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
October 21, 2015
8 Customer Success Takeaways from the 2015 Pacific Crest SaaS CEO Survey premium
No matter how confident we all are as business leaders, if you’re like me, you constantly wonder if you’re on the right track compared to your peers.  Unfortunately most of us don’t have a mirror on the wall to tell us how great we are.   In Customer Success, in particular, one of the most […]
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Nick Mehta
August 26, 2015
[Video] Nick Mehta | Turn your Revenue Funnel into an Hourglass: Driving Growth through Customer Success premium
Customer Success, when done correctly, can be a major driver of growth. The fastest-growing subscription businesses have renewal rates far greater than 100%; they can grow multi-dimensionally (through new clients and through additional spend from existing clients). And the savviest vendors are using their Customer Success strategies in their sales process — by talking about […]
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August 25, 2015
[VIDEO] Keynote at Pulse Conference 2014 premium
Nick Mehta’s pumped up kickoff of Pulse 2014, the largest Customer Success event in history.
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Nick Mehta
August 12, 2015
So You Lost The Sale — Here’s How To Rethink Churn Analysis premium
Venture capitalist, former CEO, and tech legend  Ben Horowitz has a great blog post about analyzing sales losses. His big conclusion is that if you ask sales people why they lose deals, they’ll always say “price.” Whether they do it consciously or subconsciously, by choosing price, they aren’t saying anything negative about their product, team or […]
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Nick Mehta
August 12, 2015
10 Things I Learned from the OpenView Ventures 2015 Customer Success Event premium
This post was first published on Gainsight.com, the most effective customer success solution worldwide.  See the original article here and learn more about how Gainsight can help your company succeed. As a die-hard Pittsburgh sports fan, I’ve learned to avoid the 617 area code Boston region in the months following their regular inevitable sports championship of one […]
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Nick Mehta
August 12, 2015
Veteran Rookie premium
This post was first published on Gainsight.com, the most effective customer success solution worldwide.  See the original article here and learn more about how Gainsight can help your company succeed. Anyone who knows me is painfully aware that I’m a diehard Pittsburgh Steelers (NFL football) fan.   I’m “that guy” with the Steelers jerseys, t-shirts, socks, paintings, helmets, bumper […]
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Nick Mehta
August 12, 2015
Customer Success Starts with User Success premium
Enterprise technology has historically been built to serve an IT buyer. If you’ve ever filled out an RFP, you would almost certainly have seen a laundry list of requirements using words like controls, administration and compliance. Often missing from that list (or de-prioritized at least) was a focus on user needs, since addressing the business […]
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Nick Mehta
August 12, 2015
Scaling a SaaS Company in a Competitive Space: Gainsight CEO Nick Mehta premium
This post was first published as a series by Sramanamitra.com on December 18, 2013. See the original article here. Sramana: Nick, let’s start this story by getting your personal story. Where do you come from? What is the genesis of your entrepreneurial career? Nick Mehta: I was born in Massachusetts but spent most of my […]
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Nick Mehta
August 8, 2015
Silicon Valley Mythbusting: Rethinking The Concept of ‘A’ Players premium
If you work in Silicon Valley and read a lot of news related to the industry, chances are good that you’ll read a lot of questionable content that contains “sage advice.” These stories are generated and re-tweeted, often without question. I’d like to question the concept of the “A Player,” a common topic in and around […]
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Nick Mehta
November 14, 2014
The Second-Timers: Nick Mehta, CEO of Gainsight – “Never Stop Hiring Reps” premium
This post was first published by Saaster.com on November 12, 2014. See the original article here.   Foreward by Jason Lemkin   One of the most popular posts we did on SaaStr in the past 12 months was “What The Second Time SaaS CEOs Are All Doing.” What folks who are on their second successful […]
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Nick Mehta