The Customer Success Economy Part 1 Image

The Customer Success Economy Part 1

Watch co-author Nick Mehta, CEO of Gainsight and book contributors Jane Graham, Vice President, Customer Success and Renewals at Kronos, Alexis Hennessy principal at Heidrick & Struggles, and Charles Atkins, Partner at McKinsey & Company as they discuss The Customer Success Economy and offer examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer. For a free copy of the book, click here.

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4 Step Playbook for Establishing A New Normal With Customers Image

4 Step Playbook for Establishing A New Normal With Customers

“Reopening.” That word brings up so many feelings for people right now: excitement, hope, fear, doubt. Are we bouncing back in a “V shape?” Or is our opening going to lead to another closing in the dreaded form of a “W?” Regardless, business leaders right now must confront the realities in front of them. They must determine how to open their offices and declare when employees can return to work. They have to update their hiring and spending plans to capture the rebound in progress. And they have to determine what to do about customers. Luckily, many CEOs and executives used the last few months to get ready for scaling with their clients. As an example, I emailed the CEO of a late-stage SaaS company a few weeks ago to check on how things are going given COVID-19. His response: “Dude the things we’re doing in CS these days – and Gainsight is absolutely key to making it happen – are so freakin great. We’ve talked about CS moving from reactive to proactive (who hasn’t?) for years. In the last 30 days, it’s just …. happened! So great.” And it seems like CXOs are feeling “cautiously optimistic” about their existing […]

5 min readJune 24, 2020

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Pulse Everywhere: The Biggest Pivot of My Career Image

Pulse Everywhere: The Biggest Pivot of My Career

Hello! My career in events started back in 2008 as a sales associate supporting sponsorship fulfillment. I fell in love with the nitty-gritty details of my job so I ventured out of sponsorship fulfillment and dove right into event management. Fast forward 12 years, I landed my dream job as the Director of Corporate Events at Gainsight, giving me the experience of working on both the client and agency side of event production and the opportunity to oversee the corporate events team here at Gainsight. Having just surpassed the biggest milestone in my career of pivoting from a 6,000 in-person event at Moscone to a 22,000 virtual event in less than 60 days, I thought I’d share my journey, lessons learned, and key takeaways.  Pivot…Pivot…Pivaat! Looking back now, it’s hard to believe that 2020 kicked-off just like any other event year in the fast-paced world of B2B SaaS.  February 28 – a day I remember well. Local Bay Area newspapers posted the first of what would be the start of in-person event cancellations in San Francisco. I felt it in my gut that once big tech companies announced their cancellation, that us little guys would soon have to face the […]

13 min readJune 23, 2020
A Sneak Peek Into Gainsight’s Horizon Experience Image

A Sneak Peek Into Gainsight’s Horizon Experience

Join Ciara Peter, VP Product Design at Gainsight on Thursday, August 13th as she walks you through Gainsight’s simple, beautiful, and intuitive new product experience. Learn about the inspiration behind Horizon Experience, the benefits for Gainsight users, and how to prepare for the updates. With Horizon Experience, you will be able to: Adopt and realize value even more quickly with consumer-like UX powered by data intelligence Work more efficiently than ever with simplified daily tasks and step by step guidance Spend time in a product you love, wherever you are – with consistent patterns across mobile, web, and powerful integration

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Change the Game in 5 Minutes: Laura Salonga and Ed Smith Shift the Focus from Reactive to Proactive Image

Change the Game in 5 Minutes: Laura Salonga and Ed Smith Shift the Focus from Reactive to Proactive

Welcome to our Change the Game in 5 mins Series. If you’re in the healthcare industry, you may be particularly interested in my conversation today with athenahealth’s Laura Salonga and Ed Smith. At athenahealth, a leading provider of network-enabled software and services for medical groups and health systems nationwide, Laura is a Senior Product Manager and Ed is Executive Director, Customer Success Analytics. At any given time—and especially now, with COVID-19 overwhelming healthcare providers and administrators everywhere—Laura and Ed know these experts need to focus on their patients, not their tech stack. They keep this top of mind as they shift from reactive to proactive thinking when partnering with their clients to optimize their performance.  Nick: In these challenging times, I think it’s important to step away from all the uncertainty when we can, even if it’s just for a moment or two. That’s my cue to ask, when you both were kids, what did you want to be when you grew up? Laura: I don’t remember having a specific job in mind but from a young age but I knew I wanted to learn other languages and cultures, travel the world, and have a positive impact in all that […]

7 min readJune 18, 2020
Change the Game in 5 Minutes: Will Rahim Embraces a Five-Year Plan Image

Change the Game in 5 Minutes: Will Rahim Embraces a Five-Year Plan

Welcome to our Change the Game in 5 minutes Series. Today, I’m delighted to introduce you to Will Rahim, Senior Vice President, Global Customer Success at Delphix, a global leader in digital transformation. When it comes to optimizing customer success through digital systems and processes, Will is a seasoned pro! Nick: Will, I’m excited to talk with you about the value proposition of digital customer success. But let’s start with one of my favorite questions: What’s your least useful superpower?  Will: Well, if the fate of the world depended on a drinking game, I’d probably be a good hope for humanity. But let’s hope it never comes to that! Nick: I’ll keep my fingers crossed. Okay, let’s dig in. Why did you need to change the customer success game? Will: At Delphix, we had really good people, but we weren’t enabling them to be successful. To be consistently impactful, customer success managers need data for two specific reasons: to prioritize their workday and have more meaningful conversations with customers. Without that key data, Delphix teams were just chasing their tails. That would be true for an organization that’s double or triple our size. For Delphix to thrive and build a […]

7 min readJune 18, 2020
Change the Game in 5 Minutes: Janine Snead Achieves Consistency Through Automation Image

