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
Allison Pickens is VP of Customer Success & Business Operations at Gainsight In a previous post, I shared how we manage risk at Gainsight, using Scorecards and Calls to Action (CTAs) for each of 8 risk areas. Even after we implemented this risk framework on our team, CSMs wondered, “Who do I ask for help
As part of an ongoing discussion about the evolving role of Customer Success Operations, we have the second installment from our very own Senior CS Ops Manager, Barr Moses. Below, she takes us through the second half of her week at Gainsight. For part 1, please click here. Wednesday: Hi everyone! Last time we checked
As part of an ongoing discussion about the evolving role of Customer Success Operations, we have a special guest blog post from our very own Senior CS Ops Manager, Barr Moses. Below, she takes us through a week in her life here at Gainsight. Hi everyone! Barr here, following a week in my life as
Allison Pickens is VP of Customer Success & Business Operations at Gainsight “My CSMs are overworked.” “They spend a ton of time on repetitive activities, but we’re not sure how to automate those.” “We want to email segments of our customers, but we can’t get access to the email automation system because Marketing manages it.”
PulseCheck 2015 was absolutely amazing, with nearly 2000 people from around the world tuned-in – on average for nearly 4 hours(!) – to learn from experts in customer success who covered topics both executives and customer success leaders and practitioners need to know. And just in case you missed it or would like to go
The power of a customer’s own words to describe and share their experience with your company can not be undervalued. Today, Gainsight and Boulder Logic announce an integration of Boulder Logic’s leading customer reference management solution with Gainsight’s Customer Success Platform. With Gainsight’s integration with Boulder Logic, you can now synthesize data gathered during a
The business of buying and selling information is booming. In this competitive and rapidly growing industry, how can companies set themselves apart from the competition, while also contributing to their long-term growth? The answer: Drive your customers’ success. How does your company classify itself — Are you in the Information Services industry? Market Research? Market Intelligence?