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Stanford Graduate School of Business (USA)
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Gainsight: Leading by Example in Customer Success
Bowman, Kirk; Lattin, James; Feldhausen, ErikaCase SGSB-E682-EDecision AnalysisThis 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.Starting at €8.20