On a recent webinar with one of our private equity partners, Gainsight CEO Nick Mehta shared an inspiring outlook on what’s to come in the year 2020 for customer success. The industry is constantly evolving and it’s important to stay ahead of the curve with new concepts and trends. This is a partial transcript of
It’s December. For us software people, that means it’s time for three things: Holiday fun Closing Q4 and… Microsoft Excel! Or Google Sheets. Or Pyspread (where my Python people at?). What I mean by that is it’s budgeting season! Who’s fired up? Anyone? Okay, go with me for a bit… Thousands of customer success leaders
As you may know, I meet a lot of customers. As such, I often find myself waiting in many tech company lobbies. I’ve done my fair share of Envoy lobby sign-ins (I think I’ve signed every NDA in the world!) and have even resorted to eating office mints for the nutritional value. When you sit
I’m a huge fan of science fiction. A little bit different, but in the same wheelhouse is speculative fiction—and I love that word: speculative. Coming up on the end of the year, we’re in a period of time where CEOs and CS leaders are looking back to look forward. We’re “speculating” about what 2020 is
We had a big board meeting this quarter where we not only covered the past quarter’s “state of the union” and metrics, but also plans for the next year. In the spirit of drinking my own champagne (I prefer champagne to Kool-Aid any day!), I wanted to leverage my instance of Gainsight to prepare the
Customer churn. It’s on everybody’s mind. Studies show that customer churn is costing U.S. businesses $136 billion a year. Even though you might not be aware of it, customer churn could be working its way through your business right this very second, just like a virus. Luckily, there are ways to predict and prevent customer
At times it can feel like Sales and Post-Sales teams have nothing in common. But there’s one thing that both sides of the house can always agree on: they hate surprises. If you’re a Sales rep that has been working to sell a prospect for six months only for them to vanish off the face
I recently had a fun/not-fun experience with one of the big event ticketing companies. Love them or hate them (hi, Taylor Swift), you kind of have to use this sort of company for most sporting events. I was going to a football game with a friend, and my buddy shared my ticket with me. In
Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Cultivating a high retention rate will set you up for long-term success. Here are 10 articles and webinars that focus on
It’s Thanksgiving tomorrow in the U.S., and if you haven’t gotten your supplies and ingredients together, you’re not quite totally screwed, but at best you’ll be in trouble at the grocery store tonight. There are thresholds for these things, and they have varying degrees of flexibility built in. As an expert on procrastination, I can say