One of the best parts of my job as CEO of Gainsight is seeing individuals with responsibility aligned to customer needs moving up in their own personal careers. And one of the hottest trends in enterprise businesses is to appoint one person with end-to-end operational responsibility for Customer Success and Customer Experience. While the title may
If I had a genie, one of the things I would wish for (after more wishes and a Steelers Super Bowl win) is an extra month between the end of our current fiscal year and the start of our next.* It feels like every year, you go from the stress of closing strong to the
When I started drafting this, I was flying back from Pulse Europe where I delivered a couple of sessions on Customer Marketing (Advocacy). This is a very popular topic in the Customer Success ecosystem right now, as many Customer Success programs are working to figure out the right ways to calculate their ROI and track
During Aptrinsic’s Mastering Product Adoption and Growth event, industry-renowned product leaders shared their insights into driving product growth. Aptrinsic is now Gainsight PX! Gainsight PX helps your team deliver superior product experiences while Gainsight’s customer success platform helps to ensure customers are receiving business value from the product. Here is a summary of the tips
2017 represented the year where Customer Success grew up and out. We saw new job roles and cross-functional strategies emerge. Companies invested more in Customer Success functions and new industries adopted customer-centric disciplines. Throughout the year, successful outcomes were delivered to millions of software users worldwide. Walt Disney once said, “Times and conditions change so rapidly that
The following are seven key growth principles from Google’s Head of Growth: Ken Rudin. Aptrinsic is now Gainsight PX! Gainsight PX helps your team deliver superior product experiences while Gainsight’s customer success platform helps to ensure customers are receiving business value from the product. During our recent Mastering Product Adoption and Growth event, industry-renowned product leaders
When you’re paired with a great Customer Success Manager, you hold on tight and hope they never leave your side. They’re your connection between the product you’ve bought and the outcomes you were promised—and they’re doing their darndest to deliver on them. They know your goals and business challenges. Your strengths and weaknesses. They’re there
Customer Success is a team sport and Gainsight’s Fall Release makes it easy to share customer insights across functions so everyone involved in an account can rally around the success of that customer in a coordinated and collaborative way. This release introduces enhancements to: Gainsight Sharing: Align the stakeholders of your customer, partner, or vendor
Conferences are hard. Let me say that differently. Conferences are hard to do really well (it’s not actually that difficult to do a lame one). There are so many details. And the bigger they get, the more details there are. With our expectation of at least 1,000 Customer Success professionals gathering for two days in
To date, B2B software companies have relied on marketing qualified leads (MQLs) as a way to determine when someone shows buying intent. As a key qualifier for passing leads along to sales, MQLs have long held a prominent spot in the metrics that matter. But the MQL is giving way to a new, more relevant