The Changing Role of IT: A Better Way to Model Your Organization Image

The Changing Role of IT: A Better Way to Model Your Organization

It wouldn’t be a blog about Information Technology without posting this clip from “The IT Crowd,” but those of us actually in the IT business know that this hasn’t been the role of IT teams in modern companies for years now. It’s still funny, though! The fact that IT has become a lot more than tech support is old news, but you might not realize how much and how quickly the role is still changing. Gainsight was a fast-growing company when I got hired on as the CIO—and it’s growing even faster now! But when I started, there had been no central applications management function—each department was taking care of their own needs for several years and had at least one person doing applications maintenance (sometimes full-time). While this addressed the immediate needs of each group, we were starting to see problems arise due to uncoordinated activities across applications. This is nothing new in the IT world. Even larger, highly established companies face these challenges in the new world of SaaS, especially those undergoing a digital transformation. Today, any employee, team or department can spin up their own applications. As a result, a major part of IT’s responsibilities today is to coordinate […]

7 min readDecember 13, 2018
Customer Success Blog Posts and Webinars You Can’t Live Without Image

Customer Success Blog Posts and Webinars You Can’t Live Without

It’s been quite a year but we’re on the home stretch, folks. Before you say, “thank u, next” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018 ‘CSM & Product’ Is the New ‘Sales & Marketing’ You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Gainsight CEO, Nick Mehta, shares why it’s so important for Customer Success and Product to work together and how Gainsight’s acquisition of Aptrinsic, a product-led growth platform, will drive these initiatives. “In the Age of the Customer, CS teams have joined the ranks of Sales and Marketing in driving business growth by focusing on customer retention—more specifically, impact to net retention as a function of growth. However, for all of us who are building digital products and services, so many invaluable customer insights and personalized engagements are happening within the product itself.” Click here to read the blog. Gainsight Elements: The Science of Customer Success It’s not enough to be “nice” to your clients, you need to have the bravery to be prescriptive. Gainsight COO, Allison Pickens, explains why it’s so important that you […]

4 sharesDecember 10, 2018

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How to Go From Glorified Support to True Customer Success Image

How to Go From Glorified Support to True Customer Success

It’s a tale as old as time—well, as old as, like, 2009 maybe. Customer Success was the new business buzzword, except it wasn’t a passing fad. It was starting to gain real traction in companies like Salesforce and Workday. And a lot of CEOs were realizing they needed to get proactive about ensuring their customers’ success with their products and started investing in Customer Success Management. But especially in high-touch scenarios, that investment would creep in the actual application away from proactive, data-enriched CSM into just another layer of reactive support. And please don’t take that as denigrating support! Every organization on the planet needs an effective system to respond to product issues as they arise. That’s never going to change. But that’s not the mission of Customer Success. But it is the reality of too many post-sales organizations. CSMs slowly and then all at once get trapped into putting out fires, and before long you have redundant support teams. I think that’s one reason why a lot of CS pilot programs never fulfill the transformation that true Customer Success promises. You can read a few more here. But if you already have a CS team that’s gotten trapped into […]

5 min readDecember 6, 2018
How to Structure Your Renewal Management Process Image

How to Structure Your Renewal Management Process

Thursday, 20 December | 11:00 a.m. GMT (3:00 a.m. PT) Why do we “do” Customer Success? Because successful customers renew. It’s the ultimate business goal behind the broader movement, but it’s also the one aspect of Customer Success that often has the least-developed process. But why? Why is the core economic driver behind Customer Success oftentimes not a systematised process like health scoring and journey mapping? Whether it’s tracking upcoming renewals, forecasting renewal likelihood, risk escalation, or coordinating with Sales and Account Management, you need a best practices process. Join Gainsight’s VP Customer Success, Operations, & Support, Ashvin Vaidyanathan, and Chief Sales Officer, Bryan Hamblin, as they outline the most effective renewal management process based on 500+ Customer Success implementations. This webinar is based on the number-one session from Pulse Europe, and is being broadcast on U.K. time. In this webinar, you’ll learn how to: Forecast renewals accurately Structure your renewal playbook Collaborate across functions And much more!

