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Pressure is pushing down on product leaders and managers to deliver an unbeatable user experience—and for good reason. Mastering the user experience can drive up…

I’ve been in the SaaS customer success space for more than a decade now and have seen it transition from reactive procedures to a proactive…

Customer health scores are one of the most important tools for driving retention, reducing churn, and growing your customer base. When built thoughtfully, they give…

For product managers and leaders, the right KPIs can burst open the floodgates to product growth. Product management KPIs inform decisions, help prove how well…

In today’s data-driven age, businesses can’t afford to make decisions based on gut instinct. For this reason, the best organizations measure a number of metrics—including…

When you’re on the hunt for the perfect position, job descriptions often seem too good to be true: Unlimited PTO! Game nights with the C-suite!…

In the 2021 season of The Game Changer Podcasts, Gainsight’s Adam Joseph, Regional Vice President-EMEA, pulled out all the stops for his listeners. The season’s…

The Customer Success space is relatively new to the business world and has been evolving fast over the last decade. Following the Customer-Centric revolution, there…

User onboarding is piling extra pressure on product leaders’ and managers’ shoulders. And it’s a massive responsibility. According to thinkJar research, nearly 70% of customer…

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them…

Product release events come with a special kind of excitement, and today is no different. Our Evolve event proved once again that developing bold features…

Looking back,  I’ve always been a builder. It started back in the 1980’s, where I spent every afternoon and weekend hanging around my parents’ interior…

Over the past few years, we’ve been keeping our eye on an incredibly positive trend in the most successful companies: closer, more collaborative relationships between…

In 2020, Gainsight’s Adam Joseph, Regional Vice President EMEA, recorded a series called The GameChanger Podcast. Adam was joined by several guests from all over…

A single strand of rope can get the job done, but a triple-stranded rope is practically unbreakable. That is how you should think about complementary…

One of the biggest—and most encouraging—trends we’ve seen over the past 18 months is that companies are no longer lavishing their customer success investments only…

Originally published on inSided.com on February 28, 2022. Welcome to another week of Burn the Churn! This week, we’re starting a new phase of our Customer…

This post was co-authored by Nick “Walt” Walker. Whenever people ask me what my favorite TV show was as a kid, I pause to decide…

It doesn’t matter if your product is groundbreaking and your prices are competitive, if your customers aren’t happy, you’re not going to hit your KPIs.…

Over the last year, Gainsight has produced one of the most successful and engaging online television programs called Net Retention TV. NRR-TV is hosted by…

Customer success plays an integral role in the success of any organization. CS efforts impact customer acquisition, upsells, expansions, renewals, and customer advocacy. Almost every…

“Do you have time for a quick call? I’d love to get your input on our Customer Success Organization.” I’ve received at least 500 emails,…

Originally published on inSided.com on February 7, 2022. Welcome to another week of Burn the Churn! This week, it’s time to do some core work. And…

Originally published on inSided.com on January 31, 2022. Welcome to another week of Burn the Churn! This week, we continue to build the foundation by looking…

Introducing customer success both as a methodology and working practice into a business can be difficult. No matter the stage, be it a start-up or…

Ignoring the haters! It’s indisputable that Peloton — and other digital fitness companies like it — have changed the way millions of human beings exercise.…

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer…

Where are you headed this winter? It’s that time of year when many of you would have already started planning your next vacation trip (or…

As a multi-product system, Gainsight helps customers accomplish Customer Success (CS)  by making decisions based on data that trigger appropriate actions.  The actions can happen…

TL; DR (Too Long; Didn’t Read): Gainsight acquired SaaS Community Software leader inSided! For the mundane version of this news, click here. And to see…

Are you a Customer Success Manager (CSM), Customer Success Operations (CS Ops) team member, or just someone with a penchant for processes and systems that…

[Caveat emptor: I write this to share gratitude, but I also recognize that I am very fortunate in so many ways; many people are struggling.]…

Most businesses collect customer data to leverage it in their marketing efforts. Today, more leaders realize that the same client data can be used to…

“Not everything that counts can be counted, and not everything that can be counted counts.”  – Albert Einstein “I don’t care about that Einstein quote.…

Simplicity is essential to a good User Experience. The definition of simplicity can be subjective and is open to interpretation. At Gainsight, we believe that…

If you’ve been paying attention to our content the last few weeks, you know Gainsight is excited about our 10 New Laws of Customer Success.…