The Parallel Value of the Opportunity Object to Sales I learned recently that what we now call Salesforce Automation (SFA) was originally called “Opportunity Management.” This makes sense — in my opinion, Opportunity is the most important and nuanced concept in SFA systems. The Opportunity object captures in software the quite abstract notion that “We
Allison Pickens is VP of Customer Success & Business Operations at Gainsight Why should you learn to build a financial model? You’re in Customer Success, not Finance. Think again. It’s critical for executives to understand the economics of their team. You need to be able to educate the Finance team about how to forecast key
Health Scoring is one of the central pillars to executing Customer Success for your company. But actually designing and implementing the right health scorecard under the scrutiny of your team and your VP can be daunting. To help you down this path, in this post we will outline the four technical ways to populate your
Allison Pickens is VP of Customer Success & Business Operations at Gainsight | Barr Moses leads Customer Success Operations at Gainsight 1 new strategic project per month 1 new process per week 1 new workflow improvement per day That’s how quickly our CSM team innovates. We’re constantly improving what we do. Here are some examples of
When it comes to developing the best customer success model possible, it’s important to start with the best customer success managers. These crucial members of your team are responsible for more than just your company’s relationship with the customer, they set the pace for your overall future with your customer and your future revenue opportunities.
Allison Pickens is VP of Customer Success & Business Operations at Gainsight “Risk.” “Avoiding churn.” “Early warning signs.” When your CSMs are talking about customers’ problems all day, it can take a toll on morale. Most CSM leaders want to make internal conversations more positive and celebrate all their achievements. Wouldn’t it be great if
Bessemer’s original ten laws were “The Ten Laws of Cloud Computing” in 2010. Based on the success of that publication, they commissioned “The Ten Laws of Customer Success” in 2015 to address the burgeoning popularity (and necessity) of Customer Success. Over the next few weeks, we’ll explore the new ten laws in some depth. The
Chris Beaven is a Senior Customer Success Manager at Gainsight People often ask us, what’s it like to be a CSM at Gainsight? What follows is the most in-depth view of “a week in the life of a Gainsight CSM” that we’ve ever created. Here’s how I spent my week! MONDAY Check Cockpit Every day
Ashvin Vaidyanathan and David Knox are Directors of Client Strategy at Gainsight and co-lead the Strategic customer segment At Gainsight, we’ve divided our customer base into three segments based on how Gainsight can address their needs and their potential value to Gainsight. You can read more about the segmentation on Allison Pickens’ blog post. It
A great deal has been written about how to hire CSMs, but CSM leaders continue to raise and debate the question. Here’s how we approach hiring at Gainsight. There are 4 principles that distinguish our approach: Hire process-oriented people Hire them, regardless of where they came from Test, don’t guess Hire ahead of schedule 1.