A friend who is a salesperson at an enterprise SaaS company recently emailed me: “It’s the wild west here to get a customer reference. Nobody has any idea where to go or what to do. It slows me down immensely.” A well-functioning Customer Marketing function can be a fountain of value, solving this problem plus

What does it mean to manage a recurring-revenue business? How should functions rally around the customer? What are operational best practices? What targets should you strive for? To answer these questions, TSIA, Gainsight, and ServiceSource came together to conduct the first Recurring Revenue Tour in Boston on April 11. This event included thought leadership presentations

Allison Pickens is Chief Customer Officer at Gainsight. Thanks to many Gainsters for building the processes described in this post and contributing to the writing of it – including Sridhar Gollapalli (Director of our Customer Success team in India), Sara Vaughan, Emily McDaniel, Will Robins and Devin Stevens. As I write this, I’m flying from

This post was co-authored by Allison Pickens. If you’re a Chief Revenue Officer, you wake up every morning thinking about how to grow faster. That will never change. But as your company shifts to a recurring revenue business model, the way that you grow must change. 10 years ago, you were thinking about the Pipeline

״קאסטומר סאקסס? כאילו, הצלחת לקוחות? מה זה אומר? סיימת סטנפורד ועברת לעמק הסיליקון כדי ללכת לעבוד במוקד תמיכה?״, הייתה פחות או יותר התגובה הראשונה של אמא רבין ברגע שבישרתי לה לפני שנתיים שאני זונח את המשרה הנוחה בייעוץ אסטרטגי ועובר לגיינסייט – סטארט אפ מבטיח בתחום ״מתעורר״. מאז החברה שלנו שילשה את גודלה, כמות הלקוחות

Thinking About ROI and Technology As Gainsight’s Director of Customer Success Strategy, my core focus is helping prospects and customers document and clarify the business and financial impact of their Customer Success Organization. A lot of the time, the conversation is centered around how the Gainsight platform can help enable their teams to better manage

Business, as with much of life, moves like a pendulum—from one extreme to the other. I remember the 1990s and early 2000s with the emergence of large corporate IT organizations. Nothing got done without IT being involved. CIOs were on the fast track to becoming some of the most important leaders in the company. Then

CSMs are busy people. They’re multi-tasking between emails, meetings, and all the things to keep their customers happy. Gainsight is the one-stop shop for all of these customer success activities. In this blog post, we will share how four CSMs at Gainsight each found a feature that has helped them to do more in less

As the name of my blog implies, my life is a strange combination of geekiness about Customer Success and nerdiness about science. On the latter in particular, I’m passionate about the mysteries that physics reveals about the universe around us. And if you’re a casual student of physics like me, you know that nothing is

I’ve got something to tell you. And it might shock you if you’re not a SaaS business. For some context, I’ve met with hundreds and hundreds of leaders of B2B businesses in all walks of life—from financial services to healthcare to on-premise software to hardware and devices—who all long to be “like SaaS companies who