Anyone who knows me is painfully aware that I’m a diehard Pittsburgh Steelers (NFL football) fan. I’m “that guy” with the Steelers jerseys, t-shirts, socks, paintings, helmets, bumper stickers, fight songs…even a Steelers wallet. As a child, I dreamed of oneday quarterbacking my team to the Super Bowl. Unfortunately, due to a tragic lack of any
In past posts, I think we addressed the question of whether Customer Success is changing. Of course it is. In fact, in many ways, it’s not so much changing as it is being created. How many companies even had an organization called “Customer Success” five years ago? It exists because SaaS has changed everything. If
For many, the thinking is that there’s a lot of customer information out there that might have some minimal value, but if you could just get a handle on how/if they are using your product(s), you’d have the problem 90% solved. Let’s examine this claim more closely. Let’s say you had a perfect scoring methodology
“So what if there are applications being built for Customer Success? That certainly doesn’t make them necessary. I mean, c’mon, how hard can it really be? It’s not like Finance or Sales or even Marketing. Those organizations are complex and changing daily. Of course they need apps. But Customer Success? Just staff enough people and
A tricky question I get asked all the time from those running Customer Success organizations is “How do you determine the ROI of a Customer Success team?” In some ways it’s an unfair question because the R stands for “Return” and implies a revenue or profit connection. Many Customer Success teams are not directly responsible
I am so excited to be part of the Gainsight team, embarking on this great adventure with all of them, and with the entire Customer Success marketplace. It is a rare thing to find the perfect job in your career, but I truly have. I get to bring my Customer Success experience (and all the