This article was written by Lauren Olerich, Director of Customer Marketing and Nikka Mathur, Senior Manager, Customer Success at Gainsight “Customer Marketing is as nebulous as Customer Success. What is customer marketing? Is it about customers, or is it about the marketing? Is it about your customers’ success, or about driving new business?” — Nick
Allison Pickens is VP of Customer Success & Business Operations at Gainsight I’ve previously written about how CSM leaders can take on cross-functional leadership roles. Here’s another opportunity for cross-functional leadership: crystalizing your company’s segmentation strategy. CSM leaders are well positioned to coordinate this initiative, given their exposure to how different types of customers fare
About 10 years ago, I completed the Interactive and Direct Marketing Diploma with the @IDM, in London. Outside of the stress of a two day sit down exam, the course and the business cases we developed were filled with extremely valuable information. Although I now work in the Customer Success industry, I keep thinking of
If you ever attend a meetup of Customer Success professionals and want to heat-up the discussion, ask how low-touch (from a human-centric standpoint) differs from high-touch and where or if they can coexist within the same customer segment. Then sit back and enjoy the fireworks. This is a very contentious topic because it involves the
As part of an ongoing discussion about the evolving role of Customer Success Operations, we are posting the takeaways from a series of discussions we’ve had with industry participants in customer success. See here for our prior posts on the topic. Additionally, if you haven’t taken our survey on CS Ops please take the CS
When assessing the ROI of investing in a Customer Success solution, a couple key questions you should ask yourself are: 1) Who are the key stakeholders? 2) In what ways will this benefit them? Although these are simple questions, the answers aren’t always straightforward. When it comes to Customer Success, your goals should be to
Allison Pickens is VP of Customer Success & Business Operations at Gainsight In a previous post, I shared how we manage risk at Gainsight, using Scorecards and Calls to Action (CTAs) for each of 8 risk areas. Even after we implemented this risk framework on our team, CSMs wondered, “Who do I ask for help
As part of an ongoing discussion about the evolving role of Customer Success Operations, we have the second installment from our very own Senior CS Ops Manager, Barr Moses. Below, she takes us through the second half of her week at Gainsight. For part 1, please click here. Wednesday: Hi everyone! Last time we checked
As part of an ongoing discussion about the evolving role of Customer Success Operations, we have a special guest blog post from our very own Senior CS Ops Manager, Barr Moses. Below, she takes us through a week in her life here at Gainsight. Hi everyone! Barr here, following a week in my life as
Allison Pickens is VP of Customer Success & Business Operations at Gainsight “My CSMs are overworked.” “They spend a ton of time on repetitive activities, but we’re not sure how to automate those.” “We want to email segments of our customers, but we can’t get access to the email automation system because Marketing manages it.”