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

Falcon.io is an innovative all-in-one platform that helps companies ensure their customer experience across social media. Falcon’s software opens up a world of customer data to digital marketers at Toyota, Coca-Cola, Warner Bros. Records, and many more. As Customer Experience Manager, Dino Kuckovic has taken a lead role in driving a customer-centric culture and operational

If you’re a business leader, your job is all about making decisions. You constantly have to make choices—on people, on strategies, on priorities—let alone on what to eat for lunch. For me, remembering to even have lunch is a small victory! I remember reading that presidents and famous business leaders sometimes minimize the number of

This post was co-authored by Tal Tsfany. Synopsis The evolution of the Customer Success (CS) profession is reaching an inflection point. What started with a few innovative companies and executives looking for ways to support the unique needs of vendors and customers in the SaaS world has evolved in the past few years into a

There is nothing more important to retaining customers than understanding why they renew. In 2015, we unveiled our Risk Management Framework, which helped us to establish a common view of customer risks. Since then, we have successfully used this framework to track customer health and address early warning signs. But we weren’t totally sure that

For the past 3 years, I’ve met many Customer Success evangelists. You know who you are. You go to all the Customer Success meet-ups. You’re well-versed in best practices for EBRs. You can talk all day about automated emails for your long tail of small business customers. I know what you’re thinking about, because I’m