The Essential Guide to Voice of the Customer Image

The Essential Guide to Voice of the Customer

Listening to your customers and taking action to solve their challenges is the first essential step to Customer Success. That’s why Voice of the Customer (VoC) is a critical component to driving company-wide efforts to deliver value and happiness to clients. VoC consists of initiatives designed to capture customer insights, close the loop on feedback, and prioritize improvements to produce happy and successful clients.

4 shares July 31, 2017
The Gainsight/Sprinklr Feedback Loop of Epic Success Image

The Gainsight/Sprinklr Feedback Loop of Epic Success

Is Gainsight really the best Customer Success software? Or do our users just love us so much that it seems like it? In the latest G2 Crowd Grid for Customer Success software, Gainsight was ranked as The Leader in the space based on user reviews from customers including Sprinklr. Positive reviews on G2 Crowd and TrustRadius don’t happen by accident. The most successful companies don’t passively hope their customers advocate publicly for their vendors. They make it happen. Lukas Quanstrom, AVP of Strategic Alliances with Sprinklr, and Ganesh Subramanian, Director of Product Marketing with Gainsight, will explain how to operationalize positive, predictable advocacy in this webinar.

1 min read July 28, 2017

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Episode Four: How to Deliver Enterprise-level Customer Success with Jennifer Dearman Image

Episode Four: How to Deliver Enterprise-level Customer Success with Jennifer Dearman

In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Jennifer Dearman (Vice President of Global Customer Success, Kronos) to understand the mechanics of delivering enterprise-level customer success. Jennifer has run several global customer success teams at enterprise organizations with wild success during her career. Prior to her position at Kronos, Jennifer served as Director of Customer Experience and Engagement at Redhat, where she led the development and implementation of RedHat’s Global Customer Success organization. Jennifer has been widely recognized for her unique ability to not only run the day-to-day operations of large customer success organizations, but solve the unique challenges that most leaders don’t see coming during change management, hyper-growth, and more. As you listen to her story in this episode, you’ll be able to tell that although the path wasn’t easy, Jennifer never let challenges slow down the outcome of creating success across her organization. Deep-dive into why she claims that strong training programs, company-wide buy-in, and a little bit of fun all play a role in delivering enterprise-level success. Subscribe today on:             iTunes             Soundcloud             Stitcher Who is […]

18 min read July 26, 2017
Mapping the Customer Journey with Engagement Models Image

Mapping the Customer Journey with Engagement Models

Understanding and mapping the customer journey are integral parts of the Customer Experience (CX) playbook. But how can you apply Customer Success learnings to the process? Watch as Dan Steinman, GM of Gainsight EMEA, and Sue Nabeth Moore, Founder of Success Track Enterprise, discuss the role of engagement models in the process of mapping the customer journey. The goal of journey mapping is no longer to simply improve a certain aspect of the customer’s experience, but to closely monitor and actively manage every aspect of their journey. Dan and Sue will give specific examples of how to map out behaviour-driven and date-driven events in the customer lifecycle, and the impact customer segmentation has on the process.

51 registered July 19, 2017
How to Map the Customer Journey with Engagement Models Image

How to Map the Customer Journey with Engagement Models

Dan Steinman is the General Manager of Gainsight EMEA, and is based out of London, UK. He leads Gainsight’s regional growth initiatives from the company’s regional headquarters located in London and helps Gainsight’s European customers successfully understand and adopt Customer Success technology. The customer journey has been drawn into the spotlight in a new way over the past few years as part of the Customer Success movement. But understanding and mapping the customer journey is not new. It’s been an integral part of the Customer Experience (CX) playbook from the very beginning. How can you improve the customer’s experience and deliver on outcomes if you don’t fully understand the customer’s entire process with your company? The emergence of the recurring revenue business model has created a very different sense of urgency for mapping the customer journey. The goal is no longer to simply improve a certain aspect of the customer’s experience, but to closely monitor and actively manage every aspect of their journey. If done well, this will have a direct bottom-line financial impact for your company. With that new goal in mind, the desired outcome of mapping the customer journey also changes. We no longer want to understand the […]

81 shares July 19, 2017
How Gainsight Enables Customer Success in On-Premise Companies Image

How Gainsight Enables Customer Success in On-Premise Companies

Having interacted with several on-premise and hybrid on-premise/SaaS companies, I’m surprised at the number of times I’ve heard an executive at an on-premise company mention that Customer Success processes are not as relevant to them because they don’t have usage data. This couldn’t be farther from the truth, and some leading companies are already paving the way for how on-premise companies can drive revenue and profit growth from Customer Success. Here are eight pathways to revenue and profit growth that leading on-premise (and hybrid) companies are already spearheading: Create a single source of truth for the enterprise: Your customer-facing teams waste a lot of time in going through multiple sources of data (e.g., CRM, support, financial, marketing, project management, etc.) before important meetings. As enterprises grow through acquisitions, you can imagine how this can easily blow up to 15+ sources of data. There’s an opportunity to streamline the most important insights related to your customers in an easily consumable way. Make Premium Support (or Technical Account Managers) more proactive: Premium Support and TAM offerings can be multi-million dollar revenue lines in large on-premise companies. They have retention, attach rates, and expansion opportunities like any other recurring revenue business. There’s an opportunity to […]

