TrustRadius Trust Talks: How Gainsight Puts the Customer at the Center of Everything
Customer centricity is easy to say, but hard to do.
In this Trust Talk, TrustRadius’ own Founder and CEO, Vinay Bhagat, sat down with award-winning, five-time tech CEO, author, and CEO of Gainsight, Nick Mehta, to discuss how Gainsight puts the customer at the center of everything they do. Bhagat kicks off by asking Mehta what it means to be customer centric. “Customer centric is one of those phrases that is easy to say but hard to do,” says Mehta. Hard to do is right.
In this exclusive interview, Mehta gives tips for how other companies can build customer centricity into their infrastructure and day-to-day practices. Hint: It’s more than just saying it. Part of being a customer-centric organization is thinking of the customer every step of the way. A telltale sign of customer centricity is the way customers are talked about. Are they talked about with empathy?
TrustRadius’ Trust Talks series highlights B2B executives’ approach to building a culture of listening to customers, activating the customer voice, and creating a customer-driven company.
Nick (he/him) is the CEO of Gainsight, the platform that helps companies of all sizes and industries drive durable growth through customer-led and product-led strategies. He works with a team of over 1400 human beings who together have helped create the Customer Success category that’s currently taking over the SaaS business model worldwide. Gainsight is a five-time Forbes Cloud 100 recipient and Nick has been named the #2 CEO by the Software Report, has a 99% approval rating on Glassdoor, and was named Entrepreneur Of The Year for Northern California Award. On top of all that, he was recently rated as 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 (NASDAQ:FFIV) and has co-authored two books on Customer Success, Customer Success and The Customer Success Economy. He is passionate about family, football, philosophy, physics, fashion, feminism, parody music videos 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.
Founder and CEO, TrustRadius
Vinay conceived TrustRadius after experiencing challenges when buying enterprise solutions at his last company. He founded Convio in 1999, the leading SaaS platform for nonprofits. In April 2010, Convio became a public company, and was acquired in May 2012 for $325 million. He holds an MBA from Harvard Business School where he graduated as a Baker Scholar, an MS Engineering Economic Systems from Stanford University, and a MA Engineering Information Sciences from Cambridge University with First Class Honors.