Apr
08
One of the most exciting parts of working in Gainsight's Customer Success Operations team is getting a sneak peek at new features and functions as our product team rapidly innovates. We are our own harshest critics - I love giving the product team feedback as I run the Gainsight platform...
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Apr
06
Originally published on inSided.com on April 6, 2021. In Episode 10 of The inSide Scoop on Customer Success, we tackle a very important topic: customer conversations. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to Steve Sanchez, VP of Customer Success...
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Apr
02
There is nothing better than “geeking out” with fellow CS Ops people. Much like Customer Success five years ago, we’re still figuring out how to define excellence. I’m fascinated by the tactics, the priorities, and the structures, and I know how valuable those insights are to other folks also building...
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Apr
02
Have you ever heard the one about the client that “was a little different than your other customers?” In the Customer Success world, this scenario has become a bit of a joke. Indeed, we even wrote a parody song last year about this (“every client’s like a snowflake”). So when...
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Mar
31
Originally published on inSided.com on March 31, 2021. This is a guest post by Marley Wagner, Senior Director of Marketing & Services at ESG Customer Success as a Service® (CSaaS). Customer Success and Product teams share a pretty important goal: making sure customers find value in your product. One way both groups...
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Mar
26
According to Wikipedia, a “false dichotomy” is: a type of informal, correlative-based fallacy in which a statement falsely claims or assumes an "either/or" situation, when in fact there is at least one additional logically valid option Examples include: “You’re either with us or against us” (seems like there are more...
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Mar
25
In the last 12 months, we have all seen more television than we likely care to admit. Deloitte’s recent Digital Media Trends survey indicates that consumers who subscribe to a paid service now pay for five accounts, up from three before the pandemic. Peacock, HBO Max, Quibi (RIP) all launched...
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Mar
18
At first glance, there isn’t much overlap in product marketing and customer success teams’ day-to-day responsibilities. They usually sit in different areas of the org, report to other functional leaders, and are held to unique success measures. However, the roles of product marketing and customer success are far more alike...
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Mar
16
We just finished our first completely-virtual company kickoff at Gainsight—Outcomes 2021. We think many were naturally dreading the idea of 2 days of video meetings, but it turns out the team knocked it out of the park. One Gainster remarked, “this is the best kickoff we’ve ever had—better than any...
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Mar
08
Late last year, just a few days removed from the Thanksgiving holiday here in the US, we shared some exciting news with our community. Gainsight had just secured a new investment from Vista Equity Partners(Vista), widely recognized as the leading investment firm in enterprise software, data, and technology. To say the least,...
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