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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Customer Success Starts with User Success

Enterprise technology has historically been built to serve an IT buyer. If you’ve ever filled out an RFP, you would almost certainly have seen a laundry list of requirements using words like controls, administration and compliance. Often missing from that list (or de-prioritized at least) was a focus on user needs, since addressing the business

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Approaching the Customer Success “Tipping Point”

Today is a special day for the Customer Success industry.  We announced that Gainsight has been named by Gartner a 2014 Cool Vendor for CRM Sales.  This recognition is more than validation of our efforts as a vendor in this space; Gartner’s decision represents broader validation from the industry’s leading analyst firm that a sharp focus

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Gainsight’s New Customer Success Evangelist

Having personally helped hundreds of Software-as-a-Service (SaaS) companies scale their businesses over the last 5 years, I can say without a doubt that being truly focused on Customer Success is the key to creating real business value in 2014 and going forward. I’ve witnessed first-hand how Customer Success is the new “vendor lock-in” – if

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Gainsight Platform Spring Release

Hi everyone, I’m thrilled to have joined the Gainsight team to lead our Product Management and Analytics roadmap. Prior to Gainsight, I was at Facebook where I worked closely with our Customer Success teams, using predictive analytics to drive advertiser retention. Through this experience, I was exposed to the large market opportunity for Customer Success

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[Webinar] 6 Ways to Find & Keep Your Best Customers with Big Data

The Big Data proliferation today offers companies a great opportunity, but without the right lenses in place, more data just creates more problems. How can companies navigate prospect and customer data to find and keep their best customers? Gainsight joins forces with Radius in a not-to-miss webinar to answer this question. Find Your Best Customers Radius’s marketing

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