It is rare for Gainsight CEO Nick Mehta to be surprised by a guest. But in a recent webinar, Chris Battles, Chief Product Officer at Zuora, presented him with a view and definition of Product rarely heard. Zuora is a Silicon Valley-based company with customers and offices all over the world. They are trying to
Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. In this interview, our CEO, Nick Mehta, speaks with the Senior Manager of Scaled Customer Success at Adobe, Marissa Barcza. Marissa focuses on strategic ways Adobe can be more efficient and effective. Her team manages nine B2B products across 4,500 accounts in the Americas. In
Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. In these conversations, we talk with customer success leaders who are role models and want to serve customers better. In this session, Nick Mehta, CEO, speaks with Chris Port, the Chief Operating Officer of Dell Boomi, responsible for Support, Services, Customer Success, and Strategy functions.
Key Learnings and Successes with Gainsight’s PX & Adobe’s Audience Manager Have you ever heard the saying, “There is no ‘I’ in team?” Companies with well-built solutions are discovering when they partner with equally good and complementary products; the results are outstanding. That happened when Adobe’s top-performing Product Adoption Team combined efforts using their Audience
Many enterprise companies find themselves without either a tool or platform that gives a unified customer experience across multiple products. As a result, the customer can often experience a disjointed. The company is unable to optimize or scale the customer and ultimately impacts customer retention. Such was the case for a Gainsight customer. This specific
Users today, whether on the go or working remotely, exist on various platforms and devices— web-apps, desktop, and especially mobile phones. Multiple platforms and devices can be a huge pain point for SaaS companies to deliver a unified experience. For example, what if your interoffice messaging system doesn’t transfer to mobile? What about other questions
People may not understand the use of “combat,” but we are in a precarious situation and time where many companies are fighting for their business life. In 2019, there were many thought leaders and evidence that the economy was shifting to the customer. With an inundation of products and services as subscriptions to choose from,
“The customer is always right.” This phrase was popularized by retailers Harry Gordon Selfridge, John Wanamaker, and Marshall Field. These men learned early in their careers that their stores’ success depended on their customers’ happiness. They advocated that customer complaints be handled remarkably so that customers do not feel cheated or deceived. “Le client n’a
My brother-in-law has taken on a memorable role in family birthdays. No matter who is celebrating—from toddler to grandparent—and no matter what time of day—from morning breakfast to late at night in a bar—he always remembers to ask his patented question: “What did you learn this year?” Most years, we attempt to avert the awkwardly-philosophical
This past weekend I took the time to start (re)reading the book that Ashvin and Ruben wrote last year. One concept that was brought up by JB Wood was about Consumption Gap. What is the consumption gap (as it relates to Customer Success)? If your end customers can’t figure out how to use your product