How to Take Customer Success from Idea to Action from Gainsight, Xactly, Navex and Glint (Video + Transcript)
Summary
Allison: Next we have Mary Poppin who is Chief Customer Officer at Glint, which has about 300 employees, raised a total of $8 million from the likes of Bessemer Venture Partners and others and recently joined the LinkedIn family actually. One of the things I’ve noticed is that in our area … in our era, Customer Success and Product Management are almost like the new Sales and Marketing- Allison: Where they have to work just so closely together to create that amazing client experience. Ashley: So I can tell you for us at NAVEX, we literally spent nine months putting together a go-to-market strategy and getting our entire C-suite executive team onboard, committed and dedicated to this because it’s really a paradigm shift and it’s really a methodology that you embrace about how you do business. They’ve said over the past couple of years that the median level of investment in Customer Success in the SaaS industry, is about 10 cents per dollar of annual recurring revenue managed. So everyone, if you’d like to learn a lot more about Customer Success, do the deep dive, you can join us at our annual Pulse conference which Gainsight is hosting on May 21st in the Moscone Center here in San Francisco.
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