How to Boost Your Sales Outreach with Customer Marketing Image

How to Boost Your Sales Outreach with Customer Marketing

A few weeks ago, I posted a message on LinkedIn: “To all Sales folks: I will be infinitely more likely to respond to your cold email if you offer to introduce me to a successful customer of yours in the initial email.” The post had more than 160,000 views, 790 likes, and 55 comments. Clearly, I had struck a nerve. I received a lot of messages that agreed with me. Here’s a handful: “A high quality testimonial can produce up to double the open rate on email A/B testing including CTR and calls. :)” “You can tailor the outreach to express the value others in the same industry have seen—those insights matter” “I completely agree in total transparency as a sales rep and am lucky enough to have a handful of clients who will testify to the value I provide with B2B marketing lists.” “I feel like this should be a rule in all of life. ‘We should be friends and here is a close friend who will verify I am an acceptable friend.’ ‘We should date and here is the number of my ex who will state why I was a good relationship choice.’” But what was most interesting […]

121 shares August 28, 2017
The Essential Guide to Budgeting for Customer Success Image

The Essential Guide to Budgeting for Customer Success

Budgeting for Customer Success is not without its unique challenges. What goals will yield the biggest return? How do we rally support? And where is the funding even coming from? Whether you’re supporting a growing Customer Success team or an established organization, it’s never too early to break out the spreadsheets and start planning.

51 shares August 22, 2017

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Why 10 Growth-Stage Companies Scaled out of Their Existing CSM Platform and Moved to Gainsight Image

Why 10 Growth-Stage Companies Scaled out of Their Existing CSM Platform and Moved to Gainsight

In the last decade, clients of B2B vendors have gained increasing power. Because of this shift, providers have realized that they will only keep and grow their clients through a relentless focus on outcome delivery—a process commonly known as Customer Success. In this vein, companies have adopted Customer Success Management (CSM) platforms to orchestrate the process from contract signature to customer outcome in a data-driven, proactive, and scalable manner. Since many companies build in Customer Success from day one of their venture, some firms purchased CSM platforms early on in their lifecycles. At Gainsight, we noticed dozens of companies migrating to our platform as they scaled and we sought out to learn why so we can help future potential clients make good decisions about the right CSM platform for them. In particular, many clients regretted a short-term choice they had to redo quickly as they scaled, so we wanted to learn from their experiences. In this spirit, we led a focus group on Monday, February 27, 2017 with 10 companies in the last year that switched from another CSM technology to Gainsight as their companies scaled. Our focus group was comprised of software companies servicing a variety of industries, including […]

12 shares August 21, 2017
How to Talk to Your CEO About Funding Customer Success: Three Principles Image

How to Talk to Your CEO About Funding Customer Success: Three Principles

Figuring out how to fund Customer Success is something that even highly sophisticated and mature organizations can struggle with. If you lack a clear model for how to budget and scale your activities, you’ll be making your best guesses when you ask for next year’s funding. TSIA research shows that budgeting for Customer Success depends on three critical design principles: Developing a sustainable business model Aligning charter with funding Determining the appropriate cost bucket on your balance sheet In this paper, TSIA takes a closer look at each of these principles and provides a framework for how to budget and scale your Customer Success organization.

101 downloads August 18, 2017
TSIA and Gainsight: The State of Customer Success 2017 Image

TSIA and Gainsight: The State of Customer Success 2017

As we have seen with the undeniable push toward an as-a-service model, technology suppliers have become more focused on the adoption phase of TSIA’s LAER model (land, adopt, expand, renew). The LAER model is the perspective of the customer engagement life cycle from the view of the technology supplier. This is where Customer Success has become such a hot topic, as it is the single organizational capability that is focused on effective technology adoption that leads to increased renewal rates and expansion opportunities. In this paper, TSIA’s industry-leading research team breaks down the latest trends and benchmarking data from around the Customer Success community.

34 downloads August 18, 2017
TSIA and Gainsight: The Three Charters of Customer Success Image

TSIA and Gainsight: The Three Charters of Customer Success

Recent trends in the industry have shown that customer satisfaction is no longer just about how well your company can fix a broken product or assist with installation or the training options you offer. Instead, it’s about the outcome the customer can achieve with your products and services, and how you can help them meet their goals. If the customer uses your product or service to improve their bottom line and receives measurable results, you’ve created value to that customer that goes beyond the products you manufacture or the services you deliver and becomes about the outcome you provide. TSIA’s inaugural Customer Success Baseline Survey unveiled a set of fundamental practices and performance metrics related to the customer success function. Based on the data collected, this paper will break down three charters and how they can transform your customer interactions.

