Today’s interview is with Nick Mehta CEO of Gainsight, a customer success technology provider that helps businesses retain customers and drive company growth. Nick joins me today to talk about his new book, The Customer Success Economy: Why Every Aspect of Your Business Model Needs A Paradigm Shift, what customer success is, why it is going to become increasingly important to organizations given the current climate and pressures that many firms are going to start to face, what are the benefits and what customer experience and success leaders need to be doing to survive and thrive.
This interview follows on from my recent interview – Experimentation is what makes Microsoft, Google, Netflix and Booking.com so successful – Interview with Harvard Business School Professor Stefan Thomke – and is number 357 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Nick:
Nick Mehta is the CEO of Gainsight, The Customer Success Company. He works with a team of nearly 700 people who together have created the customer success category that’s currently taking over the SaaS business model worldwide. Nick has been named one of the Top SaaS CEOs by the Software Report three years in a row, one of the Top CEOs by Comparably, and was a finalist for EY’s Entrepreneur of the Year. On top of all that, he was recently rated the #1 CEO in the world (the award committee was just his mom, but the details are irrelevant). He is a member of the Board of Directors at F5 and has also co-authored two books on the customer success field, Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue, and The Customer Success Economy: Why Every Aspect of Your Business Model Needs A Paradigm Shift.
He is passionate about family, football, philosophy, physics, fashion, feminism, and SaaS customer success. People told him it’s impossible to combine all of those interests, but Nick has made it his life’s mission to try.
Grab a copy of Nick’s new book, find out more about Gainsight here, say Hi to Nick and the Gainsight team on Twitter @GainsightHQ and @nrmehta, check his personal site and feel free to connect with him on LinkedIn here.