We have been using ChurnZero for a little over a year and I'm a big fan:). Biggest thing is to really understand that everything is based on segments, so making sure you really understand how to set these up will help with plays, etc. Start organizing these segments early (folder...


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RE: Dashboard for upcoming renewals

- can you share more detail on how you've defined and implemented renewal stages and forecast categories? We're in the process of setting up Salesforce to track customers along the lifecycle after the initial close and this is definitely more comprehensive than what we have mapped out so far....


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RE: ChurnZero Best Practices

Hi Jared, How has the implementation gone? I'm a little over a year into working the hybrid CSM/CZ admin role. Tightening up our plays and segmentation were huge over the previous year and we're just now diving into Journeys as well, but the CS team is truly seeing value in usage reports when...


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RE: Using HubSpot as Customer Success Software

Hello Jude, Our CS team didn't have a separate tool to manage accounts, except for my hand-made excel spreadsheets. And while there are a lot of great features in Hubspot that we did end up using, (NPS/CSAT surveys, onboarding forms, emails comms), it was not our main go-to for customer...