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Reinventing the Future of Customer Success with Human-First AI (with Nick Mehta, CEO @ Gainsight)
Manage episode 437337578 series 2835175
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.
A message from this episode's sponsor - LeadfeederThis episode is sponsored by Leadfeeder. No more not knowing who’s coming to your website, convert more leads and get a free trial at Leadfeeder.com: Check out Leadfeeder here.
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 SuccessThese 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 organisationChris Degnan (CRO at Snowflake) recently Amazon.
Contact NickYou 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.
Related episodes you should like:- Is Product-Led Growth Really For You? (Leah Tharin, Product-Led Growth Guru & Head of Product @ Jua)
- Embracing Change to Innovate in Product Management (Greg Coticchia, CEO @ Sopheon)
- The Big Pivot to Reinvent Product Management (Yana Welinder, Founder & CEO @ Kraftful)
- Helping Superhero Startup Founders Stay Away from their Kryptonite (Richard Blundell, Founder @ Vencha & Co-author "The Go To Market Handbook for B2B SaaS Leaders")
- Andy Walters' Hot Take - We’re Soon Going to be Living in an AI-Assistant-First World (Andy Walters, CEO @ Emerge Haus & Generative AI Expert)
- Bjarte Rettedal's Hot Take - AI Models Should Be Under Public Ownership or Completely Transparent (Bjarte Rettedal, UX Designer)
- Greg Prickril's Hot Take - AI is going to change everything for Product Managers (Greg Prickril, B2B Product Management Coach, Consultant & Trainer)
- Debbie Levitt's Hot Take - Democratising our Work means AI is Going to Steal all our Jobs Sooner (Debbie Levitt, CXO @ DeltaCX and Author "Customers Know You Suck")
216 episodes
Manage episode 437337578 series 2835175
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.
A message from this episode's sponsor - LeadfeederThis episode is sponsored by Leadfeeder. No more not knowing who’s coming to your website, convert more leads and get a free trial at Leadfeeder.com: Check out Leadfeeder here.
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 SuccessThese 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 organisationChris Degnan (CRO at Snowflake) recently Amazon.
Contact NickYou 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.
Related episodes you should like:- Is Product-Led Growth Really For You? (Leah Tharin, Product-Led Growth Guru & Head of Product @ Jua)
- Embracing Change to Innovate in Product Management (Greg Coticchia, CEO @ Sopheon)
- The Big Pivot to Reinvent Product Management (Yana Welinder, Founder & CEO @ Kraftful)
- Helping Superhero Startup Founders Stay Away from their Kryptonite (Richard Blundell, Founder @ Vencha & Co-author "The Go To Market Handbook for B2B SaaS Leaders")
- Andy Walters' Hot Take - We’re Soon Going to be Living in an AI-Assistant-First World (Andy Walters, CEO @ Emerge Haus & Generative AI Expert)
- Bjarte Rettedal's Hot Take - AI Models Should Be Under Public Ownership or Completely Transparent (Bjarte Rettedal, UX Designer)
- Greg Prickril's Hot Take - AI is going to change everything for Product Managers (Greg Prickril, B2B Product Management Coach, Consultant & Trainer)
- Debbie Levitt's Hot Take - Democratising our Work means AI is Going to Steal all our Jobs Sooner (Debbie Levitt, CXO @ DeltaCX and Author "Customers Know You Suck")
216 episodes
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