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

I was thinking about our latest product package, Gainsight for Voice of the Customer (VoC), and naturally, my thoughts immediately turned to quantum mechanics. And my question was this: Is there a quantum superposition for a customer in which they can be both healthy and at-risk simultaneously until observed by a CSM? In other words,

In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Jennifer Dearman (Vice President of Global Customer Success, Kronos) to understand the mechanics of delivering enterprise-level customer success. Jennifer has run several global customer success teams at enterprise organizations with wild success during her career. Prior to her position at Kronos, Jennifer served

Dan Steinman is the General Manager of Gainsight EMEA, and is based out of London, UK. He leads Gainsight’s regional growth initiatives from the company’s regional headquarters located in London and helps Gainsight’s European customers successfully understand and adopt Customer Success technology. The customer journey has been drawn into the spotlight in a new way

Having interacted with several on-premise and hybrid on-premise/SaaS companies, I’m surprised at the number of times I’ve heard an executive at an on-premise company mention that Customer Success processes are not as relevant to them because they don’t have usage data. This couldn’t be farther from the truth, and some leading companies are already paving

Founded by former Marketo executives, Aptrinsic is fueling the next generation of product-led go-to-market strategies for SaaS companies. 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. SAN MATEO, Calif. — July 12, 2017:

Have you ever gotten so many emails that you don’t even know where to begin to respond? Whether you’re an “Inbox (0)” or an “Inbox (13,678)” type of person, we can all agree that it’s important to stay on top of your emails. The same can be said for Cockpit. Cockpit is the day-to-day workspace

Customer experience is hot—maybe not as hot as Phoenix was a few weeks back when it was literally too hot to fly, but it’s still pretty hot. At the core of customer experience are mechanisms to understand the customer’s point of view and an endgame that involves continual improvement based on their input. Various feedback

This post was co-authored by Ganesh Subramanian. If customers come to you with their problems already crystallized and request your tool, you may have a giant problem. Sound counterintuitive? Tool vendors are being disrupted by solutions providers. Vendors who help customers identify and prioritize their biggest challenges ultimately get the chance to solve them with

In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Byron Deeter (Partner, Bessemer Venture Partners) to get his thoughts on the rise of Customer Success over the years and what it means for the future of business. Byron Deeter is one of the most well-known faces in venture capital, having led numerous