Thought leaders like McKinsey, Bain, Gartner, Forrester, and Geoffrey Moore have been vocal about the impact Customer Success can have on a company’s growth. In our own benchmarking study, we found companies experience an average 18-point growth improvement from Customer Success initiatives. There is a strong correlation between investment in Customer Success and exponential growth. But if the evidence is clear, why

This post was co-authored by Will Robins. A few weeks ago, I posted a message on LinkedIn: “To all Sales folks: I will be infinitely more likely to respond to your cold email if you offer to introduce me to a successful customer of yours in the initial email.” The post had more than 160,000

In the last decade, clients of B2B vendors have gained increasing power. Because of this shift, providers have realized that they will only keep and grow their clients through a relentless focus on outcome delivery—a process commonly known as Customer Success. In this vein, companies have adopted Customer Success Management (CSM) platforms to orchestrate the

If you follow the M&A markets, you know that Private Equity firms have had an expanded role in the technology market. Traditionally, Private Equity firms had been known for cutting operating expenses at their investments—identify companies with slower top-line growth (and thus lower shareholder value) and trim operations in order to maximize cash flows. But

Russ Drury is the Director of Customer Success at Workfront, a cloud-based project management software company. He leads the Customer Experience organisation in EMEA, heading up the Professional Services implementation team, Customer Success team, and training. He is responsible for guiding customers in their Workfront journey and on to long term success through onboarding, implementation,

Mehta Recognized by The SaaS Report as #12 Out of the Top 50 SaaS CEOs of 2017 REDWOOD CITY, CA, August 10, 2017 — Gainsight™, the Customer Success company, announced today that its Chief Executive Officer, Nick Mehta, has been recognized as one of the Top 50 SaaS CEOs of 2017 by The SaaS Report.

As CEOs, our job is to maximize the upside while protecting the downside. Depending on the phase of our business, the mix between fear and greed can ebb and flow. The good news is that Customer Success is becoming an important part of the strategy in all seasons of business, good or bad. That being

Over the last couple years as a growth equity investor, I had examined the budding Customer Success industry and heard about the vibrant Pulse community. But I’ll admit: I was quite skeptical. How much fun could a business software industry conference really be? But less than a month before starting as “Summer Chief of Staff”

This post was co-authored by Will Robins and Priyanka Srinivasan. “If you can’t measure it, you can’t manage it.” -Peter Drucker “It’s all about the Benjamins, baby.” -Puff Daddy Whether you take your leadership lessons from Drucker or Diddy, you know that a huge part of the CEO’s job is to help your colleagues understand

Over the years I have worked with CROs, CCOs, and CMOs, partnering with the CFO to best figure out what our go-to-market budget will be so we can improve next year. And each year we work with the various leaders of Sales, Field Marketing, Support, Customer Success, Demand Gen, SDR, etc., to strategize on where