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Originally published on inSided.com on November 15, 2018. There are dozens of online community variations, and as the digital landscape grows and grows, the sheer…

Cheers, mate! The fourth annual Pulse Europe has come and gone and we feel pretty full of doughnuts, ice cream, and Customer Success best practices.…

This post was co-authored by Allison Pickens, Will Robins, and Mickey Alon. It’s been three weeks since we acquired Aptrinsic, and we’re just now getting…

Roses are red. Violets are blue. NPS is a leading indicator for retention—except it’s just not true. It’s often taken for granted (even among long-time…

If I had to make a list of the things that preoccupy my thoughts, I think Executive Business Reviews (EBRs) would probably come in fourth,…

I am proud to have been on the Mergers & Acquisitions (M&A) team that helped bring Aptrinsic to Gainsight. The acquisition serves a need that…

I’m reading this fabulous book right now that is perfect for anyone making important decisions—The Book of Why. The author, Judea Pearl, subtitled the work…

It’s a dark, stormy night. You’re sitting at your computer. The lights flicker as you click open your reports and there you see it; the…

We know you have questions about Gainsight’s acquisition of Aptrinsic. We tried to answer all the questions we anticipate will be common, but we’d love…

If you take a look at my LinkedIn page (and scroll way, way down), you’ll see exactly where my career took a left turn. (No, not…

Today we announced that Gainsight is acquiring Aptrinsic. I couldn’t be more excited to start working closely with Aptrinsic’s CEO and co-founder Mickey Alon. I’ve…

All over the world, companies are using data science to cultivate a healthy customer base. However, there are still a lot of questions surrounding this…

Humans are a resourceful species. But sometimes in an effort to save time and conserve resources, we end up expending more. It’s the age-old software…

From the time I was little, my dad shared stories with my brother and me about heroes. There was a story about how the Wright…

I cringe every time I’m in a conversation with a Sales leader talking about Customer Success and they make the familiar reference to our outbound…

This blog post is based on questions and answers showcased in our webinar, How to Budget for Customer Success: 2019. Does a straw have one…

This blog post is based on questions and answers showcased in our webinar, How to Budget for Customer Success: 2019. Listen to the full recording…

Another Dreamforce has come and gone. Have you caught your breath yet? Are your ears still ringing from that Metallica show? When it comes to…

Let’s all just agree: the 1990s were awesome. Tamagotchis, Birkenstocks, Vanilla Ice—what more could you ask for? And even though Birkenstocks and fanny packs are…

LinkedIn Talent Solutions just released its latest report on emerging jobs in Australia. If you’ve been keeping an eye on trends in employment (not just in…

There may only be a few months left in 2018, but it’s not too late to attend a career-boosting event! If you live in Europe,…

December 23, 1975: a date which will live in apathy. That’s the day President Gerald Ford signed the Metric Conversion Act to make the metric system…

Looking for a Customer Success Solution? Skip the Demos. You probably think I’m joking, right? I’m not. Generally speaking, watching product demos is one of the…

Budget season is upon us. Time to roll up your sleeves, get out the spreadsheets, and brace yourself for a lot of negotiation. There’s no…

Data Science is more than a buzzword, it’s a profitable practice that needs to be a part of every company’s retention strategy. So much data…

“What’s in a name? That which we call a rose by any other name would smell as sweet.” – William Shakespeare, Romeo and Juliet (II,…

This is Part Two of a series on evaluating Customer Success solutions. If you haven’t read Part One, “Settling for a ‘Good Enough’ Customer Success…

GDPR-mageddon is behind us, but it’s still an ongoing challenge for IT teams at global companies to manage all the different security and privacy standards…

Everyone wants to love their job. No one grows up dreaming of a job that makes them miserable. The catch is that there is no…

Supporting your product is a cost center. It’s just one of the necessary facts of doing business—you have to pay to play, right? But what…

In the world of Technical Support, there are a million ways to approach the core mission. I’ve seen departments structured in so many different ways,…

To watch PulseCheck 2018 or not to watch? That is the question. We make an average of 35,000 decisions per day. Blue jeans or black?…

Funnel analysis helps determine the point in which users are dropping off of a series of events that leads towards a defined goal. An example…

A cohort retention analysis is a helpful tool for product teams to understand how many of their users return to their product and after what…

If you think you’re saving money by buying a “good enough” Customer Success solution, think again. Buying a Customer Success solution is a lot like…

So you’ve been wanting to get serious about managing your customers and using data to drive insights and actions. But your data is a mess,…