Introducing customer success both as a methodology and working practice into a business can be difficult. No matter the stage, be it a start-up or a scaling organization, weaving CS ideology and procedures into your current environment is often met with impediments, and yes, resistance. People don’t like change, even if the shift promises them
Ignoring the haters! It’s indisputable that Peloton — and other digital fitness companies like it — have changed the way millions of human beings exercise. Sure, the latest Sex and the City reboot and stock price drop aren’t great for business. But as a Peloton rider myself, I have seen first-hand how Peloton has transformed
In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. CS adds value to all parts of your business, whether Product, Sales, or Marketing. It can make your company a truly customer-centric organization. It’s so important that it
Where are you headed this winter? It’s that time of year when many of you would have already started planning your next vacation trip (or even already planned one!). After being confined to your home for the past couple of years amidst the pandemic, making plans can seem exciting and almost fun! To us, planning
As a multi-product system, Gainsight helps customers accomplish Customer Success (CS) by making decisions based on data that trigger appropriate actions. The actions can happen through in-house applications or offline completely. It’s a dynamic system that changes with each individual’s needs. As you might imagine, a system of this nature needs to deal with large
TL; DR (Too Long; Didn’t Read): Gainsight acquired SaaS Community Software leader inSided! For the mundane version of this news, click here. And to see a video of Robin van Lieshout (CEO of inSided) and me sharing the news, with a bit of rapping embedded. What comes to mind when you think of community? Maybe
Are you a Customer Success Manager (CSM), Customer Success Operations (CS Ops) team member, or just someone with a penchant for processes and systems that are just beautifully elegant and effective? Are you wondering what’s next on your career trajectory and how to get there? We’ve got some answers to these questions for you. We’re
[Caveat emptor: I write this to share gratitude, but I also recognize that I am very fortunate in so many ways; many people are struggling.] Like many people, I am a creature of routine and habit. I have the same lunch every day (plain oatmeal with blueberries). I try to go to bed by 10
Most businesses collect customer data to leverage it in their marketing efforts. Today, more leaders realize that the same client data can be used to create customer value and success. Understanding more about your customers’ goals and pain points empowers your team to centralize customer success into everything they do. Thus ensuring that your products
“Not everything that counts can be counted, and not everything that can be counted counts.” – Albert Einstein “I don’t care about that Einstein quote. What’s the ROI of Customer Success?” – Your CFO If you want to start a fight (or at least a spirited debate) at a Customer Success conference, yell the following