Customer Success is a massively-disruptive movement in the Subscription Economy for one very simple reason; Customer Success is good for business. Especially subscription businesses. Finally, what we at Gainsight have known to be true, and what we’ve been sharing, promoting, and preaching – and, frankly, have built our own business around – has been validated
Having personally helped hundreds of Software-as-a-Service (SaaS) companies scale their businesses over the last 5 years, I can say without a doubt that being truly focused on Customer Success is the key to creating real business value in 2014 and going forward. I’ve witnessed first-hand how Customer Success is the new “vendor lock-in” – if
As I read through the posts about the “Five Organization Models of Customer Success,” I noticed that the different models were categorized by a company’s stages of growth, product complexity, or customer type. The question I kept asking myself was, how a Customer Success executive will know which model is right for them and when
Until this past month, the only safari that applied to my life was an alternative web browser that I would use when Chrome was giving me trouble. Today, I’m writing this entry from a game reserve in South Africa overlooking the Sand River in the middle of a two-week safari honeymoon. The days on safari
So, does Customer Success Need Real-time Data? The answer to that question is an emphatic “no”. This debate reminds me of one of my favorite sayings – “If your only tool is a hammer, every problem looks like a nail”. Customer Success requires information to be successful. Sometimes we use the word “data” interchangeably with
Some companies practice one type of Customer Success while many have multiple customer segments and align the appropriate Customer Success strategy to that customer segment. In the following blog, I will discuss the High Touch model. For businesses with high customer lifetime values, companies will often adopt a “high touch” approach to Customer Success. It
Hi everyone, I’m thrilled to have joined the Gainsight team to lead our Product Management and Analytics roadmap. Prior to Gainsight, I was at Facebook where I worked closely with our Customer Success teams, using predictive analytics to drive advertiser retention. Through this experience, I was exposed to the large market opportunity for Customer Success
We definitely live in a complex world. No argument there. But I think there are times when we over-complicate things. Customer Success is no different. It’s not simple to help customers get value out of our sophisticated products when they have 1000 other things to do, too. It’s no wonder we get paid so much
In my experience, one of the largest gaps between opportunity and reality in business today – especially from a Customer Success standpoint – is in the area of what and how to measure. In SaaS, where measurable data represents an embarrassment of riches, the gap can be even more significant. The ability to track and
There’s an awful lot of talk these days in the Customer Success community about tracking. Tracking activities. Tracking product usage. Tracking customer engagement. Tracking survey scores. Tracking, tracking, tracking. Not that there’s anything wrong with that. Customer Success is dependent on data, which obviously needs to be tracked, gathered, and turned into information. I don’t