Apr
02
One of my favorite Customer Success sayings is: "Not only is the customer not always right, they're almost always wrong." When Dan Steinman, Chief Customer Officer here at Gainsight, came up with that saying, he did so to be provocative and to make a point. Now, to bring it back around...
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Mar
31
If you've ever had - or ever will have - turnover in your Customer Success Management organization, this article will help you improve the transition from one Customer Success Manager to another, ensuring your customers have a seamless, painless experience. In the Customer Success industry, we frequently talk about nailing...
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Mar
30
When I talk about reducing churn through Customer Success Management, to really drive the point home I'll mention both Customer Retention and Renewal. This always raises a few eyebrows (which is why I do it) and prompts the "wait, aren't those the same?" question. They're not... and here's the logic...
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Mar
23
I'm fortunate to have the great privilege to get to speak to lots of groups of Customer Success professionals. I'm brought in as the expert but, as often as not, I learn just as much as they do. It's truly one of the most enjoyable things I get to do...
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Mar
16
The CIO. Steve Jobs was adamant about not wanting to take Apple into the enterprise business because it would mean, "we would have to deal with 500 orifices called CIO's." I'd like to think things have moved on – Apple has now made a huge move into the corporate sector and...
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Mar
02
As a die-hard Pittsburgh sports fan, I’ve learned to avoid the 617 area code Boston region in the months following their regular inevitable sports championship of one kind or another. Furthermore, with near-all-time-record February snowfall, this month wasn’t the ideal month to convince a California transplant to come visit the...
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Feb
09
Last Thursday was the first (of many, I hope) SaaStr Annual conference in San Francisco and it was awesome! From the venue, to the "between two ferns" interview setup, to the fact that CEOs from some of the hottest companies - including current Gainsight customers Box, OpenDNS, MobileIron, and Influitive...
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Feb
05
One of our core values at Gainsight is Success For All – we believe that success for our stakeholders—whether our customers, teammates, or shareholders—comes with a sincere focus on continuous learning, selfless teaching and making a difference in each other’s lives. There’s nothing more rewarding than seeing Success For All...
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Feb
01
Let me get something out of the way upfront. I am not a Patriots fan. Not. At. All. As a lifelong, diehard, many-screws-loose Pittsburgh Steelers football fan, I couldn't be further from the Brady Bunch fan club. In fact, as my team has constantly been toyed with and tortured by...
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Jan
29
Even though SaaS company leaders commonly believe that well-trained customers would have high adoption rates, achieve better outcomes, and renew at higher rates, many of these same companies do not offer customer training during the on-boarding process. How can this be? If it is so obvious that training will help...
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