Customer Success for Hardware Companies

For many companies, implementing “customer success” processes and capabilities is a relatively new concept. SaaS companies have been the early adopters of institutionalizing customer success as a core function – Customer Success Managers at SaaS companies are focused day-to-day on driving renewals, increasing up-sell and cross-sell revenue, and managing their customers more proactively and efficiently.

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10 Things I Learned from the OpenView Ventures 2015 Customer Success Event

As a die-hard Pittsburgh sports fan, I’ve learned to avoid the 617 area code Boston region in the months following their regular inevitable sports championship of one kind or another. Furthermore, with near-all-time-record February snowfall, this month wasn’t the ideal month to convince a California transplant to come visit the “City of Champions.” But when

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Customer Success Learnings from SaaStr Annual 2015

Last Thursday was the first (of many, I hope) SaaStr Annual conference in San Francisco and it was awesome! From the venue, to the “between two ferns” interview setup, to the fact that CEOs from some of the hottest companies – including current Gainsight customers Box, OpenDNS, MobileIron, and Influitive – were there to share

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We’re Growing Up – and To the Right – With Our Customers

One of our core values at Gainsight is Success For All – we believe that success for our stakeholders—whether our customers, teammates, or shareholders—comes with a sincere focus on continuous learning, selfless teaching and making a difference in each other’s lives. There’s nothing more rewarding than seeing Success For All in action and ultimately, in

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Is Your Startup The New England Patriots? And Are You Tom Brady?*

Let me get something out of the way upfront. I am not a Patriots fan. Not. At. All. As a lifelong, diehard, many-screws-loose Pittsburgh Steelers football fan, I couldn’t be further from the Brady Bunch fan club. In fact, as my team has constantly been toyed with and tortured by Giselle’s man (anyone remember the

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Why Implementing Enterprise Software is Hard

I joined Gainsight over a year ago (wow, time flies). From the get-go, I was super impressed with what the product was able to, especially when the “old way” of doing things was all too familiar. In every company that I’ve ever been a part of, account management teams had to manually track down updates

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Why Bessemer Invested $25M in Gainsight

On behalf of the entire cloud team at Bessemer Venture Partners, we are thrilled to be joining the team at Gainsight as investors!  Since the very first publication of Bessemer’s 10 Laws of Cloud Computing, one thing has been very clear and we say it repeatedly: “the single biggest driver of long term profitability for

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Introducing PulseLocal – The Next Chapter of Pulse

When we first planned the Pulse Conference back in 2013, nothing could have prepared us for the response from the community.  You see, other departments within a business have their own traditions.  Sales has Dreamforce or the annual President’s Club trip for high-achieving reps. Marketing has the Marketo Summit, countless meet-ups, and even national organizations

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Deploying Gainsight Without Usage Data

There’s an abundance of data in every enterprise.  There always has been but today, it’s much easier to extract and move around.  One of the results of this is that most organizations are becoming more and more data-driven.  Take Marketing for example.  10 years ago Marketing was perhaps the least measurable organization in the enterprise. 

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An Honest Reflection on Pulse 2014

It’s been a little over a month since 900+ leaders in Customer Success gathered in San Francisco for Pulse 2014. We’ve shared some of the initial numbers and content from the historic event, however, we wouldn’t be much of a Customer Success company if we didn’t survey the attendees and share the results of our

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