Change the Game

The Gainsight GameChanger Community is built on the fundamental belief that, collectively, we can inspire, grow, and push each other to new heights.

GameChanger VIPs are the bold Gainsight customers leading the future of customer success and product experience by challenging the status quo. We're thrilled to share their inspiring and authentic stories here.

Check out the 2021 GameChanger Winners

GAINSIGHT CUSTOMERS WHO ARE CHANGING THE GAME

GameChanger Content and Podcasts

PodcastGameChangers

Mind the “Outcome” Gap Image

Mind the “Outcome” Gap

In the 5th episode of season 2 of the Gainsight Gamechanger Podcast, Adam Joseph, RVP of Customer Success at Gainsight, sits down with Rav Dhaliwal, Investor and Venture Partner at Crane Venture Partners. Listen to the full episode and access Adam’s summary by unlocking the content. How can you deliver and demonstrate business value to a wide range of different personas? Everyone has a different idea of what success means and meeting every standard can be really challenging. To help us understand the “outcome gap”, our host Adam Joseph sits with Rav Dhaliwal, Investor, and Venture Partner at Crane Venture Partners. Rav talks about how to contain the outcome gap, where it probably comes from, and shares a few resourceful solutions to implement in wobbly situations. Plus, he and Adam discuss the importance of educating the customer in orienting their goals and discuss their top three predictions for the future of Customer Success. Listen now and learn from these experts how to maintain a healthy relationship with your buyer and do your best to meet their needs and expectations! Jump straight into: (0:51) – Who is Rav Dhaliwal: A recovering software executive – “I often say to people that I’ve […]

3 min read

PodcastGameChangers

Customer Onboarding at Springboard Solutions Image

Customer Onboarding at Springboard Solutions

In the 4th episode of season 2 of the Gainsight Gamechanger Podcast, Adam Joseph, RVP of Customer Success at Gainsight, sits down with Donna Weber, President and Customer Onboarding Leader at Springboard Solutions. Listen to the full episode and access Adam’s summary by unlocking the content. Onboarding is the most critical part of the customer journey, get it wrong and you’re behind the eight ball from the very beginning. In today’s episode, our host Adam Joseph talks to the President and Customer Onboarding Leader at Springboard Solutions, and author of the book Onboarding Matters, Donna Weber. Adam and Donna chat about her book, the importance of delivering true value to customers, and some key metrics to measure success. Listen now to learn some new practices on helping your customer get value since day one from an absolute onboarding expert. Jump straight into: (00:44) – Donna Weber’s process writing her amazing book Onboarding Matters – “Writing a book is very insular, you’re on your own, but suddenly it’s out in the world and people are benefiting and sharing ideas. It is so rewarding.” (04:41) – When should onboarding begin and end? – “It needs to be about relationships. It needs to […]

3 min read

PodcastGameChangers

Pooled CS Model at RD Station Image

Pooled CS Model at RD Station

In the 3rd episode of season 2 of the Gainsight Gamechanger Podcast, Adam Joseph, RVP of Customer Success at Gainsight, sits down with Erika Tornice, Customer Success Executive Director at RD Station. Listen to the full episode and access Adam’s summary by unlocking the content. Season 2, Episode 3: Pooled CS Model at RD Station One hotly discussed topic in the CS world today: How can you effectively work with different types of customers? There are very innovative ways companies have approached this, one of which was recently fathomed by Brazilian RD Station. In today’s episode, Customer Success Executive Director of RD Station, Erika Tornice, joins us to chat about the Pooled Customer Success Model. What is it? How did it come to be? Plus, some early-on observations her team is ready to work with for further iterations. Join in and listen to how this innovative model may be changing the game of the Customer Success industry. Jump straight into: (00:33) – Who is Erika Tornice?: Her 20 plus background in Customer Success and her recent Game Changer Award – “I am managing a team of about 150 people who deliver outcomes to our RD Station customers every day.” (06.27) […]

