We’ve all been there. After months trying to convince colleagues, “Let’s do it right this time,” finally, everyone agrees to invest in a cross-functional B2B customer experience effort. We get everyone in a room together for a couple days. Post-it notes are everywhere, laying out our customer journey map. Several pots of coffee later, we
The critical role played by customer success (CS) teams is well known, as is the importance of the customer success software powering these teams. But, could thinking about customer success software as a category be leading us down the wrong path? If I was to tell you in 2009 that in just a few years
If you’re familiar with HubSpot, then the word that probably comes to mind is “inbound.” Inbound marketing was the concept upon which we founded HubSpot: that outbound, interruption-based marketing was going extinct, and instead of interrupting people to get their attention, you needed to start attracting an engaged audience to grow bigger and better. From
Boards are evolving—and thank goodness for that! The pace of business has accelerated and industries are transforming. Boards are realizing they must change as well and will only be successful with diverse perspectives. In parallel, the board meeting agenda is shifting. Six years ago, people didn’t present about customer success (CS) in the boardroom unless
This post was co-authored by Lisa Ashcraft. In 2018, the average company spent $343,000 on SaaS. In this same report, it was also determined that the average business employee uses eight different SaaS tools to do their daily operations. Who are the people that most directly make these systems work every day to drive our businesses?
I love playing professional matchmaker. It’s my favorite part of business. I’m sure if I were born 100 years ago in my family’s native home of Gujarat, India, I would be the annoying uncle always trying to set people up in relationships. But my modern, software company version of that urge manifests in helping link
Customer success has taken the business world by storm, and not just in tech and SaaS. CSM is one of the fastest growing jobs worldwide across industries and geographies. Check out this State of Customer Success report based on LinkedIn data—you’ll see it’s a good time to be in customer success. As a company, Gainsight’s
Every meeting I have with leaders about customer success starts pretty much the same: “Nick, before we get started, I want to let you know that our business is a little different from most typical companies.” The myth of the unique business model Maybe you’ve heard this from your clients and partners as well. And
The business-to-business (B2B) industry has recently undergone a massive evolution. In the past, a small number of behemoths dominated the market, but today, innovative brands of all sizes are competing in this large and dynamic marketplace. In order to stand out from the rest, B2B companies have to earn customer loyalty and constantly improve their business solutions
Originally published on inSided.com on September 25, 2019. Great customer support is an essential element of success for every B2B organisation. Any support query coming in is about more than the one-off effect of solving a customer’s problem. In truth, it’s actually about creating (and maintaining) long-lasting relationships between you and your customers. It makes