How to Align Product and Customer Success for Better Customer Engagement, Satisfaction, and Retention Image

How to Align Product and Customer Success for Better Customer Engagement, Satisfaction, and Retention

Wednesday, July 11, 2018 | 10:00 a.m. PT / 1:00 p.m ET A lot of ink and energy is spent discussing Marketing and Sales alignment—and with good reason. For most businesses, successful go-to-market depends on aligned execution between Marketing and Sales teams. But what about the actual product you’re taking to market? Successful products rely on a much less discussed—but no less critical—alignment between Product and Customer Success teams. Product and CS alignment is a missed opportunity for many companies to better understand and improve their customer experience. Join Denise Stokowski (VP Solutions – Product Management and Security, Gainsight) and Dan Demas (VP of Customer Success, Pendo) for an interactive discussion around a new alignment model for Product and CS teams. In this webinar, you’ll learn: Best practices for increased cross-team engagement Shared metrics for customer engagement and satisfaction Integrating toolsets for better customer data and 1:many outreach And much more Can’t attend live? Register anyway and you’ll receive the recording after the event.

1338 registered
Press Release
Code42 Recognized by Gainsight™ for Customer Success Excellence Image

Code42 Recognized by Gainsight™ for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – June 19, 2018] –  Gainsight™, the Customer Success company, honored Code42 with the Stellar Customer Success Manager (CSM) Sally award at Pulse 2018, Gainsight’s annual conference for the Customer Success industry, which drew over 5,000 industry professionals to San Mateo, California. The award was presented to Code42’s Customer Success Manager, CJ Erickson, by Will Robins, Gainsight’s director of customer marketing. Erickson received the award on behalf of Code42 for his excellence in onboarding and training Code42 teammates using the Gainsight platform and being an active member of the customer success community.   “On behalf of Code42, I am truly honored to accept this award,” said Erickson. “This would not be possible without the amazing team both at Code42 and Gainsight. By using a tool like Gainsight, Code42 and our customers are able to forge even more successful partnerships.” “We congratulate and celebrate Code42 for maximizing its use of the Gainsight Customer Success platform,” said Nick Mehta, chief executive officer at Gainsight. “The company has built a high-quality, integrated customer success program that’s delivering meaningful impact to Code42’s operations. We are thrilled to […]

3 min readJune 19, 2018

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How to Scale Your Engagements and Boost Your CSM Ratio Using Tech Touch Image

How to Scale Your Engagements and Boost Your CSM Ratio Using Tech Touch

Tuesday, July 31 | 11:00 a.m. PT / 2:00 p.m. ET Whether you’re scaling your Customer Success operations to accommodate a larger customer base, or to save on CSM headcount, you need technology. Dell Boomi was in hyper-growth mode. Their portfolio was doubling every year and they needed a way to engage with all of their long-tail customers without sacrificing the human element that’s so key in customer relationships. They turned to Gainsight’s Tech Touch Element to efficiently manage customers across their lifecycle. Along the way, they learned a lot of valuable lessons that they’ll share with you. In this webinar, Bill Davis (Senior Manager Success Operations, Dell Boomi) and Tyler McNally (Director of Customer Success—MM + SMB, Gainsight) will cover: How automation can drive onboarding, adoption, risk management, and more How to create a tech touch strategy (without getting overwhelmed) Best practices to ensure success And much more Can’t attend live? Register anyway and you’ll receive the recording after the event.

1386 registered
6 Ways Customer Success Is Showing up in Non-Tech Companies Image

