Blog

Navigating the world of Customer Success can feel like learning a new language. Acronyms and terminology are everywhere, and understanding them is the first step…

“There is no such thing as a dumb question.” I disagree. Take this question I asked a customer in a CS kickoff call: “Can you…

The moment you hit send on an NPS survey can make or break your response rates—sometimes by a lot more than you’d guess. You spend…

Getting Critical Customer Data to Everyone Who Needs It Teams are managing more customers, with higher expectations (internally or externally), and tighter budgets—yet no extra…

It’s Valentine’s Day, and love is in the air. Let’s take a look at how you can delight your customers throughout their entire journey, effortlessly…

Customer Success Platforms (CSPs) can be a game-changer—or a total headache. For small companies, they often turn into expensive shelfware, bogging teams down before they’re…

Customer retention is won or lost in little moments throughout the customer journey. The details set the tone for how quarterly and executive business reviews…

AI has become an inextricable part of our daily lives, and the Customer Success (CS) industry is no exception. However, valid security concerns cropped up…

Happy Community Manager Appreciation Day! Today, we’re taking a moment to celebrate the incredible work of Community Managers, who play an essential role in building…

Gainsight recently announced that we were named a Leader in the first-ever Gartner® Magic Quadrant™ for Customer Success Management Platforms; Gainsight was positioned highest on…

Every year, the value of Customer Success (CS) grows and not just in our hearts (although that does happen). Companies across EMEA prove year after…

In today’s subscription economy, retention, loyalty, and growth all depend on how customers feel about doing business with you, and those feelings show up in…

Today’s customer expects a level of response from companies that most of us find unattainable. Case in point: According to Business Dasher, 46% of customers…

Customer Success (CS) is no longer just a department—it’s a company-wide growth strategy that drives retention, efficiency, and revenue. Gainsight’s latest report, The Customer Success…

CFOs scrutinizing the tech stack are quick to question redundancies. When they see email communication capabilities in both your Marketing Automation Platform (MAP) and Customer…

In a world where instant gratification has become the norm, customers are increasingly seeking support that caters to their needs without the frustrations of lengthy…

Your Sales team has just closed a major deal. Your Sales team rings the gong, and CRM lights up with the details—contact information, deal value,…

My favorite holiday story of all time is Charles Dicken’s A Christmas Carol. The timeless lessons about reflection, redemption, and transformation resonate deeply with me,…

In today’s market, acquiring new customers is expensive, and keeping the ones you have has never been more important. Most teams still react too slowly…

We can’t believe it’s been over a week since we gathered the Customer Success community at RAI Amsterdam for Pulse Europe 2024. Before the magic…

Exciting news from the Gainsight community! We’re thrilled to announce that Harri, the all-in-one human capital management platform for the hospitality industry, has officially become…

When it comes to implementing a new Customer Success (CS) framework, we often hear the same concerns: “It’s going to be too complex,” or “How…

Self-service hasn’t always had the best reputation. Static and stale FAQs? Check. Zero personal touch or context? Double check. And when those avenues didn’t work,…

The power of the customer to drive growth for any B2B organization increases exponentially when they connect to a community of others. In fact, many…

Every year at Pulse Europe, we recognize European industry leaders who have made significant contributions to the field of customer success (CS), driving innovation and…

Welcome to the first day of Pulse Europe 2024, Gainsight’s annual conference held at the beautiful RAI Amsterdam. This year, customer success professionals gathered from…

Today’s economy demands organizations grow efficiently, and the best way to do that is by expanding and renewing your current customer accounts. That’s right, Customer…

To most, scaling a company means more. Finding more customers, hiring more employees, all with the goal of earning more revenue. The issue, companies find…

Change can be tough, especially when it involves technology. (Just ask anyone who’s switched from Android to Apple or vice versa.) Humans are creatures of…

For the past decade, Customer Success (CS) has been defined by a straightforward mission: guide customers to achieve their desired outcomes with your product or…

Building a successful business requires laser-like focus. Companies need to hire the right people, find the right customers, and ensure they can keep those customers…

As a customer success (CS) leader, I’ve witnessed firsthand the transformative power of artificial intelligence in our industry. The rapid evolution of AI technology is…

You’ve probably noticed that customers don’t want to wait in line for help. They expect answers instantly, on their own terms. Businesses have taken note:…

Hey there, expansion enthusiasts! If you’re on the front lines of securing revenue, then you know that spotting opportunities for growth is like finding hidden…

This past week, we shared one of the most significant announcements in Gainsight’s history: our strategic partnership with SAP, an iconic company with 50-plus-year legacy…

The success of any organization relies, in part, on the right tech stack. For enterprise organizations, specifically, deciding on the right tech stack requires CIOs…