Martine is the Chief Customer Officer of the branding automation SaaS vendor, Bynder. Prior to joining Bynder she spent over 15 years working with customers both in the tradeshow / event industry and at Apple. As a pioneer in Customer Success, I have witnessed this term become more recognized across the world. However, this should

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

Generally speaking, the workflow of a successful sales operation looks something like this: The Sales Development Representative (SDR) qualifies a lead and passes it to a salesperson. The salesperson contacts the lead and wins their business, then passes the new customer to a Customer Success Representative (CSR). The CSR helps the customer with installation, support,

How amazing would it be if your customers were so happy with your product, they just went out and told everyone how great it is, how much they like it, and how everyone needs to try it? What if they actively recommended it to their peers and colleagues? New Sales leads would flow in like

This blog is the fifth of five based on anonymized discussions from CCO Summit 2016. Read the fourth here. If there’s only one takeaway from CCO Summit 2016, it’s that the Age of Customer Success has begun. When future business archaeologists look back on these last few years, they’ll probably refer to it as the

This blog is the fourth of five based on anonymized discussions from CCO Summit 2016. Read the third here. This might be a bit of a morbid post, considering most of you reading are probably CSMs or work closely with them. But have you ever wondered: when should you lose your job? That was one

Allison Pickens is VP of Customer Success & Business Operations at Gainsight Note to Gainsight Customers: This post contains links to Vault Assets you can import directly into Gainsight. So you just got promoted to lead a team of other CSMs. Congratulations! And don’t worry too much – we’re here for you. Here’s a framework

Allison Pickens leads Customer Success at Gainsight. I’m excited to announce a new organizational structure for Customer Success at Gainsight. Our previous “post-sales” organizational structure consisted of separate Customer Success, Services, and Support teams, each with a VP reporting separately into our CEO. We’ve decided to merge those three teams into one organization, with Customer

In my previous post we dug into how technology companies – large and small, young and old – account for the costs of Customer Success. The feedback we received was very positive, and I appreciated reading every comment note. Thanks! With that said, we kept hearing a similar question among the feedback we received: “It’s

1. An incredible agenda featuring Functional Micro-conferences If you haven’t seen the agenda yet, you need to. We’re kicking it off on Monday, May 9 with Customer Success University (CSU) Live! Certification Day and a big Welcome Party in the evening. Then we kick into full gear on Tuesday by diving into our main theme: