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5 Reasons Using Product Analytics Enhances Your Customer Experience
Here’s a harsh reality: To grow your product, your team has to be laser-focused on the customer’s experience. In the modern SaaS world, disappointed users…
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Customer Success Operations: The Hottest Career in the Customer Service Space
This post originally appeared in Customer Experience Magazine. In today’s economy, where nearly every company is either “born in the cloud” or transforming into a…
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Essential Considerations For Your First Customer Scorecard
We've all been there. You think everything is going great, the customer is always so kind and enthusiastic on the phone. But when it comes…
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Customer Success by Product Design: A New Collaboration Process for Human-First Companies
Co-Authored by Ophir Sweiry and Chris Jalisi The need to bridge the gap between Customer Success and Product to drive positive customer outcomes is well-known.…
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5 Ways Product-Led Growth Will Help You Generate Expansion Revenue
Let’s face it: The modern world doesn’t operate the way it used to. Snagging one-time customers and walking away won’t cut it if you want…
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NRR, CRO, VIP & What It All Means To Me: How As A CSM You Can Drive Revenue Expansion And Why It Matters
By Sabina Pons, Operating Partner at Growth Molecules™ and a 2022 Top 100 CS Strategist. Congratulations, you just embarked on your next endeavor as a newly minted…
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All About Leveling Up your Customer Success Game
An athlete’s path to success is as unique as the person. Similarly, a company’s path to leveling up doesn’t always come with a predictable model,…
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Enterprise CS 501: Optimize and Scale the Impact of CS
Let me start with a statement that might seem far-fetched: enterprise customer success organizations looking to optimize and scale as they mature can learn a…
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I’m Biased But…10 Special Things About Working at Gainsight
Every company claims, “you’ll never work somewhere like here” and, “we have the best company Values.” And I’m sure they are all (mostly) true. But…
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Preserving Revenue With PX: How Measuring NDR Is Easier With a Retention Focus
Want to prove value and reassure your stakeholders that your product plans are on course? Measuring revenue alone won’t cut it. SaaS companies depend on…
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6 Ways to Start Loving Your Internal QBRs
One hundred slides? A round-robin discussion of our lowest lows? “Sign us up!” said no employee ever. Review time doesn’t have to be dreaded for…
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Enterprise CS 401: Mature Your Foundational CS Strategies
Every year in March, America becomes obsessed with the NCAA college basketball tournament. For many college teams and their fans, simply making it into the…
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5 Reasons High Inflation Makes Customer-Centricity More Important Than Ever
This post originally appeared in Chief Executive. In case you missed the news—or haven’t visited a grocery store in a long time—prices are going up.…
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Top 3 CS Trends We’re Paying Attention to Right Now
Over the past several years, Gainsight has turned to the field of information and statistical reporting to aid in traversing change and building out new…
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The Ultimate List of Customer Success Resources For 2022
Every year Gainsight loves to give our customers and community the best of what we have for resources, including events, webinars, articles, ebooks, and more.…
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The Ultimate List of Product Experience Resources for 2022
2022 has already been quite the year. Since 2021, we have seen more product-led hypergrowth than in years past. According to an October 2021 Wired…
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5 Product Analytics Your Organization Must Be Measuring To Improve Its Customer Experience
If you want to improve your customer’s experience, you have to crawl into their skin and see what they see. That’s what the best product…
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Enterprise CS 301: Measure Business Impact the Right Way
When it comes to travel, they say half the fun is getting there—though it usually depends on which airline you take! Similarly, establishing customer success…
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Enterprise CS 201: Customer Success for Multi-Product Growth
As SaaS companies grow, it’s only natural for them to consider a multi-product strategy. New products give companies the means to find new opportunities to…
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The 4 Types of Data You Must Include in Your Customer 360 Health Tracking
By Evan Williams, Customer Success Advisor, Growth Molecules. One of the most powerful tools in a Customer Success (CS) leaders’ arsenal is a data-driven 360…
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6 Steps to Launching Your Customer Health Dashboard
This article was originally published by Sales & Marketing Management. Customer health dashboards are one of the critical keys to durable revenue growth. At its…
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Selling the Value of CS Internally: The Lessons Learned by Ian Anis of Tableau
For years now, Gainsight has been leading the campaign regarding the value of customer success and its return on investment. Entire fields of industry are…
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Introduction to Behavioral Segmentation and How It Can Create Better Connections With Your Customers
Wouldn’t it be nice if all of your customers used your products in the exact same way? Of course, it’s never that easy. To illustrate,…
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Enterprise CS 101: Establishing Customer Success Quickly
Batman. Spider-Man. Superman. The greatest characters never go out of style. But that doesn’t mean they don’t need updating periodically with a new remake. If…
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5 Ways Chief Customer Officers Can Drive Net Revenue Retention
This post was originally published in Ecommerce Times. Though the pandemic isn’t exactly in the rearview mirror yet, we are beginning to understand the effect it’s had…
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Questions (+ Answers) For Launching A CS Ops Team
Transforming your customer success strategies into revenue-driving operations takes more than additional customer success managers. Expanding the team is not always the right answer to…
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4 Ways a Product-Led Approach Can Reduce Your Customer Acquisition Cost
You’ve probably noticed how fast product-led growth models are skyrocketing in popularity. Wondering why everyone is so gung-ho about this business methodology? One of the…
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A Tale of Scale With Meenu Argwal, Senior VP of CS at VMware
Gainsight is always excited to see our customers excel with the use of our products. But when they take a new direction of incredible growth…
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4 Steps To Give Your Transformational Change A Chance
By Sabina Pons, Operating Partner at Growth Molecules™ and a 2022 Top 100 CS Strategist. Company-wide change is very complex. Whether you have an existing and…
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10 VCs Who Are Doubling Down on Customer Success
Co-Authored by Nick “Walt” Walker If your goal is to become a SaaS CEO at a startup company, you’ll have to learn several skills: Building…
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Top 10 Reasons to Attend Pulse 2022
After two years of virtual experiences, Pulse is back and it’s happening IRL! If you ask us, logging off Zoom and making face-to-face connections once…
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How To Measure Product Adoption Using Product Analytics
The second you launch a new feature or a customer signs up for your product, the clock starts ticking. The faster you can get users…
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PX for Multi-Product Companies
Multi-product companies are bursting with growth potential. But product leaders and managers know how challenging it can be to keep that growth moving in the…
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Why Early Maturity CS Teams Need A Less-Is-More Approach To Data
Data drives your customer success program. It adds up to highly effective scorecards. It enables correlations that help predict renewals and expansion opportunities. BUT, it…
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Why a Product-Led Growth Strategy Is Becoming a Must in Today’s Competitive Market
As a product leader or manager, it may feel like you’re being asked to help your company outrun the competition while the field becomes more…
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Creating a Product Roadmap? Ask Yourself These Questions
Before your product starts booming, you need a product roadmap that charts a clear course to growth. Unfortunately, as a product leader or manager, you’re…
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