My first big company job back in 2002 taught me a lot. I learned all about the nuances of the (at the time) 5,000-person business I had joined. I learned the people and the products. I learned how to get stuff done. And I witnessed echoes of the history of the company—stories about the previous

As B2B companies innovate in their business models, offering flexible and customer-aligned delivery models like subscription, cloud, pay-as-you-go, and outcomes-based pricing, they are realizing the increasing power that their clients have—and the increasing ROI from investing in retaining and growing their customer base. At the same time, these B2B companies have implemented a myriad of

You might not know this, but People.ai isn’t my first company. I actually founded a previous company, Semantria, which built the world’s first massively scalable sentiment analysis cloud service. Semantria was successfully sold to text analytics company Lexalytics in 2014. While I’m proud of what my team and I were able to accomplish at Semantria,

I am excited to share the details of some new features that help capture rich customer context to build a deeper understanding of your customers: Customer360 Timeline: Log and view customer activities on a timeline to capture and consume rich, contextual information C360 Layouts: Create custom C360 layout views for customer stage and also tailor

Allison Pickens is VP of Customer Success & Business Operations at Gainsight. Will Robins is on the Business Operations team at Gainsight. Generating advocacy is one of the most important parts of the CSM role. Why is that? Advocacy reduces your cost of sales. Think about it: when your happy customers spread the word about

If you have a pulse, you’ve heard this question: If a tree falls in the woods and no one is around to hear it, does it still make a sound? That’s not the question I’m here to answer, but here are some that might similarly give you reason to pause and reflect: Does a SaaS

Allison Pickens is VP of Customer Success & Business Operations at Gainsight. Special thanks to Gaurav Kotak, Will Robins, and Elena Painter for contributing to this blog post. Customer Success leaders typically want to collaborate more effectively with other departments in their organization. Even though CS departments are accountable for the renewal rate in many

I am excited to announce our August Product Release which further evolves our Relationships functionality, introduces new data modeling technology with Data Spaces, provides an efficient and personalized way to communicate with customers, and advances our native support of the Salesforce Account Hierarchy. Here’s an overview of the major enhancements included in the August release:

Geologists from Stanford University recently made an astounding discovery. Drilling core samples in Palo Alto, a thousand feet below Sand Hill Road, they discovered the fossils of an ancient civilization. Their excitement grew as excavation revealed a Neanderthal community with complex tools, written language, and a primitive subscription economy. A paleo-forensic team pieced together the

Allison Pickens is VP of Customer Success & Business Operations at Gainsight. Special thanks to Julia Guyadeen (Director of Product Marketing) and Will Robins (Business Operations) for contributing to this blog post. For documentation on how to configure the reports in this blog and accompanying Vault Assets, links are provided throughout and at the bottom