GAINSIGHT CUSTOMERS WHO ARE CHANGING THE GAME

GameChanger Content and Podcasts

PodcastGameChangers
Customer Success And The New “Remote Reality” Image

Customer Success And The New “Remote Reality”

In episode 1 of the Gainsight Gamechanger Podcast, Adam Joseph, Director of Customer Success, EMEA at Gainsight sits down with Jonathan Corrie, Co-Founder & CEO of Precursive. Listen to the full episode and access Adam’s summary by unlocking the content. Subscribe today on: Apple Podcasts | Spotify | Google Podcasts Ep 01: Customer Success And The New “Remote Reality” Earlier this year, I started the Gainsight Game Changer Podcast. This is not my first venture into podcast interviews. From 2017 to 2019, I recorded podcasts under the name of Customer Success Conversations. I was joined by several guests from all over the world and all levels of professions, from entry-level CS to CEOs. Now, I am on a quest to discuss not just the fundamentals of customer success, but how CS is evolving and advancing. I want to explore topics such as workflows and processes, startups and enterprise business, the ever-changing role of technology in business, and anything current and pressing at the moment. In my first episode, I was joined by Jonathan Corrie, co-founder and CEO of Precursive, a software company known for improving customer onboarding, project management, and professional services automation. When Jonathan and his co-founder set up […]

9 min read
GameChanger Playbook Series—Customer Visionaries: How ADP’s GameChangers Get a Complete Picture Image

GameChanger Playbook Series—Customer Visionaries: How ADP’s GameChangers Get a Complete Picture

Customer success experts are likely familiar with the six business challenges plaguing the industry: unexpected churn, inability to scale, missed expansion opportunities, a disconnected customer experience, and poor product adoption. The sixth? Lack of customer visibility. For an in-depth understanding of each of these business challenges, don’t miss the remaining webinars in our GameChangers Playbook series. Today, we find out how ADP, a stalwart of the online payroll and HR industry, accepted the visibility challenge, and won. ADP’s transformation process was the topic of a Gainsight webinar featuring Edgar Ramirez Vilchez, ADP’s director of customer success operations, and Mike Maday, Gainsight’s regional director of client outcomes. The CS leaders discussed how ADP, in partnership with Gainsight, has unified customer data across the company, creating a single source of truth to precisely measure its customers’ status and health. ADP has saved time and money using custom dashboards and workflows and by pivoting, when needed, in response to feedback and surveys. In short, ADP has changed its customer success game. Opaqueness everywhere (almost) Mike kicked off the webinar by sharing some startling statistics: According to research from IDC, four out of five organizations rely on data across multiple organizational processes. Yet workers […]

6 min readSeptember 8, 2020
GameChanger Playbook Series—The 10X Team: Secrets to CS Scale from the GameChangers at Intellishift Image

GameChanger Playbook Series—The 10X Team: Secrets to CS Scale from the GameChangers at Intellishift

In today’s complicated and competitive customer success landscape, delivering value is more important than ever. Clients want more than just adoption; they expect their investments to lead to tangible outcomes and value. Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience. Another pressing problem plaguing customer success? How to manage and operationalize scale.  The challenge of scaling customer success was a topic in our recent Gamechanger webinar series. At this event, Gainsight’s Kellie Capote, VP of Client Outcomes, speaks with Kristi Faltorusso, VP of Customer Success at IntelliShift. A division of VTS, IntelliShift helps organizations leverage the power of IoT telematics through modular solutions designed for connected vehicle and asset management operations.  Kellie and Kristi discuss how IntelliShift scaled its approach to customer success by implementing new processes and tools to redefine how the company thinks about customer success. IntelliShift’s CS transformation in 4 steps Figuring out how to scale customer success is a common business conundrum, especially given most teams have reduced resources. The pandemic-driven shift to remote work means teams have even more to juggle. So, how did IntelliShift do it? To answer that […]

6 min readSeptember 8, 2020
Change the Game in 5 Minutes: Omada Health Embraces 3 Unshakeable Pillars of Customer Success Image

Change the Game in 5 Minutes: Omada Health Embraces 3 Unshakeable Pillars of Customer Success

Welcome to our Change the Game in 5 minutes Series. In these conversations, we talk with customer success leaders who are role models for others who want to serve customers better. Arvind Stokes, VP of Customer Success and Support at Omada Health, certainly fits the bill. Today we find out why the “digital hospital” needed to change the way it managed clients, how Arvind led the customer success transformation, and what’s happened at Omada Health as a result.  Nick: Arvind, thanks for being here today. Before we talk about customer success, let’s take a moment to learn something about you. When you were a kid, what did you dream you’d be when you grew up? Arvind: I went from a fireman to a doctor to a professional tennis player. Tennis was the only thing I was semi-decent at. The funny thing was, I didn’t want to win trophies. My dream was to win a big tournament and give a speech where I thanked my parents and told them how proud I was to be their son.  Nick: Wow. I’d love to hear more about that amazing story … but let’s turn to customer success. Tell us about Omada Health, the […]

9 min readAugust 19, 2020
How Commvault Transformed From Reactive Support To Proactive Customer Success Image

How Commvault Transformed From Reactive Support To Proactive Customer Success

The Key to Customer Success Was Transformational Leadership Just over a year ago, Commvault made the bold decision to alter its leadership approach significantly. They were dedicated to transforming their business with a new management team. But they didn’t stop with top-down change. They pushed for a revolution—organization-wide. There were new products, the first company acquisition in over 20 years, and a push for subscription customers.  Commvault had a healthy, better-than-average churn rate, and minimal cross-sell with virtually only one product, and an incredibly sticky one at that. One could argue that they just didn’t need customer success like other tech companies. Or did they? As Commvault transitioned into expanding its portfolio of products and transformed its licensing model to subscription, it became clear that customer success was essential.  Commvault has a proud history of being quick-moving even in the enterprise space, but still able to focus on their earliest customers. “Our development over the years has always been nimble and agile while putting the customer first,” said Lee Peterson, EMEA regional leader of customer success. “Now, we have evolved to exist in any space while not forgetting our roots. Commvault focuses on customers of all sizes because from the […]

7 min readJuly 20, 2020
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