Last year Gainsight reorganized their post-sales teams to increase customer success. They wanted to put customer success first and designed their organization around customer needs. This included moving their training team to the "front" of the customer funnel, giving them more access to both customer feedback and product development. Gainsight already had a training team set up, but by including them in their customer success department, they were able to infuse the training team with customer success principles, setting them up for greater success down the road.
If you're working on creating a customer success-focused organization and are wondering how to set up your training team to be as successful and efficient as Gainsight's, keep reading.
Tags: Building Customer Training • business teams • Customer Education