6 Experts Share How They Use Customer Feedback to Build a Better Product Image

6 Experts Share How They Use Customer Feedback to Build a Better Product

There is no shortage of feedback these days. But what is everyone doing with it? When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. So we asked six experts the following questions to learn more about how they collect and prioritize customer feedback: What are some of the effective ways you collect feedback? How do you work with your customer-facing teams to gather feedback? How do you prioritize what feedback gets incorporated into the product roadmap? Read on to learn how these six product professionals listen and act on customer feedback. You’ll see that while each company’s process is unique, there are some common threads that tie them together. 6 Customer Feedback Processes from Product Management Experts Chris Chumley Chief Operating Officer | CampusLogic Q: What are some of the effective ways you collect feedback? A: We use several channels to collect feedback. All of our customers have the ability to submit feedback directly through a widget in our product. During onboarding, we teach customers how to use […]

2 sharesJanuary 21, 2020
10 Product Experience Articles to Add to Your 2020 Reading List Image

10 Product Experience Articles to Add to Your 2020 Reading List

The weather outside might be frightful, but looking back, 2019 was pretty delightful. We’ve released some amazing new Gainsight PX features, put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019. Top 10 Product Experience Blog Posts of 2019 1. Product Metrics Your Board Members Care About The role of the board is changing. It used to be that board members didn’t concern themselves with product experience, but now that the entirety of SaaS revolves around product, they’re beginning to take a more hands-on role. Gainsight CEO Nick Mehta sits down with Ajay Agarwal, Partner at Bain Capital Ventures, to discuss which KPIs should be the focus of your next board deck. “If you have a SaaS business where you can see exactly how your customers are using your product, there are a lot of metrics you might be tempted to add to your packet. The first step is to agree on what “good” means to your company and what KPIs are the best at representing that.” 2. The Beginner’s […]

37 sharesJanuary 23, 2020

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Top Customer Success Trends To Watch For In 2020 Image

Top Customer Success Trends To Watch For In 2020

On a recent webinar with one of our private equity partners, Gainsight CEO Nick Mehta shared an inspiring outlook on what’s to come in the year 2020 for customer success. The industry is constantly evolving and it’s important to stay ahead of the curve with new concepts and trends. This is a partial transcript of Nick and Gainsight’s vision of the future of customer success. It’s been lightly edited for clarity and length and includes slides from Nick’s presentation. Nick Mehta As we get ready to plan for the new year, there are five themes of customer success that I think should be top of mind for 2020. These are the things I think world-class customer success teams are doing in this new world. I’ll go from the top clockwise [image below] and I’m going to dive into each of these. So on the top, human first leadership, the idea is basically, although customer success as we’ll talk about is a lot about data analytics and renewals and things like that. At the end of the day, a lot of it is about the people in your company, your CSM [Customer Success Manager], the rest of your team building those […]

10 min readDecember 23, 2019
Zero To Hero in 45 Days With Gainsight for Product Managers Image

Zero To Hero in 45 Days With Gainsight for Product Managers

Thursday, January 23 | 11:00 a.m. PT (2:00 p.m. ET) When you think of implementing a new product experience and analytics tool, what’s the first feeling that comes to mind? Fear? Exhaustion? It doesn’t have to be a traumatizing experience! Join Gainsight PX customer, Igor Kranjcec (PMM at Infobip) and PX-pert, Link Black, (Technical Client Outcomes Manager at Gainsight) as they discuss the first 45 days implementing Gainsight PX. In this webinar we’ll take you from contract sign to first value, providing real-life examples and the ingredients for a successful implementation. In this webinar, you’ll walk away with: An overview of what to expect in your first 45 days with Gainsight How to overcome common onboarding and change management challenges An inside look at Infobip’s Gainsight PX instance and their onboarding experience

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The Efficiency Crisis In Customer Success Image

The Efficiency Crisis In Customer Success

It’s December. For us software people, that means it’s time for three things: Holiday fun Closing Q4 and… Microsoft Excel! Or Google Sheets. Or Pyspread (where my Python people at?). What I mean by that is it’s budgeting season! Who’s fired up? Anyone? Okay, go with me for a bit… Thousands of customer success leaders around the world are right now in “fun” discussions with their CFOs. They’re debating ratios, cost structures, and scaling models. They’re being asked—for the thousandth time, “How can you prove your team is having an impact?” (I’ve heard a rumor about some CFOs having “amnesia”—forgot where I heard it, though! 😜) Get 5 tips for winning budget from your C-Suite But most notably, CS leaders and CFOs are faced with an almost impossible challenge. How do they scale their businesses and continue to get the benefits of CSM without breaking the bank? Customer Success and the Rule of 40 This problem is particularly acute for companies trying to hit the “Rule of 40.” For those of you that don’t know, “rule of 40” is a financial concept in SaaS that’s all about balancing growth and profitability. Simplistically, the Rule of 40 is a calculation of […]

1 sharesDecember 19, 2019
It’s Not Just About Culture: Industrializing Customer Success Image

