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How We Stopped Using Spreadsheets to Track Important Company Metrics
Noha Khan is on the Business Operations team at Gainsight Note, this use case is dependent on custom fields added to the Call to Action object. If there’s one task that cannot be avoided in an...
View ArticleWhy Customer Success Matters Just as Much as Sales
Understanding the importance of the professional enablement of their sales teams, many forward-thinking companies invest heavily in helping their salespeople develop more skills and talents on a...
View ArticleHow We Segmented Our Company – Not Just Customers
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...
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A Guide to Customer Success Across Europe
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...
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How We Run Our Customer Reference Process through Gainsight
Will Robins is on the Business Operations team at Gainsight and leads Customer Marketing. Noha Khan is on the Business Operations team at Gainsight. A crucial part of the sales process is building the...
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Why your team members are your clients, too
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....
View ArticleThe Future of Customer Data is Bionic
If you haven’t had a chance to read about the advanced technology of our Winter release, I strongly urge you to go through this blog post by Karl, our VP of Products. But if you have, you are likely...
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How We Drive Success with High-Touch Customers Using Gainsight
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...
View ArticleFive tenets of Technical Account Management
This post originally appeared on RedHat.com Many service and subscription-based enterprises today have some version of a Technical Account Management program. For most organizations, Technical Account...
View ArticleWe need to talk about what I did in the server room
As most of you know, at Gainsight we strongly believe in radical transparency. That’s why we share everything—wins, losses, finances, board feedback, strategy, and more—with every Gainsight teammate at...
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Value-Based Care Is Customer Success
I had to have an ACL replacement last year. I somehow managed to hike out of the Grand Canyon on a fully torn knee ligament! I don’t recommend it. But when I finally arrived in the operating room,...
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Only use one NPS survey? You’re doing it wrong!
“It’s pretty amazing how every single time a customer is happy and decides to expand with us, every VP is taking full credit. But when a customer is churning they mostly turn to me with a sad face.”...
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Aligning with Partners On Customer Success
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....
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In defense of bonkers after-hours events at tech conferences
Here’s a fun experiment: Go to your manager or your company’s finance team and ask them to bankroll your ticket to Coachella or some other music festival. I’m betting they’d laugh you out of their...
View ArticleThe EMEA Customer Success Movement: 6 Months of Observations
Dan Steinman is the Chief Customer Evangelist, EMEA at Gainsight. I have been in Europe now for six months preaching the gospel of Customer Success, networking with anyone who would let me buy them a...
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Delivering Exceptional Customer Experiences
The enterprise software industry is in the midst of a transformation that is redefining licensing models, time to value expectations, and the delivery of services. The shift to subscription based...
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Perfect Data Is a Myth. Waiting to Get Technology Is a Mistake
As Chief Customer Officer, I consider it a fundamental part of my job to work with Sales to ensure that we don’t sell to customers that aren’t ready for our product. We’ve obsessed over our pre-sales...
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Welcome to my Customer Success Org: Domenic Armano of FirstFuel Software
FirstFuel Software is a pureplay SaaS company specializing in cloud-based business customer engagement for energy providers in North America and Europe. Their software helps over 30 energy providers...
View ArticleEvangelism Isn’t the Solution
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...
View ArticleHow to Use This Awesome NPS Calculator
In case you haven’t seen it, we built a pretty cool website that can automatically calculate some of the most common metrics you’ll need to benchmark in the course of your day-to-day job in Customer...
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