This post was co-authored by Ganesh Subramanian. If customers come to you with their problems already crystallized and request your tool, you may have a giant problem. Sound counterintuitive? Tool vendors are being disrupted by solutions providers. Vendors who help customers identify and prioritize their biggest challenges ultimately get the chance to solve them with
In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Byron Deeter (Partner, Bessemer Venture Partners) to get his thoughts on the rise of Customer Success over the years and what it means for the future of business. Byron Deeter is one of the most well-known faces in venture capital, having led numerous
What’s the best Customer Success software? Obviously that’s an impossible question to answer. What’s the best software for you might be more appropriate. Every platform has strengths, weakness, and gaps—the trick is finding out which one meets your unique needs. At Gainsight, we’re really proud of our offering, but we understand it’s not for every company.
The rise of the recurring revenue model over the past decade has made the rise of the Customer Success industry inevitable. Now more than ever, business leaders need to understand how to transform their companies around Customer Success at an organizational, transactional, and—most importantly—fundamental level. To give a voice to this new, disruptive movement, Gainsight
It’s easy to get caught up in the day-to-day buzz of Customer Success. Within the span of an hour your team might be watching the support channel, coordinating a training session, preparing for a renewal or celebrating a rising health score—all for the same account! It’s often in this energy that even the most thoughtful
This post was co-authored by Carissa Aiello. In the keynote for our annual Pulse conference in May, we spoke about the Customer Success Network. One of the 6 trends in that Network was the spread of Customer Success practices to “real” industries. The Internet of Things is propelling that evolution. Our friends at PTC are
Silicon Valley versus Wall Street. Warriors versus Cavs. Tupac versus Biggie. The West Coast versus East Coast rivalry has a long and storied history—and I’m definitely caught in the middle! I have deep roots on both coasts. As such, I was excited to lead our ‘CCO Connect’ forum back in my old college town of
“Ownership” is one of the most overused terms in modern work; it shows up in the business buzzword dictionary right next to “synergy” and “taking things offline.” In a typical large company, you can find at least a dozen people that “own” hot initiatives like “the cloud” or “our artificial intelligence strategy.” Strangely, when things
Over the past few months, the interest we’ve seen from customers and prospects about Customer Marketing has been overwhelming. This key function paves the road for your customers to grow and accelerate new revenue for your business. In April, we blogged about why we moved Customer Marketing into Customer Success and our approach in the
In the list of excuses that senior executives of Healthcare companies give for why they choose not to implement a Customer Success strategy and enable it with technology, number one is the age-old excuse: “But I don’t have any access to my patient’s data!” Unfortunately for that way of thinking, innovation in the Healthcare IT