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
Chris Beaven is a Senior Customer Success Manager at Gainsight People often ask us, what’s it like to be a CSM at Gainsight? What follows is the most in-depth view of “a week in the life of a Gainsight CSM” that we’ve ever created. Here’s how I spent my week! MONDAY Check Cockpit Every day
Ashvin Vaidyanathan and David Knox are Directors of Client Strategy at Gainsight and co-lead the Strategic customer segment At Gainsight, we’ve divided our customer base into three segments based on how Gainsight can address their needs and their potential value to Gainsight. You can read more about the segmentation on Allison Pickens’ blog post. It
A great deal has been written about how to hire CSMs, but CSM leaders continue to raise and debate the question. Here’s how we approach hiring at Gainsight. There are 4 principles that distinguish our approach: Hire process-oriented people Hire them, regardless of where they came from Test, don’t guess Hire ahead of schedule 1.
We are incredibly excited to announce our August 2015 product release and share how we anticipate it impacting the daily lives of CSMs and Account Managers alike. In this release we have focused on helping you build enduring customer relationships. Towards that end, there are three newly launched features in this release, Relationships, Success Plans,
Customer Success and Dreamforce go together like peanut butter and jelly. It’s no wonder when they come together, they make such an appetising opportunity. At Dreamforce 2015, customer success will be a major topic of discussion as industry leaders, executives and keynote speakers center on the issues of churn and retention. In order to optimize
by Michael Litt, Co-founder and CEO of Vidyard Best in class businesses bending over backwards to help customers become wildly successful is old news. It’s not a secret that to build a successful business, you need happy customers. Many happy customers. And the best businesses understand that the path to customer happiness starts with their
Recent studies have shown that failed onboarding and implementation are the biggest reasons for customer churn in the software business. It’s no surprise though; the time between the purchase of the solution and seeing first value is generally a period where the buyer is experiencing buyer’s remorse. This bout of remorse is not because your
Allison Pickens is VP of Customer Success & Business Operations at Gainsight The goal of our Customer Success team at Gainsight is to help you transform your CSM operation. Here’s our view of how that transformation happens: Note that a “process” is the critical unit in the transformation: it’s the solution for tackling a given