Data Science Foundations: Defining Primary Data Types Image

Data Science Foundations: Defining Primary Data Types

Data Science is more than a buzzword, it’s a profitable practice that needs to be a part of every company’s retention strategy. So much data is collected nowadays and if you aren’t analyzing and operationalizing it, you’re missing out on a goldmine. I’ve worked with hundreds of companies and you’d be surprised just how clear the pattern for success can be once you properly use your data. This blog post is the start of a broader series that will walk you through the latests ways to think about foundational Data Science concepts. You’ll get a blend of advanced topics, tactical best practices, and a few pop culture references here and there. To start, I’m taking you on a journey through the data universe to explore primary sources of data. What is Data Science? Data Science helps companies distill meaning from their data and operationalize it so they can build better processes. Modern companies use so many technology solutions, data becomes disparate and difficult to compile together to create a hyperdimensional view. At Gainsight, we call this hyperdimensional view a 360-degree view of the customer. Vast data sets like this are aptly called “big data.” It takes an enormous amount of […]

13 min readSeptember 18, 2018
A Powerful Process to Improve Your Renewal Rate Image

A Powerful Process to Improve Your Renewal Rate

With Q4 right around the corner, it’s time to start taking a closer look at your upcoming renewals. With a little bit of luck and some persistent Account Managers, you could have a decent retention rate. Except it’s not about luck, or even persistence—it’s about process. And you need to implement the right process yesterday. Companies with Gross Renewal Rates in the nineties track renewals methodically, well in advance of the contract expiring. They forecast renewal likelihood with accuracy, escalate risky accounts, and execute the proper, prescribed playbooks precisely and repeatably. It’s all laid out in the Renewal Management Element. In this webinar, Gainsight’s RVP Customer Account Management, Kelly DeHart, will guide you through the RM Element. She’ll be joined by Ben Michael, Director of Customer Success at Jamf, who will showcase exactly how the RM Element has effected major improvements in renewal process in his organization. In this webinar, you’ll get actionable advice for: Improving your renewal forecasting accuracy Escalating at-risk accounts with the right response at the right time Scaling your renewal process across segments And much more

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How to Budget for Customer Success: 2019 Image

How to Budget for Customer Success: 2019

Last year, we answered your questions about the ins and outs of building your next year’s Customer Success budget. We talked about everything from what your Finance team is looking for to optimal headcount to segmentation and beyond! It was one of our most popular webinars of the year. So this year, we’re taking it to the next level by bringing back our CCO and CFO, Allison Pickens and Igor Beckerman, respectively. But they’ll be joined by Gainsight’s CIO, Karl Mosgofian, who will bring an IT perspective to Customer Success budgeting. Come prepared with all your toughest questions! We’ll answer as many as we possibly can.

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Synecdoche and SaaS: What Title Should the Customer Success Leader Have? Image

Synecdoche and SaaS: What Title Should the Customer Success Leader Have?

“What’s in a name? That which we call a rose by any other name would smell as sweet.” – William Shakespeare, Romeo and Juliet (II, ii, 1-2) “If names be not correct, language is not in accordance with the truth of things. If language be not in accordance with the truth of things, affairs cannot be carried on to success.” – Lao-Tse, The Analects of Confucius (Chapter 13) A while back, I wrote about the cognitive dissonance we have between the way we think about Customer Success and the way we talk about it—specifically, the names and titles we use. As the two quotes above illustrate, there are a lot of ways to think about names and what they mean. And the reality is that when I speak with leaders of “post-sales” in B2B businesses, one of the most candid, often “hushed” questions I get (especially over a glass of wine) is, “What should my title be?” If this were a classic tech blog post, I would give you about 1,000 words leading up to the provocative conclusion that “it depends.” But we decided to strive for more and make Confucius proud. We decided we needed evidence. So we collected data […]

8 min readAugust 13, 2018
8 Reasons Why Growth-Focused Companies Are Choosing Gainsight Over “Good Enough” Customer Success Solutions Image

8 Reasons Why Growth-Focused Companies Are Choosing Gainsight Over “Good Enough” Customer Success Solutions

This is Part Two of a series on evaluating Customer Success solutions. If you haven’t read Part One, “Settling for a ‘Good Enough’ Customer Success Solution Will Cost You,” check it out here. In our last post, we discussed the risks of settling for a “good enough” Customer Success software solution. Moral of the story: if you settle for a short-term solution that doesn’t put you in a good position to scale, you risk wasting a lot of money and time. For this second installment, we sat down with three Gainsight customers who evaluated dozens of CS solutions to learn more about their thought processes. Why they ultimately chose Gainsight was unique to each business, but their reasoning shared a lot of commonalities. Read on to learn why they decided Gainsight was the right choice. 5 Reasons Why Customers Choose Gainsight Over “Good Enough” Solutions Reason #1: Gainsight Offsets Headcount “With Gainsight, we’re able to gain efficiency and improve the productivity of our existing team. Even at this early stage of adoption and usage, we’re already seeing the benefits. The team now has an identity. Using the same tool, methodology, and processes has created a sense of belonging. They’re part of something […]

