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Gainsight™, the Customer Success company, helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy.
The truth is, many early Customer Success teams were created to plug the proverbial “leaky bucket.” Over time, the charter of Customer Success teams became two-fold: Because companies invested so little in the post-sale customer journey and focused more on the transactional phases (acquisition and renewal), there was a need to shift energy toward the new Customer Success function. Customer Success involves investing time upfront–in onboarding, early adoption, and value realization—to drive the Sale (Renewal, Upsell, etc.) In addition, if you break down the skills of the best Sales professionals, you’ll find attributes like: Don’t those sound like great skills for CSMs too?
In the B2B world, reducing churn, increased emphasis on NDR (net dollar retention), and doubling down on existing clients’ expansion opportunities have become critical, forcing increased Customer Success investment. In parallel, Sales and Customer Success teams must partner to identify customer challenges, deliver the right product solution, and ensure the product is consistently delivering on intended outcomes. Across two days, we’ll have sessions to choose from covering topics such as customer success fundamentals, product adoption, end-to-end value, and alignment between Sales and CS. We’ll also be introducing a Customer Success Operations Summit the day before the conference dedicated to the people who empower CS teams so that you can learn from the best.
And, by partnering with customer success, product marketing teams ensure that no product launch ever catches a high-value customer, or power user, off guard. The most impactful product launches demonstrate an exceptional understanding of their intended audience Product marketing drives the messaging and positioning of product launches, and the best messaging and positioning comes from a deep understanding of your customer. But customer success teams, who engage with these very customers day in and day out, are in the perfect position to help product marketing see around the corners and anticipate all forthcoming launch day questions. By partnering with CS, product marketers not only get help finding and locking in the right customer testimonial candidate, but it allows the customer success team to position this offer in a way that excites customers and makes them feel valued.
We just finished our first completely-virtual company kickoff at Gainsight—Outcomes 2021. While it’s reasonable to be a bit cynical about internal company branding and cliches, we’ve found that strong themes work. While we certainly missed high fives and hugs, we celebrated the fact that our entire global company was “together” for the first time. We featured two client executives (Lumen and Paypal), a famous mountain climber (Alison Levine), a chess grandmaster (Garry Kasparov), and 2 of our investor friends from Vista Equity Partners (Tom Hogan and Jessica Cash).