1 min read August 18, 2017
TSIA and Gainsight: 2017 Customer Success Technology Stack Image

TSIA and Gainsight: 2017 Customer Success Technology Stack

It’s clear that the line between practice and technology in the modern marketplace has been completely erased. Customer Success isn’t an outlier—in many ways, it exists because of and inseparable from the technology used to implement it as a business strategy. Delivering prescriptive time-, event-, and value-based adoption plays are critical workflows to ensure that customers receive maximum value from their technology suppliers. But how do you execute at scale? In this paper, TSIA’s industry-leading research will guide you through the critical elements of a best practices Customer Success tech stack, including: Consumption Monitoring Recurring Revenue Management Upsell/Cross-sell And more

1 min read August 18, 2017
TSIA and Gainsight: Driving Customer Success at Scale Image

TSIA and Gainsight: Driving Customer Success at Scale

As companies look to achieve sustained growth and profitability over time, they are investing in Customer Success organizations to help secure customer relationships and drive revenue expansion activities. Until now, early Customer Success pioneers have been left largely to their own devices to figure it out as they go. By leveraging TSIA’s Seven Steps to Customer Success at Scale framework, companies can ensure they have the right people, processes, and technology in place—supported by the right metrics and funding model—to ensure long-term success. The Seven Steps are: Define your Customer Success charter Secure funding for you Customer Success organization Establish Customer Success processes Use metrics to measure your Customer SUccess function Hire Customer SUccess staff with the right skills Develop the right Customer Success offers Implement the right Customer Success technology infrastructure

1 min read August 18, 2017
TSIA and Gainsight: Defining the Customer Engagement Life Cycle Image

TSIA and Gainsight: Defining the Customer Engagement Life Cycle

Customer-centricity is a crucial cultural asset that has tangible benefits for any company. But when culture becomes process is how the real ROI is revealed. In successful tech companies, those processes are built around product adoption. Technology companies ultimately need to guide customers through a lifecycle that starts at the moment of purchase and ends with the customer buying more technology. This paper will walk you through the defining facets of a mature and complete customer engagement lifecycle: The four phases of the customer engagement lifecycle. The top 14 business processes related to the customer engagement lifecycle. References to emerging best practices related to the customer engagement lifecycle.

1 min read August 18, 2017
TSIA and Gainsight: Customer Success Maturity Model Image

TSIA and Gainsight: Customer Success Maturity Model

Where are you on the spectrum of Customer Success? At your company, is Customer Success a project or a theme? Is it a buzzword to tie together Sales and Support in a loose affiliation? Or is it a true company-wide initiative, with an ownership organization whose primary objective is to enable your customers to achieve their product goals through deep, seamless adoption? This paper will help you answer the five key questions of Customer Success maturity: What is Customer Success? How do you execute Customer Success? When does Customer Success happen? Why is Customer Success important? Who are the people that perform Customer Success?

1 min read August 18, 2017
12 Customer Success trends transforming the Private Equity landscape Image

12 Customer Success trends transforming the Private Equity landscape

If you follow the M&A markets, you know that Private Equity firms have had an expanded role in the technology market. Traditionally, Private Equity firms had been known for cutting operating expenses at their investments—identify companies with slower top-line growth (and thus lower shareholder value) and trim operations in order to maximize cash flows. But increasingly, many of these same PE shops have an increased focus on the opportunity to leverage technology within their portfolios to drive topline growth. Private Equity firms are more involved than ever in operations and take a holistic view, just as any mature independent company would: find new “plays” to drive growth, operational effectiveness, and efficiency in portfolio companies. And given that Customer Success is proven to be a massive driver of growth and shareholder value, it’s no surprise that PE firms have embraced CS. At Gainsight, we have 60+ PE-backed companies as customers. Furthermore, we’ve been asked to present to dozens of PE portfolio companies about best practices in Customer Success. As an example, last week I was asked to present to the CFOs of portfolio companies in a top Private Equity firm. Below are some of my learnings: 1. Customer Success is a clear […]

5 min read August 17, 2017

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