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 not as relevant to them because they don’t have usage data. This couldn’t be farther from the truth, and some leading companies are already paving
Founded by former Marketo executives, Aptrinsic is fueling the next generation of product-led go-to-market strategies for SaaS companies. Aptrinsic is now Gainsight PX! Gainsight PX helps your team deliver superior product experiences while Gainsight’s customer success platform helps to ensure customers are receiving business value from the product. SAN MATEO, Calif. — July 12, 2017:
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 can all agree that it’s important to stay on top of your emails. The same can be said for Cockpit. Cockpit is the day-to-day workspace
Customer experience is hot—maybe not as hot as Phoenix was a few weeks back when it was literally too hot to fly, but it’s still pretty hot. At the core of customer experience are mechanisms to understand the customer’s point of view and an endgame that involves continual improvement based on their input. Various feedback
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