It’s Not Just About Culture: Industrializing Customer Success

As you may know, I meet a lot of customers. As such, I often find myself waiting in many tech company lobbies. I’ve done my fair share of Envoy lobby sign-ins (I think I’ve signed every NDA in the world!) and have even resorted to eating office mints for the nutritional value. When you sit in a company’s entrance, you get exposed to the business’ culture. You notice the little things like how the front desk people treat guests—and how the employees treat the front desk people. You get to see the face they show to world, and more explicitly, you often see the values of the company. I’ve seen values on plaques. I’ve seen values on TVs. I’ve even seen values on poker chips! And you know what? Nearly every company I’ve seen has a value around “customer centricity” or “customer obsession” or “the customer is #1.” If “customer success is all about culture,” and every company has a value around it, why do we still have such a long way to go in customer success? I don’t want to turn this into yet another cheap denunciation of hypocrisy in business—we all know business can be better. In this […]

5 min readDecember 18, 2019
Overcoming Customer Apathy with Relevant and Timely Interactions Image

Overcoming Customer Apathy with Relevant and Timely Interactions

Do you have a customer that has stopped responding to your emails, never picks up the phone, and generally pretends that you’re invisible? If you’ve dealt with an apathetic customer, you know just how challenging it can be to get through to them… and how rewarding when you finally get that “eureka!” moment. In this webinar, Adam Joseph, Gainsight’s Director of Customer Success in EMEA, will share his framework for overcoming customer apathy by focusing on timely and relevant customer interactions. What starts with choosing the right communication channel leads to capturing the optimal point of engagement. We’re running through some challenging scenarios to hear Adam’s advice. Aired: Thursday, 30 December | 3:00 PM GMT

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5 Strategies The Best Customer Success Orgs Are Rethinking For 2020 Image

5 Strategies The Best Customer Success Orgs Are Rethinking For 2020

I’m a huge fan of science fiction. A little bit different, but in the same wheelhouse is speculative fiction—and I love that word: speculative. Coming up on the end of the year, we’re in a period of time where CEOs and CS leaders are looking back to look forward. We’re “speculating” about what 2020 is going look like, and we’re imagining new worlds and new technologies. And hopefully, we’re picturing more of a Star Trek-style utopia than a post-apocalyptic, “Mad Max” vision of our futures. But we’re going one step further than Gene Roddenberry did with Star Trek or George Miller with Mad Max—we’re planning out how to realize our visions of the future. I recently read a sci-fi book that got me thinking about the “how” of that process. It’s called Seveneves, and I highly recommend it to any fellow sci-fi geeks, but I won’t spoil anything other than the very first sentence, which is one of the all-time great opening lines in any book: “The moon blew up suddenly and without warning.” As a narrative device, it’s a jumping off point for Neal Stephenson, the author, to start speculating (with great scientific rigor) on what would happen in […]

6 min readDecember 17, 2019
Zero To Hero In 45 Days With Gainsight For B2B Tech Companies Image

Zero To Hero In 45 Days With Gainsight For B2B Tech Companies

Most people think that upleveling their customer success organization will be a gigantic project that could take months to just get started. But that’s just not true! Tableau started seeing value from their customer success technology upgrade within 45 days. In this webinar, you’ll hear from Jenny Beazley, Senior Director of Worldwide Customer Solutions Programs and Operations at Tableau and Jessie Brainerd, Senior Solutions Architect at Gainsight. They’ll take you through the first 45 days of Tableau’s Gainsight journey to show you how you can start achieving results fast. In this webinar, you’ll get: A detailed examination of the challenges Tableau faced and solved by upgrading their technology. A blueprint for taking your team to the next level of scalability and efficiency. An inside look at the feature functionality and structure of Tableau’s Gainsight instance. And much more.

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Visibility and Value: How ReviewPro Upsells and Cross-Sells Using Gainsight Image

Visibility and Value: How ReviewPro Upsells and Cross-Sells Using Gainsight

If it’s the beginning of the month, quarter, or year, of course you’re thinking about your expansion quota. Although it’s likely a new term, were you panicking at the end of last term forecasting against your upsell quota? Few companies breeze through their upsell and cross-sell motions, but ReviewPro is one of them. In this detailed webinar, you’ll discover how ReviewPro introduced the Gainsight Customer Success solution to measure and manage customer health. At first, they wanted to provide visibility into the progress of every client and the amount of effort it took to fully implement a customer. Join Neil James, VP of Global Customer Success and Janire Rodriguez, Customer Success Team Leader, at ReviewPro as they discuss the strategies they used to drive revenue from the Customer Success team. They’ll be joined by Adam Joseph, Director of EMEA Customer Success at Gainsight. The primary focus of the webinar is to cover tactical ways ReviewPro built their best-in-class upsell and cross-sell program leveraging Gainsight. From internal competitions to tracking consultancy packs to a fully automated upsell campaign, you won’t want to miss this webinar!

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Driving Customer Experience Transformation Across The Customer Lifecycle Image

Driving Customer Experience Transformation Across The Customer Lifecycle

Your customers accept nothing less than a seamless customer experience. But for a company of Cisco’s scale, the logistics of delivering that require true innovation. That innovation happens at the nexus of human ingenuity and machine automation. Cisco is leveraging Gainsight and Salesforce together in a way that is unprecedented in business. They’ve created a 360-degree view of their customers across the lifecycle from Sales to Customer Success to Delivery, Support, and Renewals. They use personalized, actionable, and AI-driven insights to ensure complete consistency and total cohesion across all customer-facing functions. Join Cisco’s VP CX Digital Transformation & Technology Strategy, Karthik Chakkarapani, Gainsight’s CEO, Nick Mehta, and Gainsight’s VP Platform Products, Denise Stokowski, as they take a highly-detailed journey inside the systems and processes built in Gainsight and Salesforce that are powering Cisco’s customer-centric transformation.

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