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4 Steps to Instantly Improve Your Customer Experience Strategy Image

4 Steps to Instantly Improve Your Customer Experience Strategy

If you’re not building a customer-centric culture, you’re probably going out of business. Your customers’ day-to-day experiences with your company and your product set the tone for their entire relationship with you. Do a good job and that relationship will be long and profitable for both sides. Do a poor job and there are plenty of competitors lining up to take your place. But great customer experiences don’t happen by accident, and they don’t happen at scale if you don’t have a company-wide culture built around ensuring those experiences—and above all, ensuring your customers’ desired outcomes. There are four concrete actions you can take to improve your CX strategy and create that culture. Don’t miss this webinar presented by Gainsight’s Director of Product Marketing, Ganesh Subramanian, and FullStory’s Head of Hugging, Jaclyn Spangler, in which they’ll go into detail on these four steps and how you can implement them on your team. In this webinar, you’ll learn how to: Prioritize CX metrics at the company level Choreograph the right customer-facing teams Bring the voice of the customer into key decisions And much more!

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What Pulse Europe 2018 Taught Us About Customer Success in EMEA Image

What Pulse Europe 2018 Taught Us About Customer Success in EMEA

Cheers, mate! The fourth annual Pulse Europe has come and gone and we feel pretty full of doughnuts, ice cream, and Customer Success best practices. Thanks to everyone that joined us for these two days (three days if you attended Pulse Academy Live) of discovery and fun. In case you missed it, or just want to relive the magic, we’ve summed up some memorable moments and takeaways from Pulse Europe 2018. There were so many of them, it was challenging, but here goes! Like the universe, Customer Success is always expanding We were beyond stoked to have Professor Brian Cox speak at this year’s event. He shared the many ways we think about the creation of our universe and our place in it. While some of us were reminded how little we actually paid attention in science class, we were also reminded of how far Customer Success has gone on its journey in Europe. Just like the universe, Customer Success is constantly growing and everyone within it is trying to understand their place in the grand scheme of things. Customer Success was created by recurring revenue businesses with the need to retain customers—think of this as the industry’s “big bang.” Since […]

6 min readNovember 13, 2018
How to Onboard at Scale Without Sacrificing Personal Touch Image

How to Onboard at Scale Without Sacrificing Personal Touch

If you want to make more money, you need to get more customers. It’s a simple fact. But all those new customers need to be onboarded well so they adopt, expand, and ultimately renew. And that means you need to scale. You won’t be able to onboard customers at a one-to-one ratio—at least not for long. But for many companies—especially ones with complicated or comprehensive products—that means accepting that your onboarding quality will suffer; the only question is how much. Don’t accept that! You can scale up your onboarding process without being forced to give up personal touch. Gainsight’s VP Aptrinsic Marketing, Travis Kaufman, as he walks you through a tested system for growing your onboarding capabilities while still engaging with customers in a way that feels personal to them. In this webinar, you’ll learn how to: Guide your users to “a-ha” moments in your product Create “release experiences” to introduce new features Re-engage users to complete critical tasks And much more!

7279 registered
Gainsight Just Acquired Aptrinsic: Here’s What’s Next Image

Gainsight Just Acquired Aptrinsic: Here’s What’s Next

It’s been three weeks since we acquired Aptrinsic, and we’re just now getting our heads above the waves of conversations and opportunities that the announcement spurred. One question that surfaced a number of times: as a company that’s branded around Customer Success, what is Gainsight doing to preserve Aptrinsic’s high velocity and orientation towards Product? The question behind the question is: “The Aptrinsic product, team, and message resonates with me. Is that going to change now that they’re part of Gainsight?” No, it’s not. In fact, we chose Aptrinsic because their product, team, and message is something we want to amplify, not change. As we completed our due diligence on Aptrinsic, we were blown away by the quality of their team and product. It is a lean group of high achievers: Engineering and Product team members average over 10 years of relevant experience, carry deep domain knowledge, and have followed Mickey through multiple companies. Sales, Marketing, and Customer Success have found viral traction in just a year in-market. This is a team that’s kicking butt. We’re excited to double down on that. While Gainsight and Aptrinsic both see an opportunity for something greater by coming together, we’re keeping the teams […]

