How To Never Be Surprised By A Customer (Or Prospect) Again Image

How To Never Be Surprised By A Customer (Or Prospect) Again

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 of the Earth, you’re going to be left wondering what happened. If you’re a Customer Success Manager (CSM) responsible for a long-term account that has been nothing but successful and showing great customer health only to one day get an unexpected churn notice, you’re going to be left wondering what happened. Then you find out. The company was acquired, your champion left, a new executive was hired and wanted to go in a new direction, or any of a number of huge events that can seriously alter the relationship you’ve worked so hard to create. Wouldn’t it be great to know about these kinds of milestones before they manifest in the form of a lost deal or churn notice? Or on the flip side, wouldn’t it be great to know that the prospect you think would be a great fit for your product just raised […]

5 min readDecember 9, 2019
How To Launch A Customer Success Solution In A Startup—Fast Image

How To Launch A Customer Success Solution In A Startup—Fast

Thursday, January 9 | 11:00 a.m. PT (2:00 p.m. ET) Your customers’ natural tendency isn’t to renew—it’s to churn. And chances are they already know whether they’re going to churn this year. Do you know? You may think it’s too late to implement the people, processes, and technology that can avert churn, improve retention, turbocharge expansion, and transform your startup into a customer-centric company built to hit escape velocity. But it can be done—Leadspace made it happen, and so can you. Join Sherrod Patching, Chief Customer Officer of Leadspace, and Tyler McNally, RVP Customer Success at Gainsight, as they take you through the strategies they used to launch a CS solution, the lessons learned along the way, and a prescriptive process you can use to turn your company into the next Leadspace-style success story.

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Stay up to date with Gainsight

5 New Updates To Gainsight That Will Change The Game Image

5 New Updates To Gainsight That Will Change The Game

Thursday, December 19 | 11:00 a.m. PT (2:00 p.m. ET) This season, Gainsight is giving the gift of brand new features and enhancements. Our November and December releases are so packed with upgrades that we had to do a webinar to tell you about all this goodness. If you’re looking for a way to: Create a 100% comprehensive, seamless customer journey with both human and automated, email and in-app comms… Get notified the instant your customers go through important business changes… Drag and drop disparate data sources to create new, insightful and permanent datasets… Drill down into your machine learning-powered Likelihood-to-Renew score to find out what’s impacting it and how much… And more… This is the webinar for you! Sign up for this webinar to get the absolute latest insight into what presents are waiting under the customer success tree.

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Renewal Center Image

Renewal Center

Put an End to Revenue Leakage If you run a subscription business, you understand how critical revenue predictability is. Knowing which renewals are non-events versus which ones are at-risk helps you build highly accurate forecasts as well as allocate your team’s time optimally. Plus, having deep visibility into where and why you’re losing money every quarter helps you fix broken processes and close every dollar. Despite all of these benefits, however, gaining a high level of control over your renewals remains a challenge with current systems — and that’s why we built Renewal Center. Gainsight Renewal Center helps you deeply understand your renewals business and close every renewal on-time by: Using machine learning to predict which renewals are most likely to close Generating renewals forecasts and realtime reporting on progress against goals Visualizing the status of open renewals along with customer insights in one centralized dashboard Enabling analysis of revenue leakage, drilling down into at-risk renewals, and identifying gaps in data And much more

Essential Guide to Customer Success Management Image

Essential Guide to Customer Success Management

Introduction It’s a customer’s world right now. Gone are the days when there was only one product on the market. Now, everybody’s emerging on the subscription scene and it’s not enough to simply have an offering—instead, it’s critical to guide your customers to success or they’ll find someone who will. In fact, customer experience is actually anticipated to overtake both price and product as the key differentiator by 2020. This makes customer success more important than ever. Technology is advancing rapidly but try as it might, it still can’t replace a human touch. And while customer success might be a company-wide discipline, it’s customer success management professionals that are leading the charge. In fact, the field is growing so rapidly that customer success management positions have increased at an incredible rate of 176.54% year over year. And while these positions are most commonly found in the US, the trend is also growing globally. It’s clear that customer success management is going to have a significant impact on B2B in the coming years, but just what does that mean? Let’s take a look. Chapter 1 What is a Customer Success Manager? If your company’s product is a ship, CSMs are its […]

22 min read
Your Customer Success Silos Are Killing Your Customer Experience Image

Your Customer Success Silos Are Killing Your Customer Experience

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 the 30-minute Uber to get to the game, I planned to spend 29 minutes listening to podcasts and one minute getting my tickets. You know what happened next… 30 minutes in the car and a bunch of swearing to myself later, I still hadn’t figured out how to retrieve my tickets. On the plus side, I got really good at the “forgot my password” workflow. Eventually, after about 45 minutes, I figured it out and got into the game. But an interesting thing happened along the way. This ticket vendor had instrumented the heck out of its customer experience. Every time I logged in, I got the same “Welcome to [company name]” pop-up in the app. When I went to the website, I was greeted with another “welcome” guide each time. And completely unrelated, I got a feedback survey via email. And believe me, this company […]

