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
Hi everyone, I’m thrilled to have joined the Gainsight team to lead our Product Management and Analytics roadmap. Prior to Gainsight, I was at Facebook where I worked closely with our Customer Success teams, using predictive analytics to drive advertiser retention. Through this experience, I was exposed to the large market opportunity for Customer Success
We definitely live in a complex world. No argument there. But I think there are times when we over-complicate things. Customer Success is no different. It’s not simple to help customers get value out of our sophisticated products when they have 1000 other things to do, too. It’s no wonder we get paid so much
In my experience, one of the largest gaps between opportunity and reality in business today – especially from a Customer Success standpoint – is in the area of what and how to measure. In SaaS, where measurable data represents an embarrassment of riches, the gap can be even more significant. The ability to track and
There’s an awful lot of talk these days in the Customer Success community about tracking. Tracking activities. Tracking product usage. Tracking customer engagement. Tracking survey scores. Tracking, tracking, tracking. Not that there’s anything wrong with that. Customer Success is dependent on data, which obviously needs to be tracked, gathered, and turned into information. I don’t
The Big Data proliferation today offers companies a great opportunity, but without the right lenses in place, more data just creates more problems. How can companies navigate prospect and customer data to find and keep their best customers? Gainsight joins forces with Radius in a not-to-miss webinar to answer this question. Find Your Best Customers Radius’s marketing
If you’re in Customer Success, I know you do it every week. I’ve been watching and I know you do. I also know that you dread it. I know because everyone dreads it. You can’t possibly have all the answers and the ones you do have may very well not satisfy your boss/CEO. It’s no
Is it really possible to have a fulfilling, long-term relationship with a software vendor? I’m here to claim that the answer is “yes”. You may think I’m biased because I work for a software vendor but I’ve also been on the purchasing side often enough to speak confidently from that perspective, too. I’m here to
In many ways, the relationship you have with an at-risk customer follows the same trajectory as dating. In the traditional sense of the word (read: not Tinder). Customer Success managers identify which customers need a little TLC and embark on recovering the relationship. The first place to look for problems is the onboarding phase. While