Dec
17
Companies that want a true competitive advantage in their marketplace must make their customer experiences a priority—but to do this correctly, you need data science. The customer today has more power than ever before. They have seemingly unlimited options and information when it comes to making buying decisions. Thus it...
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Dec
13
It wouldn't be a blog about Information Technology without posting this clip from "The IT Crowd," but those of us actually in the IT business know that this hasn't been the role of IT teams in modern companies for years now. It's still funny, though! The fact that IT has become...
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Dec
10
It’s been quite a year but we’re on the home stretch, folks. Before you say, “thank u, next” to 2018, check out Gainsight's top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018 ‘CSM & Product’ Is the New ‘Sales & Marketing’ You can’t...
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Dec
06
It's a tale as old as time—well, as old as, like, 2009 maybe. Customer Success was the new business buzzword, except it wasn't a passing fad. It was starting to gain real traction in companies like Salesforce and Workday. And a lot of CEOs were realizing they needed to get...
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Nov
15
Originally published on inSided.com on November 15, 2018. There are dozens of online community variations, and as the digital landscape grows and grows, the sheer array of online platforms that facilitate community building for brands, businesses and individuals keeps pace. On a smaller scale, many social media platforms offer great...
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Nov
13
Cheers, mate! The fourth annual Pulse Europe has come and gone and we feel pretty full of doughnuts, ice cream, and Customer Success best practices. Thanks to everyone that joined us for these two days (three days if you attended Pulse Academy Live) of discovery and fun. In case you...
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Nov
11
This post was co-authored by Allison Pickens, Will Robins, and Mickey Alon. It’s been three weeks since we acquired Aptrinsic, and we’re just now getting our heads above the waves of conversations and opportunities that the announcement spurred. One question that surfaced a number of times: as a company that’s...
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Nov
08
Roses are red. Violets are blue. NPS is a leading indicator for retention—except it's just not true. It's often taken for granted (even among long-time Customer Experience (CX) professionals) that Net Promoter Score (NPS) survey results correlate positively to retention. Sure, it may not tell you why a customer is happy...
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Nov
06
If I had to make a list of the things that preoccupy my thoughts, I think Executive Business Reviews (EBRs) would probably come in fourth, behind my family, my company, and the Fermi Paradox. And I think that's true for three main reasons: As someone who loves (and values) meeting...
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Nov
01
I am proud to have been on the Mergers & Acquisitions (M&A) team that helped bring Aptrinsic to Gainsight. The acquisition serves a need that we heard loud and clear from the market, and aligns to my own tactical experiences helping to scale a Customer Success organization. I transitioned into...
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