A Simple Guide to Getting Started With Gainsight Essentials Image

A Simple Guide to Getting Started With Gainsight Essentials

Thursday, July 26, 2018 | 10:00 a.m. PT / 1:00 p.m. ET Are you thinking about implementing a Customer Success solution? Your mind’s probably spinning just thinking about the complexity involved: How do you integrate data from multiple systems and organizations? How do you get buy-in from stakeholders across teams? How do you deal with messy or convoluted data? How do you get adoption from your team members? Contrary to popular belief, you can solve those issues quickly and easily with the right tool and the right strategy. Gainsight Essentials is the simplest way to get up and running with the world’s most powerful Customer Success toolset. This webinar will give you a taste of what to expect during onboarding and beyond. Join Gainsight’s Director of Services, Peter Wride, and John Gleeson, Head of Enterprise & Mid-Market Customer Success at KeepTruckin, as they walk through the onboarding process and ROI of Gainsight Essentials. Can’t attend live? Register anyway and you’ll receive the recording after the event.

1449 registered
How to Define Your Customers’ Objectives and Consistently Deliver Image

How to Define Your Customers’ Objectives and Consistently Deliver

Thursday, August 23, 2018 | 11:00 a.m. PT / 2:00 p.m. ET Are your success plans more about ensuring a renewal rather than ensuring the customer is successful? In order for your customer to achieve their desired outcomes, your success planning process needs to be built from the outside in, not the inside out. Gainsight’s Success Planning Element contains the right processes, people, and tools to make sure you capture the right outcomes and create a purpose built plan to deliver success. GE Digital implemented the Element and has achieved incredible results. Join Christopher Eastman, Senior Staff Customer Success Manager at GE Digital, and Ashvin Vaidyanathan, VP of Customer Success, Operations, and Support at Gainsight, as they break down this framework. In this webinar, you’ll learn how to: Capture customer objectives Define success according to empirical metrics Consistently deliver against customers’ goals Demonstrate progress and prove value Can’t attend live? Register anyway and you’ll receive the recording after the event.

1453 registered

Stay up to date with Customer Success

The Benefits of PulseCheck 2018 Image

The Benefits of PulseCheck 2018

To watch PulseCheck 2018 or not to watch? That is the question. We make an average of 35,000 decisions per day. Blue jeans or black? Highway or side streets? Salad or stuffed crust pizza? These can end up putting a lot of pressure on you (and your poor brain). Fortunately, this flowchart will take one of those decisions off your plate and answer the burning question, “Should I watch PulseCheck 2018?” What is the benefit of PulseCheck? PulseCheck is Gainsight’s annual, free live-stream workshop that combines the hottest topics from Pulse with experienced industry practitioners to deliver tactical Customer Success best practices. This year we’ll be live streaming on August 7th at 9:00 a.m. (PT) and will have special replays for our friends in EMEA (9 August, 9:00 a.m. GMT +1) and APAC (14 August, 9:00 a.m. JST)! PulseCheck 2018 will pair experts from companies like Box, Sprinklr, Workday, and GE Digital with Gainsight’s own subject matter experts to put Customer Success under the microscope. They’ll zoom into subjects like The Elements of Customer Success, the newest way to build a customer journey, the evolution from reactive to predictive, and much, much more. It’ll be a day full of unbeatable […]

2 min readJuly 12, 2018
Settling for a “Good Enough” Customer Success Solution Will Cost You Image

Settling for a “Good Enough” Customer Success Solution Will Cost You

If you think you’re saving money by buying a “good enough” Customer Success solution, think again. Buying a Customer Success solution is a lot like buying art supplies. When you’re starting out, the $1 paints seems like a smarter choice than the $3 paints. You might think, “It’s cheaper and I’m new to this ‘art thing’—I don’t need to be using the same paints as the professionals because I’m just practicing…right?” It might seem logical at this point in your artistic journey, but you’ll soon find that the materials you invest in will strongly impact the final result. The same goes for CS software—while something may seem like a good enough option now, making the wrong tech decisions can cost you in the long-run. With literally thousands of software options out there, there’s a lot of legwork that goes into choosing the right one for your situation. Do you invest in a tool that will grow with you, or do you choose the option that’s cheaper but you’ll eventually outgrow? It can be easy to lean towards the latter—it costs less upfront, it’s experimental, it covers most of our needs—the list goes on. So, what’s the difference between a “good enough” solution […]

