Blog

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…

Every week, I remind myself that a customer is not a company—they’re individuals. We tend to view customers as teams and organizations, personas and segments,…

Meet Hank—a 6-year old basset hound who loves to play fetch, howl for no reason, and get all the belly scratches. Hank is also a…

So your free trial period is up… what happens next? Earlier this quarter we introduced the option to evaluate our Gainsight PX offering by starting…

This article is Part 2 in a two-part series that will help your product team find the right metrics to improve and demonstrate business impact.…

When I was a kid imagining the future of 2019, it looked a lot different than the present we live in today. I mean, I…

Chances are you’ve heard the saying, “‘Everyone wants change, just not for them.” If we’re being honest, we can all agree that the one constant…

This post was co-authored by Megha Mathur. Companies are constantly releasing new products and features. But making end users aware of these new options is a…

This article is Part 1 in a two-part series that will help your product team find the right metrics to demonstrate and improve business impact.…

Originally published on inSided.com on July 12, 2019. The ability to customize a product is an important and sought-after request, especially in B2B software companies.…

Our mission is to prove that you can win in business while being human first. So we want to put the spotlight on some of…

As a B2B SaaS company, your customer success strategy can be your best sales strategy. And I don’t just mean for expanding customers through upsells…

This post was co-authored by Priyanka Srinivasan. It’s basically the holy grail of subscription business: how can you accurately and scientifically predict whether a customer…

This year at Pulse 2019, Gainsight officially made our biggest product announcement ever. We unveiled the Gainsight Customer Cloud that includes incredible products like CS, PX,…

We live in a world where everyone is always on the go. Whether traveling for work, to conferences or out-of-town customer meetings, or balancing busy…

I’m a marketer, so it’s kind of my job to be “professionally proud” of my company and all the stuff we build and do. At…

Creating products takes a lot of time. Make sure your efforts don’t go to waste by following these six onboarding tactics. If you’re in product…

Over the past year we’ve talked to over 30 Customer Success Management (CSM) leaders in the B2B SaaS space. It has been eye-opening to talk…

Product analytics is a necessary part of modern product management. But what’s the point of collecting data if you have no way to act on…

It’s crystal clear that your partner channel is an asset to your company’s overall business revenue number. What’s murkier is the operational process to actually…

You want growth? Your customers’ health is more important than your top of funnel. It sounds counter-intuitive, but it’s true. Over half of customers believe…

This post was co-authored by Carolin Chhor. We’re starting to see more and more often Customer Success teams serving as the intersection between all kinds…

Pulse 2019 is over, but I’m still basking in the afterglow. Maybe it’s recency bias, but I truly believe it was our best Pulse ever…

Product Managers and Product Owners are, in fact, different. But, both are vital to product success. To keep up with the ever-changing SaaS industry, new…

This may seem like a really odd question on the surface. But, if you’re working at a software company today, or ever have, you know…

Guess what? You can talk to your users in-product without sacrificing the customer experience. Like a broken record, you’ve probably heard over and over that…

Acting has the Oscars, music has the Grammys, science and literature have the Nobel Prize. Now customer success has its own prestigious award! This year…