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The Secret of Low-Touch Customer Success One of the things that the SaaS model almost always leads to is a long tail of low-revenue, generally…

How to Optimize your Board, Staff, and Customer Success Meetings If you’re a VP in charge of retention or renewals/upsell, there are several meetings on…

On behalf of the entire cloud team at Bessemer Venture Partners, we are thrilled to be joining the team at Gainsight as investors!  Since the…

Customer Success Priorities: Customers, Experience, Product We covered the 7 Laws of Customer Success, but to give a little bit of context to those laws,…

The laws of physics are presumed to be immutable; bodies at rest tend to stay at rest and all that. Well, the laws of Customer…

Customer Health Scoring: Misunderstandings, Myths, & Truths Customer health scoring is such a hot topic (one we’ve covered several times before), and fundamental to success…

UPDATE: What your client’s executive team thinks of your product or service carries a lot of weight, and QBRs are the perfect time to show…

When we first planned the Pulse Conference back in 2013, nothing could have prepared us for the response from the community.  You see, other departments…

As you grow your Customer Success Management operation, you’ll find yourself seeing very distinct patterns in what – at first glance – appears to be…

There’s an abundance of data in every enterprise.  There always has been but today, it’s much easier to extract and move around.  One of the…

One of the realities of Customer Success that is certainly recognized by practitioners – but may be missed by most of the rest of the…

It is impossible to understand and engage your customers in a one-size-fits-all fashion if you have more than a handful of customers. You’ve probably been told…

When it comes to Customer Success, amazing things happen when you use – and I mean really use – your own product. Call it whatever…

When you create your customer journey map, outline the process your customers take to that first “Wow!” moment and eventually onto realizing value and achieving…

Earlier this week, Lincoln wrote a fantastic article that outlined the three most common methods for measuring CSM performance. If you adopt any of the three…

As with most jobs, there may be many different ways to measure the performance of a Customer Success Manager (CSM) It’s a complex job encompassing…

Customer Success is NOT about creating Happy Customers. While I agree generally with the thesis of this Harvard Business Review article correlating customer satisfaction with long-term…

Just like any job, it’s important to quickly and efficiently get Customer Success Managers (CSM) up and running. Subscription Economy companies like yours spend a…

At Gainsight we help Enterprise SaaS, Ad Tech, and other subscription businesses implement Customer Success strategies through our articles, presentations, and of course our Customer…

Calculating customer health – to show both customer satisfaction and loyalty – is a primary focus for Customer Success managers. A successful customer base is…

At PubMatic, our mission is to enable publishers to realize the full potential of their digital assets. Today, we are accomplishing this by providing a…

If you are young and just starting out in business, or just restarting your career in Customer Success, it’s a perfectly legitimate question to ask…

Why would you choose Customer Success as a career? Or even as a stopover in your career? Interesting question and one worth exploring. So, let’s…

It’s been a little over a month since 900+ leaders in Customer Success gathered in San Francisco for Pulse 2014. We’ve shared some of the…

Enterprise technology has historically been built to serve an IT buyer. If you’ve ever filled out an RFP, you would almost certainly have seen a…

There’s been a ton of conversation in the past several years about the technology buying power shift from the CIO to the CMO. The arguments…

We’ve spent a lot of time and energy in the past couple years helping to provide some insights and best practices into the practitioner side…

Once upon a time, in a world far away there was a CEO that wanted to share some child-like joy with the world! Weeks and…

Today is a special day for the Customer Success industry.  We announced that Gainsight has been named by Gartner a 2014 Cool Vendor for CRM…

In the previous post in this series on the Business Benefits of Customer Success Management (CSM), I talked about Preserving Revenue by improving customer retention…

In the previous post in this series on the Business Benefits of Customer Success Management (CSM), I talked about Revenue Expansion (up-sells, price increases, etc.)…

In the first part of this series on the Business Benefit Of Customer Success Management (CSM), I talked about who benefits from CSM and how…

Customer Success Management is good for business, and Forrester confirms this in their report “An Executive Primer to Customer Success Management.“ But what exactly is…

Customer Success is a massively-disruptive movement in the Subscription Economy for one very simple reason; Customer Success is good for business. Especially subscription businesses. Finally,…

Having personally helped hundreds of Software-as-a-Service (SaaS) companies scale their businesses over the last 5 years, I can say without a doubt that being truly…

As I read through the posts about the “Five Organization Models of Customer Success,” I noticed that the different models were categorized by a company’s…