Last year, I started sending “Tip of the Day” emails to my team. Sometimes I sent a Tip when I noticed a smart tactic that one team member used, and wanted to make sure we replicated it across the team. Other times I noticed a mistake that shouldn’t be repeated. Sometimes I had an idea

A year ago, we undertook the challenge to reimagine our reporting and analytical capabilities. We realized that Gainsight has an abundant wealth of data across multiple dimensions of customer engagement (like usage, billing, survey, support and implementation) yet we did not have an analytical tool versatile enough to encourage interactive exploration and discovery. Having the

The beginning of each new year invariably brings with it a lot of change. This change manifests itself personally via New Year’s resolutions (I write this on day 5 of my health food cleanse), and professionally via career changes and general organizational restructuring. We at Gainsight find that the beginning of each calendar year signals

Now that we’re in the season of New Year’s Resolutions, you might be pondering a few questions: “Am I doing my job well?” “How do I compare to others in the industry?” “Am I spending my time in the right way?” These are questions that even the best of us wonder about from time to

I lead Gainsight’s Product Marketing and Technology Partnerships team and it is our mission to be the experts on our customers and our market. We also serve a cross-functional role ensuring our Sales, Services and Customer Success teams have all the knowledge and collateral needed to execute their goals. What is a Customer Advisory Board?

Over a decade and a half spent serving in account management and marketing strategy roles at b2b ad agencies, I’ve learned the art of successful expectation management. For customer success practitioners, knowing how to set customer expectations post- purchase, and then throughout implementation has become a standard practice. But, it’s naive to think that those

Last week, we announced our all-new integration with leading customer success management solution Gainsight to create a 360 degree of the customer engagement lifecycle. As a user of Clarizen, Gainsight has also integrated Clarizen into its services group, who owns onboarding and any custom/additional projects, as well as its customer success strategy. The integration has

Allison Pickens is VP of Customer Success and Business Operations at Gainsight Note to Gainsight Customers: This post contains links to Vault Assets you can import directly into Gainsight. If you’re living in Excel and PowerPoint, then preparing for board meetings takes time. That’s time that you’d probably prefer to spend on actually driving toward

Companies that support open source software face stiff competition, with constant pressure on customer retention. As a result, Customer Success is a critical investment for open source players. In this post, I shed light on why Customer Success is important to open source companies and offer five key actions companies should take when putting this

Does your customer organization often feel they have little insight into the customer’s experience during onboarding or a services engagement? Do you need a better method to keep sales, services and customer success aligned throughout the customer’s lifecycle? Well despair no further! Maintaining that transparency and alignment across your teams to ensure your customer has