From working from home as the new standard, to businesses closing indefinitely, to once-crowded roads being now nearly empty, it doesn’t take much to see…
This is a challenging time for each one of us—whether as an individual or as a business. In these difficult times, it is more important…
Renewals and account leaders, now is your time to shine. Downturns are hard, even on recurring revenue businesses. In a time like this, your existing…
How many years ago was January 1, 2020? I don’t know about you, but I lose track of time these days. Even though winter is…
In an industry where communication is critical, how do you make sure the right message reaches the right patients, providers, and non-clinical staff? Over the…
If you’ve been following customer success blogs recently, a lot has been said and written about how to communicate better and consistently in times of crisis…
With the global shift to remote work, our customers have experienced a 50% increase in Monthly Active Users. All of us are spending more time…
To our Customer Success and Product professionals in HealthIT and Healthcare communities, we’re so thankful for everything you are doing to keep us all informed,…
This post was co-authored by Ashvin Vaidyanathan. Investor Gavin Baker wrote a terrific blog where he shared his thoughts about recurring revenue. In short, you can’t…
The COVID-19 pandemic is fundamentally changing how we practice and experience healthcare in the United States and digital health platforms, like yours, are at the…
If you’re like me, you probably feel like the world we live in is completely different from what it was even just a few weeks…
It’s times like these that really put what’s important into perspective. Nick recently wrote a great post detailing five major reasons why customer success, and its…
Your CSM team is on the front line every day keeping your customers successful. They wear a multitude of hats to keep the business thriving.…
Do you remember New Year’s Eve? I do. I’m talking about New Year’s Eve—this year. 2020. The start of a new decade. The twenties. At least…
If you’ve spent any time on any social media these last few days, the responses to the current coronavirus crisis range from: All the way…
If you want to build the best product, you need access to the best reporting and analytics. Data, as prolific as it may seem, is…
Our CCO, Ashvin Vaidyanathan, and our Chief Strategist, Ruben Rabago, were honored to be invited to do an AMA (Ask Me Anything) on Reddit last…
Let’s start by acknowledging that Customer Success teams always have the coolest people in the company. They are kind, optimistic, helpful, and they take really…
Last Friday, as the COVID-19 anxiety was just starting to take over the national conversation in the US, a teammate asked me a simple question:…
Are you delivering a product experience your users want or are you just going through the motions? In a world full of products offering the…
The Hare, mad at the Tortoise for beating her in a (now world-famous) foot race, said to the Tortoise, “Let’s have a rematch.” The Tortoise…
Originally published on inSided.com on February 21, 2020. Are you struggling to know what Customer Success tools and tactics you should be using as your…
Originally published on inSided.com on February 12, 2020. Here at inSided, we talk a lot about online communities and the benefits they bring to SaaS…
A lot happened to the Gainsight platform in 2019. Are you all caught up? Gainsight is in lockstep with the ever-evolving discipline of customer success. As…
There is no shortage of feedback these days. But what is everyone doing with it? When you’re trying to deliver an exceptional product, it’s easy…
Originally published on inSided.com on January 14, 2020. In this guest post from G2 they highlight why brand communities should be central to your business…
The weather outside might be frightful, but looking back, 2019 was pretty delightful. We’ve released some amazing new Gainsight PX features, put on the best…
On a recent webinar with one of our private equity partners, Gainsight CEO Nick Mehta shared an inspiring outlook on what’s to come in the…
It’s December. For us software people, that means it’s time for three things: Holiday fun Closing Q4 and… Microsoft Excel! Or Google Sheets. Or Pyspread…
As you may know, I meet a lot of customers. As such, I often find myself waiting in many tech company lobbies. I’ve done my…
I’m a huge fan of science fiction. A little bit different, but in the same wheelhouse is speculative fiction—and I love that word: speculative. Coming…
We had a big board meeting this quarter where we not only covered the past quarter’s “state of the union” and metrics, but also plans…
Customer churn. It’s on everybody’s mind. Studies show that customer churn is costing U.S. businesses $136 billion a year. Even though you might not be…
At times it can feel like Sales and Post-Sales teams have nothing in common. But there’s one thing that both sides of the house can…
I recently had a fun/not-fun experience with one of the big event ticketing companies. Love them or hate them (hi, Taylor Swift), you kind of…
Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS…
