2020 has been a time machine for all aspects of life. We’ve been catapulted forward in terms of e-commerce activity, food delivery, telemedicine, online education, and much more. In the Customer Success world, as one CS exec told me recently, it’s become clear that “this is our moment.” With new business sales slowing and clients
I often get asked by Customer Success executives how to discuss retention metrics with their Board of Directors. The focus on retention metrics has been further accelerated in this climate as companies double down on Customer Success. Our Sales peers at most companies do a great job of reporting numbers, targets, and learnings from won
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Change is hard. When it comes to making a change in your product or launching a new version entirely, you might spend months analyzing and preparing for this update. You know what you’re doing is in the best interest of your users, but they haven’t been thinking about this change for months as you have.
Visual Executive Summary from Pulse CxO Summit 2020 The ocean breeze. Whale watching. A morning walk to the lighthouse. I consider myself lucky to be part of a thriving Silicon Valley company while living and working (from home) in a place like Gloucester, Massachusetts. Imagine how excited I was last year when Gainsight and over
via GIPHY Procrastination. We can all empathize with the concept. Sometimes it means putting off the project fixing a broken light at home for another week. Or sometimes, it is staring at a challenging email and promising yourself that you’ll get to the response later. For legacy enterprise software companies, this game of “kick the
This post was co-authored by Ashvin Vaidyanathan and Josh Weber. Tell me if you’ve heard this one before: Customer spends months explaining their goals and desired outcomes to a sales rep Sales rep closes the deal Ring the gong! CSM and/or Services team kickoff the onboarding call with “so tell me what outcomes you’re hoping
In this recording of a LinkedIn Live AMA, Cisco Chief Customer Experience Officer, Maria Martinez, and Gainsight CEO, Nick Mehta, discuss strategies to make sure your company beats the odds. As companies shift from being reactive to proactive, customer success has never been more important. Hear Maria and Nick discuss the most core elements of
Discover how Gainsight PX provides a product engagement and analytics tool with faster time-to-value, more extensive user analytics, and superior in-app engagement when compared to Pendo.
Originally published on inSided.com on July 29, 2020. “Do you have any advice for Community Managers that run into negative sentiment or negative feedback?” – everyone It’s an age-old question in the community world, really. Time and time again we get asked this, or hear worries from companies looking into an Online Community Platform. Companies often don’t