In customer success, we often hear the words: “retention, upsell, churn, renew, etc”. Some of these are opportunities, while others areas risks, but all of these have one thing in common – your business needs to have a strategy to handle them. You need a plan to quickly capitalize on the opportunities and minimize the

When you read the stories of the great entrepreneurs – Jobs, Musk, Edison, Ford and others, there is frequently a common theme. These people got a lot of no’s. Their hearts were broken many times before they were anointed as heroes. And while most of us may never ascend to those heights, anyone trying to

Have you ever been the forward scout for your team? There have been many famous ones written about in history. Joshua and Caleb scouting out the Promised Land for example. Lewis and Clark were forward scouts, too, for all of America, but there were probably also forward scouts within their traveling team helping them to

No matter how confident we all are as business leaders, if you’re like me, you constantly wonder if you’re on the right track compared to your peers. Unfortunately most of us don’t have a mirror on the wall to tell us how great we are. In Customer Success, in particular, one of the most common

Launch of Gainsight Success Plans and Relationships Helps Companies Execute High-Touch Customer Experience at Scale REDWOOD CITY, CA – September 11, 2015 – Gainsight™, the Customer Success company, today announced the release of two innovative products, Success Plans and Relationships, that enable Customer Success teams to align on their customers’ strategic goals and drive enduring

Series D Financing Round Led by Insight Venture Partners on News of Gainsight’s 3.5x YoY Growth REDWOOD CITY, CA – November 12, 2015 – Gainsight™, the Customer Success company, announced today that it has closed a $50 million Series D round led by private equity and venture capital firm Insight Venture Partners. Insight has raised

I’ve always been a pretty big music fan. When I’m at my desk at Gainsight (which these days is less often than my team would like) you could find me wired-in with Spotify almost certainly open on my laptop. Although many can poke fun at my musical tastes, one thing is for sure, the ability

In the previous post in this series, we explored the idea that in order to effectively understand customer as buyer behaviour, we need to treat the customer as hero. Most of our customers start their relationship with us as buyers. Once an organization decides to buy our product or service, things change. The individuals within