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Implementing new strategies and processes in a single department can be daunting. When you’re tasked with updating the way your entire company thinks about systems…

If you’re a product leader or manager tasked with improving the product experience, you need to dig deep. To build long-term growth, you can’t just…

If you work with a desktop or on-premise application and you’re tasked with increasing product growth, you may be panicking. You know you need clear…

Most product leaders know how critical digital transformation is to their company’s future. But the best ways to nail down your digital transformation strategy aren’t…

The SaaS industry has never been so competitive. As the pressure to perform piles on product leaders and managers, there’s a way to release the…

Measuring success is tricky. Broadly, everyone keeps an eye on the bottom line, but each department prioritizes its specific performance metrics. The different priorities help…

I know what you’re thinking. What do Ted Lasso and my mom have to do with leadership? Or worse, you might be asking, “Who is…

Product-led growth is launching SaaS companies to success faster than ever. Unfortunately, if you’re a product leader or manager who’s in charge of building your…

Let’s face it: Successful SaaS companies don’t operate the way they used to. If you’re a product manager or leader, it’s up to you to…

It’s that time of year again. Yes, we’re quickly approaching the holiday season (although anyone who has walked through the aisles of Target may think…

The trial experience is your springboard to sky-high product growth. But to be effective, it takes planning. Your trial experience can either launch prospective users…

A few weeks ago, I attended our exclusive, invite-only Pulse CxO Summit at the beautiful Hotel Californian in Santa Barbara, CA. The event was limited…

SaaS is on fire. We all know that, but it strikes me every day. It used to be that you couldn’t name a SaaS company…

The thrill of the live, in-person event is back! Last week, I had the pleasure of presenting at the Technology & Services Industry Association (TSIA)…

Product growth requires a push from your whole team. Unfortunately, if you’re not reaching product-market fit, the whole team might as well be banging their…

An effective Customer Success strategy requires that the entire company is focused on delivering the best customer experience. Gainsight administrators play a crucial role in…

Constant feedback is the lifeblood pumping into every successful product delivery. And if you want to unleash a steady flow of products and features that…

Leading a go-to-market strategy can feel like a hailstorm. You’re getting drilled with feedback and opinions. A barrage of goals is peppering you from every…

The value of customer success cannot be overstated. A highly focused, strategic, and well-supported Customer Success team can affect everything from your product to Net…

Get in, everyone. Gainsight is taking you on a road trip! It will be the product adventure of a lifetime. We are gearing up to…

Like it or not, your product is rigged with obstacles. As users travel through even the best-designed products, they’re sure to trip up, overlook key…

Across decades, in any industry, business leaders have obsessed over their customers. Whether a business serves five or 500,000 people, the opinion and experience of…

When thinking about CS Operations, it’s best to think first about how the motion of operations works overall in a company.  Generally, when you consider…

So, you want to be a CS Ops Professional? Well, have you been paying attention to the job market? If so, you may have seen…

When creating the Gainsight platform, we were faced with a number of critical decisions that would shape our capabilities and value to our customers. One…

When I reflect on what excites me the most about the evolution of customer success over the past year or so, it’s most certainly the…

Originally published on inSided.com on September 10, 2021. We’re back! It’s time for another post in our series, This is Digital Customer Success, where we set out…

Are your users receiving mixed messages from your team? Unfortunately, if your teams aren’t fully connected, it will affect your customer’s experience. And if your…

Organizations create Customer Success teams to increase NRR, and we’ve recently published research showing that NRR drives valuation. But then, organizations find that the baseline…

When it comes to ensuring that your customers are having the best possible experience, you can’t rely on a gut feeling or just the feedback…

Customer Success account segmentation is one of the fundamental discussions which occurs at the beginning of any customer journey discussion. How will you treat this…

If you’re anything like me, you’ve taken on a number of new projects or started new hobbies as we’ve adjusted to a different way of…

The product growth wave is swelling, and it’s poised to slam into SaaS companies of all types. This product-focused approach isn’t just changing how SaaS…

When you think of customer success and marketing, you may be thinking that those two areas of the business—and their related strategies—aren’t very related. But…

Today’s leading organizations are increasingly seeing the wide impact that effective customer success has on their entire business. Not only does strong customer success help…

Originally published on inSided.com on August 26, 2021. Back when Customer Success was new (okay, I know, that feels like it was just yesterday), CS leaders…