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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...

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The 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...

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Happy 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...

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Fighting 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,...

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10 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...

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[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...

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Gainsight 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...

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Approaching 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...

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Gainsight'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...

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Customer 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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