I'm often asked what the best ways are to test whether you are satisfying customers, but I think those questions are actually misaligned with what we really should be focusing on....
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One of my favorite Customer Success sayings is: "Not only is the customer not always right, they're almost always wrong." When Dan Steinman, Chief Customer Officer here at Gainsight, came...
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If you've ever had - or ever will have - turnover in your Customer Success Management organization, this article will help you improve the transition from one Customer Success Manager...
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When I talk about reducing churn through Customer Success Management, to really drive the point home I'll mention both Customer Retention and Renewal. This always raises a few eyebrows (which...
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I'm fortunate to have the great privilege to get to speak to lots of groups of Customer Success professionals. I'm brought in as the expert but, as often as not,...
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The CIO. Steve Jobs was adamant about not wanting to take Apple into the enterprise business because it would mean, "we would have to deal with 500 orifices called CIO's." I'd...
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As a die-hard Pittsburgh sports fan, I’ve learned to avoid the 617 area code Boston region in the months following their regular inevitable sports championship of one kind or another....
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Let me get something out of the way upfront. I am not a Patriots fan. Not. At. All. As a lifelong, diehard, many-screws-loose Pittsburgh Steelers football fan, I couldn't be...
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Even though SaaS company leaders commonly believe that well-trained customers would have high adoption rates, achieve better outcomes, and renew at higher rates, many of these same companies do not...
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Customer Success Marketing is a 2015 Priority As we kick off 2015, one of the areas that the Gainsight customer and extended community will be working on the most is...
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