via GIPHY As I’ve written about, progress normally comes at us gradually, but COVID-19 has changed that and rapidly accelerated our progress toward the future.…
From the beginning, we’ve said that Customer Success is not just a department – it’s a company-wide priority. Over the years, we’ve discussed how CS…
In the SaaS industry, it’s always been our job to provide flexibility and accessibility through our products. Remote work isn’t new. The products we create…
Unless you are in one of a few select industries — video conferencing, distance learning, security or certain healthcare companies etc. — COVID-19 is likely…
In most SaaS industries, vendors strictly communicate with decision-makers, key stakeholders, and administrators. It’s quite different in HealthIT! Because users must use our platforms to…
There is an old joke: A car mechanic was performing routine service for his trusted client, a cardiac surgeon, while the surgeon waited in the…
5 Ways to calibrate your product & GTM strategy with Product-led growth It feels like someone pulled the plug on the world’s economy and we’re…
As a Sales Leader, I am deeply focused on how to maintain & maximize revenue during the currently unfolding & rapidly changing COVID landscape. I…
If you’re like every sales team right now, COVID-19 has done a number on your new logo pipeline and blown up your forecast. Uncertainty has…
This blog post is written by guest author, Steve Johnson, CEO and founder of Under10 Consulting and former VP and Founding Instructor at Pragmatic…
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…
