With Scott Salkin, senior vice president and general manager of Gainsight's Customer Success Platform

In today’s economy, companies are getting scrappy. They’re searching for new ways to do more with less, optimizing their software and leaning into technological advancements for support.

But prioritizing efficiency and productivity shouldn’t come at the expense of your customers. And, as Scott Salkin explains, it doesn’t have to. Companies like Gainsight are developing new and innovative strategies to leverage their tech stack and better serve their customers. It’s about finding the right tools to invest in and exploring how these investments will ultimately serve you and your customers better.

And with the advent of AI and other game-changing technologies, companies shouldn’t forgo the opportunity to experiment with and implement new ideas and assess their effect on customer success.

Still, sometimes organizations overcomplicate the most impactful strategies to foster long-term customer satisfaction and engagement. As Scott puts it, if companies want to reach higher levels of customer success, they need to explore how to connect with their biggest advocates and greatest champions.

And from there? Where will companies find the perfect balance between high-touch human interactions and the digital world? Only time will tell.

Jen and Scott chat:

• Exploring new strategies to serve customers holistically (4:27)
• Maintaining connections with your biggest advocates and champions (10:35)
• Leveraging software to better understand your business and your customers (18:22)
• Finding the balance between high-touch customer success and digitally led customer engagement (19:50)
• Looking ahead: investing in the right tools to drive customer success (29:09)

Resources:

• HubSpot Attribution Reporting Readiness Assessment
• Sales and Marketing Bootcamp for SaaS Marketers
• The Tech Marketer’s Guide to Achieving Inbound Success
• SaaS Marketing Strategies: Getting Quick Wins and Building for Long-Term Victory