Ramya Ragavan

Accessibility is no longer optional—it’s a business imperative. Recent legislation, such as Colorado’s new accessibility law and the Department of Justice’s renewed focus on enforcing accessibility requirements, is pushing organizations to prioritize inclusivity now. But how do you embed accessibility into your product management practice without simply checking a box? Join Pam Mayer (Senior Manager, Accessibility Team) and Divya Nagaraja (Senior Product Manager) from Workday for an essential Products That Count webinar on 12/18 at 4pm PT. In this session, you’ll discover: - The foundational principles of accessibility and why it’s critical to your bottom line. - Practical tools, key metrics, and actionable strategies to improve accessibility at every stage of product development. - How to align your team and stakeholders around accessibility to ensure compliance and usability. Workday’s Accessibility Team lives by the motto “progress over perfection”—and their insights will help you take meaningful steps toward creating more inclusive products while staying ahead of legislative demands. Don’t miss this opportunity to learn how to turn compliance into a competitive advantage. 👉 Sign up here: https://rb.gy/qd5140

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If you have a poor onboarding program, even the best CSMs / AMs will have a daily uphill battle. If your onboarding program is effective, it alleviates immense amount of pressure on CS / AMs running the book of business. The secret to onboarding? Reverse engineer your renewals playbook / success metrics and use that as onboarding playbook. Meaning if you know X has to be true by day 90 / 180 / 270 in order for a successful renewal, make those milestones a part of onboarding.

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The past week, I’ve been reflecting as 2024 comes to a close. This year has been filled with highs and lows, a lot of changes (like joining an amazing team at Zendesk!), and excitement for what’s ahead. My reflections led me to three powerful goals that are going to define our Partner program journey in 2025: 🏎️ Acceleration: We’re not just moving forward; we’re picking up speed. ✔️ Accountability: We’re owning our commitments and pushing boundaries. 🤝 Alliances: We’re building connections that transform how businesses connect with customers. I’m so excited to dig into these themes more at SKO in just a few weeks. It’s more than an event – it’s a launchpad for our shared vision. We’ll explore cutting-edge strategies, dive into #AI-driven innovations, and strengthen the connections that make our community extraordinary. Let’s make 2025 a year of exceptional service and success together.

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Complexity kills value. The most successful teams don’t win by building the most features. They win by simplifying. Simplicity aligns teams, sharpens focus, and delivers real customer value. It’s not just a design choice—it’s a business strategy. The best solutions aren’t the most elaborate—they’re the ones that simplify.

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I got a message from a recruiter today for a Product Management leadership role, and I quickly replied, "I'm not a product manager." Maybe that's not exactly true. Because there are some important parallels between product management and growing a digital customer academy. 😎 Consumers need to know your product exists and what it can do for them before they can buy or use it. Promoting your academy is an on-going task. Yes, we do it from the time a new customer signs their contract with a welcome email, but we also recommend relevant learning content when a user is searching our online community, tell them about "what's new" when they visit the academy and in monthly newsletters, talk to our CS and Sales counterparts at their team meetings to keep them in the loop about all things education, and so on. Check out this latest Gainsight blog for more tips from the pro's like David O'Brien on how to promote your academy and inspire long-term learning! #customereducation #encouragelearning #marketingtips https://lnkd.in/g-qqMWAb

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Just in time personalized learning = Level up your team = Maximize your revenue

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We’re feeling ✨ extra grateful ✨ for our Gainsight Community because we have some exciting news to share: Harri, the all-in-one #HCM platform for the hospitality industry, has officially become our first 🌟 four-product 🌟 client in Europe by launching their Customer Community! 🎉🌍 Over the past five years, Harri has been on an impressive growth journey—innovating and scaling at lightning speed to meet the ever-evolving needs of the hospitality market. As their customer success strategy matured, they needed a way to connect with their customers at scale by delivering engagement, education, and empowerment through a single, unified platform. 🤝 Harri's Customer Community powered by Gainsight is a dynamic hub where customers can connect, share best practices, provide feedback, and strengthen their partnership with the product. Or, as Dan Maimone, Director of Customer Success and CS Operations at Harri, puts it: "It’s like bringing our customers into the same room—it’s powerful." 🦸‍♂️ We caught up with Dan to dive deeper into Harri’s journey, the challenges they tackled, the wins they’ve celebrated, and why Gainsight was the perfect partner to help them bring their vision to life. Check out the full interview here 👉 https://lnkd.in/gWxYsndK

