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…
(The reports below are real but the data is blurred to protect the innocent…) If you haven’t heard yet, we recently raised $50 trillionbillionmillion in…
Note to Gainsight Customers: This post contains links to Vault Assets you can import directly into Gainsight. During our Pulse Europe conference, I moderated a…
Allison Pickens is VP of Customer Success & Business Operations at Gainsight Last week, I talked about how other departments can work more closely with…
Note to Gainsight Customers: This post contains links to Vault Assets you can import directly into Gainsight. How to manage renewals and expansion is one…
Gainsight (and any good Customer Success tool) claims to help you end your days of customer fire-drills and replace them with sunny days of skipping…
Customer Success Managers (CSMs) and Account Managers need to know everything about their customers that there is to know– in real time and all the…
Tracey Bozzelli is the Director of Competitive initiatives at Blackbaud. Blackbaud, a $2 billion software and service organization, is a world-class supplier of software tools,…
You are a sales rep working for an innovative organization with a great product. You’ve just been involved in pitching an opportunity to new prospect.…
Modern businesses rely on a vastly different methodology for creating revenue than their past counterparts. While the basic tenets of acquiring new customers, perfecting product…
Do you ever feel that you need to do more in less time? With the recent growth of Customer Success, this pressure for efficiency is…
Have you ever called a customer and been asked a question that caught you off guard? Has any customer issue or opportunity surprised you recently?…
In customer success, we often hear the words: “retention, upsell, churn, renew, etc”. Some of these are opportunities, while others areas risks, but all of…
When you read the stories of the great entrepreneurs – Jobs, Musk, Edison, Ford and others, there is frequently a common theme. These people got…