Change the Game in 5 Minutes: Janine Snead Achieves Consistency Through Automation

Welcome to our Change the Game in 5 minutes Series. Today I’m speaking with Janine Snead, IBM’s Chief Digital Officer, Vice President of Customer Success IBM Cloud and Cognitive Software. IBM has one of the largest product portfolios in the world, and I’m proud of how they’ve found a way to drive customer success across so many business units and products. I knew Janine could tell me how a historically innovative company that’s been a household name for over a hundred years ensures consistency of outcomes for all customers—at scale?  Nick: Janine, we’ve got lots of important things to talk about today. But first things first. You’re a GameChanger. So in that spirit, what’s your go-to board game at home?  Janine: I don’t have a choice on that. My husband is an English teacher, so it’s Scrabble. He always wins—but he has a master’s degree in English, so it’s basically cheating! Nick: Readers, do you know of a great cloud computing board game out there? Please let Janine know, so she can even the odds at home! Now, let’s get down to business. Janine, why did you need to change the game in terms of how IBM manages clients? Janine: […]

6 min readJune 18, 2020
Change the Game in 5 Minutes: How Doug Hooton Deals With Disruption Image

Change the Game in 5 Minutes: How Doug Hooton Deals With Disruption

Welcome to our Change the Game in 5 minutes Series. Today, I’m chatting with Doug Hooton, Vice President of Customer Success at OneCause, a SaaS solution that helps nonprofit organizations engage donors and raise more money for their missions. There are many reasons why I want to talk with Doug, starting with the fact that he’s one of the longest-serving customer success leaders I know—he’s been doing it since long before it was called customer success! Doug has firsthand experience leading a company through a transition. OneCause, formerly BidPal, revolutionized charitable fundraising with the launch of their mobile bidding solution in 2008, helping nonprofits replace manual giving and raise more revenue through technology. More than a decade later, OneCause has gone from market pioneer to industry leader, transforming its business into a SaaS scale-up offering multiple fundraising solutions for its customers. OneCause encompasses a wide variety of fundraising solutions today, including online giving, peer-to-peer and virtual challenges, mobile bidding and auctions, and text2give donations. Doug knows what it takes to respond to industry disruption—and how to emerge better positioned for success than ever. Nick: Doug, it’s great to be talking with you today. Before I ask you about your experiences […]

8 min readJune 18, 2020
Change the Game in 5 Minutes: Lorna Henri Tackles Technical CS At Scale Image

Change the Game in 5 Minutes: Lorna Henri Tackles Technical CS At Scale

Welcome to our Change the Game in 5 minutes Series. Today I’m chatting with Lorna Henri, a customer success trailblazer and Global Vice President of CS, TAM, and Support at Mapbox. I wanted to talk with Lorna about hiring rockstar CSM and TAMs who are personable enough to build relationships and technical enough to know the product inside and out. After all, isn’t that every CS leader’s dream? Nick: Hi Lorna! I can’t wait to pick your brain about creating CS success. But let’s kick things off with this question: In an alternate universe, what would be your chosen career?  Lorna: Good question! I’d be a teacher. Teaching offers a great combination of constantly learning and interacting with people from different backgrounds. For me, the intersection of those two areas is really satisfying. Nick: I think that might explain how you ended up in customer success! Now, let’s dig in. Why did you need to change the game?  Lorna: Mapbox had grown to a certain level and was starting to attract and sell to larger and larger customers. The core user of Mapbox is often a highly technical developer, and Mapbox has phenomenal documentation. That all leads to a lot […]

7 min readJune 17, 2020
The World Needs Human-first CEOs, Not War-time CEOs Image

The World Needs Human-first CEOs, Not War-time CEOs

One of my favorite business books of all time is The Hard Thing About Hard Things. It’s a compendium of stories from current venture capitalist and former CEO Ben Horowitz about his time running companies. What’s so compelling about the book, even six years after its publication, is that it’s built around the principle that there are no easy answers or quick fixes in leadership. I remember feeling “seen” after reading the book in a way I hadn’t before. Indeed, I re-read his chapter “Nobody Cares” on a regular basis. Upon reflection though, there is one section where I’d like a minor rewrite. Horowitz famously shared his model (also in this blog post) of “Peacetime CEO / Wartime CEO.” To quote from the book: Peacetime CEO knows that proper protocol leads to winning. Wartime CEO violates protocol in order to win.  Peacetime CEO focuses on the big picture and empowers her people to make detailed decisions. Wartime CEO cares about a speck of dust on a gnat’s ass if it interferes with the prime directive.  Peacetime CEO builds scalable, high volume recruiting machines. Wartime CEO does that, but also builds HR organizations that can execute layoffs.  Peacetime CEO spends time […]

11 min readJune 17, 2020
Seven Important Questions Every Product Manager Should Ask Image

Seven Important Questions Every Product Manager Should Ask

As a Product Manager, you want to have an impact and make data-driven decisions as you plan your roadmap and determine priorities. You also want to get a sense of how end-users are adopting your product. To help, we asked some of our Product Managers at Gainsight to answer seven common questions and share examples from their experiences. 1. How can I determine the performance of my product every day—at a glance and in one place? Anyone in a PM or executive role wants to see detailed views of the overall user base such as the accounts that are using the product. You also want different filter options to get an idea of performance for different durations. Product Managers at Gainsight use Gainsight PX to understand these details for our various product lines and more. 2. How does Gainsight make product design decisions? Design decisions actually come from research based on everyday customers’ use and feedback. Gainsight Product Manager, Aditya Marla, worked with his design partner to spearhead several new updates to our platform with the goal of making things simpler yet more powerful. One of the initiatives was a redesign of the Cockpit. It began out of a desire […]

8 min readJune 15, 2020