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 […]

2 sharesNovember 13, 2018
How to Onboard at Scale Without Sacrificing Personal Touch Image

How to Onboard at Scale Without Sacrificing Personal Touch

Tuesday, November 27 | 11:00 a.m. PT (2:00 p.m. ET) 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!

5167 registered

Stay up to date with Customer Success

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 […]

3 min readNovember 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. […]

5 min readNovember 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
Correlation vs. Causation in Customer Success Image

Correlation vs. Causation in Customer Success

I’m reading this fabulous book right now that is perfect for anyone making important decisions—The Book of Why. The author, Judea Pearl, subtitled the work as “The New Science of Cause and Effect,” and the “new” part is what caught my eye. In the introduction, Pearl shares how the distinction between causation and correlation—and the science underlying this difference—is relatively new in the human situation. And in my experience in business, the shades of gray between these categories are still lost on many people. Recognize any of these? “I can think of at least three customers that we lost because of this feature.” “Many of our best people worked at [company X] before…” “The top performing IPOs all have great cultures.” And of course, the supposedly causal relationship that’s so accepted it’s almost never discussed: “Our sales target is going up, so obviously we need to hire more reps!” This dialog reminds me of all of the spurious correlations we find in life—like: The divorce rate in Maine is highly connected to the per capita consumption of margarine. Total revenue generated by arcades links up directly with the number of Computer Science doctorates awarded in the US. And my favorite: The number of pool […]

8 min readOctober 31, 2018
3 Ways Churn Is Killing Your Growth Image

3 Ways Churn Is Killing Your Growth

It’s a dark, stormy night. You’re sitting at your computer. The lights flicker as you click open your reports and there you see it; the silent killer. Churn. Churn is what folks in the subscription economy community call the percentage of customers that leave after subscribing to your product. Churn is one of the most important metrics in a recurring revenue business. These types of businesses rely on customers renewing and expanding their contracts, so closely following churn can be a huge indicator of company health. Below is a simple way to calculate churn based on customers. For more on calculating churn, check out our Essential Guide to Churn. (Number of Customers Lost) ÷ (Original Number of Customers) In classic slasher films, the characters always seem to ignore the little signs of danger. That bump in the night? Probably just the wind. Dogs barking? They always do that. Then all of a sudden—BAM! Freddy Krueger or Jason or Michael Myers is on them like a kid on Halloween candy. Churn can seem like an innocuous part of running a business. You’re bound to lose some customers, right? But, neglect your churn rate for too long and it might be the […]

5 min readNovember 1, 2018
How to Gamify Customer Success Image

How to Gamify Customer Success

Gamification is one of the hottest topics in software for basically any vertical or use case. Everyone wants to achieve that snowball effect of engagement and growing depth of use between client and product. But it can be a dangerous game—there are probably more failed schemes than there are successful. Imprivata has figured out how to gamify Customer Success for its clients. Join Imprivata’s Worldwide Director of Customer Success, Roelf Kuitse, and Gainsight’s Director of Product Marketing, Ganesh Subramanian, as they explore a successful Customer Success gamification strategy and answer your questions on how you can do it at your company. In this webinar, you’ll learn: How to leverage data to create your strategy Best practice milestones to target How to incentivize your customers to engage And much more!

5383 registered
3 Keys to Improve Product Adoption and Cut Churn Image

3 Keys to Improve Product Adoption and Cut Churn

Product adoption is one of the few surefire leading indicators of churn. Whether you’re on the Product team or the Success team, it’s your job to improve adoption—or watch your customers leave. But when you have so many internal organizations jockeying for the client’s attention span and almost all your day-to-day interactions happening digitally—generating dozens of data streams, how do you respond to each client’s unique roadblocks with the product experience. And how do you do it at scale? There are three pain points to product adoption in SaaS and there are three key strategies to overcome them. Join Gainsight’s COO and CTO of Aptrinsic, Allison Pickens and Mickey Alon, as they reveal the keys to better product adoption. You’ll learn how to: Improve alignment between Product and CS teams Drive more effective engagements with your customers Collect and leverage the right data signals to get insights And much more!

4945 registered
All Your Aptrinsic Questions Answered Image

All Your Aptrinsic Questions Answered

We know you have questions about Gainsight’s acquisition of Aptrinsic. We tried to answer all the questions we anticipate will be common, but we’d love to field any specific inquiries you might have. If you don’t know who to contact, just email us at info@gainsight.com. First, why not take a look at this video—you can hear from both companies’ leadership in their own words why they made this decision and what it could mean for you. Strategy and Business Decision   1. What does Aptrinsic Software do? Aptrinsic is a product-led growth solution that delivers powerful analytics and in-product engagements used to increase adoption, retention, and expansion in B2B companies. The software enables digital products to increase trial conversions and accelerate return on product investments to help drive customer retention. With Aptrinsic, companies can implement effective product-led go-to-market strategies that increase product adoption and customer lifetime value. Aptrinsic provides product managers and marketers with tools to make informed decisions on what to build next, collect relevant feedback from the right customers, and guide prospects and customers to “a-ha!” moments. 2. Why did Gainsight acquire Aptrinsic? Customer Success leaders want better visibility into product adoption to influence the product roadmap and […]

6 min readNovember 6, 2018