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Choosing the right metrics and KPIs is crucial for team success. In professional services and customer success, meaningful metrics keep teams aligned and focused. Most importantly - ensure the measurements matter to your team. My overall approach separates attainable metrics from aspirational ones: Attainable metrics should be ready to measure on day one. Aspirational metrics are valuable goals, but may require time to implement. Separate aspirational KPIs from day-to-day metrics to ensure progress can be tracked immediately. When planning metrics, focus on goals that align with your strategy, engage your team, and are actionable from the start. #Metrics #KPIs #TeamSuccess #ProfessionalServices #CustomerSuccess

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When we connect learning to someone's prior experiences or existing beliefs, the new information or skill becomes more relatable, practical, and easier to recall. Gainsight considers this a human-first learning approach, but it's also just sound instructional design. Here are some examples drawn from our own courses, where we use a familiar concept or example to build a bridge to a new concept: 📊 For a moderately technical audience’s introduction to Gainsight data architecture, we start with the example of rows and columns in Excel, since most people have some familiarity with Excel. ✉ To help learners understand the various steps to building an email program, we use the Who, What, When, How framework that most people learned in their early school years. 👩‍⚕️ To assist new administrators in thinking about customer health scorecard measures, we reference a doctor’s visit where they check multiple things (blood pressure, weight, breathing, etc.) to assess your overall health. 🎬 Analytics and reporting can be dry, so to engage learners and connect with pop culture, we start by talking about how some movies that critics hated actually performed really well with audiences and in terms of ticket sales. There’s often an interesting story to be uncovered in the data! 💼 And to teach a more complex concept in our business rules engine, trainers ask participants to think about support ticket analysis, since nearly every SaaS business has a support team and ticketing system. Leveraging a familiar use case helps learners visualize the problem. For more practical ideas on how to approach training from a human-first perspective, join our Humanizing Customer Education webinar series - there are two more sessions in July and August!   https://lnkd.in/gYFSnAM5 #customereducation #humanfirstlearning #priorknowledge

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Revenue leaders are calling on sales enablement to train a workforce that can deliver higher win rates, increase revenue, perform consistently, and deliver standout customer experiences. That’s why at Gong we’re introducing three new AI capabilities this week to help do exactly that. These capabilities will bring rigor to pipeline management and coaching, with AI that gives enablement, RevOps, and frontline managers the trustworthy insights they need to: ✅ Improve forecast accuracy and pipeline conversion rates by using AI to automatically pinpoint gaps in adherence to sales methodologies ✅ Increase revenue per rep, with AI that automatically suggests answers to scorecard questions, helping managers coach reps consistently and at scale ✅ Increase data trust, with out-of-the-box Smart Trackers and assessment tools that make it easier to build, preview, and deploy accurate, comprehensive concept trackers Game changing for both revenue and enablement leaders. Get the full story about our latest release here:

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Some of my very best friends were former colleagues...I love that relationships don't end because a role changes. So what's better than attending #CustomerXCon 2024? Leading a workshop with Robert D., who is now one of my very best friends and favorite humans. Robert brings the customer success and operations perspective and I dabble a bit in customer marketing and experience ;) Together, we're excited to share how to "make the impossible, possible" by combining forces to drive reporting, analytics, customer health, and customer engagement. Will we see you in Boston this October? Link to register in the comments. #customermarketing #customeradvocacy #customerexperience #customerengagement #customersuccess #operations #sharedsuccess

