Scorecards: Quantifying Customer Health
The subscription economy is forcing companies to take a serious look at revenue from existing customers. The success of your business now relies on retaining and growing revenue from your customer...
View ArticleThe Internet of Customers | Dreamforce 2013 Recap
Well in case you missed it last week, a small company called Salesforce.com hosted their annual Dreamforce conference in San Francisco. The destination event managed to drive over 100,000 people to...
View ArticleHappy Thanksgiving, Everyone!
Although full bellies, football games and a giant Snoopy floating above the streets of NYC, often distract us, Thanksgiving is a time for family, friends and reflecting on what we are blessed with. We...
View ArticleFighting the Churnbot | A Memoir
We may never have met formally, but I think we know each other quite well. My name is Sally McField. My family knows me as Sally or Mom, and my business card reads Customer Success Manager. However,...
View Article10 Simple Rules for Dating My At-Risk Customer
In many ways, the relationship you have with an at-risk customer follows the same trajectory as dating. In the traditional sense of the word (read: not Tinder). Customer Success managers identify which...
View Article[Webinar] 6 Ways to Find & Keep Your Best Customers with Big Data
The Big Data proliferation today offers companies a great opportunity, but without the right lenses in place, more data just creates more problems.How can companies navigate prospect and customer data...
View ArticleGainsight Platform Spring Release
Hi everyone,I'm thrilled to have joined the Gainsight team to lead our Product Management and Analytics roadmap. Prior to Gainsight, I was at Facebook where I worked closely with our Customer Success...
View ArticleApproaching the Customer Success "Tipping Point"
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...
View ArticleGainsight's New Customer Success Evangelist
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...
View ArticleCustomer Success Starts with User Success
Enterprise technology has historically been built to serve an IT buyer. If you’ve ever filled out an RFP, you would almost certainly have seen a laundry list of requirements using words like controls,...
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