As a die-hard Pittsburgh sports fan, I’ve learned to avoid the 617 area code Boston region in the months following their regular inevitable sports championship of one kind or another. Furthermore, with near-all-time-record February snowfall, this month wasn’t the ideal month to convince a California transplant to come visit the “City of Champions.” But when
Last Thursday was the first (of many, I hope) SaaStr Annual conference in San Francisco and it was awesome! From the venue, to the “between two ferns” interview setup, to the fact that CEOs from some of the hottest companies – including current Gainsight customers Box, OpenDNS, MobileIron, and Influitive – were there to share
One of our core values at Gainsight is Success For All – we believe that success for our stakeholders—whether our customers, teammates, or shareholders—comes with a sincere focus on continuous learning, selfless teaching and making a difference in each other’s lives. There’s nothing more rewarding than seeing Success For All in action and ultimately, in
Let me get something out of the way upfront. I am not a Patriots fan. Not. At. All. As a lifelong, diehard, many-screws-loose Pittsburgh Steelers football fan, I couldn’t be further from the Brady Bunch fan club. In fact, as my team has constantly been toyed with and tortured by Giselle’s man (anyone remember the
Even though SaaS company leaders commonly believe that well-trained customers would have high adoption rates, achieve better outcomes, and renew at higher rates, many of these same companies do not offer customer training during the on-boarding process. How can this be? If it is so obvious that training will help customers use software better, why
Customer Success Marketing is a 2015 Priority As we kick off 2015, one of the areas that the Gainsight customer and extended community will be working on the most is effective communications and customer touches, at scale. Regardless of whether your company has a low- or no-touch model and you can’t individually call or email
I joined Gainsight over a year ago (wow, time flies). From the get-go, I was super impressed with what the product was able to, especially when the “old way” of doing things was all too familiar. In every company that I’ve ever been a part of, account management teams had to manually track down updates
How to Determine the Best Customer Success Manager (CSM) Ratio When planning a Customer Success Management organization, or just trying to prepare your budget for the coming fiscal year, the question that always comes up is “What is the ideal ratio of Customer Success Managers (CSMs) to the number of customers? To the amount of
Customer Success: Who Owns Upsell and Renewal? When it comes to Customer Success Management, the question of “Who owns Upsell and Renewal?” comes up quite frequently. That question is generally followed closely by “how do you structure CSM compensation if they handle upsells and renewals?” Well, the short answer is it depends. The longer answer
The Secret of Low-Touch Customer Success One of the things that the SaaS model almost always leads to is a long tail of low-revenue, generally self-service customers. You often see the term low-value used, only to indicate the relative financial value of those customers, but words are important, and how would your customers feel if