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
When tasked to write a biographical blog about Mindy Kaling, I jumped at the chance. I have long admired her as an actress, producer, director, and best-selling author. What I find compelling about Mindy is her longtime groundbreaking presence as an advocate for women, diversity, and inclusion in Hollywood. I began by researching her life
Netflix, Hulu, Amazon Prime, HBO Max, Disney+. The recent proliferation of streaming services has led to an abundance of original content. Here at Gainsight, we’ve been inspired by the variety of exclusive content found across these platforms. The more we thought about it, the more we saw parallels between some of our favorite movies and
10 strategies for developing a mindset to help you better navigate challenging customer interactions. If you’re being honest with yourself, you know that at one point in time you’ve been that customer. You know – the tough customer who didn’t hold back on the choice language and let the person on the other end of
One of the best parts of the Customer Success community is the feeling that we are all in it together as CS evolves. No one is an expert, and everyone must adopt the philosophy of the Beginner’s Mind as we innovate and discover more about our field. Customer Success peers help each other out more
Imagine gathering Customer Success executives together and having them open up about pain points, processes, and the future of CS. Recently, I did, and inevitably, one topic and the incessant accompanying question arose, which is: How do we measure the ROI of our Customer Success team? In a happy hour earlier this month, we dove