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Accenture is a leading global professional services company, providing a range of services and solutions in strategy, consulting, digital, technology and operations Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 435,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
Coastal Cloud helps high growth businesses improve retention and increase revenue by building world-class Customer Success organizations. Coastal Cloud is a modern business and technology consulting firm that has partnered with 360+ clients to deliver transformational results. A proud Gainsight and Platinum Salesforce Partner, our Customer Success Solutions help our clients improve retention and increase revenue by building world-class, outcome-oriented Customer Success organizations. Our services span the full lifecycle of needs: The Journey Ensure your customers achieve their desired results and have a positive experience working with you. Journey services focus on “first things first” to establish the right strategy and charter for your CS org and make sure key programs like on-boarding and renewals are efficient and effective: Customer Success Strategy & Charter Customer Journey Analysis & Design Segmentation & Engagement Strategy The Team Build and enable a high-performance organization. We’ll collaborate with CS leadership on defining roles, responsibilities, and playbooks for partnering with sales, marketing, and product: Customer Success Team Organization Planning Change Management Cross-Functional Alignment The Operations Build data-driven, scalable programs that predictably deliver results. Operations services focus on what you measure, how you measure, and implementation of scalable tools and technologies: KPI Definition & Measurement Approach […]
CSM Practice is a boutique consulting firm which provides high quality services in the areas of customer success. We help customers in creating excellence in customer experience through management consulting, certification programs and customer success systems. We pride ourselves in not only defining a strategy, and the processes, systems and people needed to execute it. We take the time to see our customer success plans through its execution and placement in operations, to ensure those are tailored to our customer’s specific needs and therefore adopted well in their organization.
Delivering a Holistic Customer Success Methodology – From Buyers Journey through Customer Journey to Advocacy & Infinite Renewal Customer Success LLC, along with our Technology partners Gainsight, ROInnovation, Komiko and Influitive, helps organizations by applying our strategy, along with tactical execution to realize the full promise of Holistic Customer Success. Launched by industry thought with track records of exceeding Client Objectives. From Consulting/Advisory Engagements to Fractional CCO Relationships, we do this by bridging the outcome of Customer Success – Successful Customers – beyond retention and share of wallet – to true influence of the buyer’s journey. Measureable results include increased sales efficiency, greater margin, effective onboarding and a customer experience that results in raving fans – Customer Advocates. Properly Executed, CSLLC’s strategy to revenue faster, dramatically impacting EBITDA and Valuation. What differentiates us? We do not come from the vendor side of the equation rather from conceiving and delivering leading edge Success, Experience, Success and Advocacy with rave reviews: “His ideas tend to anticipate the needs of the greater market by years”. Mark Organ, CEO Influitive “His belief in the power of the customer and how it impacts business is leading the way for his company and also helping other companies be […]
Insight Venture Partners is a leading global venture capital and private equity firm investing in high-growth technology and software companies that are driving transformative change in their industries. Insight Venture Partners is a leading global venture capital and private equity firm investing in high-growth technology and software companies that are driving transformative change in their industries. Founded in 1995, Insight has raised more than $18 billion and invested in over 300 companies worldwide. Our mission is to find, fund, and work successfully with visionary executives, providing them with practical, hands-on growth expertise to foster long-term success. Across our people and our portfolio, we encourage a culture around a core belief: growth equals opportunity. For more information on Insight and all its investments, visit www.insightpartners.com or follow us on Twitter @insightpartners.