6 Ways Customer Success Is Showing up in Non-Tech Companies

You’ve probably heard this one before: A Customer Success Manager, an Internet of Things Engineer, and a Management Consultant walk into a bar… Okay, maybe not! But that triumvirate seems to be showing up frequently in historically non-digital businesses as the trend of “Software Eating the World” advances unabatedly. Who knows? Maybe someday soon Customer Success jokes will be as ubiquitous as science jokes! After all, we’re already seeing consistent behavior trends outside of traditional tech companies. I’ve noticed the following fact pattern over and over again: 1. Cherished Brands Are Buying SaaS Companies and Getting CSM Teams Whether it’s Monsanto purchasing Climate Corporation, Caterpillar buying Yard Club, or Walmart gobbling up Jet.com, decades-old enterprises are looking to reinvent themselves by getting into the cloud world. Many of them have read The Innovator’s Dilemma and realized that often you have to look externally to find “innovation DNA.” As these businesses unpack the gift boxes that are these new startups, they’re seeing roles that they’re familiar with (Sales, Marketing, Engineering) and also one that’s brand new: “Customer Success Management.” Many of these acquirers go through a standard exercise of trying to shoehorn CSM into existing Maintenance, Support, and Services orgs, only to realize […]

3 min readJune 14, 2018
Acquiring Customers Isn’t Enough. Here’s Why You Need to Focus on Retention. Image

Acquiring Customers Isn’t Enough. Here’s Why You Need to Focus on Retention.

Cost of Retention vs. Customer Acquisition Cost. It’s a classic match-up. They’re both essential players, but when it comes to healthy growth, which one of these best practices should you be betting on? In the early days of SaaS, growing fast was everything. Money was poured into customer acquisition and businesses took off left and right, turning into unicorns before our eyes. But times are changing. Acquiring new customers isn’t the only way to bring in revenue, in fact, focusing primarily on that side of the funnel may be more costly in the long run. Cost of Retention vs. Customer Acquisition Cost “SaaS CEOs must move beyond just looking at revenue growth and eventual profitability, and start digging one level deeper for ways to grow in more capital-efficient ways and find a shorter path to profitability.” – Fred Shilmover, CEO, InsightSquared Chances are these terms are familiar to you—they’re pretty common in SaaS and business in general—but here’s a quick refresher: Cost of Retention: The total amount spent on keeping customer renewing their contracts. It includes costs like your Customer Success team, technology, and customer experience program. Our Customer Success metrics calculator makes finding your Cost of Retention easy work. Customer Acquisition Cost (CAC): The […]

5 min readJune 18, 2018
What I Learned from CCO Summit Europe Image

What I Learned from CCO Summit Europe

We’ve done the Chief Customer Officer Summit, which we affectionately refer to as “CCO” four times in the US. It has been phenomenally successful, with our NPS ranging from 85 to 94 for those four events. So we decided to bring it to Europe last week and the results were no less amazing. 40+ leaders of Customer Success organizations around Europe made the trip to Horsham, UK for a one-and-a-half day event at the South Lodge hotel. Attendees included leaders from companies ranging from 20 employees and £2M ARR to 10,000+ employees and multi-billion pounds of turnover. This continues to be one of the more amazing things about Customer Success and this event in particular—there’s lots of common ground even between the people on the extremes of that spectrum. Oftentimes, the larger companies are more anxious to talk to smaller counterparts than to their peers because the changing landscape in the tech industry has turned the world upside-down, and the disruptors have expertise and knowledge that traditional companies are intensely interested in hearing. CCO is an event unlike any other. There are no big-name speakers or expert panels to attract attendees. In fact, if you judged it only by the […]

10 min readJune 13, 2018
How to Use This Awesome NPS Calculator Image

How to Use This Awesome NPS Calculator

In case you haven’t seen it, we built a pretty cool website that can automatically calculate some of the most common metrics you’ll need to benchmark in the course of your day-to-day job in Customer Success. I’m sure a lot of you reading this are pretty familiar with all six of these formulae, and maybe you can calculate each of these in your sleep. But if you were the kid in calculus class with the graphing calculator that had the automatic integral program installed (I definitely did. Sorry, Mr. Tutt!), then you should definitely bookmark this page. Also, we have an overview of how to use the calculator here and a deep-dive into the Customer Retention Rate calculator. Take a look! But this article is about NPS. What is NPS? N·P·S /enpē’es/ noun. Net Promoter Score; A survey-based, highly predictive metric that is a reliable leading indicator of future growth in recurring revenue businesses through renewal, expansion, and advocacy. “Did you see our latest NPS results? Our Net Renewal Rate is going to be crazy high!” NPS was developed by a partner at Bain & Co. In 2003, Fred Reichheld introduced it in the Harvard Business Review as a way to measure customer sentiment and […]

