Comments for Gainsight Software

Comment on Understanding the Role of Customer Success in the Customer Journey by Suzzette Rabajante

Suzzette Rabajante — Fri, 23 Jul 2021 03:10:02 +0000

Good overview of what CSM responsibilities in each life cyle.

Comment on 5 Principles of Human-First Products by Vinodh Madhavan Kala

Vinodh Madhavan Kala — Thu, 08 Jul 2021 22:21:11 +0000

Nailed it. Human-First approach is missing in almost all products that we have today. It would change the perspective totally of a Machinized future. Very good thought process and I would love to try it out in the organization that I work for.

Comment on 7 Takeaways from CCO Organizational Structure Survey by Maria Funkhouser

Maria Funkhouser — Tue, 04 May 2021 11:47:50 +0000

Great article, I think that with a well defined Model of CS that you could actually charge as part of SOW. I think that if its defined, and you also define what’s “paid for services” as a continuation off the offering … maybe offering specialization in a specific area, you will logically help customers understand VALUE and what you pay extra for! We also have parts of our business Globally (EU,UK) where the customers do pay for services, so it also can vary country to country based on their experiences or past. Anything can change……

Comment on 7 Takeaways from CCO Organizational Structure Survey by Jack Johnson

Jack Johnson — Mon, 03 May 2021 19:22:38 +0000

Nick – Your CCO survey findings are very sympathetic with our own surveys and benchmark data.

Comment on Pulse Everywhere: The Biggest Pivot of My Career by Greg Sheldon

Greg Sheldon — Tue, 30 Jun 2020 19:12:13 +0000

Well done May, Thanks for sharing your experience from what was a live event to the virtual event you pulled off.

Comment on How I’m Using Gainsight To Plan For 2020 With My Board by Matthew Klassen

Matthew Klassen — Thu, 09 Apr 2020 19:07:45 +0000

In reply to A.J. Morris. That's our threshold for Gainsight customers' adoption. Each of our customers might have a different threshold for their own adoption scores, so it really depends on what's meaningful for them!

Comment on How I’m Using Gainsight To Plan For 2020 With My Board by A.J. Morris

A.J. Morris — Thu, 02 Apr 2020 18:40:33 +0000

Specifically in the 2. Health Score section, is 60% adoption rate the number you coach your customers to try to achieve?

Comment on How to Forecast Renewals by Janica

Janica — Mon, 30 Mar 2020 22:24:16 +0000

Very insightful read! I agree that data should be at the forefront of any business strategy. Employing machine learning as well as AI technology is definitely a key way to get ahead of the pack.

Comment on 3 Ways to Measure Customer Success Manager Performance by Thomas

Thomas — Mon, 23 Mar 2020 21:22:02 +0000

Good reading, much appreciated!

Comment on The Guide to Customer Marketing by Neha Sehgal

Neha Sehgal — Fri, 13 Mar 2020 07:55:28 +0000

Hey Will,
Really Good Read.
Customer marketing is an essential part of any business and if you do it the right way, your business can grow a lot.

Comment on The Path To Becoming The Most Important Member Of The Executive Team by Bruce Watermann

Bruce Watermann — Tue, 10 Mar 2020 22:35:28 +0000

Chris, this is such great insight. My Customer Support team at Blurb are the longest-tenured group in the company by far and often their insights into future products and promotions feel more like an afterthought than true input. But that is changing and I’ve made it a large part of my Operations strategy to make sure our customer-facing interactions bubble up fully through the organization. And by the way, congratulations on your new company..you’ve come a long way since your time as an intern at the first stages of Blurb!

Comment on 5 Positive Things SaaS CEOs And Leaders Should Do To Get Through COVID-19 by Jesper Andersen

Jesper Andersen — Mon, 09 Mar 2020 17:28:21 +0000

Very nice note, Nick. Couldn’t agree more. Thanks for taking the time to write this and sharing it outside the company as well. Kind Regards Jesper

Comment on 5 Positive Things SaaS CEOs And Leaders Should Do To Get Through COVID-19 by William Wilkins

William Wilkins — Mon, 09 Mar 2020 14:45:57 +0000

Can’t wait to socialize this inside Kryterion. This has been a heavy topic of discussion among the executives here since last week, and this article covers an area we haven’t even been thinking of yet. Thanks for the boost, Nick!

Comment on 5 Positive Things SaaS CEOs And Leaders Should Do To Get Through COVID-19 by Anne Yates

Anne Yates — Sat, 07 Mar 2020 03:18:59 +0000

Thank you for your positive perspective. I agree that we can all help each other by tapping into our innate optimism.

Comment on Acquiring Customers Isn’t Enough. Here’s Why You Need to Focus on Retention. by team koderey

team koderey — Thu, 05 Mar 2020 11:59:45 +0000

Hey there, you explained everything really well. I enjoyed reading this guide. Keep the good work up 🙂

Comment on Customer Success is NOT about Happy Customers by Thomas McDermott

Thomas McDermott — Tue, 11 Feb 2020 09:47:05 +0000

This is a fantastic blog post and is so true. The most valuable customers I have worked with were not happy but that was a good thing, as you mentioned. It was the ones who never got in touch that were the ones likely to leave.

Comment on The Right Financial Metric for Customer Success: Gross Retention or Net Retention? by Lawrence

Lawrence — Sun, 09 Feb 2020 16:09:18 +0000

Hi Nick. This is a GREAT article. Thank you for sharing. Also, I love the calculator.

A couple of questions:

1. When you say, “DOLLAR VALUE OF CONTRACTS UP FOR RENEWAL (BEGINNING OF PERIOD)” does that mean the beginning of the year? Quarter? Month? (the NRR calculator)

2. DOLLAR VALUE OF CONTRACTS UP FOR RENEWAL (BEGINNING OF PERIOD) – when does that start? Beginning of the year? (the NRR calculator)

3. Where do you start the beginning or end of the period in the GRR calculator?

Thanks!

Comment on Why Customer Success Should Own Customer Marketing by Cheyanne Atchley

Cheyanne Atchley — Sat, 01 Feb 2020 21:18:49 +0000

Will. Your article is excellent. It’s a “must-read” for anyone in a Customer Success role. Having the opportunity of creating a “Customer Success Marketing” function at my company – I wish I would have discovered your article earlier!! It would have validated many of my recommendations. I will definitely reference your processes moving forward and I’m really looking forward to hearing what you’ve determined re. “moving the needle”. Thank you Will!

Comment on 3 Critical Steps for Aligning Sales to Customer Success by Matthew Klassen

Matthew Klassen — Thu, 16 Jan 2020 22:36:20 +0000

In reply to Serg. Hi Serg, in some business models that actually may be a viable solution. In many b2b models, however, Sales succeeds by aligning their actions strongly to "hunting" new customers. Even with a more "consultative" sales approach, the behavioral incentives may not be able to maximize efficiency to the point where sales reps can simultaneously A) Scale new revenue and B) Nurture customer success. That kind of person is a true unicorn, and at that point will have a HARD cap on a small number of accounts they can sell and manage. It just won't scale for most businesses. It's the same reason many enterprise b2b companies break out Sales even further into Account Executives and Solutions Consultants—and likewise Customer Success into CSMs and Technical Account Managers.

Comment on Top Customer Success Trends To Watch For In 2020 by Matthew Klassen

Matthew Klassen — Thu, 16 Jan 2020 22:28:55 +0000

In reply to Christian. Hi Christian, you should be able to see an email form above the blurred text. We've tested this and it should be working. Would you be able to tell us what browser you're using? Thanks! And sorry for the inconvenience!