This blog post was co-authored by Allison Pickens and Chris Doell. Allison Pickens is Chief Customer Officer at Gainsight. Chris Doell leads Customer Success for Cisco’s Cloud Security Division. Many thanks to Kelli Kirwin, now Director, Offer Monetization Office at Cisco, for her pioneering work in the area of Customer Success in the channel and

I had to have an ACL replacement last year. I somehow managed to hike out of the Grand Canyon on a fully torn knee ligament! I don’t recommend it. But when I finally arrived in the operating room, there was no account executive to meet me offering a menu of ACLs, anaesthesia options, rehabilitation packages,

As most of you know, at Gainsight we strongly believe in radical transparency. That’s why we share everything—wins, losses, finances, board feedback, strategy, and more—with every Gainsight teammate at our all-hands huddle each week. I’ve also been doing Reddit-style AMAs both in person at our various offices as well as over video calls. All our

This post originally appeared on RedHat.com Many service and subscription-based enterprises today have some version of a Technical Account Management program. For most organizations, Technical Account Management is a paid offering that can be purchased by customers. The consistency we see on this service across the industry affirms the need and importance for such a

By Shirley Amsterdam, Business Operations Manager, and Noha Khan, Business Operations Analyst at Gainsight At Gainsight, we’ve divided our customer base into four segments based on key attributes. You can read more about our approach to segmentation in this recent blog post by Allison Pickens, VP of Customer Success and Business Operations. One of our

As the new year gets underway, I am excited to introduce new capabilities that address the most central challenges in Customer Management. Federated Customer Management: You no longer have to choose between deploying each of your business lines on their own customer management system or forcing them to operate within one restrictive, shared environment. Optimize

If you haven’t had a chance to read about the advanced technology of our Winter release, I strongly urge you to go through this blog post by Karl, our VP of Products. But if you have, you are likely curious to learn more about the new ‘Bionic Rules’ feature. Regardless of the size of your

Allison Pickens is VP of Customer Success & Business Operations at Gainsight. Whenever I gather a few Chief Customer Officers together, our discussion quickly evolves into a group therapy session. Being CCO is a tough job. That’s because every great CCO knows that s/he has 2 sets of clients: external clients, and internal clients –

Introduction by Allison Pickens, VP of Customer Success & Business Operations at Gainsight In November, we held our second annual Pulse Europe conference. A few of us at Gainsight led workshops on Customer Success, but I think I learned as much (if not more) from the attendees about how to manage Customer Success in Europe,

This post was co-authored by Nick Mehta and Allison Pickens. Nick Mehta is CEO at Gainsight. Allison Pickens is VP of Customer Success & Business Operations at Gainsight. Rolling out company-wide segmentation was probably the most productive initiative that our executive team pursued in 2016. In this post, we’ve documented how we did it. What