1 sharesNovember 12, 2018
Does NPS Correlate to Churn? Image

Does NPS Correlate to Churn?

Roses are red. Violets are blue. NPS is a leading indicator for retention—except it’s just not true. It’s often taken for granted (even among long-time Customer Experience (CX) professionals) that Net Promoter Score (NPS) survey results correlate positively to retention. Sure, it may not tell you why a customer is happy or not happy. It may not provide any prescriptive actions for you to take, but it’s valuable because it’s one of the few basic metrics that’s truly predictive of future behavior—the likelihood a customer will retain. But there are two main problems with that assumption: The NPS survey was never designed to predict churn The data does not support the idea of correlation to retention. You can find out a lot more about NPS here, but the basic premise of it is a single survey question that asks a customer to rate how likely it is they’ll recommend a given product or service to a friend or colleague on a scale of zero to 10. Nines and 10s are considered “promoters,” sevens and eights are “neutral,” and anything lower is a “detractor.” Take the percentage of promoters minus the percentage of detractors, and wham bam—you’ve got yourself an NPS score. […]

1 sharesNovember 8, 2018
How to Put the ‘Executive’ Back in Executive Business Review Image

How to Put the ‘Executive’ Back in Executive Business Review

If I had to make a list of the things that preoccupy my thoughts, I think Executive Business Reviews (EBRs) would probably come in fourth, behind my family, my company, and the Fermi Paradox. And I think that’s true for three main reasons: As someone who loves (and values) meeting clients, I attend several Gainsight-to-client EBRs each week. As the CEO of a company that buys software, I occasionally attend vendor EBRs presented to us. As someone who lives in the “Customer Success Movement,” I get asked about EBRs all the time. And so, as I was pondering the lack of evidence for intelligent alien life given the high number of Earth-like exoplanets alongside the strategic value of meeting with executive stakeholders at your clients, it hit me: EBRs have their own “Fermi Paradox.” In case you’re not familiar with the Fermi Paradox, in a nutshell it’s this: given what we know about the number of habitable planets in the universe, where are all the aliens? And in what I’m dubbing “the EBR Paradox,” given what we know about the value of EBRs to both clients and vendors, where are all the executives? Look around at the average EBR with your clients […]

6 min readNovember 5, 2018
How to Leverage the Voice of Your Customers in an Acquisition Image

How to Leverage the Voice of Your Customers in an Acquisition

I am proud to have been on the Mergers & Acquisitions (M&A) team that helped bring Aptrinsic to Gainsight. The acquisition serves a need that we heard loud and clear from the market, and aligns to my own tactical experiences helping to scale a Customer Success organization. I transitioned into an M&A role at Gainsight five months ago. Before that, I spent three years on our Business Operations team. I was a Swiss army knife: administering Gainsight, running our one-to-many program, and driving customer advocacy were just a few of the hats I wore. My very first project at Gainsight? Fix our usage data integration! My hands-on product experience was a valuable lens I could carry into M&A discussions. What I experienced: My three years in Business Operations were a crash course on how to scale CS. They sowed many seeds that helped me see why Aptrinsic was an essential addition to Gainsight. Every day, I would field questions… …from our CS Leader: Q: It’s important we scale our onboarding process. What are the blockers to being more automated? A: We haven’t successfully replaced hands-on trainings, because our users don’t stay engaged through long written guides. Many customers don’t open […]

6 min readNovember 1, 2018