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... read more →
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... read more →
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... read more →
Before we get started, if you're an NPS purist, you need to know that I'm going to violate norms you hold near and dear in this article. I do suggest... read more →
Scaling Customer Success in your organization requires a mix of people, processes, and technology. And while that mix will be unique to your company, I've broken down the key inputs... read more →
Since Customer Success Management isn't just about reducing churn by retaining customers, but also growing their use of your product over time, I often talk about everything from churn mitigation... read more →
Allison introduced this framework for managing risks at Gainsight's annual Pulse conference earlier this month. We're making it available to the community for the first time in this blog post.... read more →
Customer Success is the new trend worldwide and many SaaS and non-SaaS companies are now discovering the challenge of global expansion. This is brand new territory for most businesses, with... read more →
Everyone in the Customer Success world is primarily focused on – in one form or another – monitoring and managing Customer Health. This is the one that everybody is talking... read more →
In the Customer Success world, the idea of handing-off a customer from one group to another is a big deal. Whether it's from Sales to Onboarding or Onboarding to Customer Success,... read more →
