The Meeting Every now and then you have a meeting call that reshapes your world view. This past June on a Tuesday evening in Washington, D.C., I had one of those meetings. I was at an investor-hosted healthcare CEO event and had a chance to meet dozens of CEOs whose companies are changing the world
Thought leaders like McKinsey, Bain, Gartner, Forrester, and Geoffrey Moore have been vocal about the impact Customer Success can have on a company’s growth. In our own benchmarking study, we found companies experience an average 18-point growth improvement from Customer Success initiatives. There is a strong correlation between investment in Customer Success and exponential growth. But if the evidence is clear, why
This post was co-authored by Will Robins. A few weeks ago, I posted a message on LinkedIn: “To all Sales folks: I will be infinitely more likely to respond to your cold email if you offer to introduce me to a successful customer of yours in the initial email.” The post had more than 160,000
As CEOs, our job is to maximize the upside while protecting the downside. Depending on the phase of our business, the mix between fear and greed can ebb and flow. The good news is that Customer Success is becoming an important part of the strategy in all seasons of business, good or bad. That being
In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Jennifer Dearman (Vice President of Global Customer Success, Kronos) to understand the mechanics of delivering enterprise-level customer success. Jennifer has run several global customer success teams at enterprise organizations with wild success during her career. Prior to her position at Kronos, Jennifer served
In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Byron Deeter (Partner, Bessemer Venture Partners) to get his thoughts on the rise of Customer Success over the years and what it means for the future of business. Byron Deeter is one of the most well-known faces in venture capital, having led numerous
The rise of the recurring revenue model over the past decade has made the rise of the Customer Success industry inevitable. Now more than ever, business leaders need to understand how to transform their companies around Customer Success at an organizational, transactional, and—most importantly—fundamental level. To give a voice to this new, disruptive movement, Gainsight
Company Announces 167% Revenue Growth, Veteran Executive Hires and Promotion of Allison Pickens to Chief Customer Officer OAKLAND, CA – May 9, 2017 – Gainsight™, the Customer Success company announced today that it has closed a $52 million Series E round led by Lightspeed Venture Partners. In addition to participation from existing investors Battery Ventures,
Allison Pickens is Chief Customer Officer at Gainsight. Thanks to many Gainsters for building the processes described in this post and contributing to the writing of it – including Sridhar Gollapalli (Director of our Customer Success team in India), Sara Vaughan, Emily McDaniel, Will Robins and Devin Stevens. As I write this, I’m flying from
This post was co-authored by Allison Pickens. If you’re a Chief Revenue Officer, you wake up every morning thinking about how to grow faster. That will never change. But as your company shifts to a recurring revenue business model, the way that you grow must change. 10 years ago, you were thinking about the Pipeline