Blog

We’ve officially kicked off our European leg of the Customer E.R.A.S. Tour here in London.  What’s E.R.A.S., you ask? (Hint: It’s so much more than…

By Tim Van Lew, Director of Customer Success Strategy, Gainsight  Yes, it’s uncommon to see a year-in-review article in spring. While the economic challenges of…

It would be an understatement to say that the global economy is going to be unstable in 2023 and probably in 2024 as well. Navigating…

With economic uncertainty in the air, SaaS and Customer Success teams want to be more efficient and build durable businesses that withstand the market. How?…

This article was written by Lila Meyer, Director of Global Education Services, Gainsight.  Before moving into my current role as the Director of Global Education…

Whenever the economic landscape starts feeling shaky, companies—SaaS and otherwise—rush to tighten their belts and slash spend.  Today we find ourselves in a very similar…

Customer churn. It’s on everybody’s mind right now. But are you leveraging your customer community as one of your top tools to recognize and mitigate…

This article was written by Gainsight CFO Alka Tandan and originally published in Forbes. Once, finance leaders had a simple mandate: Keep the books up…

Customer success (CS) is on the verge of a digital revolution, and one-to-many tactics that increase Customer Success Manager (CSM) efficiency are making a real…

We’ve entered an era of customer success (CS) where company executives and investors have agreed now is the time to double down on CS efforts.…

This article was written by Alka Tandan, CFO, Gainsight, and originally published in CFO. In the digital economy, businesses are finding new paths to success.…

Customer success (CS) is a multifaceted discipline. It’s both art and science. It’s a balance of high-touch and digital-touch interactions. It’s about creating efficiency while…

Right before our holiday break, I sat down with internationally acclaimed Speaker and Product Discovery Coach at Product Talk, Teresa Torres. As a Product Discovery…

This article was originally published in TechHQ in two parts: Data insights drive Zoom innovation and Zoom—the next generation.  While it’s been in business since…

By Jake Ellis, Principal Product Evangelist, Gainsight From Alexa to ChatGPT, artificial intelligence (AI) has recently become a household name. It wasn’t long ago that…

With tech layoff announcements becoming more and more frequent, it’s clear that B2B SaaS companies are looking to do more with less. Less what? Less headcount, technology, resources..…

We’re officially two months into the new year, which means it’s time for a common annual tradition in tech: Reorgs. Though to be fair, reorgs…

Customer retention is arguably the most metric you can measure. Why? It costs 5x as much to acquire a new customer as it does to retain an existing…

Well well well, it looks like we’ve stumbled upon the holy grail of customer success—product adoption.  It’s the one thing that can make or break…

By Tori Jeffcoat, Senior Product Marketing Manager, Gainsight.  Life used to be predictable.  Take TV, for example. For decades, popular shows like The Simpsons and…

In the late 90s, Dell was one of the top PC manufacturers in the world. Their call centers used to field tens of thousands of…

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide…

Sabina Pons is Operating Partner at Growth Molecules™ and a 2022 Top 100 CS Strategist.  We recently covered how Customer Success (CS) teams can create…

There’s an old adage that says “you have to walk before you can run.” And while every journey is different, it’s always nice to have…

At Gainsight, we’re FIRED UP to kick off 2023 with our quarterly product launch event, Evolve.  At our last Evolve event, we discussed how to…

In a rollercoaster global economy, you need to do everything in your power to take care of all of your customers. But when you’ve got…

Sabina Pons is Operating Partner at Growth Molecules™ and a 2022 Top 100 CS Strategist.  In a recent post, we covered how customer moments of…

Given the uncertainty in the world right now, it’s hard to predict what will happen this January—let alone all of 2023. Besides the Taylor Swift…

At Gainsight, it’s our mission to be living proof that you can win at business while being Human-First. And we have some exciting news.  Gainsight…

Big announcement! An excellent way to begin the new year, we’re ecstatic to announce that Gainsight has received its ISO 27001:2013 certificate. This significant accomplishment…

As the business world prepares to weather this year’s economic headwinds, savvy SaaS organizations are doing more than battening down the hatches. They’re investing in…

Are you still burning out your Support and Customer Success teams firing fighting simple customer training issues? Is it becoming impossible to scale your manual…

Every year Gainsight loves to give our customers and community a roundup of our best resources, including events, webinars, articles, ebooks, and more. As the…

Everyone in SaaS is battoning down the hatches and preparing for an economic storm. But now is the time to set yourself up for smooth…

“The best way to predict the future is to invent it.” – Alan Kay “It’s tough to make predictions, especially about the future.” – Yogi…

Sabina Pons is Operating Partner at Growth Molecules™ and a 2022 Top 100 CS Strategist. In today’s market, companies need to do more with less.…