Satrix Solutions Delivers Customer Experience Programs to Improve Satisfaction, Retention, Expansion & Referrals. Satrix Solutions is a consultancy dedicated to furnishing our clients with insights they rely on to improve their products and services, differentiate from the competition, and scale their business. As experts in Voice of the Customer strategy, our consultants capture the true sentiment of your customers -pinpointing specific actions that will drive the greatest return on investment for your efforts. The insights we deliver enable your leadership team to focus on those activities and improvements most likely to engender satisfaction and loyalty. We enable you and your team to focus on the things customers care about most, instead of overloading the organization with too many initiatives. Engagements are customized to the unique needs and goals of our clients and include: expertly designed customer experience programs that follow best practices and avoid common pitfalls, robust reporting and recommendations for continuous improvement, educational materials on the actions employees can take to strengthen relationships, and benchmarking and trend analysis to evaluate ongoing performance. Companies that don’t possess a deep understanding of what drives value for their customers risk losing market share to those that successfully align their offering with the […]
ServiceSource engages throughout your customer’s journey to find, convert, grow and retain more revenue. ServiceSource International, Inc. (NASDAQ:SREV) helps the world’s leading brands grow closer to their customers. As the global leader of outsourced inside sales, customer success and recurring revenue growth and retention solutions, ServiceSource is trusted by enterprise and fast-growing companies in the hardware, software, cloud, medical devices and industrial IoT industries to find, convert, grow and retain customer relationships and revenue. ServiceSource utilizes its nearly 20 years of experience to empower more than 3,000 business growth professionals speaking 45 languages in more than 170 countries to drive meaningful revenue expansion.
We Help Technology Companies Achieve Subscription Success Waterstone is a boutique management consulting firm that focuses exclusively on helping technology companies succeed. We specialize in driving growth through subscription excellence by applying analytical rigor and proven Customer Success practices tuned to your business. Whether you are a software or hardware company, with products that were born in the cloud or based on legacy licensing models, we can help: Design and operationalize a differentiated customer experience with an immersive, cross-functional approach Transform your sales and post-sales services and support operating and business model to thrive as a subscription business Launch or transform your Customer Success team to focus on customer value and proactive adoption Drive strategic upsell and cross-sell with proven segmentation, analytics and playbooks Design digital CSM and scale touch programs to engage with the long tail of customers Create converged subscription offerings and develop strategies to monetize Customer Success We engage with companies on their terms: from chartering and driving comprehensive transformational initiatives to quick-hit diagnostics that deliver rapid results.
Helping B2B Companies Harness the Power of Customer Feedback in Action: Visualize the voice-of-the-customer at scale to transcend merely measuring NPS. Improve customer experiences and success. Waypoint Group delivers custom tailored B2B action plans that make sense for each client with unique and specific needs. We partner with your team from the C-Suite to customer-facing employees to increase the engagement from all sides, ensuring maximum impact. We know time is money, so we leverage our years of experience to help craft communications, deploy customer feedback, and analyze the data in a short but manageable time frame. We quickly identify KPIs and provide recommendations so you can act promptly, too. Take a look at some of our B2B customer experience consulting services below. Consulting Services Communication Framework Closed Loop Practices Customer Segmentation Financial Linkage Executive & Front-Line Training Win/Loss Analysis Customer Feedback Design Analytics Customer Journey Mapping Turn Analysis into Action Develop your offerings Move the Needle Activate Your Promoters
Influitive’s AdvocateHub helps brands engage customers to accelerate sales and increase customer value by discovering, nurturing and mobilizing their advocates. Amplify your Advocacy efforts with Influitive.Influitive gives Customer Success teams a scalable way to continually build stronger relationships with hundreds or thousands of customers to drive long-term satisfaction and advocacy. Our integration with Gainsight helps CSMs gain added insights into their customers’ overall engagement and satisfaction levels. Then, this data can be used to automatically serve up resources that will ensure their customers’ continued success—or content that will help struggling accounts get back on the right path. With this dynamic integration, Customer Success teams can:— Use Gainsight data to source potential advocates for their AdvocateHub program— Use changes in health score to automatically send helpful resources to at-risk accounts via the AdvocateHub— Automatically present high NPS scorers with opportunities to advocate for the company via the AdvocateHub— Adjust health scores based on advocacy activities
