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If you’ve ever watched the show Ted Lasso, you’ve noticed that it is in many ways a tale of two coaches: Ted Lasso and Coach…

According to Gainsight research, companies continue to invest in customer success (CS), and it’s obvious why: CS is an efficient growth engine for the business. …

As market conditions shift, the era of growth at all costs has come to an end, and investors now have their eyes on companies that…

Many a classic TV show has been built around the importance of friendship. via GIPHY From Stranger Things to Brooklyn Nine-Nine to, well, Friends, we…

Back to the Future is probably the most famous and beloved time travel movie franchise ever.  The classic adventures of Marty McFly, Doc Brown, and…

On the latest Mehtaphysical Musings, I talked with Jason Knight about the world of product, how it’s evolving, and how we talk about product management…

Originally published on inSided.com on September 30, 2022. When it comes to Community, there’s a common misconception that it’s best for companies who have 500…

Three major impacts all companies should leverage. SaaS is a hefty $152 billion market, partly because tech stacks are growing. Companies use an average of…

B2B companies are scaling fast and CS executives often feel overwhelmed due to limited resources at their disposal. There’s a growing need for time optimization…

This post was originally published on Entrepreneur. The software world is chock-full of models, frameworks, schemas, configs, processes, workflows, journeys, blueprints and so many other…

This was originally published in DevOps. During a tech downturn, with enterprises cutting their subscription software budgets and VC funding drying up, SaaS businesses are…

This post originally published on CMSWire. First, the bad news … The 12-year tech bull market ended with a crash. Inflation is up. Consumer confidence…

Sometimes we find that the best observations come to us after an event, lecture, or gathering. That is exactly what is happening with Gainsight’s Pulse…

There are plenty of unexpected challenges in SaaS right now, as the looming recession becomes a reality, but Customer Success (CS) organizations in particular are…

Creating alignment in any organization is hard. For Customer Success (CS) teams, creating and managing alignment is essential at all stages of your CS evolution.…

Data tell a story in customer success.  When interpreted and presented correctly, they reveal what you are doing right or wrong and where you need…

SaaS businesses everywhere are recognizing the power of Community and launching plans to implement a community strategy as part of their customer-facing operations. And luckily,…

This post was originally posted in Inc.  One of my favorite TV shows ever is the 2000s comedy Community. The show features six-ish community college…

As we all continue to navigate a sometimes chaotic economy, it’s never been more obvious that customer success (CS) is the key to keeping your…

It’s that time of year when students are returning to school. But how about you? Customer Success pros can always learn something new or refresh…

This article was originally published in The Wall Street Journal.  Economic output declined sharply in the first half of 2022, and the U.S. seems to…

Customer success (CS) didn’t start out digital but, rather, as a collection of practices to maintain customer relationships after a sale. Organizations felt their way…

Add built-in scheduling. Add widgets. Make the home screen customizable. Add more views. More analytics. Offline capabilities. Make it purple. Make it integrate with Zapier.…

This post was originally published on CSMWire. According to Merriam-Webster, squishy refers to something that is “soft, yielding, and usually damp,” which perfectly describes my…

This post was originally published on Dice. During uncertain times, businesses have a common playbook. First, they implement a hiring freeze, then they go looking…

Just before Pulse, I shared my (slightly biased) opinion on why Pulse is the Best SaaS Event of the Year. And our time together at…

We knew walking into the Moscone Center, before the crowds arrived, that Pulse 2022 would be special. Maybe it was the fact that we were…

Pulse 2022 may be over, but the impact is just beginning. This year, for the first time ever, the focus of the event expanded beyond…

Wonder how your company’s Product-led Growth compares? In partnership with RevOps Squared, Gainsight has released the Product-Led Growth 2022 Index Report – see how your…

What is the world record for number of high fives given over a 48-hour period? Whatever it is, we’re pretty sure we beat it at…

After a whirlwind two days, Pulse 2022 has come to a close. The entire 48 hours were packed with strategic learnings, new connections, and plenty…

Congratulations to the winners of the 2022 GameChanger awards! We took some time at Pulse, our annual user conference in San Fransisco (if you somehow…

New features enable digital-led customer collaboration, AI-optimized customer success management, and customer-centric product innovation.  Pulse, Gainsight’s annual conference, offers inspiring, strategic discussions for Customer, Product,…

Pulse 2022 is officially underway! The theme this year is “Unstoppable Together” and the opening keynote by Nick Mehta, CEO of Gainsight, proved just how…

Today’s SaaS product managers need to be problem solvers at heart—wearing multiple hats, keeping teams on track, and focusing on metrics. On the latest Mehtaphysical…

This was originally published on FastCompany.  My morning mental-health best practices include things to not check: My phone My email My stock portfolio If you’ve…