January 17, 2018
You’re doing it wrong: Art vs. Science in Customer Success premium
It seems like something from a different lifetime, but I still remember the old days when sales was all chalkboards, steak knives, and “gut feeling.” Okay, well maybe chalkboards were before my time. Also, I’m vegetarian and don’t really need steak knives. But gut feelings—those were definitely the name of the game back in the […]
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Nick Mehta
January 11, 2018
The Official Chief Customer Officer Welcome Kit premium
One of the best parts of my job as CEO of Gainsight is seeing individuals with responsibility aligned to customer needs moving up in their own personal careers. And one of the hottest trends in enterprise businesses is to appoint one person with end-to-end operational responsibility for Customer Success and Customer Experience. While the title may […]
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Nick Mehta
January 9, 2018
4 Reasons You’ll Miss Your Number Without Customer Success premium
If I had a genie, one of the things I would wish for (after more wishes and a Steelers Super Bowl win) is an extra month between the end of our current fiscal year and the start of our next.* It feels like every year, you go from the stress of closing strong to the […]
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Nick Mehta
November 5, 2017
Using Gainsight to Drive Customer Success Across the Company premium
The Meeting Every now and then you have a meeting call that reshapes your world view. This past June on a Tuesday evening in Washington, D.C., I had one of those meetings. I was at an investor-hosted healthcare CEO event and had a chance to meet dozens of CEOs whose companies are changing the world […]
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Nick Mehta
October 25, 2017
How to Solve the 3 Biggest Challenges in Cybersecurity Customer Success premium
If you’re waiting for the next major cybersecurity breach, history has shown us time and again that you just have to give it a minute. Yahoo. Equifax. Target. Home Depot. Chase. Sony. OPM. These high profile breaches happen seemingly every few weeks, but the reality is that thousands of cyberattacks are happening every day. It’s […]
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Nick Mehta
August 25, 2017
12 Customer Success trends transforming the Private Equity landscape premium
If you follow the M&A markets, you know that Private Equity firms have had an expanded role in the technology market. Traditionally, Private Equity firms had been known for cutting operating expenses at their investments—identify companies with slower top-line growth (and thus lower shareholder value) and trim operations in order to maximize cash flows. But […]
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Nick Mehta
August 22, 2017
The CEO’s Guide to Under-budgeting for Customer Success and Destroying Shareholder Value in the Process premium
As CEOs, our job is to maximize the upside while protecting the downside. Depending on the phase of our business, the mix between fear and greed can ebb and flow. The good news is that Customer Success is becoming an important part of the strategy in all seasons of business, good or bad. That being […]
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Nick Mehta
August 7, 2017
The CEO’s Guide to Measuring Your Customers premium
“If you can’t measure it, you can’t manage it.” -Peter Drucker “It’s all about the Benjamins, baby.” -Puff Daddy Whether you take your leadership lessons from Drucker or Diddy, you know that a huge part of the CEO’s job is to help your colleagues understand the “scoreboard” for measuring success. Over the years, we, as […]
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Nick Mehta
August 2, 2017
The Scientific Method to an Effective Voice of the Customer Program premium
I was thinking about our latest product package, Gainsight for Voice of the Customer (VoC), and naturally, my thoughts immediately turned to quantum mechanics. And my question was this: Is there a quantum superposition for a customer in which they can be both healthy and at-risk simultaneously until observed by a CSM? In other words, […]
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Nick Mehta
Eight Trends from East Coast CCOs premium
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 Success premium
“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 Ice premium
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 counterparts premium
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 risk premium
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 secret premium
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 decision premium
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 Success premium
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 room premium
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 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
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