Enhance the customer experience by harnessing one of your most powerful datasets on customer engagement: email. Amplify your Customer Experience efforts with Komiko. Komiko provides People Insight for Gainsight. Your team’s email interactions with your customers are an extremely important factor in the health of any managed account. Within Gainsight, Komiko allows you to track, search and visualize those interactions, create engagement plans by customer segment, and monitor their execution. Komiko can power: — 360 degree people engagement graph from within the Customer 360. You can easily find any email, meeting and attachments exchanged with the account. Supported by full text search across all emails, meetings and attachments. No need to ask people for information or try to find it in your Salesforce — Augment Gainsight’s health score with actionable engagement data. Komiko monitors your recorded engagements automatically, and maps your customer health data based on the patterns it discovers through machine learning analysis. This analysis allows Komiko to add people-engagement-driven measures that boost the quality of the health score. Komiko can create CTAs within Gainsight that will guide your team to take action. — Recommended engagement methods. Komiko analyses your past won/loss renewal opportunities. It associates emails, meetings and […]
Pendo provides insight into usage of digital products to educate and guide users for greater product engagement, retention and growth. Amplify your Product Adoption efforts with Pendo. Customer success teams are often tasked with two important “initiatives.” First, retaining and growing the customer base. Second, onboarding customers to accelerate time to value. Gainsight and Pendo help customer success teams do these key jobs more effectively. — Jaine, a CSM at a SaaS company, needs to understand with greater confidence which customers are at risk of churning. By using Pendo, she now can see how often users in a particular account are engaged with the product, and specifically where users are finding value and frustration. By understanding product usage and sentiment, Jaine can better assess customer satisfaction and renewal risk. By passing these insights via an easy integration into Gainsight, she can now can set up workflows to alert her to take actions when certain product usage thresholds are not met. — Rina, a onboarding specialist at Fortune 100 software company, is tasked to onboard her company’s SMB customers. To ensure that it’s done effectively, she uses Pendo’s in-app guides to deliver an onboarding tour of the product. Additionally, she can […]
ReferenceEdge is a 100% native Salesforce app, purpose-built to manage customer advocates and automate the customer reference process. Amplify your Advocacy efforts with Point of Reference. More than ever, the voice of your successful customers is critical to the growth of your business. When a customer is excited to share their success story on sales calls and via webinars, their value to your company increases tenfold. While the marketing team may be charged with publicizing those stories, the customer success team has critical insights into the customer’s health. Integrating Gainsight with the only 100% Salesforce native customer advocate management solution, ReferenceEdge, makes for a powerful alliance. With the integration, your teams can: — Maintain complete, up-to-date customer reference information for use by Sales and Marketing — Leverage customer reference activity as part of your Health score in Gainsight. An uptick in reference activity or nomination within ReferenceEdge feeds into the Health score calculation. — Use trends in Health score to update customer reference status. A drop in Health score automatically deactivates a referenceable account from consideration for reference activities. — Access complete customer reference profile information from within Gainsight The integration between ReferenceEdge and Gainsight ensures both teams’ activities are […]
Activating the Voice of Your Customer Through Customer Success Amplify your Advocacy efforts with RO Innovation. RO Innovation is a leading customer advocacy platform designed for sales enablement. 9 out of 10 of the largest software firms in the world use RO Innovation. The platform helps Sellers close deals faster and more profitably by “spoon feeding” the right customer reference assets in tandem with the right marketing content at the right stage of the sales cycle. It also provides Marketing and Customer Success teams centralized intelligence of which customers are impacting revenue, which customer relationships are in jeopardy, and provides teams with the key metrics and analytics they need to validate the revenue influence of the voice of the customer. Customer Health can change on a dime. When it does, you want to ensure an unhappy customer isn’t offered up as a reference on a deal that’s at the tipping point of closing tomorrow. Conversely, when a stellar customer reference is impacting the business and helping drive revenue, it should boost the Health score. The RO Innovation-Gainsight integration has a custom object linking Customer Success and customer advocacy efforts in key ways to drive value. With the integration you can: […]
