On a recent webinar with one of our private equity partners, Gainsight CEO Nick Mehta shared an inspiring outlook on what’s to come in the year 2020 for customer success. The industry is constantly evolving and it’s important to stay ahead of the curve with new concepts and trends. This is a partial transcript of Nick and Gainsight’s vision of the future of customer success. It’s been lightly edited for clarity and length and includes slides from Nick’s presentation.
As we get ready to plan for the new year, there are five themes of customer success that I think should be top of mind for 2020. These are the things I think world-class customer success teams are doing in this new world. I’ll go from the top clockwise [image below] and I’m going to dive into each of these. So on the top, human first leadership, the idea is basically, although customer success as we’ll talk about is a lot about data analytics and renewals and things like that.