Blog

We’ve brought together an all-star lineup of customer experience thought leaders to provide insights at Opentalk 2016. Among them is Nick Mehta, Gainsight’s energetic, football-loving…

When was the last time you felt ‘activated’ by a product? This is going to sound silly at first, and like internal language couldn’t have…

“Judge a man by his questions rather than his answers.” – Voltaire If you’re a CEO, you know that your entire company is looking to…

Allison Pickens leads Customer Success at Gainsight. Thank you to Sonam Dabholkar, who leads one of our CSM teams, for contributing to this blog post!…

Geologists from Stanford University recently made an astounding discovery. Drilling core samples in Palo Alto, a thousand feet below Sand Hill Road, they discovered the…

Martine is the Chief Customer Officer of the branding automation SaaS vendor, Bynder. Prior to joining Bynder she spent over 15 years working with customers…

Geologists from Stanford University recently made an astounding discovery. Drilling core samples in Palo Alto, a thousand feet below Sand Hill Road, they discovered the…

Generally speaking, the workflow of a successful sales operation looks something like this: The Sales Development Representative (SDR) qualifies a lead and passes it to…

How amazing would it be if your customers were so happy with your product, they just went out and told everyone how great it is,…

This blog is the fifth of five based on anonymized discussions from CCO Summit 2016. Read the fourth here. If there’s only one takeaway from…

This blog is the fourth of five based on anonymized discussions from CCO Summit 2016. Read the third here. This might be a bit of…

Allison Pickens is VP of Customer Success & Business Operations at Gainsight Note to Gainsight Customers: This post contains links to Vault Assets you can…

Allison Pickens leads Customer Success at Gainsight. I’m excited to announce a new organizational structure for Customer Success at Gainsight. Our previous “post-sales” organizational structure…

In my previous post we dug into how technology companies – large and small, young and old – account for the costs of Customer Success.…

1. An incredible agenda featuring Functional Micro-conferences If you haven’t seen the agenda yet, you need to. We’re kicking it off on Monday, May 9…

This blog is the third of five based on anonymized discussions from CCO Summit 2016. Read the second here. Hiring a new CSM can feel…

This blog is the second of five based on anonymized discussions from CCO Summit 2016. Read the first here. One of the biggest factors that…

Tom is a highly-motivated and innovative success leader, managing the Adobe eSign Services’ International Client Success team in EMEA and APAC. Tom’s passion is seeking…

This blog is the first of five based on anonymized discussions from CCO Summit 2016. A SWOT analysis is a framework that companies and business…

  Allison Pickens is VP of Customer Success & Business Operations at Gainsight. The number-one question that keeps most VPs of Customer Success up at…

Allison Pickens is VP of Customer Success & Business Operations at Gainsight. Thanks to Kelly DeHart (Director of Customer Success) and other team members for…

Many of the tools and processes that Customer Success Managers (CSMs) use in their daily jobs are there to gain efficiency –and are designed to…

“With the shift to a SaaS model, the connection between your customer’s success and YOUR success is much more direct and felt much more quickly.”…

We have been debating this a lot internally here at Gainsight. In short, we were trying to figure out if the cost of a Customer…

Henry Ford famously said, “If I had asked people what they wanted, they would have said faster horses.” Ford’s sentiment highlights the risk of developing…

Angela is the VP of Customer Success at SaaS vendor Reevoo in London. Prior to Reevoo she spent over 15 years at Oracle Corporation, most…

Last year, I started sending “Tip of the Day” emails to my team. Sometimes I sent a Tip when I noticed a smart tactic that…

A year ago, we undertook the challenge to reimagine our reporting and analytical capabilities. We realized that Gainsight has an abundant wealth of data across…

The beginning of each new year invariably brings with it a lot of change. This change manifests itself personally via New Year’s resolutions (I write…

Now that we’re in the season of New Year’s Resolutions, you might be pondering a few questions: “Am I doing my job well?” “How do…

I lead Gainsight’s Product Marketing and Technology Partnerships team and it is our mission to be the experts on our customers and our market. We…

Over a decade and a half spent serving in account management and marketing strategy roles at b2b ad agencies, I’ve learned the art of successful…

Last week, we announced our all-new integration with leading customer success management solution Gainsight to create a 360 degree of the customer engagement lifecycle. As…

Allison Pickens is VP of Customer Success and Business Operations at Gainsight Note to Gainsight Customers: This post contains links to Vault Assets you can…

Companies that support open source software face stiff competition, with constant pressure on customer retention. As a result, Customer Success is a critical investment for…

Does your customer organization often feel they have little insight into the customer’s experience during onboarding or a services engagement? Do you need a better…