3 min read

PodcastGameChangers

The Definition of Value Image

The Definition of Value

In the 2nd episode of season 2 of the Gainsight Gamechanger Podcast, Adam Joseph, RVP of Customer Success at Gainsight, sits down with Christophe Labreure, VP of Customer Success at Nexthink. Listen to the full episode and access Adam’s summary by unlocking the content. Season 2, Episode 2: The Definition of Value at Nexthink Customer value is a crucial part of any business. Making sure your product is helping your clients achieve their goals is important. But how do you gather this information and use it correctly? In this episode of The Gamechanger Podcast, our host Adam Joseph sits with Christophe Labreure, Vice President of Customer Success at Nexthink, to talk about a widely used term: customer value. Christophe tells us his definition of customer value, the importance of quantification, and how to recognize achievable value. Plus, he shares why too much focus on value can be counterproductive. Join this conversation and learn from this expert the best practices around value from a CSM. (00:53) – Customer value: What it is and why it isn’t easy to achieve – “It’s all about providing customer value by helping your customer achieve their goals using your products or services.” (02:26) – Who […]

3 min read

PodcastGameChangers

Customer Centricity at Unit4 Image

Customer Centricity at Unit4

In the 1st episode of season 2 of the Gainsight Gamechanger Podcast, Adam Joseph, RVP of Customer Success at Gainsight, sits down with Michelle MacCarthy, Global Head of Customer Success at Unit4. Listen to the full episode and access Adam’s summary by unlocking the content. Season 2, Episode 1: Customer Centricity at Unit4 Customer success has to be a company-wide commitment and an ethos across the entire business. But, how do you make the promise of customer-centricity a reality? To dive deeper into this topic, our host Adam Joseph talks to Michelle MacCarthy, Global Head of Customer Success at Unit4. She shares her view on a successful customer-centric business, how to provide a better customer experience, and whether it is crucial to have a CSM position in your company. Jump straight into: (00:41) – Michelle MacCarthy’s work on customer centricity at Unit4 – “The company is delivering on this promise through enterprise resource planning, human capital management, and financial planning applications.” (05:24) – How customer-centric is your business? – “When companies make decisions big or small, they really need to think about how those moves impact the customer.” (08:29) – Fixing for the long-term and how to correctly apply feedback […]

2 min read

ArticleGameChangers, Pulse Everywhere 2021

And The 2021 GameChanger Award Goes To… Image

And The 2021 GameChanger Award Goes To…

Every year we are astounded by the attendance at Gainsight’s Pulse events. It’s a symbol that people are focused on learning more about customer success. They want to improve best practices that will affect their businesses while achieving more as individual CS professionals. Since the COVID-19 pandemic, we understand the need for remote work and social distancing. As the world began to open back up, we were excited to see our Pulse Everywhere conference evolve into a hybrid event. Some of our speakers conducted presentations from great distances, others, especially our keynote speakers, were present at August Hall in San Francisco on June 9th and 10th, 2021. Though it was not the size of our usual in-person gatherings, the ambiance was filled with joy and a sign of things to come. There was especially tremendous excitement around our GameChanger Awards. At Gainsight, we have defined GameChangers as customers who shift their thinking to transform their business outlook. They push beyond the familiar and comfortable to achieve remarkable results for their company, teammates, partners, and customers. To us, all of our customers are GameChangers. However, there are a few that stand out in various areas. We look for The Visionary, The […]

10 min readJune 10, 2021

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GAINSIGHT CUSTOMERS WHO ARE CHANGING THE GAME

GameChanger Content and Podcasts

Mind the “Outcome” Gap

Customer Onboarding at Springboard Solutions

Pooled CS Model at RD Station

The Definition of Value

Customer Centricity at Unit4

And The 2021 GameChanger Award Goes To…

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Products

Platform

By Business Challenge

By Industry

By Team

Learn

Operate

About Gainsight

Change the Game

GAINSIGHT CUSTOMERS WHO ARE CHANGING THE GAME

GameChanger Content and Podcasts

Mind the “Outcome” Gap

Customer Onboarding at Springboard Solutions

Pooled CS Model at RD Station

The Definition of Value

Customer Centricity at Unit4

And The 2021 GameChanger Award Goes To…

No items found. Please try a different search.

See Gainsight in Action!

Win in business while being human-first.

Products

Platform

Solutions

Industries and Teams

Resources

Gainsight