Blog

The power of a customer’s own words to describe and share their experience with your company can not be undervalued. Today, Gainsight and Boulder Logic…

The business of buying and selling information is booming. In this competitive and rapidly growing industry, how can companies set themselves apart from the competition, while…

Allison Pickens is VP of Customer Success & Business Operations at Gainsight. Last week, I wrote about how Customer Success can play a critical role…

On August 4th, we’re hosting the Pulse Online Career Fair. It’s is a great opportunity for you to chat one-on-one with representatives from 20+ companies…

Allison Pickens is VP of Customer Success & Business Operations at Gainsight At the Chief Customer Officer Summit that we hosted several months ago, one…

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

Before we get started, if you’re an NPS purist, you need to know that I’m going to violate norms you hold near and dear in…

Since Customer Success Management isn’t just about reducing churn by retaining customers, but also growing their use of your product over time, I often talk…

We were planning last year’s (inaugural) PulseCheck virtual workshop on the heels of World Cup 2014 fever. Companies across the globe carried on with business…

I have to admit, I’ve had my fair share of career crushes throughout my professional life. When I dreamed of becoming an investment banker, Michael…

I had the opportunity to sit down with Neil Jain of Waterstone Management Group and ask him about the challenges and opportunities in bringing Customer Success…

Allison introduced this framework for managing risks at Gainsight’s annual Pulse conference earlier this month. We’re making it available to the community for the first…

The hardware ecosystem is complex in many ways. Thousands of companies build and assemble hardware components to support networking, communications, storage, data management, electronics, and…

Salesforce just announced that they have passed 3 million app installs from the AppExchange, the world’s largest marketplace of business applications. Congratulations – an impressive…

Customer Success is the new trend worldwide and many SaaS and non-SaaS companies are now discovering the challenge of global expansion. This is brand new…

Customer success managers and leaders: Do any of these statements sound familiar to you? “The customer was upset during our kick-off because we asked them…

Everyone in the Customer Success world is primarily focused on – in one form or another – monitoring and managing Customer Health. This is the…

In the Customer Success world, the idea of handing-off a customer from one group to another is a big deal. Whether it’s from Sales to…

Customer Success is not just an organization, but is really a philosophy and requires the whole company to be behind it. If that isn’t true,…

I get asked all the time how you will know if your Customer Success initiative is, well, successful. First, you have to focus on your…

For many companies, implementing “customer success” processes and capabilities is a relatively new concept. SaaS companies have been the early adopters of institutionalizing customer success…

I’m often asked what the best ways are to test whether you are satisfying customers, but I think those questions are actually misaligned with what we…

One of my favorite Customer Success sayings is: “Not only is the customer not always right, they’re almost always wrong.” When Dan Steinman, Chief Customer…

If you’ve ever had – or ever will have – turnover in your Customer Success Management organization, this article will help you improve the transition…

When I talk about reducing churn through Customer Success Management, to really drive the point home I’ll mention both Customer Retention and Renewal. This always…

I’m fortunate to have the great privilege to get to speak to lots of groups of Customer Success professionals. I’m brought in as the expert…

The CIO. Steve Jobs was adamant about not wanting to take Apple into the enterprise business because it would mean, “we would have to deal with…

As a die-hard Pittsburgh sports fan, I’ve learned to avoid the 617 area code Boston region in the months following their regular inevitable sports championship…

Last Thursday was the first (of many, I hope) SaaStr Annual conference in San Francisco and it was awesome! From the venue, to the “between…

One of our core values at Gainsight is Success For All – we believe that success for our stakeholders—whether our customers, teammates, or shareholders—comes with…

Let me get something out of the way upfront. I am not a Patriots fan. Not. At. All. As a lifelong, diehard, many-screws-loose Pittsburgh Steelers…

Even though SaaS company leaders commonly believe that well-trained customers would have high adoption rates, achieve better outcomes, and renew at higher rates, many of…

Customer Success Marketing is a 2015 Priority As we kick off 2015, one of the areas that the Gainsight customer and extended community will be…

I joined Gainsight over a year ago (wow, time flies). From the get-go, I was super impressed with what the product was able to, especially…

How to Determine the Best Customer Success Manager (CSM) Ratio When planning a Customer Success Management organization, or just trying to prepare your budget for…

Customer Success: Who Owns Upsell and Renewal? When it comes to Customer Success Management, the question of “Who owns Upsell and Renewal?” comes up quite…