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Case
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Reference no. E682
Subject category: Entrepreneurship
Authors: Kirk Bowman (Stanford Graduate School of Business, Stanford University); Jim Lattin (Stanford Graduate School of Business, Stanford University); Erika Feldhausen (Stanford University)
Published by: Stanford Business School
Originally published in: 2020
Version: 23 January 2020
Length: 16 pages
Data source: Field research
Topics: Customer success; Sales; Renewal
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Abstract

This case describes the evolution of the customer success function through the rise of Gainsight. It discusses the responsibilities of the customer success function, measuring and compensating customer success teams, and the return on investment for adding a customer success organization. It also describes some of the different forms customer success can take across firms.

Time period

The events covered by this case took place in 2020.

Geographical setting

Region:
Americas
Country:
United States
Location:
Silicon Valley
Compact case
Supplement
-
Reference no. E682SQ
Subject category: Entrepreneurship
Authors: Kirk Bowman (Stanford Graduate School of Business, Stanford University); Jim Lattin (Stanford Graduate School of Business, Stanford University); Erika Feldhausen (Stanford University)
Published by: Stanford Business School
Originally published in: 2020
Version: 23 January 2020
Length: 1 pages
Data source: Field research
Topics: Customer success; Sales; Renewal
Notes: For terms & conditions go to www.thecasecentre.org/freecaseterms
View full details

About

Abstract

This case describes the evolution of the customer success function through the rise of Gainsight. It discusses the responsibilities of the customer success function, measuring and compensating customer success teams, and the return on investment for adding a customer success organization. It also describes some of the different forms customer success can take across firms.

Settings

Time period

The events covered by this case took place in 2020.

Geographical setting

Region:
Americas
Country:
United States
Location:
Silicon Valley

Related

Compact case
Supplement
-
Reference no. E682SQ
Subject category: Entrepreneurship
Authors: Kirk Bowman (Stanford Graduate School of Business, Stanford University); Jim Lattin (Stanford Graduate School of Business, Stanford University); Erika Feldhausen (Stanford University)
Published by: Stanford Business School
Originally published in: 2020
Version: 23 January 2020
Length: 1 pages
Data source: Field research
Topics: Customer success; Sales; Renewal
Notes: For terms & conditions go to www.thecasecentre.org/freecaseterms
View full details