Recent studies have shown that failed onboarding and implementation are the biggest reasons for customer churn in the software business. It’s no surprise though; the time between the purchase of the solution and seeing first value is generally a period where the buyer is experiencing buyer’s remorse. This bout of remorse is not because your
Allison Pickens is VP of Customer Success & Business Operations at Gainsight The goal of our Customer Success team at Gainsight is to help you transform your CSM operation. Here’s our view of how that transformation happens: Note that a “process” is the critical unit in the transformation: it’s the solution for tackling a given
Customer Success begins before your customers fully adopt your product. From the moment the contract is signed, you have to be strategic in each of your customer touch points. The customer is excited begin using your software, but this excitement can quickly turn to buyers remorse if their expectations aren’t met. Onboarding is difficult, all
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. There’s nothing worse than waking up on Monday morning and feeling disorganized. Here’s how I get a handle on our business. One note: All dashboards in
This article was written by Lauren Olerich, Director of Customer Marketing and Nikka Mathur, Senior Manager, Customer Success at Gainsight “Customer Marketing is as nebulous as Customer Success. What is customer marketing? Is it about customers, or is it about the marketing? Is it about your customers’ success, or about driving new business?” — Nick
Allison Pickens is VP of Customer Success & Business Operations at Gainsight I’ve previously written about how CSM leaders can take on cross-functional leadership roles. Here’s another opportunity for cross-functional leadership: crystalizing your company’s segmentation strategy. CSM leaders are well positioned to coordinate this initiative, given their exposure to how different types of customers fare
About 10 years ago, I completed the Interactive and Direct Marketing Diploma with the @IDM, in London. Outside of the stress of a two day sit down exam, the course and the business cases we developed were filled with extremely valuable information. Although I now work in the Customer Success industry, I keep thinking of
If you ever attend a meetup of Customer Success professionals and want to heat-up the discussion, ask how low-touch (from a human-centric standpoint) differs from high-touch and where or if they can coexist within the same customer segment. Then sit back and enjoy the fireworks. This is a very contentious topic because it involves the
As part of an ongoing discussion about the evolving role of Customer Success Operations, we are posting the takeaways from a series of discussions we’ve had with industry participants in customer success. See here for our prior posts on the topic. Additionally, if you haven’t taken our survey on CS Ops please take the CS
When assessing the ROI of investing in a Customer Success solution, a couple key questions you should ask yourself are: 1) Who are the key stakeholders? 2) In what ways will this benefit them? Although these are simple questions, the answers aren’t always straightforward. When it comes to Customer Success, your goals should be to