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…
Middle school. Whose idea was it to put 12 and 13-year-olds in a new school with new social structures and new challenges while they’re basically…
Gainsight’s newest book, The Customer Success Economy, builds on the success of Gainsight’s first volume, Customer Success: How Innovative Companies Are Reducing Churn and Growing…
When it rains, it pours—products and features, that is! In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that…
As a COO, I’m always trying to figure out get a ton of things done in a short amount of time. I’m constantly thinking about…
I want to talk about “virtue signaling.” In case you haven’t heard that term, it’s generally meant as a criticism of public displays of morality…
A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues…
Originally published on inSided.com on May 9, 2019. Let’s be clear, both customer service and customer experience are integral to business success, whether it be…
Evaluating software is tough. I’ve gone through the process more times than I can count. In the era of the subscription economy, there are tons…
Shout out to the Product people of the world. Without them, none of the software solutions or apps we love would be here today. If…
As a product manager, metrics affect every move you make. You need to know the right ones to get the job done—and to prove you…
We sat down with Melissa Perri, author of “Escaping the Build Trap: How Effective Product Management Creates Real Value,” to learn how we can be…
Which starship Enterprise captain is your favorite: Kirk or Picard? I embedded a poll here just for kicks; can’t wait to see the results. (If…
We asked our Pulse 2019 speakers for the best advice they’ve ever received and we’re sharing it with you so you can take your product and…
Planning your product roadmap? You should know these six key terms before putting pencil to paper. What is Product Planning? Product planning is the process…
It turns out that where you got your MBA isn’t a predictor of your success as a CEO. Actually, neither is your past performance! At…
Download our complete in-app engagement kit here. Helping customers is good. Pestering them is bad. How do you strike a balance when talking to them…
In January, as a result of a merger, I started to search for a customer success leadership position. Over the course of a few months,…
So this is crazy. Click here to read last year’s Pulse recap blog and scroll down to the bottom. I’ll wait! Welcome back! So we’re weeks away…
In-app messages are popping up everywhere and SaaS products are no exception. In-app engagements is a highly effective way to increase user retention and engagement. In…
Customer success has become the cornerstone of many companies’ strategy to reduce churn, drive upsell and expansion opportunities, and increase advocacy. And customer success solutions…
Match the emoji clues with the right Pulse 2019 Track! If you can answer #5, you’re an emoji MASTER. Want to learn more about Pulse…
“If I have seen further it is by standing on the shoulders of Giants.” That’s a pretty humble statement from the man who invented calculus.…
Your product can’t suck. That’s a given. But it’s also not enough to be a good product that doesn’t hook your customer and connect to…
There’s nothing worse than submitting feedback about a product you love and hearing nothing back. Okay, there’s probably a few things that are worse, but…
The natural tendency of customers and vendors is to drift apart, not closer together. Let’s say it another way: The natural tendency of all your…
When I think about health scores, it’s hard not to picture the analogy that’s built into the name: health. In the health analogy, customers are…
Imagine a world where your computer didn’t have any folders, only files crowding your desktop. That’s the feeling of analyzing usage of your product’s features…
Do you know where your users are? And the last time they were in your product? And what they did? And if they saw your…
You may think your product is healthy, but there’s a scary secret hiding in your data that you may not be equipped to defeat. Why…
Just how accurate are online review aggregators, anyway? If you pull up Google or Yelp for a restaurant, say, you’ll get an aggregate of stars…
The most terrible response can be silence. In 2016, the Swedish Academy announced that it was awarding the year’s Nobel Prize in literature to Bob…
There’s a best practice that sets apart the most successful products from the rest and it’s simpler than you think. Back in February, I attended…
Are the right people driving product experience in your company? The Age of the Customer has increased the importance of delivering exceptional customer experiences and…
We all know how it works…a fledgling SaaS company releases a minimally viable product and starts bringing on customers. Early customers help shape the direction…
So it’s starting to look like a pretty ingenious career move to get into the customer success profession. On LinkedIn’s latest jobs report—the most promising…
