The Big Data proliferation today offers companies a great opportunity, but without the right lenses in place, more data just creates more problems. How can companies navigate prospect and customer data to find and keep their best customers? Gainsight joins forces with Radius in a not-to-miss webinar to answer this question. Find Your Best Customers Radius’s marketing
If you’re in Customer Success, I know you do it every week. I’ve been watching and I know you do. I also know that you dread it. I know because everyone dreads it. You can’t possibly have all the answers and the ones you do have may very well not satisfy your boss/CEO. It’s no
Is it really possible to have a fulfilling, long-term relationship with a software vendor? I’m here to claim that the answer is “yes”. You may think I’m biased because I work for a software vendor but I’ve also been on the purchasing side often enough to speak confidently from that perspective, too. I’m here to
In many ways, the relationship you have with an at-risk customer follows the same trajectory as dating. In the traditional sense of the word (read: not Tinder). Customer Success managers identify which customers need a little TLC and embark on recovering the relationship. The first place to look for problems is the onboarding phase. While
Recently Dan Steinman (CMO at Gainsight) wrote about the 3 myths about the indicators of churn when it comes to Customer Success. Dan discussed the myths of predicting churn- Myth #1: product usage, Myth #2: the need for finding leading indicators and Myth #3: if you have enough data/analytics, you’ll figure it out. My opinion
Customer Success Management solutions are all the rage these days, and so are myths about churn. The Venture Capital community loves them, all the experts are saying you need one if you run a recurring revenue business, and each vendor stands at the ready to explain why their solution is the best one. The one
We are in the SaaS business, so by definition “software-as-a-service” should imply the actual software is the only thing that matters when it comes to retention and driving customer lifetime value. Not exactly. Agreeing with Dan Steinman’s post, product adoption does not paint the complete picture of a customer’s health. There are a number of
Although I don’t believe that product adoption is the complete story of customer health, there’s no denying that it is a critical aspect. It is the primary factor in the success of your customers and the key driver of most Customer Success activities. It certainly deserves lots of attention and an intelligent discussion of what
Businesses that appreciate the value of repeat customers have always been interested in when, how and why their products are being used. In the SaaS world understanding how customers are doing, their adoption or health is not just a nice thing to know, it is a need to know. In a subscription business like ours,
How to score Customer Health is a subject near and dear to my heart and also critical to the long-term success of any Customer Success team. In fact, it’s really just an extrapolation of what you’ve all been doing for years by coding customers as red, yellow, or green. As you all know, that model