Allison Pickens is VP of Customer Success & Business Operations at Gainsight. Matt Lindeman is VP of Customer Success at Guidespark. When onboarding a new team member, it’s important to clarify your expectations for basic etiquette when working with customers. But this topic is often overlooked during new-hire training. I’m excited to co-write this blog

I’m waiting on the corner of Broadway and 12th in Oakland, California. Google says there’s some really great Indian food near the Tribune Tower. (There is! The naan is crazy-delicious.) I’m eavesdropping on two locals also waiting for the lights to change. “Do you know what’s going on at the Marriott?” “No, but did you

Post contributed by David Sroka, CEO of Point of Reference The PULSE 2016 event provided a real epiphany for me. I hadn’t realized just how far this function had come, although the reason it has makes perfect sense. As a newly minted technology partner, I came to learn how Customer Success professionals thought about customer

Geologists from Stanford University recently made an astounding discovery. Drilling core samples in Palo Alto, a thousand feet below Sand Hill Road, they discovered the fossils of an ancient civilization. Their excitement grew as excavation revealed a Neanderthal community with complex tools, written language, and a primitive subscription economy. A paleo-forensic team pieced together the

Geologists from Stanford University recently made an astounding discovery. Drilling core samples in Palo Alto, a thousand feet below Sand Hill Road, they discovered the fossils of an ancient civilization. Their excitement grew as excavation revealed a Neanderthal community with complex tools, written language, and a primitive subscription economy. A paleo-forensic team pieced together the

Geologists from Stanford University recently made an astounding discovery. Drilling core samples in Palo Alto, a thousand feet below Sand Hill Road, they discovered the fossils of an ancient civilization. Their excitement grew as excavation revealed a Neanderthal community with complex tools, written language, and a primitive subscription economy. A paleo-forensic team pieced together the

We’ve brought together an all-star lineup of customer experience thought leaders to provide insights at Opentalk 2016. Among them is Nick Mehta, Gainsight’s energetic, football-loving CEO. Talkdesk Senior Manager of Field Marketing, Leah Kahn, sat down with Nick to talk to him about everything… except customer experience and football. We thought we’d save the shoptalk

When was the last time you felt ‘activated’ by a product? This is going to sound silly at first, and like internal language couldn’t have a meaningful effect on the way we look at approaching customer success for SaaS companies, but I’m going to argue that it can. When you say that you need to

“Judge a man by his questions rather than his answers.” – Voltaire If you’re a CEO, you know that your entire company is looking to you for answers. You probably spend a good part of your day responding to emails asking, “what should I do next?” Or, “what’s the plan here?” As important as it

Allison Pickens leads Customer Success at Gainsight. Thank you to Sonam Dabholkar, who leads one of our CSM teams, for contributing to this blog post! Note to Gainsight Customers: This post contains links to Vault Assets you can import directly into Gainsight. We are maniacal about Customer Success at Gainsight. And we expect this to