I frequently hear from customer success and sales leaders that two of the most common reasons for churn or downsell (revenue compression) are executive/sponsor change…
Last month, I quit my position as head of Customer Success at my company, RD Station. It was a dream job for a CS leader,…
I had a great time at SaaStr this week. I hosted a panel on “How to Take Customer Success from Idea to Action” with three…
What’s the one question people are always asking you about your job? If I had to stack-rank all the questions I get asked by customer…
Ask, “What’s next on our product roadmap?” and you might find yourself drowning in an overwhelming amount of opinions. There’s a tried-and-true way to cut…
So you think you know your product… but just how deeply do you understand the value it provides? As a product leader, you’re the subject matter…
I don’t know about you, but I constantly think about measuring my life in “moments.” Some of those measurements are profound. How many more Christmases…
How many of us have heard a business claim “our key differentiator is that we’re very focused on the customer?” And how often has that…
Ben Franklin once said, “An investment in knowledge pays the best interest.” Build up those knowledge reserves by attending these can’t-miss conferences of 2019. North…
This post was co-authored by Mickey Alon. We don’t have a handle on how each customer is using the product. We need to scale our…
“Customer Success Management is hitting the mainstream.” That’s what Forrester analyst TJ Keitt said in his September 2018 report, How to Build a Customer Success Program,…
I hear these two questions in the Customer Success community all the time: What profile of Customer Success Manager (CSM) should I hire? Does CSM…
On Dec. 12, 2018, Gainsight invited the local Customer Success community to join us in Sydney for the first ever Pulse APAC. With 10 Pulses…
Companies that want a true competitive advantage in their marketplace must make their customer experiences a priority—but to do this correctly, you need data science.…
It wouldn’t be a blog about Information Technology without posting this clip from “The IT Crowd,” but those of us actually in the IT business know…
It’s been quite a year but we’re on the home stretch, folks. Before you say, “thank u, next” to 2018, check out Gainsight’s top blog…
It’s a tale as old as time—well, as old as, like, 2009 maybe. Customer Success was the new business buzzword, except it wasn’t a passing…
Originally published on inSided.com on November 15, 2018. There are dozens of online community variations, and as the digital landscape grows and grows, the sheer…
Cheers, mate! The fourth annual Pulse Europe has come and gone and we feel pretty full of doughnuts, ice cream, and Customer Success best practices.…
This post was co-authored by Allison Pickens, Will Robins, and Mickey Alon. It’s been three weeks since we acquired Aptrinsic, and we’re just now getting…
Roses are red. Violets are blue. NPS is a leading indicator for retention—except it’s just not true. It’s often taken for granted (even among long-time…
If I had to make a list of the things that preoccupy my thoughts, I think Executive Business Reviews (EBRs) would probably come in fourth,…
I am proud to have been on the Mergers & Acquisitions (M&A) team that helped bring Aptrinsic to Gainsight. The acquisition serves a need that…
I’m reading this fabulous book right now that is perfect for anyone making important decisions—The Book of Why. The author, Judea Pearl, subtitled the work…
It’s a dark, stormy night. You’re sitting at your computer. The lights flicker as you click open your reports and there you see it; the…
We know you have questions about Gainsight’s acquisition of Aptrinsic. We tried to answer all the questions we anticipate will be common, but we’d love…
If you take a look at my LinkedIn page (and scroll way, way down), you’ll see exactly where my career took a left turn. (No, not…
Today we announced that Gainsight is acquiring Aptrinsic. I couldn’t be more excited to start working closely with Aptrinsic’s CEO and co-founder Mickey Alon. I’ve…
All over the world, companies are using data science to cultivate a healthy customer base. However, there are still a lot of questions surrounding this…
Humans are a resourceful species. But sometimes in an effort to save time and conserve resources, we end up expending more. It’s the age-old software…
From the time I was little, my dad shared stories with my brother and me about heroes. There was a story about how the Wright…
I cringe every time I’m in a conversation with a Sales leader talking about Customer Success and they make the familiar reference to our outbound…
This blog post is based on questions and answers showcased in our webinar, How to Budget for Customer Success: 2019. Does a straw have one…
This blog post is based on questions and answers showcased in our webinar, How to Budget for Customer Success: 2019. Listen to the full recording…
Another Dreamforce has come and gone. Have you caught your breath yet? Are your ears still ringing from that Metallica show? When it comes to…
Let’s all just agree: the 1990s were awesome. Tamagotchis, Birkenstocks, Vanilla Ice—what more could you ask for? And even though Birkenstocks and fanny packs are…
