In this episode, Allison Pickens (Chief Customer Officer, Gainsight) sits down with Somit Goyal (Global Head of Customer Success at Microsoft Dynamics) to discuss how to deliver customer success in the partner channel, how to create a post-sales value engine and more!

How to Create a Post-sales Value Engine with Somit Goyal (Part One)

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* Recordings from Pulse events
* The Customer Success Podcast: This podcast aims to uncover the stories, perspectives, and best practices around the leading Customer Success programs. Hosted by Allison Pickens(former Chief Customer Officer at Gainsight), she shares those stories alongside an all-star roster of special guests.

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Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners.

Losing customers to churn is painful, we can’t deny that, but it is key for businesses to make the most out of these situations and learn from their customers’ experiences in order to evolve and better serve others. In today’s episode, we’re joined by Natasha Narayan, CEO and Co-Founder of IcebergIQ, to chat about the hidden value inside businesses and customers’ worst nightmare: churns. When customers decide to leave, it’s for good, and CSM professionals must learn to properly handle these situations. Listen to this episode to learn how to extract the best feedback from your customers for your own improvement, and how to prevent a future churn with the adequate interview in the first place. In this industry, it all comes down to your communication and listening skills, if you want to work on them even further, this episode is definitely for you.

Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts.

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Learning from Churn and how CSMs can become better investigative journalists

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Why Win/Loss Analysis is Essential for Customer Success with Natasha Narayan (CEO, IcebergIQ)

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In this episode, Allison Pickens (COO, Gainsight) sits down with Peter Armaly (Senior Director of Customer Success Business Advisory Services, Oracle) to discuss how Oracle is using advisory services both externally and internally to drive success, how his team approaches CS organization, and more.

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In this episode, Allison Pickens(COO, Gainsight) sits down with Yamini Rangan (CCO, Dropbox) to discuss why the terms are so important within the customer relationship, how to breakdown silos between teams, and more.

How to Create a Post-sales Value Engine with Somit Goyal (Part One)

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