6 min readJuly 11, 2018
Messy Data? Join the Club Image

Messy Data? Join the Club

So you’ve been wanting to get serious about managing your customers and using data to drive insights and actions. But your data is a mess, right? Is that the end of the story? It better not be. Let’s get a couple of things out in the open: Everyone’s data is a mess We live in a data-driven world You can’t survive in Customer Success without quality data Sounds like an untenable position, doesn’t it? I’m going to argue here that it’s not. Customer Data Is the New Content Some of you may remember when content started to become a big thing. I remember it well because it coincided with the growth of the internet as a marketing vehicle, but more importantly, with my time at Marketo when Marketing Automation (MA) was all the rage. Content was required at every turn. Lots of it. Many people threw up their hands and said they didn’t have enough content nor did they have enough people to generate content. Guess what? The market did not care. The appetite for content was voracious, and those who figured out how to develop or curate it won and those who didn’t lost. It was as simple as […]

11 min readJuly 3, 2018
How to Automate Your Customer’s Lifecycle & Scale Results Using Tech Touch Image

How to Automate Your Customer’s Lifecycle & Scale Results Using Tech Touch

Wednesday, 25 July, 2018 | 2:00 p.m. GMT +1 As much as you may want to provide a white glove experience to every one of your customers, at some point you’ll be spreading yourself too thin. That’s where automation comes in. Customer Success at scale requires a level of digital engagement. We’ve created a best practice for driving adoption, retention, expansion, and advocacy through automated processes. We call it the Tech Touch Element. This webinar will feature Dan Steinman (GM of Gainsight EMEA), Easton Taylor (Head of Customer Success, EMEA at Gainsight), and Aude Eberlin (VP of Global Customer Success, Emerging Accounts at Brandwatch). They will cover how to: Use automation to proactively manage customer risk Deliver hybrid models that combine automation and in-person interactions Apply Tech Touch best practices to your CS processes And more! Can’t attend live? Register anyway and you’ll receive the recording after the event.

1444 registered
The 3 Essential Elements of a Modern Voice of Customer Program Image

The 3 Essential Elements of a Modern Voice of Customer Program

Thursday, July 19, 2018 | 10:00 a.m. PT / 1:00 p.m ET Almost every company is actively reaching out to customers to gather critical feedback. The signals and voices you receive from your client base can have a huge impact on your strategy and tactics. According to Gartner, 95% of B2B companies have a voice of customer mechanism. But only 35% take action on that feedback. So why is there such a huge gap between the companies that gather feedback and the companies that act on it? And that’s the beginning of the missed opportunities. Even fewer companies implement improvements and close the loop with customers. If your VoC program begins and ends with collecting feedback, you’re not just mitigating the benefits, you’re actively hurting yourself. Join Jessica Pfeifer, CCO of Wootric, and Tyler McNally, Director of Customer Success at Gainsight, as they breakdown the three integral parts of a best practices VoC program. Can’t attend live? Register anyway and you’ll receive the recording after the event.

1751 registered
The Right Financial Metric for Customer Success: Gross Retention or Net Retention? Image

The Right Financial Metric for Customer Success: Gross Retention or Net Retention?

“If you need more revenue, invest in Sales.” Why is that the default—some might say “kneejerk”—response to the basic question of how to make more money? One of the reasons Sales is such an obvious economic driver for companies is because its core Key Performance Indicator (KPI) is meaningful and well-defined: bookings. But for businesses implementing Customer Success, many struggle with defining the final financial KPI. While everyone agrees that leading health score indicators (e.g., adoption, maturity, satisfaction, etc.) are what you should action day-to-day, every Customer Success team needs to define the final “lagging” indicator to use with finance, executives, and the board. It shouldn’t surprise you that that metric is retention. But unlike in Sales, there’s debate over which retention metric to anchor upon: Gross Retention Rate (GRR) or Net Retention Rate (NRR). GRR takes into account churn, but doesn’t benefit from expansion—hence the max is 100%. NRR includes expansion, and therefore can (and probably should for most companies) be over 100%. Click here to get more details on calculating these numbers. Gross Retention vs. Net Retention So how do you choose between GRR and NRR as an anchor KPI for your post-sales/CS organization? I’ve thought about this […]