10 min readDecember 5, 2019
The Evolution Of Customer Success Image

The Evolution Of Customer Success

When you think about customer success, the simplest possible unit you can reduce it to is one customer, one vendor. One product, one relationship. It’s almost like a single-celled organism. But as that organism evolves in complexity and sophistication, the people, process, and technology required to keep it optimized evolves in tandem. And likewise, since the advent of customer success, the strategies and tactics companies use have evolved as well. In this ebook, co-produced with WNDYR, you’ll read about those evolutions from a highly practical perspective: from start-up, to scale-up, to the enterprise, and beyond. You’ll also get inside looks at some of the most innovative customer success organizations in the world. Download this ebook today to learn: How to pilot a customer success practice in an early-stage or digital transformation company. How to take the next step in your company’s customer success evolution. How to implement best-practice workflows and processes in your CS operations. How companies like Samanage, HubSpot, Glassdoor, and others have up-leveled their CS organizations. And much more.

1 min read
10 Resources to Improve Your Customer Retention Strategy Image

10 Resources to Improve Your Customer Retention Strategy

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 the foundational aspects of customer retention and best practices to create a best-in-class customer retention strategy. What is Customer Retention? Customer retention refers to the strategies used to keep customers from spending their money elsewhere. When a customer leaves, it’s known as churn. A successful customer retention strategy will build symbiotic business relationships, drive brand equity, and encourage customer loyalty amongst your customer base. Benefits of a Customer Retention Strategy Customers can leave your company for many reasons—your biggest advocate left for another company, they didn’t get any value, they weren’t a good fit—the list goes on. A customer retention strategy does more than just keep customers from leaving. Good customer retention strategies: Proactively prevent churn Promote customer loyalty Create long-term, exponential growth Are more cost-effective than acquiring new customers Make you more appealing to investors Blog Posts: Boost Your Customer Retention Strategy What is […]

5 min readDecember 2, 2019
It Might Be Too Late To Save Your Biggest Customers Image

It Might Be Too Late To Save Your Biggest Customers

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 confidently that you can make it work some of the time. You can even find near-supernatural inspiration with a hard deadline staring you in the face. But when turkey day rolls around and you have no turkey, no tofurkey, no potatoes, no pie, and no hope, it’s too late. And the point I’m trying to make is that it’s already too late. Your 2020 Customer Success Strategy Most companies budget annually based on a fiscal year. Those budgets are broken down and adjusted quarterly—or in some cases programmatically. There are processes to revise, spend more, spend less, or reallocate funds as needed month-to-month or even week-to-week. But the bigger the adjustment, the harder it is to make. That’s why bigger programs are budgeted for annually based on long-term forecasts in service of a bigger overall strategy. It’s easy to get post-it notes on an ad hoc basis. It’s […]

5 min readNovember 27, 2019
The Secret Ingredient for a Successful Product Launch Image

The Secret Ingredient for a Successful Product Launch

Today is the big day. You and the rest of the product team are launching what is sure to be the next game-changer. You’ve done all the legwork leading up to the release to make it a success, so what could go wrong? Why Aren’t Customers Adopting Our Latest Release? Your colleagues in Marketing, Sales, and Customer Success (CS) are trained on the new release. The code is deployed and you’ve sent out email release notes to all of your customers. Now all that’s left is for you to patiently wait for users to start using your new capabilities so you can get feedback. Days go by, then weeks. Questions start coming in from your leadership on how the new release is going. Your dev team is looking at you for guidance on what changes need to be made but there’s nothing to share with them yet. The pressure is building and self-doubt creeps in. As a product manager for an enterprise software company, this scene is all too familiar. The truth is that everyone is busy! None of your customers wake up in the morning budgeting time to learn how to use your latest features. And that release note […]

3 sharesNovember 22, 2019
The Ultimate List of Product Management Resources: Books, Blogs, and More Image

The Ultimate List of Product Management Resources: Books, Blogs, and More

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. That’s a lot to keep up with. Let us introduce you to the mantra, “Stay thirsty my friends.” To you this may sound like the tagline of a famous beer commercial, but to us, it’s a core value that we live by every day. In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Bookmark this list and get through it bit by bit. It can seem daunting, but you of all people should know small rituals can lead to large results. So treat yourself to a book every quarter. Download three podcast episodes at the beginning of every week. Set a weekly time slot on your calendar to interact with your Slack community friends. Before you know it, you’ll have sped through this list! Want to get right to the good stuff? Books for Product Managers Blogs for Product Managers Slack Groups for Product Managers Podcasts for Product […]

12 min readNovember 21, 2019