A single strand of rope can get the job done, but a triple-stranded rope is practically unbreakable. That is how you should think about complementary platforms and tools for your business. As stand-alone solutions, they are necessary. Together they can improve your processes, practices, gain insight into your customers, and scale your company. Now consider
One of the biggest—and most encouraging—trends we’ve seen over the past 18 months is that companies are no longer lavishing their customer success investments only on their highest-roller enterprise customers. More and more businesses are realizing that taking care of all of their customers reaps huge dividends. But doing that at scale isn’t for the
Originally published on inSided.com on February 28, 2022. Welcome to another week of Burn the Churn! This week, we’re starting a new phase of our Customer Health Challenge: endurance. We’ve been building up to this moment, setting our foundation and focusing on our core muscles. Now, it’s time to build our stamina and implement these tips
This post was co-authored by Nick “Walt” Walker. Whenever people ask me what my favorite TV show was as a kid, I pause to decide whether to reveal my secret shame or not. While I loved cartoons and still remember the theme song to “The Golden Girls,” what I was addicted to at ten years
It doesn’t matter if your product is groundbreaking and your prices are competitive, if your customers aren’t happy, you’re not going to hit your KPIs. The bottom line: customer relationships are critical to your business success. While the art of creating a satisfying customer experience is tricky on the best of days, it’s only gotten
Over the last year, Gainsight has produced one of the most successful and engaging online television programs called Net Retention TV. NRR-TV is hosted by Gainsight CEO Nick Mehta, and each episode is explicitly geared to topics that are top of mind of the CS industry. Right now, there is a topic at the forefront
Customer success plays an integral role in the success of any organization. CS efforts impact customer acquisition, upsells, expansions, renewals, and customer advocacy. Almost every business goal outlined by your company can be improved by someone in a customer success role. Customer Success Roles Because customer success impacts so many sections of your business, it
“Do you have time for a quick call? I’d love to get your input on our Customer Success Organization.” I’ve received at least 500 emails, texts, and Linkedin DMs like this from SaaS CEOs over my nine years running Gainsight. And I LOVE getting these messages. It’s so encouraging to see CEOs leaning into Customer
Originally published on inSided.com on February 7, 2022. Welcome to another week of Burn the Churn! This week, it’s time to do some core work. And what sits at the core of any solid customer health model? Data. So let’s make sure your CS team has the goods to be truly data-driven. Let’s go! (Not signed
Originally published on inSided.com on January 31, 2022. Welcome to another week of Burn the Churn! This week, we continue to build the foundation by looking into what you should factor in when choosing your health score model. Let’s go! When it comes to choosing your customer health score model, know this: Customer health scoring is