2 sharesJune 12, 2018
Press Release
InsightSquared Recognized by Gainsight™ for Customer Success Excellence Image

InsightSquared Recognized by Gainsight™ for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – June 6, 2018] –  Gainsight™, the Customer Success company, honored InsightSquared with the Sally award for excellence in Adoption Management. The revenue intelligence solutions provider was recognized for their use of the Gainsight platform to drive adoption of their products or services. InsightSquared developed processes guiding customers to solutions specific to their business and use case and helping them deliver reports impactful to their organization. The award was given to the InsightSquared team 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. “As an organization, we’re very focused on helping our customers solve real business problems throughout their journey with InsightSquared,” said Rachel Senker, Director of Implementation at InsightSquared. “Gainsight helps us operationalize our implementation and customer success programs so that we’re able to move beyond technical configuration and training with customers, and focus on change management, adoption, and value. Gainsight also helps us easily replicate our most successful customer onboarding use cases and implement similar processes for new customers.” “We congratulate […]

3 min readJune 6, 2018
Press Release
Affinio Recognized by Gainsight™ for Customer Success Excellence Image

Affinio Recognized by Gainsight™ for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – June 5, 2018] –  Gainsight™, the Customer Success company, honored Affinio with the Sally award for excellence in Stakeholder Alignment. Affinio was recognized for their use of the Gainsight platform for building alignment amongst key client stakeholders. The award was given to the Affinio team 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. “Stakeholder alignment is such a crucial element in our Customer Success program because now our customers’ stakeholders understand the impact Affinio has on their business’s retention and expansion,” said Erin Fogerty, Director of Customer Success at Affinio. “Gainsight allows us to keep a real time pulse on key stakeholders across all of our customers, from tracking roles to changes in sentiment. In addition, we have now have processes in places to ensure our customers’ executive business reviews are insightful and productive.” “We congratulate and celebrate Affinio for maximizing their use of the Gainsight Customer Success platform,” said Nick Mehta, Chief Executive Officer at Gainsight. “They’ve built a high-quality, […]

3 min readJune 5, 2018
Press Release
Yext Recognized by Gainsight™ for Customer Success Excellence Image

Yext Recognized by Gainsight™ for Customer Success Excellence

Award Accepted On Stage at Pulse 2018 – The Industry Conference for Customer Success [San Mateo, CA – June 5, 2018] –  Gainsight™, the Customer Success company, honored Yext, the digital knowledge management platform, with the Sally award for excellence in Advocacy Engagement. Yext was recognized for their use of the Gainsight platform to discover, nurture and mobilize advocates to drive growth. The award was given to the Yext team 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. “I’m so incredibly proud of what we have built here at Yext. We have set a goal to build the best client success team in New York City. We hold ourselves accountable, and always put our clients’ needs first,” said Wendi Sturgis, Chief Customer Officer of Yext. “By building deep relationships and working strategically to help our clients achieve their goals with Yext, we have grown a strong base of client advocates. We exist because of our amazing clients, and by leveraging tools like NPS in Gainsight to identify our biggest promoters, we were able to increase our list of customers […]

3 min readJune 5, 2018
The Essential Guide to Company-wide Customer Success Image

The Essential Guide to Company-wide Customer Success

Your customers are constantly interacting with your product and your employees. How are you synchronizing your efforts across all teams and touch points to maximize their chances of success? Learn how to drive Customer Success throughout your company You know your customer base is your best, most consistent engine of growth. But with so much complexity involved in orchestrating, executing, and scaling journeys for each segment across functions, you need a strategy. Learn the science of company-wide Customer Success. In this ebook, you’ll get actionable advice on: How to synthesize predictable outcomes and positive experiences How to grow revenue through three distinct lead vectors How to generate a holistic strategy that earns buy-in from Product, Sales, Services, Support, and more

595 downloads