Blog

It’s Thanksgiving tomorrow in the U.S., and if you haven’t gotten your supplies and ingredients together, you’re not quite totally screwed, but at best you’ll be…

Originally published on inSided.com on November 26, 2019. Good communication is vital if you want to improve your company’s bottom line and grow your business.…

Today is the big day. You and the rest of the product team are launching what is sure to be the next game-changer. You’ve done…

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication…

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed…

Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned…

Have you ever had that feeling where you looked around a room and wondered if everyone was thinking the same thing, but no one was…

Take a look at two NPS responses: “They have been a great partner. But as we look to the future, we’re rethinking how we do…

We’ve all been there. After months trying to convince colleagues, “Let’s do it right this time,” finally, everyone agrees to invest in a cross-functional B2B…

The critical role played by customer success (CS) teams is well known, as is the importance of the customer success software powering these teams. But,…

If you’re familiar with HubSpot, then the word that probably comes to mind is “inbound.” Inbound marketing was the concept upon which we founded HubSpot:…

Boards are evolving—and thank goodness for that! The pace of business has accelerated and industries are transforming. Boards are realizing they must change as well…

This post was co-authored by Lisa Ashcraft. In 2018, the average company spent $343,000 on SaaS. In this same report, it was also determined that the…

I love playing professional matchmaker. It’s my favorite part of business. I’m sure if I were born 100 years ago in my family’s native home…

Customer success has taken the business world by storm, and not just in tech and SaaS. CSM is one of the fastest growing jobs worldwide…

Every meeting I have with leaders about customer success starts pretty much the same: “Nick, before we get started, I want to let you know…

The business-to-business (B2B) industry has recently undergone a massive evolution. In the past, a small number of behemoths dominated the market, but today, innovative brands of…

Originally published on inSided.com on September 25, 2019. Great customer support is an essential element of success for every B2B organisation. Any support query coming…

This is a blog about how to create a strategy for dealing with sponsor change. But because it’s me, I want to first talk a…

We recently had the opportunity to join Gainsight for a webinar about Finding Friction in Your User Journey and How to Fix It. One of…

The new year is right around the corner, which means time is running out to get your budget in order. Customer growth is the goal…

Originally published on inSided.com on September 18, 2019. A couple of weeks ago we posted a blog on 3 reasons why online communities are vital for effective Customer…

What is product-led growth, exactly? Travis Kaufman, VP of Product Growth at Gainsight, defines the buzzword and shares growth-boosting best practices. This Q&A is an…

You know those moments in life where you feel like you reached the “next level” in your evolution as a human? I remember all of…

If you’re using these old school methods, your product instrumentation is suffering. Today’s product teams have easy access to tools that help them track every…

What is a customer? It’s a word I’ve typed so often in my job here at Gainsight I find myself accidentally typing it on autopilot…

Four out of five B2B companies expect to compete based on CX alone. But will they actually? For most of them, the answer is no.…

Everyone has parts of their job that they love and parts that they loathe. The parts that energize you and the parts that drain you.…

Signing new customers costs five times as much as retaining old ones. So why are businesses failing at renewals? One of the most common problems…

As a customer success professional, you talk to your customers every day and gather a ton of feedback straight from the frontlines. This is real-time,…

“Why should my Customer Success (CS) teams think marketing?” That’s a question I often hear from CS leaders. My short answer is that CS must…

If you’re a Revenue leader, chances are you care about two pretty straightforward things: 1) acquiring new customers and 2) selling more to existing ones.…

This post was co-authored by Kelly Dehart. Revenue leaders who own both renewals as well as new business recognize that managing renewals is a completely…

Since the beginning of business, we’ve been on a journey to accurately evaluate and predict customer needs. For people in Product, delivering products your customers…

Originally published on inSided.com on August 5, 2019. In a world where both grabbing, and keeping, a customer’s attention is becoming increasingly difficult, companies are…

This post was co-authored by Elliot Hullverson. As a member of our Customer Success Operations team, our Client Outcomes Managers (COMs) are my #1 customer…