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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…

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…

You don’t usually hear feedback about how your customer-facing teams are doing unless things are either going really well or, unfortunately, really bad. But what…

Your product onboarding process is the initial spark that increases engagement and fuels product growth. Unfortunately, as your product and company grow, it’s easy to…

You know that feeling when your entire organization is firing on all cylinders? When customers have seamless experiences from marketing to sales and on to…

Not having a clear feature prioritization process can be maddening. Your team is ready to go, pressure is mounting, but you don’t want to spend…

Product-led growth (PLG) strategies are making waves in the SaaS industry—and that’s good news for SaaS product leaders and managers. By placing your product at…

Originally published on inSided.com on August 20, 2021. New week, new knowledge! It’s time for another post in our series, This is Digital Customer Success,…

With Customer Success now essential for millions of organizations in nearly every industry, the debate has evolved from “if and why” to “how and how…