Skilljar is a leading customer training platform for companies to accelerate product adoption and increase customer retention. Amplify your Product Adoption efforts with Skilljar. Skilljar’s award-winning customer training platform empowers Training and Enablement teams to successfully onboard, engage and retain customers. The product is much more than a learning management system (LMS) – it’s purpose-built for customer and partner enablement, and designed to seamlessly integrate with the business systems used to track and measure revenue and customer activity. Enterprises use Skilljar to serve their customers beautiful training experiences that look and feel like a natural extension of their brand. Features include a best-in-class student experience, payments engine, social certifications, advanced analytics, and integrations with Salesforce and Marketo. By integrating Skilljar’s customer training platform with Gainsight, businesses can leverage customer training and engagement data as a key determinant of customer health and product adoption. The integration drives powerful insights about individual user and overall account education by incorporating Skilljar activity into Gainsight health scores. Joint customers can create playbooks around key learning behavior, and trigger Customer Success teams to think about training as an agent for product adoption. For example, notify your team when a new customer hasn’t yet enrolled in […]
TechValidate by SurveyMonkey captures and transforms feedback from customers into compelling case studies, testimonials, and statistical proof. Amplify your Advocacy efforts with TechValidate. Customer success teams are often asked to write and produce customer stories as they build relationships with key customers, but lack the bandwidth and marketing expertise to create the case studies sales and marketing need to drive growth. With Gainsight and TechValidate by SurveyMonkey, companies can capture and share the moments of delight that Customer Success teams experience all the time without unscalable burden of documentation on those teams. Mutual customers simply use Gainsight’s CoPilot to create fully or semi-automated emails and include a public link from TechValidate in the copy. Once the chosen customer clicks on this link to answer the survey, TechValidate captures the timely customer feedback. The feedback goes right into TechValidate, and the application immediately transforms it into polished case studies, testimonials, and customer reviews that are ready to take to market. By using TechValidate and Gainsight together, customers can dramatically increase the number of customer stories for marketing and sales, and speed time to market with this new social proof.
Harness the power of B2B Customer Feedback with the voice-of-the-customer captured and visualized for action. Amplify your Customer Experience efforts with TopBox. A SaaS-based B2B Customer Experience / NPS / Voice-of-Customer (VoC) / Customer Insight and Action solution, TopBox helps B2B companies strengthen and optimize their complex set of customer relationships. Since the “customer” in B2B firms consists of multiple contacts and personae (roles such as Decision Makers, Influencers, and End Users) within a variety of different account segments and experiences (e.g. high-touch / low-touch / tech-touch), TopBox engages the right customer contacts to provide the right feedback at the right time. TopBox goes beyond merely measuring NPS to enable front-line CSMs and account teams to visibly see what’s working and not-working within their individual accounts, while also connecting cross-functional leadership with insights to drive the right actions across the company to improve customer experiences and success for retention, expansion, and best-fit. Round-out your Gainsight Customer 360 and ensure the optimal CTAs and playbooks are executed with customer feedback, visualized.
UserIQ helps SaaS companies improve end-user adoption and time-to-value through in-app guidance and user-level intelligence. Amplify your Product Adoption efforts with UserIQ. The decisions you make about how to engage with your customers can only be as useful as the data you have available. Gainsight gives you the ability to track customer health by account and monitor an early warning system against potential churn. With Gainsight’s ability to recognize churn risk, you also need real-time user intelligence in order to trigger meaningful engagements that support customers at each stage of the journey, decrease time-to-value (TTV) in onboarding, and encourage movement toward expansion and advocacy. UserIQ supports your Gainsight data with in-depth user-level intelligence because we know how important it is to understand your users, not just your accounts. Examples of value of the Gainsight and UserIQ integration include: Connecting UserIQ with Gainsight, Salesforce, and Zendesk. Pull historical data from multiple sources into UserIQ and push new data back to Gainsight for a 360° view of each customer that’s always accurate. End-to-end visibility into the customer journey. Know where each user is in the customer journey from adoption and retention to expansion and advocacy. Gathering intelligence at the user level. Collect […]
WalkMe’s Digital Adoption Platform simplifies enterprise systems, SaaS platforms, websites and mobile apps for the overwhelmed user. Amplify your Product Adoption efforts with WalkMe. WalkMe is the pioneer of the Digital Adoption Platform (DAP) — an enterprise-class guidance, engagement, insights and automation platform. Powered by AI and machine learning, WalkMe provides an augmented product experience and the ability to track, understand and react to user behavior, ensuring customer retention and growth. WalkMe’s Integration Center allows you to bring important engagement data points and place them into Gainsight’s Customer 360 and Dashboards, so that your Sales, Success, Support, and Training teams can take action to drive conversion, retention and product adoption. Founded in 2011, WalkMe has grown to more than 500 employees in 7 global locations. Covering all major industries and spanning an expansive range of platforms and verticals, WalkMe’s solution is used by 1,000+ customers in 35+ countries, including more than 20% of the Fortune 500.
