Customer Success

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 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
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 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
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
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
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
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
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