It began with a question. April Dunford sat in the back of a marketing class at Northwestern University in Chicago, where her professor gave an example of a product positioning statement. April described it as a “Mad Libs” fill in the blank exercise. If my product IS a (blank) and my competitors are (blank), then
When Nick Mehta, CEO of Gainsight, interviews company leaders, he often asks them about their favorite games or hobbies. Some play poker or proudly announce their skill in Monopoly. However, when Nick chatted with Shawna Wolverton, EVP of Product of Zendesk, she declared her hobby as the static trapeze. Shawna is one of the many
Being in a Customer Success role in Gainsight, a Customer Success company, is akin to being an English professor at Oxford. For a good reason, there is a magnifying glass on us all the time. It also continually pushes us to strive to become better than yesterday and get inspired by the business’s best everywhere.
Why should you involve your customers and users in the Product feedback and ideation process? Getting customer feedback isn’t a new concept. Your users interact with your product all day to solve their challenges, achieve their goals, and execute their work. Who could be better suited to give you real insights into the way you’ve
A Philosophy Unfolding It began with a Venn diagram. For Erin Siemens, Senior Vice President of Client Success at Automatic Data Processing, Inc. (ADP), her leadership philosophy on customer success was sparked by a Venn diagram shared by Jeff Weiner, Executive Chairman and former CEO of LinkedIn. The three intersecting circles had titles of “Dream
Gainsight was fortunate enough to “be in the room” at Industry, one of Product Managers’ largest conferences. With over 30 sessions across two days, it was hard to determine which sessions would be the most impactful but we’ve done the hard work so you don’t have to! Here are our top three themes from sessions
It is not uncommon for companies to transition customers to varying segments, especially during an economic downturn. The expectation to do more with less has companies reallocating and stretching internal resources. They also want to protect their customer base by placing a renewed and focused emphasis on particular segments within the base. That means improving
Sanders Slavens, Plex’s VP of Customer Success, sat with Gainsight’s CEO, Nick Mehta, and CCO, Ashvin Vaidyanathan, to discuss their progress in reducing friction and raising customer visibility through their implementation process. When Sanders joined, he built a CS organization with team members who had various technical backgrounds and skills for different initiatives. That included
Gainsight and BazaarVoice have a long history together. Since 2013, BazaarVoice has been using Gainsight’s platform to gain insight into customer health and improve customer experience. BazaarVoice was one of the first software companies to embrace customer success ideology and practices. Recently, Keith Nealon, the new CEO of Bazaarvoice, sat with Nick Mehta, CEO of
COVID-19 has impacted businesses in innumerable ways. As company expectations rise, many expect to see a shorter time to value as finance departments scrutinize budgets to weather the recent unpredictability. Companies have already begun transforming their implementation processes to achieve this goal, but the current pandemic has created new urgency levels. At Gainsight, we pride