Russ Drury is the Director of Customer Success at Workfront, a cloud-based project management software company. He leads the Customer Experience organisation in EMEA, heading up the Professional Services implementation... read more →
As CEOs, our job is to maximize the upside while protecting the downside. Depending on the phase of our business, the mix between fear and greed can ebb and flow.... read more →
Over the last couple years as a growth equity investor, I had examined the budding Customer Success industry and heard about the vibrant Pulse community. But I’ll admit: I was... read more →
“If you can’t measure it, you can’t manage it.” -Peter Drucker “It’s all about the Benjamins, baby.” -Puff Daddy Whether you take your leadership lessons from Drucker or Diddy, you... read more →
Over the years I have worked with CROs, CCOs, and CMOs, partnering with the CFO to best figure out what our go-to-market budget will be so we can improve next... read more →
I was thinking about our latest product package, Gainsight for Voice of the Customer (VoC), and naturally, my thoughts immediately turned to quantum mechanics. And my question was this: Is... read more →
In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Jennifer Dearman (Vice President of Global Customer Success, Kronos) to understand the mechanics of delivering enterprise-level customer success.... read more →
Dan Steinman is the General Manager of Gainsight EMEA, and is based out of London, UK. He leads Gainsight's regional growth initiatives from the company’s regional headquarters located in London... read more →
Having interacted with several on-premise and hybrid on-premise/SaaS companies, I’m surprised at the number of times I’ve heard an executive at an on-premise company mention that Customer Success processes are... read more →
Have you ever gotten so many emails that you don’t even know where to begin to respond? Whether you’re an “Inbox (0)” or an “Inbox (13,678)” type of person, we... read more →