150 shares July 18, 2017
Managing Your Cockpit Effectively Image

Managing Your Cockpit Effectively

Have you ever gotten so many emails that you don’t even know where to begin to respond? Whether you’re an “Inbox (0)” or an “Inbox (13,678)” type of person, we can all agree that it’s important to stay on top of your emails. The same can be said for Cockpit. Cockpit is the day-to-day workspace for CSMs in Gainsight. By triggering Calls-to-Action, or CTAs, it helps CSMs manage customer risks, opportunities, and events and stay on top of their to-dos. The benefits of using Cockpit are clear. As a turbo-charged “to-do list” that integrates with the rest of your system, it turns customer insights into tangible action items for the CSM. It is set up for easy workflow management, cross-functional collaboration, and streamlined reporting. However, like your email inbox, if your Cockpit is overloaded with CTAs, you’re going to have a hard time prioritizing and addressing all of your customers’ needs. Like any task management tool, Cockpit needs to be kept “clean” in order to be most effective. The key to managing your Cockpit is to get every member of your team — be it Admin, CSM, or Manager — involved in the process. Each role has a part to […]

9 min read July 11, 2017
Scaling Your Customer Experience Program (Without Sacrificing the Experience) Image

Scaling Your Customer Experience Program (Without Sacrificing the Experience)

Customer experience is hot—maybe not as hot as Phoenix was a few weeks back when it was literally too hot to fly—but it’s still pretty hot. At the core of customer experience are mechanisms to understand the customer’s point of view and an endgame that involves continual improvement based on their input. Various feedback mechanisms can help to capture, aggregate, and report on customer feedback & experience, but perhaps none is as ubiquitous as the Net Promoter Score® (NPS). What is NPS? NPS is essentially a methodology to measure loyalty and asks a simple question: How likely is it that you would recommend our company/product/service to a friend or colleague? Respondents answer on an 11-point scale ranging from 0-10 and 0-6 is considered a Detractor response, 7-8 are Passives, and 9-10 are Promoters. But NPS as a system can go far beyond that. When done effectively, this process provides both insight into how your customers perceive your organization and can become a vehicle to follow up with customers to understand their experience more deeply, as well as resolve concerns and enable your company to identify and play to your strengths. For example, a customer may respond indicating that they are […]

29 shares July 11, 2017
Driving Growth and Customer Success through Advisory Services Image

Driving Growth and Customer Success through Advisory Services

If customers come to you with their problems already crystallized and request your tool, you may have a giant problem. Sound counterintuitive? Tool vendors are being disrupted by solutions providers. Vendors who help customers identify and prioritize their biggest challenges ultimately get the chance to solve them with their tools and solutions. At Gainsight, our mission is to carry the torch in the Customer Success industry by solving the most pressing Customer Success challenges. We try to identify the key trends, challenges and opportunities, share our learnings through our blog, publish our thought leadership, host the industry’s leading conference each year, and embed best practices in every client engagement. However, our clients asked us to go a step further: to provide custom-scoped, high-touch consultative engagements to accelerate the value realization of CS transformations. Enter Gainsight Strategic Advisory Services (GSAS)—high-touch consulting services focused on Customer Success strategy. Today, GSAS is a critical function delivering meaningful results for our clients and serving as an engine of growth for the company. GSAS helps our clients identify their most pressing challenges and accelerate their deployment of solutions. Are you considering starting an advisory service to complement your solution delivery? Are you wondering where to […]

5 min read July 11, 2017
Episode One: The Rise of Customer Success; An Investor’s Perspective Image

Episode One: The Rise of Customer Success; An Investor’s Perspective

In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Byron Deeter (Partner, Bessemer Venture Partners) to get his thoughts on the rise of Customer Success over the years and what it means for the future of business. Byron Deeter is one of the most well-known faces in venture capital, having led numerous investments and exits in companies like Box, Cornerstone on Demand, Twilio, and more. A fundamental part of his current position at Bessemer Venture Partners is to foretell how markets and industries will adapt to new technologies and economic changes. Throughout his professional journey, Byron has repeatedly witnessed how every level and function of a business can benefit from being more customer centric. As an operator, Byron regularly meets with clients to learn their use cases and their definitions of a successful outcome. Leveraging those experiences, Byron focuses on how companies in his portfolio are managing their client base, operationalizing ARR, and delivering success outcomes at scale. Why has Byron decided to invest in companies that put Customer Success at the forefront? What does he think the Customer Success movement means for the future of post-sales business strategy? Listen to the full episode to find out! […]

262 shares July 1, 2017
5 Things We Learned In the New G2 Crowd Grid for Customer Success Image

5 Things We Learned In the New G2 Crowd Grid for Customer Success

What’s the best Customer Success software? Obviously that’s an impossible question to answer. What’s the best software for you might be more appropriate. Every platform has strengths, weakness, and gaps—the trick is finding out which one meets your unique needs. At Gainsight, we’re really proud of our offering, but we understand it’s not for every company. We think our tool is great, but it can’t possibly be the best, right? At least that’s what I thought before I read the latest G2 Crowd Grid for Customer Success. While “the best” might be somewhat subjective, it can also be measured objectively, in aggregate. After all, in the world of subscription software, “the best” has two criteria: How many people use the platform? And how successful are they? G2 Crowd is a trusted review site for business technology, and it’s uniquely positioned to collect, aggregate, and analyze the data points necessary to answer those two questions. It’s a critical stage in the procurement process of many thousands of software buyers around the world. The latest Grid Report for Customer Success was just released, and it ranked the top 10 Customer Success solutions on two axes: Market Presence and Customer Satisfaction. In other words, […]

5 shares June 29, 2017

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