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, here are the three key priorities for Customer Success Management (CSM) organizations. This list is to help you understand the higher order issues at play and the highest and best
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 Success may not rise to the level of immutability, but if you take them for what they are – directionally accurate and, in many cases, irrefutable – these laws will
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 in our recurring revenue and subscription world, that I thought I’d try to shine some light into the dark corners of confusion I’ve been seeing and hearing on this subject
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 exactly how big of an impact you’ve had on their business. Learn how to get your client’s executive team at your next QBR in this blog post, 5 Ways to
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 within a business have their own traditions. Sales has Dreamforce or the annual President’s Club trip for high-achieving reps. Marketing has the Marketo Summit, countless meet-ups, and even national organizations
As you grow your Customer Success Management operation, you’ll find yourself seeing very distinct patterns in what – at first glance – appears to be an endless variety of situations with your customers. When you and your Customer Success Managers (CSMs) are feeling that sense of déjà vu and you hear yourself saying “I’ve been
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 results of this is that most organizations are becoming more and more data-driven. Take Marketing for example. 10 years ago Marketing was perhaps the least measurable organization in the enterprise.
One of the realities of Customer Success that is certainly recognized by practitioners – but may be missed by most of the rest of the organization – is that it actually contains all the other customer-facing functions within it (a topic touched on previously). A complete Customer Success operation would ideally contain elements of Strategy,
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 – or told others – something like this: “Here are your 150 customers, now go understand them and get engaged.” Yikes! Okay, so I’ve done this a thousand times and
When it comes to Customer Success, amazing things happen when you use – and I mean really use – your own product. Call it whatever you like – “eating your own dogfood”, “drinking your own champagne”, whatever. A rose by any other name would smell as sweet. At Gainsight, we live this to the fullest.