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Customer-centric strategies to drive growth
Long-term, sustainable growth requires a thriving customer base. Beyond upsells and expansion opportunities, existing customers build the foundation of the community that surrounds each company.…
If your AI strategy starts and ends with drafting emails, then you’re not alone. While AI continues to make headlines, it’s still shrouded in mystery.…
As a customer success (CS) leader, you don’t need to tell your Chief Revenue Officer (CRO) that CS supports customers; they already know that. What…
Adopting new solutions involves more than sitting through a few training modules—and this is particularly true for Customer Success (CS). In fact, much of the…
Successful executives aren’t made overnight. They earn those positions by knowing how to connect to customers, build relationships, and drive results for their organization. But…
Today’s executives are experiencing an incredible amount of decision fatigue. In fact, according to Forbes, 7 out of 10 executives say burnout is negatively affecting…
Many Customer Success (CS) leaders are at an inflection point: Can we build what we need for Customer Success inside Salesforce—or is it time to…
For years, revenue growth was fueled by net-new logo acquisitions. Fast-forward to the post-ZIRP (zero interest-rate policy) era, and that model is less sustainable. As…
There’s something that happens when you sit in a post-sale leadership seat long enough. You start thinking in functions. In roadmaps. In metrics. But here’s…
Welcome to the grandest—or Grande-ist —stage of Customer Success: Pulse 2025! Set against the dazzling backdrop of Las Vegas, a city synonymous with dreams and…
Things that are often hidden: Secret menu items at restaurants, messages in a long-lost group chat, and—most overlooked of all—the revenue sitting inside your Customer…
Most companies adopting customer community solutions are aware of the key features needed to get started. Tools like community forums, knowledge base articles, and gamification…
“There aren’t enough hours in the day!” It’s a common phrase that many Customer Success (CS) professionals repeat to themselves as they sift through their…
Okay, let’s cut to the chase: We just acquired Skilljar, the leader in Learning Management Software (LMS). And honestly, we are buzzing with excitement. This…
The power of AI rests in data. If you’ve done any research on AI solutions, you’ve likely run into the phrase, “garbage in, garbage out.”…
The foundation of success for today’s businesses? Existing customers. While new customers will always be important, the rising cost of acquisition means organizations are relying…
As International Women’s History Month comes to a close, it’s a fitting moment to celebrate the powerful intersection of women in leadership and customer success.…
For many of us, our introduction—and most of our understanding—of AI came from media. Whether AI found us through movies, cartoons, or books, it wasn’t…
Chief Revenue Officers (CROs) who fail to leverage Customer Success (CS) as a revenue engine are potentially leaving millions on the table. In 2025 (and…
Managing a thriving online community isn’t like popping a frozen dinner in the microwave—launch it, walk away, and return to perfection. Too many businesses assume…
At Gainsight, our purpose is to be living proof that you can win at business while being Human-First. That’s why Diversity, Equity, and Inclusion (DEI)…
“There is no such thing as a dumb question.” I disagree. Take this question I asked a customer in a CS kickoff call: “Can you…
Getting Critical Customer Data to Everyone Who Needs It Teams are managing more customers, with higher expectations (internally or externally), and tighter budgets—yet no extra…
It’s Valentine’s Day, and love is in the air. Let’s take a look at how you can delight your customers throughout their entire journey, effortlessly…
Customer Success Platforms (CSPs) can be a game-changer—or a total headache. For small companies, they often turn into expensive shelfware, bogging teams down before they’re…
Customer retention is won or lost in little moments throughout the customer journey. The details set the tone for how quarterly and executive business reviews…
AI has become an inextricable part of our daily lives, and the Customer Success (CS) industry is no exception. However, valid security concerns cropped up…
Happy Community Manager Appreciation Day! Today, we’re taking a moment to celebrate the incredible work of Community Managers, who play an essential role in building…
Gainsight recently announced that we were named a Leader in the first-ever Gartner® Magic Quadrant™ for Customer Success Management Platforms; Gainsight was positioned highest on…
Every year, the value of Customer Success (CS) grows and not just in our hearts (although that does happen). Companies across EMEA prove year after…
Today’s customer expects a level of response from companies that most of us find unattainable. Case in point: According to Business Dasher, 46% of customers…
Customer Success (CS) is no longer just a department—it’s a company-wide growth strategy that drives retention, efficiency, and revenue. Gainsight’s latest report, The Customer Success…
CFOs scrutinizing the tech stack are quick to question redundancies. When they see email communication capabilities in both your Marketing Automation Platform (MAP) and Customer…
In a world where instant gratification has become the norm, customers are increasingly seeking support that caters to their needs without the frustrations of lengthy…
Your Sales team has just closed a major deal. Your Sales team rings the gong, and CRM lights up with the details—contact information, deal value,…
My favorite holiday story of all time is Charles Dicken’s A Christmas Carol. The timeless lessons about reflection, redemption, and transformation resonate deeply with me,…