Thinking About ROI and Technology As Gainsight’s Director of Customer Success Strategy, my core focus is helping prospects and customers document and clarify the business and financial impact of their Customer Success Organization. A lot of the time, the conversation is centered around how the Gainsight platform can help enable their teams to better manage
For the past 3 years, I’ve met many Customer Success evangelists. You know who you are. You go to all the Customer Success meet-ups. You’re well-versed in best practices for EBRs. You can talk all day about automated emails for your long tail of small business customers. I know what you’re thinking about, because I’m
This blog post was co-authored by Allison Pickens and Chris Doell. Allison Pickens is Chief Customer Officer at Gainsight. Chris Doell leads Customer Success for Cisco’s Cloud Security Division. Many thanks to Kelli Kirwin, now Director, Offer Monetization Office at Cisco, for her pioneering work in the area of Customer Success in the channel and
By Shirley Amsterdam, Business Operations Manager, and Noha Khan, Business Operations Analyst at Gainsight At Gainsight, we’ve divided our customer base into four segments based on key attributes. You can read more about our approach to segmentation in this recent blog post by Allison Pickens, VP of Customer Success and Business Operations. One of our
Allison Pickens is VP of Customer Success & Business Operations at Gainsight. Whenever I gather a few Chief Customer Officers together, our discussion quickly evolves into a group therapy session. Being CCO is a tough job. That’s because every great CCO knows that s/he has 2 sets of clients: external clients, and internal clients –
Introduction by Allison Pickens, VP of Customer Success & Business Operations at Gainsight In November, we held our second annual Pulse Europe conference. A few of us at Gainsight led workshops on Customer Success, but I think I learned as much (if not more) from the attendees about how to manage Customer Success in Europe,
This post was co-authored by Nick Mehta and Allison Pickens. Nick Mehta is CEO at Gainsight. Allison Pickens is VP of Customer Success & Business Operations at Gainsight. Rolling out company-wide segmentation was probably the most productive initiative that our executive team pursued in 2016. In this post, we’ve documented how we did it. What
Allison Pickens is VP of Customer Success & Business Operations at Gainsight. I remember when I joined Gainsight in January 2014. We were working in a loft above a bar, which shared our address on Castro Street. When clients came to see us, they would sometimes go to the bar, only to be directed by
Allison Pickens is VP of Customer Success & Business Operations at Gainsight. Will Robins is on the Business Operations team at Gainsight. Generating advocacy is one of the most important parts of the CSM role. Why is that? Advocacy reduces your cost of sales. Think about it: when your happy customers spread the word about
Allison Pickens is VP of Customer Success & Business Operations at Gainsight. Special thanks to Gaurav Kotak, Will Robins, and Elena Painter for contributing to this blog post. Customer Success leaders typically want to collaborate more effectively with other departments in their organization. Even though CS departments are accountable for the renewal rate in many