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Tips and Tricks for Building a Product-led Flywheel
The SaaS industry has never been so competitive. As the pressure to perform piles on product leaders and managers, there’s a way to release the…
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Why Is NRR Your Most Important Growth Metric?
Measuring success is tricky. Broadly, everyone keeps an eye on the bottom line, but each department prioritizes its specific performance metrics. The different priorities help…
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What My Mom And Ted Lasso Taught Me About Leadership
I know what you’re thinking. What do Ted Lasso and my mom have to do with leadership? Or worse, you might be asking, “Who is…
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Growth and Analytics: How to Enable Product-Led Success
Product-led growth is launching SaaS companies to success faster than ever. Unfortunately, if you’re a product leader or manager who’s in charge of building your…
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Product Led Success: The Professional’s Handbook – An Introduction Blog
Let’s face it: Successful SaaS companies don’t operate the way they used to. If you’re a product manager or leader, it’s up to you to…
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New AI-Powered Capabilities to Shift Your Product-Led Growth Strategies Into Overdrive
It’s that time of year again. Yes, we’re quickly approaching the holiday season (although anyone who has walked through the aisles of Target may think…
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Creating a Best-in-Class Trial Experience
The trial experience is your springboard to sky-high product growth. But to be effective, it takes planning. Your trial experience can either launch prospective users…
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6 Takeaways From Pulse CxO Summit
A few weeks ago, I attended our exclusive, invite-only Pulse CxO Summit at the beautiful Hotel Californian in Santa Barbara, CA. The event was limited…
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Why (Nearly) Every SaaS Company Should Have A Chief Customer Officer
SaaS is on fire. We all know that, but it strikes me every day. It used to be that you couldn’t name a SaaS company…
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3 Most Important Questions We Heard at TSW 2021
The thrill of the live, in-person event is back! Last week, I had the pleasure of presenting at the Technology & Services Industry Association (TSIA)…
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Finding Product-Market Fit
Product growth requires a push from your whole team. Unfortunately, if you’re not reaching product-market fit, the whole team might as well be banging their…
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A Day in the Life: 3 Gainsight Admins Give A Glimpse Into Their Role
An effective Customer Success strategy requires that the entire company is focused on delivering the best customer experience. Gainsight administrators play a crucial role in…
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Embedding a Customer Feedback Loop Into Your Product Delivery
Constant feedback is the lifeblood pumping into every successful product delivery. And if you want to unleash a steady flow of products and features that…
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Three Pillars That Support a Successful Product-Led Go-to-Market Strategy
Leading a go-to-market strategy can feel like a hailstorm. You’re getting drilled with feedback and opinions. A barrage of goals is peppering you from every…
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5 Steps to Secure the Right Budget for a Well-Resourced Customer Success Team
The value of customer success cannot be overstated. A highly focused, strategic, and well-supported Customer Success team can affect everything from your product to Net…
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Pulse for Product 2021: Meet the Drivers on the Road to Product Led Growth
Get in, everyone. Gainsight is taking you on a road trip! It will be the product adventure of a lifetime. We are gearing up to…
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How To Leverage Product Usage Analytics To Identify and Remove Friction Points
Like it or not, your product is rigged with obstacles. As users travel through even the best-designed products, they’re sure to trip up, overlook key…
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The Evolution of Customer Success
Across decades, in any industry, business leaders have obsessed over their customers. Whether a business serves five or 500,000 people, the opinion and experience of…
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The Evolution of CS Operations
When thinking about CS Operations, it's best to think first about how the motion of operations works overall in a company. Generally, when you consider…
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5 Qualities You Need to Be a Great CS Ops Leader
So, you want to be a CS Ops Professional? Well, have you been paying attention to the job market? If so, you may have seen…
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Gainsight Architecture and Multi-Tenancy
When creating the Gainsight platform, we were faced with a number of critical decisions that would shape our capabilities and value to our customers. One…
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CS 2021: Making Customer Success Less “Squishy” [CS BOD Slide Pack Template]
When I reflect on what excites me the most about the evolution of customer success over the past year or so, it’s most certainly the…
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Structuring your Customer Success team
Originally published on inSided.com on September 10, 2021. We’re back! It’s time for another post in our series, This is Digital Customer Success, where we set out…
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From Silos to a Cross-Functional Focus on Customer Experience
Are your users receiving mixed messages from your team? Unfortunately, if your teams aren’t fully connected, it will affect your customer’s experience. And if your…
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How CS Ops Drives Market Valuation
Organizations create Customer Success teams to increase NRR, and we’ve recently published research showing that NRR drives valuation. But then, organizations find that the baseline…
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Customer Success & Channel Partner Success
When it comes to ensuring that your customers are having the best possible experience, you can’t rely on a gut feeling or just the feedback…
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Top 10 Tips for Strategic Accounts
Customer Success account segmentation is one of the fundamental discussions which occurs at the beginning of any customer journey discussion. How will you treat this…
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Welcome Home: Introducing Your All-New CSM Experience with Gainsight Home
If you’re anything like me, you’ve taken on a number of new projects or started new hobbies as we’ve adjusted to a different way of…
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The Emerging Role of Product Growth
The product growth wave is swelling, and it’s poised to slam into SaaS companies of all types. This product-focused approach isn’t just changing how SaaS…
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Customer Success & Marketing Success
When you think of customer success and marketing, you may be thinking that those two areas of the business—and their related strategies—aren’t very related. But…
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Customer Success for Board and Shareholder Success
Today’s leading organizations are increasingly seeing the wide impact that effective customer success has on their entire business. Not only does strong customer success help…
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Guest post: The Digital CSM – Goals and responsibilities of the CS team’s latest addition
Originally published on inSided.com on August 26, 2021. Back when Customer Success was new (okay, I know, that feels like it was just yesterday), CS leaders…
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Customer Success & Teammate Success
You don’t usually hear feedback about how your customer-facing teams are doing unless things are either going really well or, unfortunately, really bad. But what…
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How to Build a Scalable User Onboarding Process
Your product onboarding process is the initial spark that increases engagement and fuels product growth. Unfortunately, as your product and company grow, it’s easy to…
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Customer Success for Sales Success
You know that feeling when your entire organization is firing on all cylinders? When customers have seamless experiences from marketing to sales and on to…
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How To Improve Your Feature Prioritization Process With Data You Already Have
Not having a clear feature prioritization process can be maddening. Your team is ready to go, pressure is mounting, but you don’t want to spend…
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