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Building a Successful CSM Model; How to Attract, Maintain & Grow the Best CSMs

When it comes to developing the best customer success model possible, it’s important to start with the best customer success managers. These crucial members of your team are responsible for more than just your company’s relationship with the customer, they set the pace for your overall future with your customer and your future revenue opportunities.

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The Ten Laws of Customer Success

Bessemer’s original ten laws were “The Ten Laws of Cloud Computing” in 2010. Based on the success of that publication, they commissioned “The Ten Laws of Customer Success” in 2015 to address the burgeoning popularity (and necessity) of Customer Success. Over the next few weeks, we’ll explore the new ten laws in some depth. The

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Build Enduring Customer Relationships: Why Gainsight’s Q3 Release is Important

We are incredibly excited to announce our August 2015 product release and share how we anticipate it impacting the daily lives of CSMs and Account Managers alike. In this release we have focused on helping you build enduring customer relationships. Towards that end, there are three newly launched features in this release, Relationships, Success Plans,

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The Customer Success Guide to Dreamforce

Customer Success and Dreamforce go together like peanut butter and jelly. It’s no wonder when they come together, they make such an appetising opportunity. At Dreamforce 2015, customer success will be a major topic of discussion as industry leaders, executives and keynote speakers center on the issues of churn and retention. In order to optimize

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Creating a Customer Gift Experience that Wows (and Helps you Win)

by Michael Litt, Co-founder and CEO of Vidyard Best in class businesses bending over backwards to help customers become wildly successful is old news. It’s not a secret that to build a successful business, you need happy customers. Many happy customers. And the best businesses understand that the path to customer happiness starts with their

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Churn is Psychological; Here is how to Defeat it.

Recent studies have shown that failed onboarding and implementation are the biggest reasons for churn in the software business. It’s no surprise though; the time between the purchase of the solution and seeing first value is generally a period where the buyer is experiencing buyer’s remorse. This bout of remorse is not because your product

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How to find the Perfect Customer Success Manager

“How do I find the best Customer Success Manager for my team?”    Every week, we field this question from Customer Success leaders. In this post, we’ll share an actionable framework and a free 10 question CSM hiring checklist to help you find the best Customer Success Manager for your company. Hiring great CSMs is tough,

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How Gainsight Built Customer Success into our Onboarding Process

Customer Success begins before your customers fully adopt your product. From the moment the contract is signed, you have to be strategic in each of your customer touch points. The customer is excited begin using your software, but this excitement can quickly turn to buyers remorse if their expectations aren’t met. Onboarding is difficult, all

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What do Customer Success and Direct Marketing have in common?

About 10 years ago, I completed the Interactive and Direct Marketing Diploma with the @IDM, in London. Outside of the stress of a two day sit down exam, the course and the business cases we developed were filled with extremely valuable information. Although I now work in the Customer Success industry, I keep thinking of

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1 to Many: The Real Difference Between Low- and High-Touch

If you ever attend a meetup of Customer Success professionals and want to heat-up the discussion, ask how low-touch (from a human-centric standpoint) differs from high-touch and where or if they can coexist within the same customer segment. Then sit back and enjoy the fireworks. This is a very contentious topic because it involves the

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