December 20, 2016
Customer Success at Your Company’s 2017 Sales Kickoff premium
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 Programs premium
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 Pilot premium
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 Fundraising premium
[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 TAM premium
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 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