Reinventing the Future of Customer Success with Human-First AI (with Nick Mehta, CEO @ Gainsight)

One Knight in Product

Nick Mehta is the CEO of Gainsight, a leading customer and product experience platform that aims to be the operating system for your customer journeys. He's a passionate advocate for Customer Success as a function and as a business strategy, an author of several books on the topic, and recently super-excited about the future of Customer Success in an AI world. We talked about all of these topics and much more.

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Episode highlights:

1. Customer Success is not the same as Customer Support

Yes, they both have the same "CS" initials, and this can confuse people, but it's not the same role. Customer Success conceptually sits somewhere in between Sales and Customer Support and drives customer value and retention. Customer Success is also more than a role, it's a company strategy. It's also part of the product you sell.

2. The end of the zero-interest-rate climate has had a profound impact on Customer Success

These days, CEOs and investors value profit today over profit tomorrow. Retention is a huge driver of pure profit, and it's one of the highest-leverage activities you can invest in for a recurring revenue business. On the flip side, leaders are looking to become as efficient as possible and reduce the human effort to drive this retention, leading to a requirement for digital customer success strategies.

3. Yes, you probably do need a Customer Success team in your organisation

Chris Degnan (CRO at Snowflake) recently Amazon.

Contact Nick

You can catch up with Nick on LinkedIn or check out Gainsight. You can also check out the blog post that Nick mentions, The One Thing Billionaire Frank Slootman Got Wrong.

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