In the previous post in this series on the Business Benefits of Customer Success Management (CSM), I talked about Revenue Expansion (up-sells, price increases, etc.) and how the data-driven nature of CSM can significantly drive top-line revenue growth. Now I want to look at the second business benefit Forrester cites in their report “An Executive

In the first part of this series on the Business Benefit Of Customer Success Management (CSM), I talked about who benefits from CSM and how the ROI is measured from having a CSM organization. Now I want to dive into the first business benefit Forrester cites in their report “An Executive Primer to Customer Success

Customer Success Management is good for business, and Forrester confirms this in their report “An Executive Primer to Customer Success Management.“ But what exactly is the business benefit of Customer Success Management? Why is it good for business? Who Benefits The Most from Customer Success Management? First, let’s explore what types of companies benefit the

Customer Success is a massively-disruptive movement in the Subscription Economy for one very simple reason; Customer Success is good for business. Especially subscription businesses. Finally, what we at Gainsight have known to be true, and what we’ve been sharing, promoting, and preaching – and, frankly, have built our own business around – has been validated

As I read through the posts about the “Five Organization Models of Customer Success,” I noticed that the different models were categorized by a company’s stages of growth, product complexity, or customer type.  The question I kept asking myself was, how a Customer Success executive will know which model is right for them and when

Until this past month, the only safari that applied to my life was an alternative web browser that I would use when Chrome was giving me trouble.  Today, I’m writing this entry from a game reserve in South Africa overlooking the Sand River in the middle of a two-week safari honeymoon.  The days on safari

So, does Customer Success Need Real-time Data? The answer to that question is an emphatic “no”. This debate reminds me of one of my favorite sayings – “If your only tool is a hammer, every problem looks like a nail”.  Customer Success requires information to be successful.  Sometimes we use the word “data” interchangeably with

Some companies practice one type of Customer Success while many have multiple customer segments and align the appropriate Customer Success strategy to that customer segment. In the following blog, I will discuss the High Touch model. For businesses with high customer lifetime values, companies will often adopt a “high touch” approach to Customer Success. It