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This is a really great bunch of folks to be included with. As mentioned in my clip, there are tonnes of resources out there for you if you are starting a customer education program or looking for help elevating your existing one. Everyone I've found in this field is super passionate about what they do and willing to help if you reach out. Here are some links to the resources mentioned (and a couple more I missed): Customer Education Management Association (CEdMA): https://www.cedma.org/ CELab Podcast: http://customer.education/ Joe Ryan's Customer Ed weekly: https://lnkd.in/eBDSyH7B Intellum's events, like Roundtables: https://lnkd.in/efjugpes Learning Outcomes CEBeers virtual meetups: https://lnkd.in/evFjC2vf Customer Education Community: https://lnkd.in/eb4pBCAk Trainn Customer Educated Podcast: https://lnkd.in/ewQmhfte Evan Hall's From Scratch meetups: https://lnkd.in/eGTyVSp9 (once you join, you'll find information in the 'from scratch' channel on how to join) Zenya Learning LLC's list of conferences: https://bit.ly/3hkjMEC Echtus blog: https://lnkd.in/es7n7BGv Kristine Kukich and Shannon Howard's Mixology series: https://lnkd.in/eegNkuGF And there are many more (feel free to comment with your favourites 😊 ) Intellum's report is an interesting read with lots of data presented in an easy-to-read format, if you haven't checked out just yet head here: https://lnkd.in/eMSAzuDK

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I've been head's down for a bit working on a little ol' migration of Gainsight University. Happy to say the heavy lifting is done -- we're in fact live on our own Gainsight CE product! It's been another great opportunity to learn and work together as a team. It'll take a few more weeks for the dust to fully settle and to recognize all the lessons learned, but this blog post captures some initial reflections. #migrations #lms #lmsmigration #customereducation https://lnkd.in/g4wmhV7c

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Want to improve your culture in 2024? Then it's time to increase employee recognition! Read our top tips and explore real world inspiration here. #EmployeeRecognition #Culture #AwardWinningCulture #TopWorkplaces

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RevOps Needs to Evolve From Systems Admins to Strategic Advisors 🚀🧠 RevOps isn’t just about managing systems; it’s about transforming them into strategic assets. + They are the ones turning complex data into actionable insights for leadership. 📊🔍 But here’s the real deal: With all the knowledge of systems, processes, and insights…RevOps needs to step up as strategic advisors 👔 It’s not just about keeping the systems running; it’s about steering the ship towards opportunity. What does this mean for businesses? It means elevating RevOps from the backroom to the boardroom. Transforming them from tech troubleshooters to key players in strategic decision-making. This shift is crucial. It’s about recognizing the potential of RevOps to influence and shape the future trajectory of the company. It’s about tapping into their unique insights to drive smarter, data-driven strategies. So, how do we do this? It starts with giving RevOps the tools, authority, and, most importantly, the seat at the table they deserve. 🪑 It’s a journey from operational support to strategic partnership.🚀 #RevOpsEvolution #StrategicAdvisors #InnovativeBusinessStrategies 🌟📊

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Customer journey mapping and Voice of the Customer are two powerful tools in CX management. When used together, they help us comprehensively understand our customers' experiences, needs, and pain points. We're excited to announce the release of our comprehensive guide on integrating customer journey mapping with insights from customer feedback! #Artiwise

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🚀 Excited to announce the launch of Workday's Global Workforce Report! This report, powered by insightful data from the Workday platform, including key data points from Peakon Employee Voice, uncovers some important trends shaping the global workforce: 🌍 Hybrid Work: Effective communication and flexibility are crucial for maintaining engagement in hybrid settings. 💡 Skills-Based Hiring: Companies are increasingly prioritizing skills over traditional qualifications, driving adaptability. 📊 Employee Well-Being: Investing in well-being is directly linked to better business outcomes. #FutureOfWork #EmployeeEngagement #Workday #Peakon #HRTech #TeamWDAY

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🤯 Leading Customer Experience for a product AND getting the opportunity to be on the customer side of that product?! INCEPTION! Today I co-hosted Goldcast's first Product Deep Dive with the talented Brittany F. and Kaitlyn Herzog (and our fearless behind-the-scenes experts Vaishnavi Jai, Anand Patel and Lindsay McGuire!) We highlighted some amazing new product improvements including: 🎉 New Stage Controls (peep the screenshot - hosting an event is a BREEZE!) 🤖 AI Content Lab 🔁 Repeating Events vs. Event Series Want to learn more about the above? Check out those links in the comments!

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