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…
Have you ever been the forward scout for your team? There have been many famous ones written about in history. Joshua and Caleb scouting out…
No matter how confident we all are as business leaders, if you’re like me, you constantly wonder if you’re on the right track compared to…
Launch of Gainsight Success Plans and Relationships Helps Companies Execute High-Touch Customer Experience at Scale REDWOOD CITY, CA – September 11, 2015 – Gainsight™, the…
Series D Financing Round Led by Insight Venture Partners on News of Gainsight’s 3.5x YoY Growth REDWOOD CITY, CA – November 12, 2015 – Gainsight™,…
I’ve always been a pretty big music fan. When I’m at my desk at Gainsight (which these days is less often than my team would…
In the previous post in this series, we explored the idea that in order to effectively understand customer as buyer behaviour, we need to treat…
If you haven’t had a chance to read about our action-packed Q3 release, I strongly urge you to go through this blog post by Karl,…
It’s obvious that Support should be the natural best-friend to Customer Success. Support and Customer Success were made for friendship bracelets, passing notes in class,…
The Parallel Value of the Opportunity Object to Sales I learned recently that what we now call Salesforce Automation (SFA) was originally called “Opportunity Management.”…
Allison Pickens is VP of Customer Success & Business Operations at Gainsight Why should you learn to build a financial model? You’re in Customer Success,…
Health Scoring is one of the central pillars to executing Customer Success for your company. But actually designing and implementing the right health scorecard under…
Allison Pickens is VP of Customer Success & Business Operations at Gainsight | Barr Moses leads Customer Success Operations at Gainsight 1 new strategic project per…
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…
Allison Pickens is VP of Customer Success & Business Operations at Gainsight “Risk.” “Avoiding churn.” “Early warning signs.” When your CSMs are talking about customers’…
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…
Chris Beaven is a Senior Customer Success Manager at Gainsight People often ask us, what’s it like to be a CSM at Gainsight? What follows…
Ashvin Vaidyanathan and David Knox are Directors of Client Strategy at Gainsight and co-lead the Strategic customer segment At Gainsight, we’ve divided our customer base…
A great deal has been written about how to hire CSMs, but CSM leaders continue to raise and debate the question. Here’s how we approach…
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…
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…
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…
Recent studies have shown that failed onboarding and implementation are the biggest reasons for customer churn in the software business. It’s no surprise though; the…
Allison Pickens is VP of Customer Success & Business Operations at Gainsight The goal of our Customer Success team at Gainsight is to help you…
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…
Allison Pickens is VP of Customer Success & Business Operations at Gainsight Note to Gainsight Customers: This post contains links to Vault Assets you can…
This article was written by Lauren Olerich, Director of Customer Marketing and Nikka Mathur, Senior Manager, Customer Success at Gainsight “Customer Marketing is as nebulous…
Allison Pickens is VP of Customer Success & Business Operations at Gainsight I’ve previously written about how CSM leaders can take on cross-functional leadership roles.…
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…
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…
As part of an ongoing discussion about the evolving role of Customer Success Operations, we are posting the takeaways from a series of discussions we’ve…
When assessing the ROI of investing in a Customer Success solution, a couple key questions you should ask yourself are: 1) Who are the key…
Allison Pickens is VP of Customer Success & Business Operations at Gainsight In a previous post, I shared how we manage risk at Gainsight, using…
As part of an ongoing discussion about the evolving role of Customer Success Operations, we have the second installment from our very own Senior CS…
As part of an ongoing discussion about the evolving role of Customer Success Operations, we have a special guest blog post from our very own…