Wootric’s Enterprise Customer Feedback Management solution reaches end-users in-app to measure NPS, CSAT, CES and other insights. Amplify your Customer Experience efforts with Wootric. Wootric is modern software for measuring and boosting customer happiness. Wootric tracks proven CX metrics — Net Promoter Score, Customer Satisfaction (CSAT/PSAT) and Customer Effort Score — with high-response micro-surveys delivered via in-app web, mobile and email. Survey responses integrate seamlessly with Gainsight in real-time. View aggregate feedback and analytics in the Wootric dashboard where machine-learning provides insights from qualitative data that will drive retention and guide improvements to CX. See our 5-star reviews on G2Crowd and the Salesforce AppExchange. Wootric’s flexible, lightweight solution complements Gainsight by delivering next-level Voice of Customer insight to CSMs and aligning everyone in your company around end-user success. Wootric & Gainsight use cases include: — Enrich account health data in Gainsight with Net Promoter Score feedback from end users. Survey end users inside your product with in-app NPS surveys. See this critical VoC data in Gainsight. Analyze aggregate feedback in Wootric. — Gather end user feedback at customer journey points using Gainsight workflows. For example, trigger an in-app NPS survey 30 days before account renewal or an in-app PSAT survey […]
Customer Success Best Practices
You track the way your customers use your product. You engage them at different milestones. But did you know that how you reach out to customers at each stage of the customer journey can have a profound effect on product adoption? Do you know which features your customers find most valuable? Do you know how many licenses are in use? Do you know when and how to reach out to maximize their usage? And finally, are you working with end users to ensure they are hitting their success metrics? Nichole Richards, Director of Client Services at Rosetta Stone, and Tyler McNally, Director of Customer Success at Gainsight, will describe in detail how they work with customers to ensure that product adoption continues to increase. In this webinar, you’ll get actionable methods to boost adoption by: Intelligently mapping the customer journey Reaching out at the right time with the right message Tracking, analyzing, and understanding usage data to measure improvement
It seems like something from a different lifetime, but I still remember the old days when sales was all chalkboards, steak knives, and “gut feeling.” Okay, well maybe chalkboards were before my time. Also, I’m vegetarian and don’t really need steak knives. But gut feelings—those were definitely the name of the game back in the day! There was a time (and I’m dating myself here) when the prevailing attitude was that selling was an art—unquantifiable, non-systematic. Sales has gone through a “Moneyball” transition just like baseball—the art is still there, but the science has developed so much more. Fast forward to today. If you’re starting a new company, you often define your sales process, identify your key metrics, and set up your CRM system before you hire your first rep. That’s an important development because companies are now able to start testing and learning in their sales process at a much more rapid rate. The problem with the rock star seller who somehow just closes is that it’s not repeatable. It doesn’t scale. And it will stop working eventually and leave you with no answers and no way forward. But that’s a well known and broadly accepted premise—at least in […]
One of the best parts of my job as CEO of Gainsight is seeing individuals with responsibility aligned to customer needs moving up in their own personal careers. And one of the hottest trends in enterprise businesses is to appoint one person with end-to-end operational responsibility for Customer Success and Customer Experience. While the title may vary from company to company, the concept of a “Chief Customer Officer (CCO)” is becoming very popular. Whether you are an experienced CCO, sought out the big job, or got it handed to you, you probably don’t want to reinvent the wheel as you attempt to help your company become more customer-centric and grow faster in the process. As I talk to new or experienced CCOs, I often get the same list of questions. So I tried to document a set of resources that can help you get started or sharpen your team: Follow on LinkedIn Nick Mehta That’s yours truly. I share a lot of big picture stuff about the direction of the industry, along with occasional ramblings about football, physics, and philosophy. You can also follow my writings at mehtaphysical.com or me on Twitter @nrmehta. Allison Pickens Allison is Gainsight’s CCO. She’s a prototypical CCO in […]
