It’s onboarding time -- the most critical time in the relationship with your customer! They don’t really know you or your product yet, their hopes are high and it’s important to exceed expectations.

Last week I had the opportunity to attend Gainsight’s Pulse conference. I always love to attend this conference because Gainsight has done a great job of building a community around Customer Success and the topics covered are all dear to me. Customer Success as an industry is relatively young, so you find real passion in the presentations and conversations. It’s a group of customer focused professionals who still get to experiment with their approach and stay on the leading edge of building phenomenal customer experiences based on business outcomes. There is so much great information to share!