Mehta Recognized by The SaaS Report as #12 Out of the Top 50 SaaS CEOs of 2017 REDWOOD CITY, CA, August 10, 2017 — Gainsight™,…
As CEOs, our job is to maximize the upside while protecting the downside. Depending on the phase of our business, the mix between fear and…
Over the last couple years as a growth equity investor, I had examined the budding Customer Success industry and heard about the vibrant Pulse community.…
This post was co-authored by Will Robins and Priyanka Srinivasan. “If you can’t measure it, you can’t manage it.” -Peter Drucker “It’s all about the…
Over the years I have worked with CROs, CCOs, and CMOs, partnering with the CFO to best figure out what our go-to-market budget will be…
I was thinking about our latest product package, Gainsight for Voice of the Customer (VoC), and naturally, my thoughts immediately turned to quantum mechanics. And…
In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Jennifer Dearman (Vice President of Global Customer Success, Kronos) to understand the mechanics…
Dan Steinman is the General Manager of Gainsight EMEA, and is based out of London, UK. He leads Gainsight’s regional growth initiatives from the company’s…
Having interacted with several on-premise and hybrid on-premise/SaaS companies, I’m surprised at the number of times I’ve heard an executive at an on-premise company mention…
Founded by former Marketo executives, Aptrinsic is fueling the next generation of product-led go-to-market strategies for SaaS companies. Aptrinsic is now Gainsight PX! Gainsight PX…
Have you ever gotten so many emails that you don’t even know where to begin to respond? Whether you’re an “Inbox (0)” or an “Inbox…
Customer experience is hot—maybe not as hot as Phoenix was a few weeks back when it was literally too hot to fly, but it’s still…
This post was co-authored by Ganesh Subramanian. If customers come to you with their problems already crystallized and request your tool, you may have a…
In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Byron Deeter (Partner, Bessemer Venture Partners) to get his thoughts on the rise…
What’s the best Customer Success software? Obviously that’s an impossible question to answer. What’s the best software for you might be more appropriate. Every platform has…
The rise of the recurring revenue model over the past decade has made the rise of the Customer Success industry inevitable. Now more than ever,…
It’s easy to get caught up in the day-to-day buzz of Customer Success. Within the span of an hour your team might be watching the…
This post was co-authored by Carissa Aiello. In the keynote for our annual Pulse conference in May, we spoke about the Customer Success Network. One…
Silicon Valley versus Wall Street. Warriors versus Cavs. Tupac versus Biggie. The West Coast versus East Coast rivalry has a long and storied history—and I’m…
“Ownership” is one of the most overused terms in modern work; it shows up in the business buzzword dictionary right next to “synergy” and “taking…
Over the past few months, the interest we’ve seen from customers and prospects about Customer Marketing has been overwhelming. This key function paves the road…
In the list of excuses that senior executives of Healthcare companies give for why they choose not to implement a Customer Success strategy and enable…
Enterprise companies are looking for ways to leverage rich customer data to accelerate growth within their existing customer base. As previewed during my Keynote at…
Two weeks ago on Friday night at 8:15 PM, I pulled into the parking lot at Palo Alto Medical Foundation Urgent Care near our house.…
A friend who is a salesperson at an enterprise SaaS company recently emailed me: “It’s the wild west here to get a customer reference. Nobody…
What does it mean to manage a recurring-revenue business? How should functions rally around the customer? What are operational best practices? What targets should you…
Allison Pickens is Chief Customer Officer at Gainsight. Thanks to many Gainsters for building the processes described in this post and contributing to the writing…
This post was co-authored by Allison Pickens. If you’re a Chief Revenue Officer, you wake up every morning thinking about how to grow faster. That…
״קאסטומר סאקסס? כאילו, הצלחת לקוחות? מה זה אומר? סיימת סטנפורד ועברת לעמק הסיליקון כדי ללכת לעבוד במוקד תמיכה?״, הייתה פחות או יותר התגובה הראשונה של…
Thinking About ROI and Technology As Gainsight’s Director of Customer Success Strategy, my core focus is helping prospects and customers document and clarify the business…
Business, as with much of life, moves like a pendulum—from one extreme to the other. I remember the 1990s and early 2000s with the emergence…
CSMs are busy people. They’re multi-tasking between emails, meetings, and all the things to keep their customers happy. Gainsight is the one-stop shop for all…
As the name of my blog implies, my life is a strange combination of geekiness about Customer Success and nerdiness about science. On the latter…
I’ve got something to tell you. And it might shock you if you’re not a SaaS business. For some context, I’ve met with hundreds and…
Falcon.io is an innovative all-in-one platform that helps companies ensure their customer experience across social media. Falcon’s software opens up a world of customer data…
If you’re a business leader, your job is all about making decisions. You constantly have to make choices—on people, on strategies, on priorities—let alone on…
