“Why should my Customer Success (CS) teams think marketing?” That’s a question I often hear from CS leaders. My short answer is that CS must evolve with the customer experience, and the experience is more digital and personal than ever before. Marketing wrote the book on digital and personalized engagement (with prospects), so “thinking marketing” for
If you’re a Revenue leader, chances are you care about two pretty straightforward things: 1) acquiring new customers and 2) selling more to existing ones. But when it comes to the latter, very few Sales execs are completely confident they aren’t leaving money on the table somehow. Whether they missed an upsell opportunity with a
This post was co-authored by Kelly Dehart. Revenue leaders who own both renewals as well as new business recognize that managing renewals is a completely different beast. From forecasting to managing KPIs, the renewals motion requires a fundamentally different approach. But what exactly makes managing a renewals business unique? We outline five key differences: 1.
Since the beginning of business, we’ve been on a journey to accurately evaluate and predict customer needs. For people in Product, delivering products your customers love is just one of the challenges. You then have to optimize users’ ROI, increase adoption, and accurately discover your customer journey bottlenecks. Which features bring the majority of revenue? How
Originally published on inSided.com on August 5, 2019. In a world where both grabbing, and keeping, a customer’s attention is becoming increasingly difficult, companies are constantly on the lookout for the most innovative and interesting ways to increase customer engagement. But what does that really mean? How does an increase in customer engagement improve the
This post was co-authored by Elliot Hullverson. As a member of our Customer Success Operations team, our Client Outcomes Managers (COMs) are my #1 customer and it’s important to me to drive consistent outcomes for them (the same way they drive outcomes for their customers). So, I really take it to heart when I can’t
Every week, I remind myself that a customer is not a company—they’re individuals. We tend to view customers as teams and organizations, personas and segments, but a customer’s actions come from their personal, human experiences. A customer is a person. Usually, the only practical way to send messages to customers is through a 1-to-many communication. A
Meet Hank—a 6-year old basset hound who loves to play fetch, howl for no reason, and get all the belly scratches. Hank is also a treasure trove of understanding about product analytics and feature usage. Don’t worry, this article is more than just cute pictures and GIFs of Hank (although I’d argue that might still qualify
So your free trial period is up… what happens next? Earlier this quarter we introduced the option to evaluate our Gainsight PX offering by starting a 15-day free trial. A huge driver for our free trial was feedback from our prospects and customers. They preferred to evaluate software by trying it themselves before buying it.
This article is Part 2 in a two-part series that will help your product team find the right metrics to improve and demonstrate business impact. Read Part 1 (Stop Using the Wrong Product Metrics: Valuable Metrics Framework) here. In my previous article, I discussed why product metrics sometimes don’t deliver business value, and I discussed