Nick Mehta

Nick Mehta

August 7, 2017
The CEO’s Guide to Measuring Your Customerspremium
“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 […]
premium
Nick Mehta
August 2, 2017
The Scientific Method to an Effective Voice of the Customer Programpremium
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, […]
premium
Nick Mehta
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 […]
premium
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 […]
premium
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 […]
premium
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 […]
premium
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 […]
premium
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 […]
premium
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 […]
premium
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, […]
premium
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 […]
premium
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 […]
premium
Nick Mehta
Never miss a post

Never miss a post

Join the mailing list to receive the latest content from Mehtaphysical.

You have Successfully Subscribed!