Eight Trends from East Coast CCOspremium
Silicon Valley versus Wall Street. Warriors versus Cavs. Tupac versus Biggie. The West Coast versus East Coast rivalry has a long and storied history—and I’m definitely caught in the middle! I have deep roots on both coasts. As such, I was excited to lead our ‘CCO Connect’ forum back in my old college town of […]
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Nick Mehta
Why CEOs Should Take Ownership of Customer Successpremium
“Ownership” is one of the most overused terms in modern work; it shows up in the business buzzword dictionary right next to “synergy” and “taking things offline.” In a typical large company, you can find at least a dozen people that “own” hot initiatives like “the cloud” or “our artificial intelligence strategy.” Strangely, when things […]
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Nick Mehta
May 20, 2017
Turning 40: Vulnerability and Vanilla Icepremium
Two weeks ago on Friday night at 8:15 PM, I pulled into the parking lot at Palo Alto Medical Foundation Urgent Care near our house. After a few days of struggling with a bad cold, I finally went in to get checked out. By the time I reached the front desk, I could barely breathe […]
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Nick Mehta
April 20, 2017
Why Customer Success teams should partner with their IT counterpartspremium
Business, as with much of life, moves like a pendulum—from one extreme to the other. I remember the 1990s and early 2000s with the emergence of large corporate IT organizations. Nothing got done without IT being involved. CIOs were on the fast track to becoming some of the most important leaders in the company. Then […]
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Nick Mehta
April 18, 2017
Gravity: All of your clients are at riskpremium
As the name of my blog implies, my life is a strange combination of geekiness about Customer Success and nerdiness about science. On the latter in particular, I’m passionate about the mysteries that physics reveals about the universe around us. And if you’re a casual student of physics like me, you know that nothing is […]
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Nick Mehta
April 17, 2017
Customer Success without usage data: SaaS’ dirty little secretpremium
I’ve got something to tell you. And it might shock you if you’re not a SaaS business. For some context, I’ve met with hundreds and hundreds of leaders of B2B businesses in all walks of life—from financial services to healthcare to on-premise software to hardware and devices—who all long to be “like SaaS companies who […]
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Nick Mehta
April 16, 2017
The cost of making the wrong tech decisionpremium
If you’re a business leader, your job is all about making decisions. You constantly have to make choices—on people, on strategies, on priorities—let alone on what to eat for lunch. For me, remembering to even have lunch is a small victory! I remember reading that presidents and famous business leaders sometimes minimize the number of […]
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Nick Mehta
April 14, 2017
Value-Based Care Is Customer Successpremium
I had to have an ACL replacement last year. I somehow managed to hike out of the Grand Canyon on a fully torn knee ligament! I don’t recommend it. But when I finally arrived in the operating room, there was no account executive to meet me offering a menu of ACLs, anaesthesia options, rehabilitation packages, […]
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Nick Mehta
March 23, 2017
We need to talk about what I did in the server roompremium
As most of you know, at Gainsight we strongly believe in radical transparency. That’s why we share everything—wins, losses, finances, board feedback, strategy, and more—with every Gainsight teammate at our all-hands huddle each week. I’ve also been doing Reddit-style AMAs both in person at our various offices as well as over video calls. All our […]
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Nick Mehta
December 20, 2016
Customer Success at Your Company’s 2017 Sales Kickoffpremium
As you approach the end of your company’s year, if you’re like me, you’re probably juggling three things in parallel: Closing out your (hopefully big) Q4 Planning for next year Mixing in some holiday shopping and cheesy holiday music when you can Somewhere in there, most companies are also simultaneously planning their next year’s “sales […]
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Nick Mehta
December 20, 2016
5 Lessons from Failed Customer Success Programspremium
Customer Success Management (CSM) is hot. But it’s also new. So with the tremendous growth in the CSM world come some organizations that have failed in their quest toward success. While most companies are radically increasing investment in CSM, a few have pulled back. As the old saying goes, “last in, first out;” since many […]
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Nick Mehta
December 9, 2016
Is A Company the Ship of Theseus?premium
My first big company job back in 2002 taught me a lot. I learned all about the nuances of the (at the time) 5,000-person business I had joined. I learned the people and the products. I learned how to get stuff done. And I witnessed echoes of the history of the company—stories about the previous […]
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Nick Mehta
December 8, 2016
11 Considerations for an Enterprise Customer Success Management Pilotpremium
As B2B companies innovate in their business models, offering flexible and customer-aligned delivery models like subscription, cloud, pay-as-you-go, and outcomes-based pricing, they are realizing the increasing power that their clients have—and the increasing ROI from investing in retaining and growing their customer base. At the same time, these B2B companies have implemented a myriad of […]
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Nick Mehta
December 5, 2016
How today’s CIOs are getting sales cycles ‘Back in Black’premium
[Originally posted on CIO.com] In its 30 years of existence, the role of the CIO has evolved from strictly tactical to more strategic. The rapid pace of business adoption of cloud computing, paired with the cultural shift to “SoLoMo” living (a reference to the collision of social media, local search and mobile search), have forced […]
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Nick Mehta
December 5, 2016
[Video] Beyond Performance: How Narrative, Targeting & Sequencing affect Fundraisingpremium
[Original interview posted at Scale Venture Partners] Many variables go into closing a successful venture capital round. Your company’s performance on core metrics is probably the biggest one, and most of the time you should care about optimizing that first. But as Nick Mehta explains, entrepreneurs may underestimate how much impact Narrative, Targeting & Sequencing […]
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Nick Mehta
October 3, 2016
Einstein and the Physics of Software TAMpremium
My Strange Loops If you know me well, you know that I have an odd mind that wanders between questions like: How should large enterprises approach launching Customer Success programs? How many ridiculous touchdown / twerk dancing highlights will I see from Antonio Brown this weekend? Does time really exist? On that third point, while […]
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Nick Mehta
September 28, 2016
5 Questions to Ask When Launching a Customer Success Program in an Established Enterprisepremium
Starting about a decade ago, pure-play SaaS companies like Salesforce.com, Workday, and Box pioneered the concept of Customer Success Management (CSM). It was an organic solution to an inherent problem: since a large part of their revenue was up for renewal each year – and since customers typically had low friction to move – these […]
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Nick Mehta
July 27, 2016
Is Private Equity Eating the (SaaS) World? What PE Consolidation Means for SaaS CEOspremium
TCV General Partner Dave Yuan is an old friend and colleague. We actually first met in college, but over the years I’ve turned to him for insight and advice. When we reconnected last week I was particularly struck by his perspective on private equity investments and got his permission to share our conversation. Nick: How […]
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Nick Mehta
June 13, 2016
Customer Success Is Spelled R-E-S-P-E-C-Tpremium
We spend a lot of time discussing strategies and sharing tactics on how to be great at Customer Success. Heck, we have a whole book, conference, blog site and online university on the topic. But if I had to come up with the most foundational element to create a culture of Customer Success, it’s actually […]
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Nick Mehta
June 6, 2016
Finding Meaning in Enterprise Softwarepremium
Anyone that knows me well understands that I’m an odd duck. Follow my Twitter feed and you’ll read tweets about: Customer Success (or rather #customersuccess) SaaS learnings Company culture And Taylor Swift My Pittsburgh Steelers Zombie movies But most bizarrely: Gravitational waves Fermi’s Paradox The unreality of time Needless to say, I have a thirsty […]
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Nick Mehta
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