Every year we are astounded by the attendance at Gainsight’s Pulse events. It’s a symbol that people are focused on learning more about customer success. They want to improve best practices that will affect their businesses while achieving more as individual CS professionals. Since the COVID-19 pandemic, we understand the need for remote work and
What were you watching a year ago from today? Maybe you were watching Parasite after it won the first non-English Oscar for Best Picture. Or perhaps you were reliving Michael Jordan’s glory days through The Last Dance. Now when you look back on this day next year, you’ll remember the first time you experienced the
Co-Written by An Yan, MBA Candidate at Stanford Graduate School of Business “What’s the ROI of Customer Success?” This is a question I hear all the time in the Customer Success community. Since CS is still a relatively-young profession, we still own the burden of proof. Of course, my mind often drifts to a thought
“C-suite alignment isn’t just a catch-phrase. It’s a real-life business challenge, and solving it may be the most critical thing you do on your way to success as a company.” When Gainsight decided to create the eight-volume Executive Playbooks (Playbook #1 is now live), we were responding to a call from customers, partners, and the
Originally published on inSided.com on May 25, 2021. Welcome to the third post in our new series, This is Digital Customer Success where we set out to get clarity on all things Digital CS. In our first post, we started off by defining Digital Customer Success and explained how it’s different from “traditional” Customer Success. Last week, we dove
It was early Fall 2017 when I got a call from a former manager of mine who had just joined what he referred to as “a rocketship called Gainsight.” His pitch was simple: “This technology is incredible and the culture is off the charts, but at the pace we’re adding customers, onboarding has gotten a
If one thing is abundantly clear, Customer Success has grown tremendously, both as a function and an industry, in recent years. According to the newly published “2021 Market Guide for Customer Success Management Platforms,” Gartner has seen a “steady growth” over the past five years in the number of inquiries they’ve received on the topic.
Originally published on inSided.com on May 12, 2021. Welcome to the second post in our new series, This is Digital Customer Success where we set out to get clarity on all things Digital CS. Last week, we started off by defining Digital Customer Success and explained how it’s different from “traditional” Customer Success. If you missed the
Originally published on inSided.com on May 12, 2021. Welcome to our new blog series – This is Digital Customer Success. In this series, we’ll talk about what Digital CS is, what’s required to build a Digital CS program, team structure and responsibilities, metrics, and so much more! This week, we’re starting at the very beginning: What
Gainsight’s Chief Customer Officer, Kellie Capote, recently had a chance to join Amanda Schmidt, VP of Customer Success at PandaDoc, Customer Success Evangelist, Dan Steinman, and Bryan Plaster, Founder and CEO of CompleteCSM, for a candid conversation on how to handle the complex scenario of having a “green” customer churn. And best practices to help