4 min readJuly 2, 2018
Press Release
App Annie’s Lorna Henri Recognized by Gainsight™ for Customer Success Excellence Image

App Annie’s Lorna Henri Recognized by Gainsight™ for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – June 28, 2018] –  Gainsight™, the Customer Success company, honored App Annie‘s Global Vice President of Customer Success and Support, Lorna Henri, with the Stellar Customer Success Leader Sally award. Henri was recognized for building and scaling a Customer Success organization from the ground up, and for her overall leadership style and cross-functional collaboration.   The award was given to Lorna Henri by Will Robins, Gainsight’s Director of Customer Marketing, onstage at Pulse, Gainsight’s annual conference for the Customer Success industry, which drew over 5,000 industry professionals to San Mateo, CA. “Customer success is a win-win for everyone, because helping our customers achieve their business goals helps us achieve our goals,” said Lorna Henri, App Annie’s Global VP of Customer Success and Support. “With Gainsight, we’re able to gather customer input to inform our product roadmap and launch features they love. I’m honored to receive this award for helping the App Annie team work cross-functionally to deliver Customer Success for the entire company.” “We congratulate and celebrate Lorna for maximizing her use of the Gainsight Customer Success platform,” said Nick Mehta, Chief […]

3 min readJune 28, 2018
Press Release
ServiceTitan Recognized by Gainsight™ for Customer Success Excellence Image

ServiceTitan Recognized by Gainsight™ for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – June 28, 2018]  – Gainsight™, the Customer Success company, honored ServiceTitan with the Sally award for Innovation excellence. The field service management software was recognized for delivering personalized experiences to customers which improved product adoption and increased their NPS by 28 points. The award was given to ServiceTitan by Will Robins, Gainsight’s Director of Customer Marketing, onstage at Gainsight’s annual conference for the Customer Success industry, called Pulse, which drew over 5,000 industry professionals to San Mateo, CA. “Our software is an end to end solution, and as such, it is extremely robust and requires more complex and defined metrics to measure usage than the traditional standards,” said Brittany Habel, Customer Advocacy Manager at ServiceTitan. “Through Gainsight’s reporting capabilities we were able to translate this data into tangible and actionable items for our CSM’s. These tools allowed our Success team to create tailored and targeted approaches to helping our customers succeed. “We congratulate and celebrate ServiceTitan for maximizing their use of the Gainsight Customer Success platform,” said Nick Mehta, Chief Executive Officer at Gainsight. “They’ve built a high-quality, integrated Customer Success program […]

3 min readJune 28, 2018
Your Customer Success Summer Reading List Image

Your Customer Success Summer Reading List

Just because summer break is a thing of the past doesn’t mean summer reading has to be! Summer is upon us in the States and this Customer Success Summer Reading List will keep you occupied whether you’re staying in, traveling to far off places, or lounging by the ocean. Read it all at once or savor it slowly like the first lemonade of the season. Reading not your thing? Binge-watch Customer Success best practices at PulseCheck 2018, our free virtual Customer Success workshop. Register today and watch two ways: Tune in on August 7th at 9:00 a.m. (PT) / 12:00 p.m. (ET) Watch the PulseCheck 2018 recap that will be sent to you after it airs Now, without further ado, let’s get educated and inspired by these Customer Success blog posts and books. The Customer Success Identity Crisis, by Arjun Devgan Has the hype about Customer Success peaked? Are we about to enter the trough of disillusionment? Get the answers to these questions and learn how to correctly align your strategies with today’s definition of Customer Success. Read it here. Essential Guide to Company-wide Customer Success If you read anything this summer, make it this guide to company-wide Customer Success. […]

4 min readJune 20, 2018