At Pulse 2016, SaaStr’s Customer Success for Start-ups track was one of the most popular series of sessions in the entire conference. This is a transcript of a really valuable panel featuring Jason Lemkin (SaaStr), Nakul Mandan (Lightspeed Venture Partners), Blaire Fernandez (Talkdesk), and Jennifer Bantelman (Zapproved). Jason: Okay, this is a fun one. It’ll

At Pulse 2016, SaaStr’s Customer Success for Start-ups track was one of the most popular series of sessions in the entire conference. This is a transcript of a really valuable panel featuring Jason Lemkin (SaaStr), Matt Garratt (Salesforce Ventures), Cliff Cate (ToutApp), and Joe Loveless (PowerDMS). Jason: All right. Good afternoon, everybody. I think we’ve

TCV General Partner Dave Yuan is an old friend and colleague. We actually first met in college, but over the years I’ve turned to him for insight and advice. When we reconnected last week I was particularly struck by his perspective on private equity investments and got his permission to share our conversation. Nick: How

There’s a Cubone on my desk. If you’re sick to death of hearing about Pokémon, skip to the first subhead below. From then on it’s all enterprise tech shop talk. But if you can stand to hear a bit more, I promise this story ties into NPS. Anyway, yes, I’m playing Pokémon Go at work

At Pulse 2016, SaaStr’s Customer Success for Start-ups track was one of the most popular series of sessions in the entire conference. This is a transcript of a really valuable panel featuring Jason Lemkin, Christina Shen, Adam Strong, and April Oman. Jason: I’m super excited about this next session. We’ve got a rock star group

Foreword By Dan Gamito After working with dozens of hyper-growth SaaS businesses, we’ve seen some fascinating patterns emerge. One of the patterns is that most Customer Success platform implementations take way longer than expected. When a team gets to the point where they need a dedicated Customer Success platform like Gainsight, they’ve probably long since

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

I am excited to announce Gainsight’s latest product release that brings a fresh new user interface to our customers, makes Customer Success more personal with integrated video communication, and elevates our in-product best practices library with important new capabilities. Modern, Streamlined User Interface: As Gainsight’s product has grown over the last couple years our design

Thanks to Marvel Studios and their prolific use of post credits scenes (spoiler alert don’t click the link if you are not up to date with the Marvel Cinematic Universe), my wife and I now sit through the entire credits of any of their movies. One of the things that I noticed is how directors,

Let’s get this out of the way at the very beginning: I don’t have a lot of credibility when it comes to Customer Success, or enterprise software, or the SaaS industry. I’m a copywriter. When I started this gig in February, I had four years of writing consumer tech articles, a couple dozen album reviews,