10 min readAugust 9, 2018
How To Manage GDPR Compliance Using Technology Image

How To Manage GDPR Compliance Using Technology

GDPR-mageddon is behind us, but it’s still an ongoing challenge for IT teams at global companies to manage all the different security and privacy standards for each of their customers and stakeholders. As we transition from implementation mode to operational mode with the European Union’s General Data Protection Regulation (GDPR), the question of how to manage the day-to-day tasks is critical. Our approach has been to leverage existing tools wherever possible. So for instance, we manage the workflow for privacy requests using our standard ticketing system, simply adding some new categories and workflow rules as needed. Of course, we use Gainsight for most customer-focused activities, so it was natural for us to leverage the Gainsight platform to help us manage the Data Privacy Agreement (DPA) process. I wanted to give you a good framework for a technology process to help you with GDPR or really any data security compliance problem. But I also want to showcase the possibilities for IT teams who have a really flexible platform in their toolbox. We were able to manage GDPR implementation in three simple steps inside Gainsight. Managing the DPA Process The DPA is a Data Privacy Agreement that we have to have signed […]

3 min readAugust 3, 2018
Why I Love Working at Gainsight Image

Why I Love Working at Gainsight

Everyone wants to love their job. No one grows up dreaming of a job that makes them miserable. The catch is that there is no clear recipe to a work environment that is both successful and fun. Very few companies are able to define healthy values. And even fewer leverage both employee success and happiness. If you’re reading this, I’m sure that just like everyone else, you’ve had a job you hated. Well, I’m here to tell you a story about a college student who hit the jackpot, and who loves his job. January 17th, 2018 It’s the first day of my second semester of junior year, and it’s dumping snow outside. It’s so cold, but I know I need to go to the library. Not to do homework, but because it’s time to find my summer internship. I know I want to work in the tech industry, but I don’t really know where. All I know is I don’t want to sit in a corner punching keys all day. I have an exam the next day but I know this has to get done. I find a few companies I think I might like. I finally narrow it down […]

13 sharesNovember 6, 2018
Are You Leaving Revenue on the Table in Support? Image

Are You Leaving Revenue on the Table in Support?

Supporting your product is a cost center. It’s just one of the necessary facts of doing business—you have to pay to play, right? But what if your Support team could be a revenue engine instead? During our most recent Pulse event, I had the pleasure of speaking in detail about the “Support Experience” and how to bring your Support department into the Customer Success conversation. As part of that presentation, I did quite a bit of research into the industry. Some of the findings led us to expand the work we’ve done so far in our maturation of the department. We started looking at where we could set up more customers for success and find additional revenue by selling them a support package. Industry Insights For starters, let’s take a moment to chat about some of the reasons why your company should be offering a level of “Premium Support.” First, according to a study done by RightNow, 82% of customers will leave a company based on a bad customer service experience. Additionally, the survey showed that an astounding 85% of customers would pay up to 25% more money for a better customer experience. Companies in the B2C space are starting to […]

7 min readJuly 24, 2018
What Is Premier Support and Why Do I Need It? Image

What Is Premier Support and Why Do I Need It?

In the world of Technical Support, there are a million ways to approach the core mission. I’ve seen departments structured in so many different ways, and the customer experience can also be quite different depending on the product. One question I get asked all the time is, “What is Premier Support and why do I need it?” It’s a great question because of the different approaches that Support organizations take in providing an additional level of support. Whether you’re interested in purchasing this package or maybe even considering building out a premier offering of your own, the purpose of this post is to help you answer that question for your company. How Does Gainsight Structure Support? The best place to start is to discuss where we are today as a Support organization and where we’ve come from. In my three years with Gainsight, I’ve watched the company grow exponentially. Our Support team has more than tripled in size, and we now offer two additional support packages for customers to buy. We often look back fondly at what we consider the good ol’ “Startup Days,” which really were not that long ago. Two years ago, we launched our first paid support […]

8 min readJuly 24, 2018
A Simple Guide to Getting Started With Gainsight Essentials Image

A Simple Guide to Getting Started With Gainsight Essentials

Are you thinking about implementing a Customer Success solution? Your mind’s probably spinning just thinking about the complexity involved: How do you integrate data from multiple systems and organizations? How do you get buy-in from stakeholders across teams? How do you deal with messy or convoluted data? How do you get adoption from your team members? Contrary to popular belief, you can solve those issues quickly and easily with the right tool and the right strategy. Gainsight Essentials is the simplest way to get up and running with the world’s most powerful Customer Success toolset. This webinar will give you a taste of what to expect during onboarding and beyond. Join Gainsight’s Director of Services, Peter Wride, and John Gleeson, Head of Enterprise & Mid-Market Customer Success at KeepTruckin, as they walk through the onboarding process and ROI of Gainsight Essentials.

1545 registered
How to Define Your Customers’ Objectives and Consistently Deliver Image

How to Define Your Customers’ Objectives and Consistently Deliver

Are your success plans more about ensuring a renewal rather than ensuring the customer is successful? In order for your customer to achieve their desired outcomes, your success planning process needs to be built from the outside in, not the inside out. Gainsight’s Success Planning Element contains the right processes, people, and tools to make sure you capture the right outcomes and create a purpose built plan to deliver success. GE Digital implemented the Element and has achieved incredible results. Join Christopher Eastman, Senior Staff Customer Success Manager at GE Digital, and Ashvin Vaidyanathan, VP of Customer Success, Operations, and Support at Gainsight, as they break down this framework. In this webinar, you’ll learn how to: Capture customer objectives Define success according to empirical metrics Consistently deliver against customers’ goals Demonstrate progress and prove value

2464 registered