Blog

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…

When it comes time to execute your product engagement strategy, you may feel like you’re caught under a pile of responsibilities. Enter the hero: your…

Want to master in-product communication? It’s time for a trust fall. And if you want your users to realize the value of your company’s partnership,…

Tech touch isn’t just a buzzword that’s thrown around your Slack channel. It’s a way to engage customers with less effort from your team through…

Can you recall a professor who had a lasting impact on your life? There was something about their demeanor, their motivating message, maybe a trace…

How involved is your Customer Success team in product launches? Chances are they could be doing more. Customer Success brings a deep understanding of customers’…

Business Operations was one of my favorite courses in business school. I still put on my operations cap when I think about how quickly fast…

For software companies (and all companies eventually), Customer Success isn’t an “if,” but rather a “when” and “how.” I’ve been fortunate to witness thousands of…

Last year the world entered uncharted territory, and economists globally made predictions about whether we would have a V, L, or W-shaped recovery. In April…

Our CEO, Nick Mehta, recently sat down with Harry Stebbings, UK-based venture capitalist and podcaster to discuss all things mental health. In February 2021, Harry…

Have you ever started a new exercise routine? As things begin to open up, people are returning to gyms, yoga classes, and exercise clubs to…

If there’s a word in business that’s used more often than “churn,” it’s almost certainly the word “scale.” The influence and importance of scale can…

I can pretty vividly remember the first Pulse conference I attended back in 2013. Back then, I was still six months away from launching my…

We’ve already shared why customer visibility is crucial to improving internal customer strategy and overall customer health. Now we can take this to the next…

Every day, companies and leaders are starting a new journey of Customer Success. At Gainsight, we want to be there throughout your CS journey to…

This post was co-authored by Jake Wirfel. It’s no secret that happy customers drive better business outcomes. But how much better? Gainsight has long been…

Churn, or the loss of customers, is always present in the mind of CEOs, CCOs, and investors. However, it should be on everyone’s mind as…