In the last 12 months, we have all seen more television than we likely care to admit. Deloitte’s recent Digital Media Trends survey indicates that…
At first glance, there isn’t much overlap in product marketing and customer success teams’ day-to-day responsibilities. They usually sit in different areas of the org,…
We just finished our first completely-virtual company kickoff at Gainsight—Outcomes 2021. We think many were naturally dreading the idea of 2 days of video meetings,…
Late last year, just a few days removed from the Thanksgiving holiday here in the US, we shared some exciting news with our community. Gainsight…
I’ve hosted get-togethers with Customer Success executives nearly every month for the past 8 years. In the “old days” (pre-COVID), these featured conversation over fine…
One of the best parts of my job is my involvement in the exploding career of Customer Success. I’ve seen people enter the field, move…
Welcome to our Change the Game in 5 Minutes Series. Today, we are sharing lessons from Sam Johnson, Chief Customer Officer of Jamf, and Ben…
Well, we made it to 2021, everyone! Before you start patting yourself on the back, take a look at your company’s customer base. You will…
The one metric that many SaaS companies use consistently to determine revenue from current customers is Net Dollar Retention (NDR). In this time of economic…
Today’s SaaS leaders have begun to increasingly recognize the importance of a new metric unique to the SaaS world – Net Dollar Retention (NDR). Given…
Have you ever had a customer churn unexpectedly? It’s never easy, especially when they are a “green” customer from all indications and health scores. So,…
As spring approaches, anticipation builds for a special event—March Madness! The time of year where brackets are drawn, team placement or seeds picked, and 68…
On February 4, 2021, my team reminded me of my 8th anniversary at Gainsight (Gainaversary!) Contrary to what some people might think, I was not…
So far in our Close the Loop series, we’ve talked about how Customer Success and Product can work together to close the loop and how…
When public market investors aren’t busy going long or short on GameStop, they are bidding up cloud stocks to all-time highs. There has never…
Top customer success teams share a growing theme: their own operations team. I first became a CS Ops leader in 2014, and I’ve seen time…
In this manic world of SaaS, SPACs, and shorts, money and valuations have taken center stage, for better or worse. In the cloud world, though,…
Originally published on inSided.com on February 3, 2021. In our first podcast episode of the year, “Your CS team is at risk of becoming the…
1. Tell us a bit about yourself and what your role is at Gainsight. I’m the Customer Account Manager for Gainsight EMEA’s customer base, working…
Originally published on inSided.com on January 22, 2021. Today’s customers have high expectations, and in SaaS, selling never really ends. B2B buying cycles are long…
There’s a reason why we’re groomed to be good listeners since Kindergarten. It’s a way to foster relationships in our personal lives and comes in…
Being in tune with your career observations, work environment, and the industry’s current ebb and flow is necessary for anyone looking to make headway in…
Over the past year, Gainsight’s CEO, Nick Mehta, has interviewed a plethora of Chief Product Officers in the series Path to Becoming A CPO. As…
It is rare for Gainsight CEO Nick Mehta to be surprised by a guest. But in a recent webinar, Chris Battles, Chief Product Officer at…
Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. In this interview, our CEO, Nick Mehta, speaks with the Senior Manager of Scaled Customer…
Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. In these conversations, we talk with customer success leaders who are role models and want…
Key Learnings and Successes with Gainsight’s PX & Adobe’s Audience Manager Have you ever heard the saying, “There is no ‘I’ in team?” Companies with…
Many enterprise companies find themselves without either a tool or platform that gives a unified customer experience across multiple products. As a result, the customer…
Users today, whether on the go or working remotely, exist on various platforms and devices— web-apps, desktop, and especially mobile phones. Multiple platforms and devices…
People may not understand the use of “combat,” but we are in a precarious situation and time where many companies are fighting for their business…
“The customer is always right.” This phrase was popularized by retailers Harry Gordon Selfridge, John Wanamaker, and Marshall Field. These men learned early in their…
My brother-in-law has taken on a memorable role in family birthdays. No matter who is celebrating—from toddler to grandparent—and no matter what time of day—from…
This past weekend I took the time to start (re)reading the book that Ashvin and Ruben wrote last year. One concept that was brought up…
Does RETENTION have your attention? Businesses in most fields or industries are interested in retention, primarily due to the current economic climate. Companies realize that…
Growth teams manage reducing churn and improving retention. To solve this, they may allocate budget on win-back campaigns or promotions with the hope of luring…
“Companies were planning for months and years to do their digital transformation. It happened overnight” – Dr. Christopher Ahlberg, CEO and Co-Founder, Recorded Future. Since…