If I had a genie, one of the things I would wish for (after more wishes and a Steelers Super Bowl win) is an extra month between the end of our current fiscal year and the start of our next.* It feels like every year, you go from the stress of closing strong to the new stress of starting from zero again. And if you’re like me, you stare at the $0 bookings amount on the first day of the new fiscal year and say, “How the heck am I going to make my number?” If you’ve been around as long as I have, you might feel nostalgic for the “old days” before SaaS. Making the number was still hard then (and dramatic) but the playbook was pretty simple: Hire reps Ramp reps Push reps If things fail, blame Marketing! But all jokes aside, as bizarre as the licensed software world was in some respects, the model was well-understood and could translate from company to company. And even though we are 15 years into the SaaS/cloud transition, most companies still run sales with an on-premise/license software mindset. Every bookings goal is about more “rep capacity.” But modern CEOs and sales […]
Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized. Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting. In this webinar, you will learn: The top three things every CS leader should include in their deck What board members really want to know about Customer Success How to blend metrics, tactics, and strategy into a seamless presentation And much more
Winning businesses have been paying attention to the customer’s experience for decades now. CX is a fundamental part of building a brand, winning repeat buyers, and engaging happy customers in your Sales & Marketing strategy. But CX is only one half of the equation. Happy customers with bad outcomes give you none of those benefits. In this exclusive webinar, Tiffani Bova (Global Customer Growth & Innovation Specialist, Salesforce) and Allison Pickens (Chief Customer Officer, Gainsight) will go in-depth on why there’s a clear distinction between customer experience and customer outcomes, and why both of them should roll up to an overarching Customer Success Strategy at your company. You’ll learn: Who owns the customer experience/outcome in a best practices post-sales organization How to consistently leverage great experiences and outcomes into increased upsell, cross-sell, and retention How to align with Sales & Marketing from early pipeline stages through closed-won, onboarding, and renewal How to dovetail the Buyer’s Journey to the Customer Journey to drive predictable growth And much, much more
“Before Gainsight, by the time we found out about a partner risk it was already too late. Now we can take a proactive approach to manage risk. It has saved us over $5 million in ARR since we implemented.” Continuum is an IT management platform that sells 100% through channel partners. Continuum’s partners are Managed Service Providers (MSPs) who provide IT & Security solutions to small and medium businesses around the world. The end-customers span a broad variety of business and industries, ranging from restaurants to boutique shops, doctors offices, libraries, and more. In this model, partners are the key lever for growing the business. Since contracts are not part of Continuum’s partner relationships, it’s critical to proactively manage the partner relationship and consistently deliver stellar results. By improving partner time-to-value, partner knowledge and training, and fostering partner success, Continuum is able to help their partners deliver Continuum products and solutions to the end-client more quickly. Download the case study to read the rest now.
Successful business relationships are a joint effort. But, when you’re working with a variety of Channel Partners, you’ll find that this is easier said than done. Every business has individual goals and with that, their own definition of what ‘success’ means to them. This infographic gives you a look at the motivations and expectations that come with three types of partner relationships: strategic, value added, and velocity. You can use these insights to create your own Partner Success Program and drive success for all constituents, from Vendors to Partners to Customers. In this datasheet you’ll learn: How to model your Partner Success Program Three types of Partner relationships Strategies and considerations distinct to each Partner segment How each Partner type views their offerings and your partnership How each Partner type approaches customers
As companies look to achieve sustained growth and profitability over time, they are investing in Customer Success organizations to help secure customer relationships and drive revenue expansion activities. Until now, early Customer Success pioneers have been left largely to their own devices to figure it out as they go. By leveraging TSIA’s Seven Steps to Customer Success at Scale framework, companies can ensure they have the right people, processes, and technology in place—supported by the right metrics and funding model—to ensure long-term success. The Seven Steps are: Define your Customer Success charter Secure funding for you Customer Success organization Establish Customer Success processes Use metrics to measure your Customer SUccess function Hire Customer SUccess staff with the right skills Develop the right Customer Success offers Implement the right Customer Success technology infrastructure