Allison Pickens is VP of Customer Success & Business Operations at Gainsight “My CSMs are overworked.” “They spend a ton of time on repetitive activities, but we’re not sure how to automate those.” “We want to email segments of our customers, but we can’t get access to the email automation system because Marketing manages it.”
Allison Pickens is VP of Customer Success & Business Operations at Gainsight. Last week, I wrote about how Customer Success can play a critical role in enabling cross-functional collaboration. This week, I’ll explore in detail one of those cross-functional processes: Onboarding Management. At Gainsight, our Onboarding team (which we call Services) is distinct from our
Allison Pickens is VP of Customer Success & Business Operations at Gainsight At the Chief Customer Officer Summit that we hosted several months ago, one of the group exercises was to imagine an ideal model for customer success, ignoring all practical constraints (and, of course, demonstrating the model through some kind of theatrical performance, in
Allison Pickens is VP of Customer Success & Business Operations at Gainsight Note to Gainsight Customers: This post contains links to Vault Assets you can import directly into Gainsight. We’re excited to unveil the latest innovation from our Customer Success incubator at Gainsight: a new framework for addressing risk, using a combination of Scorecards and
Customer success managers and leaders: Do any of these statements sound familiar to you? “The customer was upset during our kick-off because we asked them the same questions that the sales team had asked them before close.” “I’m not sure what Services actually implemented for this customer.” “No one scheduled the kick-off meeting yet; I