Jun
16
There's been a ton of conversation in the past several years about the technology buying power shift from the CIO to the CMO. The arguments supporting this claim are that a) marketing has the budget, b) SaaS has expedited application time to value and c) organizationally, marketers are building "full...
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Jun
03
We've spent a lot of time and energy in the past couple years helping to provide some insights and best practices into the practitioner side of Customer Success Management. We’ve had lots of discussions about how to hire and compensate CSMs, how to score customer health, how to manage your...
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May
21
Once upon a time, in a world far away there was a CEO that wanted to share some child-like joy with the world! Weeks and weeks on end at home can take a toll on anyone, but it’s been the right thing to do for our communities. Give your brain...
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May
19
Today is a special day for the Customer Success industry. We announced that Gainsight has been named by Gartner a 2014 Cool Vendor for CRM Sales. This recognition is more than validation of our efforts as a vendor in this space; Gartner’s decision represents broader validation from the industry’s leading...
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May
14
In the previous post in this series on the Business Benefits of Customer Success Management (CSM), I talked about Preserving Revenue by improving customer retention and lowering churn. Now I want to look at the third business benefit Forrester cites in their report “An Executive Primer to Customer Success Management."...
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May
13
In the previous post in this series on the Business Benefits of Customer Success Management (CSM), I talked about Revenue Expansion (up-sells, price increases, etc.) and how the data-driven nature of CSM can significantly drive top-line revenue growth. Now I want to look at the second business benefit Forrester cites...
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May
12
In the first part of this series on the Business Benefit Of Customer Success Management (CSM), I talked about who benefits from CSM and how the ROI is measured from having a CSM organization. Now I want to dive into the first business benefit Forrester cites in their report “An...
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May
11
Customer Success Management is good for business, and Forrester confirms this in their report “An Executive Primer to Customer Success Management." But what exactly is the business benefit of Customer Success Management? Why is it good for business? Who Benefits The Most from Customer Success Management? First, let’s explore what...
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May
07
Customer Success is a massively-disruptive movement in the Subscription Economy for one very simple reason; Customer Success is good for business. Especially subscription businesses. Finally, what we at Gainsight have known to be true, and what we’ve been sharing, promoting, and preaching - and, frankly, have built our own business...
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Apr
24
Having personally helped hundreds of Software-as-a-Service (SaaS) companies scale their businesses over the last 5 years, I can say without a doubt that being truly focused on Customer Success is the key to creating real business value in 2014 and going forward. I’ve witnessed first-hand how Customer Success is the...
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