Client Success is much more than ensuring a customer’s successful installation or configuration of your product and much more than offering high quality training and support. Client Success is about helping an organization drive change through your products or services. You can provide a perfect customer onboarding experience with seamless setup and great training; the

Actually, the title is a misnomer just to get your attention. We’re not really taking Customer Success to Europe, we’re following Customer Success to Europe. We don’t own the movement, we are simply riding the wave. As everyone knows, the Customer Success movement has swept over the SaaS landscape starting in Silicon Valley and then

Kevin Bondonno is the Director of Solutions Consulting and Will Robins is the Sr. Business Operations Associate at Gainsight From prospect to seasoned customer, Gainsight is an ideal platform to manage the entire customer journey. We’ve talked a lot about the value of the platform in post-sale Customer Success and want to highlight some of

Allison Pickens is VP of Customer Success & Business Operations at Gainsight. At Gainsight, our brand is quite important to us. You probably know this already if you’ve attended our annual Pulse conference — which has featured a Taylor Swift impersonator, choreographed Disney song rip-offs, and a cappella groups. This past May, I was accompanied

PulseCheck turned out to be a bigger success than any of us expected — we had more than 3,300 registrations and over 500,000 total minutes streamed. We got tons of great feedback, too. Participation was high, but it meant that we simply didn’t have time to get to every question during Q&A. So many were

Nikhil Hasija is the CEO of Azuqua, an integration platform that empowers unified customer experiences by connecting the applications, data, and processes across siloed teams in order to increase customer satisfaction and repeat revenue. Sometimes the customer needs more of your product or services to achieve success. But upselling is a tricky topic. At what

At Pulse 2016, SaaStr’s Customer Success for Start-ups track was one of the most popular series of sessions in the entire conference. This is a transcript of a really valuable panel featuring Jason Lemkin (SaaStr), Nakul Mandan (Lightspeed Venture Partners), Blaire Fernandez (Talkdesk), and Jennifer Bantelman (Zapproved). Jason: Okay, this is a fun one. It’ll

At Pulse 2016, SaaStr’s Customer Success for Start-ups track was one of the most popular series of sessions in the entire conference. This is a transcript of a really valuable panel featuring Jason Lemkin (SaaStr), Matt Garratt (Salesforce Ventures), Cliff Cate (ToutApp), and Joe Loveless (PowerDMS). Jason: All right. Good afternoon, everybody. I think we’ve

TCV General Partner Dave Yuan is an old friend and colleague. We actually first met in college, but over the years I’ve turned to him for insight and advice. When we reconnected last week I was particularly struck by his perspective on private equity investments and got his permission to share our conversation. Nick: How

There’s a Cubone on my desk. If you’re sick to death of hearing about Pokémon, skip to the first subhead below. From then on it’s all enterprise tech shop talk. But if you can stand to hear a bit more, I promise this story ties into NPS. Anyway, yes, I’m playing Pokémon Go at work