Customer Success

August 25, 2017
12 Customer Success trends transforming the Private Equity landscapepremium
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 Processpremium
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 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 […]
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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, […]
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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 […]
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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 […]
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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 […]
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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 […]
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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 […]
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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, […]
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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 […]
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Nick Mehta
December 20, 2016
5 Lessons from Failed Customer Success Programspremium
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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