Jan
27
Customer Success Marketing is a 2015 Priority As we kick off 2015, one of the areas that the Gainsight customer and extended community will be working on the most is effective communications and customer touches, at scale. Regardless of whether your company has a low- or no-touch model and you...
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Dec
05
I joined Gainsight over a year ago (wow, time flies). From the get-go, I was super impressed with what the product was able to, especially when the “old way” of doing things was all too familiar. In every company that I’ve ever been a part of, account management teams had...
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Dec
01
How to Determine the Best Customer Success Manager (CSM) Ratio When planning a Customer Success Management organization, or just trying to prepare your budget for the coming fiscal year, the question that always comes up is "What is the ideal ratio of Customer Success Managers (CSMs) to the number of...
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Nov
24
Customer Success: Who Owns Upsell and Renewal? When it comes to Customer Success Management, the question of "Who owns Upsell and Renewal?" comes up quite frequently. That question is generally followed closely by "how do you structure CSM compensation if they handle upsells and renewals?" Well, the short answer is...
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Nov
20
The Secret of Low-Touch Customer Success One of the things that the SaaS model almost always leads to is a long tail of low-revenue, generally self-service customers. You often see the term low-value used, only to indicate the relative financial value of those customers, but words are important, and how...
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Oct
22
How to Optimize your Board, Staff, and Customer Success Meetings If you're a VP in charge of retention or renewals/upsell, there are several meetings on your monthly calendar that I know you'd LOVE to make more productive. What if I told you that I have a few tricks that can...
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Oct
10
On behalf of the entire cloud team at Bessemer Venture Partners, we are thrilled to be joining the team at Gainsight as investors! Since the very first publication of Bessemer’s 10 Laws of Cloud Computing, one thing has been very clear and we say it repeatedly: “the single biggest driver...
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Oct
01
Customer Success Priorities: Customers, Experience, Product We covered the 7 Laws of Customer Success, but to give a little bit of context to those laws, here are the three key priorities for Customer Success Management (CSM) organizations. This list is to help you understand the higher order issues at play...
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Sep
30
The laws of physics are presumed to be immutable; bodies at rest tend to stay at rest and all that. Well, the laws of Customer Success may not rise to the level of immutability, but if you take them for what they are – directionally accurate and, in many cases,...
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Sep
25
Customer Health Scoring: Misunderstandings, Myths, & Truths Customer health scoring is such a hot topic (one we've covered several times before), and fundamental to success in our recurring revenue and subscription world, that I thought I'd try to shine some light into the dark corners of confusion I've been seeing...
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