In the previous post in this series, we explored the idea that in order to effectively understand customer as buyer behaviour, we need to treat the customer as hero. Most of our customers start their relationship with us as buyers. Once an organization decides to buy our product or service, things change. The individuals within
If you haven’t had a chance to read about our action-packed Q3 release, I strongly urge you to go through this blog post by Karl, our VP of Products. But if you have, I’m sure you are just as excited as we are about all the steps we are taking to help you manage your
It’s obvious that Support should be the natural best-friend to Customer Success. Support and Customer Success were made for friendship bracelets, passing notes in class, and going on double dates. With an integration between Gainsight and Zendesk, Inc.’s leading cloud-based customer service platform, you can be sure these two orgs will be BFFs for life.
The Parallel Value of the Opportunity Object to Sales I learned recently that what we now call Salesforce Automation (SFA) was originally called “Opportunity Management.” This makes sense — in my opinion, Opportunity is the most important and nuanced concept in SFA systems. The Opportunity object captures in software the quite abstract notion that “We
Allison Pickens is VP of Customer Success & Business Operations at Gainsight Why should you learn to build a financial model? You’re in Customer Success, not Finance. Think again. It’s critical for executives to understand the economics of their team. You need to be able to educate the Finance team about how to forecast key
Health Scoring is one of the central pillars to executing Customer Success for your company. But actually designing and implementing the right health scorecard under the scrutiny of your team and your VP can be daunting. To help you down this path, in this post we will outline the four technical ways to populate your
Allison Pickens is VP of Customer Success & Business Operations at Gainsight | Barr Moses leads Customer Success Operations at Gainsight 1 new strategic project per month 1 new process per week 1 new workflow improvement per day That’s how quickly our CSM team innovates. We’re constantly improving what we do. Here are some examples of
When it comes to developing the best customer success model possible, it’s important to start with the best customer success managers. These crucial members of your team are responsible for more than just your company’s relationship with the customer, they set the pace for your overall future with your customer and your future revenue opportunities.
Allison Pickens is VP of Customer Success & Business Operations at Gainsight “Risk.” “Avoiding churn.” “Early warning signs.” When your CSMs are talking about customers’ problems all day, it can take a toll on morale. Most CSM leaders want to make internal conversations more positive and celebrate all their achievements. Wouldn’t it be great if
Bessemer’s original ten laws were “The Ten Laws of Cloud Computing” in 2010. Based on the success of that publication, they commissioned “The Ten Laws of Customer Success” in 2015 to address the burgeoning popularity (and necessity) of Customer Success. Over the next few weeks, we’ll explore the new ten laws in some depth. The