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There’s no single blueprint for building what’s next in retention, and this year’s GameChanger winners prove it. Across EMEA and APAC, teams are rethinking how…

The adventure continues! Pulse Europe, Gainsight’s flagship European conference, took to the stage this week to explore what’s next for Customer Success and retention. Over…

Here in London, they know a thing or two about team sports. Even the best striker needs a great team behind them. And when it…

When your friend texts you saying they got the ballot for Oasis Live ‘27 tickets, you get the floor seats. When Gainsight announces that Pulse…

Customer Experience SaaS: Components, Metrics, and AI SaaS customer experience is shaped by more than one team. Product influences how easily customers reach value. Support…

Discover why community platform migration is a strategy project, not a procurement decision.

Learn what ticket deflection is, how to measure it, and what a good rate looks like.

Customer education for SaaS companies should do more than track course completions. It should help customers reach value faster. It should also give Customer Success…

Learn the key differences in GRR vs. NRR, plus formulas, benchmarks, and what the gap reveals.

The community platform space has matured a lot in the past few years, and a number of teams running long-standing platforms like Khoros are taking…

The platform that helped you launch your community might now be the thing holding you back. Most communities start on free platforms like Slack, Discord,…

Get an LMS implementation checklist with the full steps, timeline, and cost breakdown.

Explore tech touch customer success: the segmentation, playbook, and metrics that scale CS.

Learn what product adoption is and how to measure it. Drive renewals with CS.

Each year, we look for standout achievements in our community, and every year, you deliver. The 2026 GameChanger Award winners are teams that used Gainsight…

Pulse 2026 started today in Las Vegas, where we pulled back the vines to reveal an undiscovered treasure trove of retention. Post-sales professionals from around…

Discover how customer adoption drives retention. Get the curve, the stages, and the metrics that matter.

Explore end user training that sticks. Get the types, a rollout playbook, and the KPIs that prove it works.

Compare customer success vs. account management. See how the roles differ and who owns retention.

Explore customer self service trends for 2026. Turn resolution into retention.

Scott Barker helped scale Outreach from $20 million to $250 million ARR, raised $100 million for his own venture fund, and then had a panic…

AI is changing Customer Success (CS), and now the main question is not if teams will use it, but where it can make the biggest…

Learn how to calculate customer retention rate with a formula, example, and industry benchmarks.

If you ask Pradeep Raman how his team measures Customer Success (CS), he won’t talk about health scores or NPS. Instead, he focuses on the…

What happens to growth when customer value and revenue are managed by different people with separate goals? Brad Casemore, Chief Customer and Growth Officer at…

Your AI tools act smarter when they know your customers. And AI tools like Claude are becoming the daily working environment for more revenue and…

The 2026 customer experience conference calendar is packed. Not every event is worth your time or travel budget. The right choice depends on your role,…

Ask most CSMs what makes them good at their job, and they’ll tell you some version of the same thing: they know their stuff. They’re…

As I write this, four astronauts are doing something no human has done since 1972: looping around the Moon on Artemis II, 252,756 miles from…

Churn doesn’t usually come with a warning. When a customer skips a QBR, stops responding on Slack, or sends the dreaded “we’re evaluating our options”…

Your NRR hits 115% and the board approves. Then two enterprise accounts pause expansion. Suddenly that number feels less solid. Strong net revenue retention looks…

The traditional Customer Success (CS) model was built for a different era of software companies. The shift to usage-based pricing, the rise of non-technical users,…

The conventional wisdom around AI and Customer Success (CS) goes something like this: automation handles the repetitive work, and CSMs get to focus on higher-value…

Most companies treat an AI rollout the way they’d treat any other software deployment: buy the licenses, enable the accounts, send the onboarding email. Then…

If a customer asked, “What happens next?” would every team give the same answer? After the demo. After the contract. After onboarding. After the first…

NPS scores, health dashboards, adoption reports. CS teams have long used these sentiment and engagement metrics to show value. But we’ve entered an era where…