September 28, 2016
5 Questions to Ask When Launching a Customer Success Program in an Established Enterprise premium
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 CEOs premium
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-T premium
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 Software premium
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
May 31, 2016
SaaStr Interview: Harry Stebbings & Nick Mehta premium
I was recently interviewed by Harry Stebbings on SaaStr’s podcast series. We had a great discussion about customer success, Gainsight and the future of the industry. It originally aired on Product Hunt. You can listen to our discussion here!  From the original post by Harry Stebbings:  This week on SaaStr we are celebrating the rise […]
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Nick Mehta
May 31, 2016
‘Software, At Your Service’ CEO Interview Series: Should I Hire A Chief Of Staff? premium
This post was first published by Nakulmandan.com on April 27, 2016. See the original article here. In recent years, the number of chief of staff hires at early stage tech startups has gone up noticeably. While it may still not be a common hire, most CEOs I know who’ve worked with a chief of staff […]
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Nick Mehta
April 27, 2016
Nick Mehta’s Heisenberg Uncertainty Principle for Customer Success premium
We’ve brought together an all-star lineup of customer experience thought leaders to provide insights at Opentalk 2016. Among them is Nick Mehta, Gainsight’s energetic, football-loving CEO. Talkdesk Senior Manager of Field Marketing, Leah Kahn, sat down with Nick to talk to him about everything… except customer experience and football. We thought we’d save the shoptalk […]
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Nick Mehta
April 21, 2016
10 Questions CEOs Should Ask Their CCOs premium
“Judge a man by his questions rather than his answers.” – Voltaire   If you’re a CEO, you know that your entire company is looking to you for answers. You probably spend a good part of your day responding to emails asking, “what should I do next?” Or, “what’s the plan here?” As important as […]
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Nick Mehta
April 21, 2016
A VC, a CEO and a Bubble Walk Into a Bar premium
6 Practical Tips for Navigating the New Normal Funding World   Dave has been an investor since 2000 and is currently a general partner at Technology Crossover Ventures (TCV). His investments include Act-On, AppNexus, ExactTarget (acquired by Salesforce), Facebook (FB), Merkle, Ren Ren (RENN), Rover.com, Sitecore (agreed to be acquired by EQT), Siteminder, SMT (acquired […]
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Nick Mehta, CEO of Gainsight & David Yuan, General Partner at Technology Crossover Ventures.
April 20, 2016
Not All Upsell Is Created Equal premium
As CEOs have embraced the idea that the biggest and most profitable revenue opportunity is often in their installed base, they have “got religion” around Customer Success as a means to drive higher customer retention and more revenue expansion – in other words, more “renewals” and more “upsell.” But let’s parse what we mean by […]
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Nick Mehta
January 19, 2016
[Video] ROI OF CUSTOMER SUCCESS AND THE ROLE IT PLAYS IN ADVOCACY premium
Nick mentions touchpoints where you are most likely to turn a customer into an advocate. A few include: 1. Support Ticket – After a support ticket has been positively solved 2. NPS Score – After receiving NPS scores 3. Onboarding – During or after a customer’s onboarding process 4. Contract Signing – After a contract has been signed […]
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Nick Mehta
Customers Can’t Always Get What They Want premium
While Mick Jagger would probably need a lot more drugs than he usually needs to get through a day working in a tech company, it turns out he had something very sagely to say about Customer Success — ” You can’t always get what you want.”  For many companies, Customer Success has evolved out of […]
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Nick Mehta
December 28, 2015
Rock Stars Need Not Apply premium
Rock stars are in demand. Take a look at the career pages of most tech companies and you’ll find recruiters looking for the next tech American Idol. A quick search on Indeed.com shows 2,433 “rock star” openings – and I’m guessing Daft Punk isn’t hiring. Look closer and you’ll find opportunities for Client Engagement Sopranos […]
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Nick Mehta
December 17, 2015
[Video] B2B Big Data Challenges, Nick Mehta, Gainsight (Data Driven NYC / FirstMark Capital premium
  Nick Mehta, CEO at Gainsight, presented at FirstMark’s Data Driven NYC on December 14, 2015. Mehta discussed the challenges of using Big Data at B2B companies.
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Nick Mehta
December 2, 2015
‘Software, At Your Service’ CEO Interview Series: Nick Mehta, Gainsight premium
This post was first published by Nakulmandan.com on November 7, 2015. See the original article here. Building a scalable, long lasting SaaS business is not easy. Navigating the landmine of mistakes that one can make as an early stage SaaS CEO is even harder at times. What makes SaaS particularly tricky is that while you […]
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Nick Mehta
December 2, 2015
“How Gainsight Raised $50 MM Using Gainsight” premium
(The reports below are real but the data is blurred to protect the innocent…) If you haven’t heard yet, we recently raised $50 trillionbillionmillion in Series D funding lead by Insight Venture Partners (there is a great article from Forbes about it here). And as I mentioned previously, the biggest story from the financing round […]
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Nick Mehta
November 18, 2015
What Would Al Dunlap Do? premium
WWADD doesn’t have a catchy ring to it. But I sometimes think about Al Dunlap, the famous “hatchet man” CEO from the Leveraged Buyout era, and how he operated. “The most important person in any company is the shareholder.” – Al Dunlap While I’m a CEO that cares deeply about my team and about driving […]
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Nick Mehta
November 12, 2015
How B2B Can Avoid the Fate of the Music Industry premium
I’ve always been a crazy music fan (emphasis on crazy). When I’m at my desk at Gainsight (which these days is less often than my team would like) you could find me wired-in with Spotify. Although many can poke fun at my musical tastes, one thing is for sure, the ability to stream even the […]
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Nick Mehta
November 5, 2015
It’s (Not) Just A Job premium
I go to a lot of CEO events. I always find it interesting to hear what fellow companies are going through. Plus there are usually free drinks. Consistently over the years, I’ve heard this gripe time and time again from other CEOs: “Every now and then, it feels like some of my employees just aren’t […]
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Nick Mehta
October 27, 2015
Rejection and Humility premium
When you read the stories of the great entrepreneurs – Jobs, Musk, Edison, Ford and others, there is frequently a common theme.   These people got a lot of no’s.   Their hearts were broken many times before they were anointed as heroes. And while most of us may never ascend to those heights, anyone […]
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Nick Mehta