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5 Tips for Building a Best-in-Class Product-Led Growth Strategy
Product-led growth (PLG) strategies are making waves in the SaaS industry—and that’s good news for SaaS product leaders and managers. By placing your product at…
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Reach, effect, ROI: Measuring the impact of your digital-led Customer Success program
Originally published on inSided.com on August 20, 2021. New week, new knowledge! It’s time for another post in our series, This is Digital Customer Success,…
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The Simple Truth: 7 CS Leaders Share When and Why They Chose Gainsight
With Customer Success now essential for millions of organizations in nearly every industry, the debate has evolved from “if and why” to “how and how…
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Creating Governance Around Your In-Product User Guide Experiences, Part III: How to Use Your Product to Master Your In-Product User Guide Experience
When it comes time to execute your product engagement strategy, you may feel like you’re caught under a pile of responsibilities. Enter the hero: your…
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Creating Governance Around Your In-Product User Guide Experiences, Part II: Secrets to Perfecting Process and the In-Product User Guide Experience
Want to master in-product communication? It’s time for a trust fall. And if you want your users to realize the value of your company’s partnership,…
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Creating Governance Around Your In-Product User Guide Experiences, Part I: How To Rally Your People for a Stellar In-Product User Guide Experience
Tech touch isn’t just a buzzword that’s thrown around your Slack channel. It’s a way to engage customers with less effort from your team through…
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Geoffrey Moore Applies His Four Zones to Customer Success
Can you recall a professor who had a lasting impact on your life? There was something about their demeanor, their motivating message, maybe a trace…
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How to Collaborate between Customer Success and Product Teams to Ensure a Successful Product Launch
How involved is your Customer Success team in product launches? Chances are they could be doing more. Customer Success brings a deep understanding of customers’…
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The Who, What and When For CS Operational Success
Business Operations was one of my favorite courses in business school. I still put on my operations cap when I think about how quickly fast…
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5 Stages of CEO Acceptance of Customer Success
For software companies (and all companies eventually), Customer Success isn’t an “if,” but rather a “when” and “how.” I’ve been fortunate to witness thousands of…
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CS Careers and Compensation Skyrocket in 2021
Last year the world entered uncharted territory, and economists globally made predictions about whether we would have a V, L, or W-shaped recovery. In April…
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Nick Mehta Joins the 20VC Podcast with Harry Stebbings
Our CEO, Nick Mehta, recently sat down with Harry Stebbings, UK-based venture capitalist and podcaster to discuss all things mental health. In February 2021, Harry…
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Leverage Advanced Analytics to Uplevel Your CS Strategy
Have you ever started a new exercise routine? As things begin to open up, people are returning to gyms, yoga classes, and exercise clubs to…
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Why Scale and Efficiency are Important For Your Business
If there’s a word in business that’s used more often than “churn,” it’s almost certainly the word “scale.” The influence and importance of scale can…
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The Journey to Hybrid: 20+ Things We Learned Transforming Pulse Everywhere
I can pretty vividly remember the first Pulse conference I attended back in 2013. Back then, I was still six months away from launching my…
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Using Automated Best Practices Puts the ‘Intelligence’ in Artificial Intelligence
We’ve already shared why customer visibility is crucial to improving internal customer strategy and overall customer health. Now we can take this to the next…
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Building the Foundation for Customer Visibility with Usage Data and Health Scoring
Every day, companies and leaders are starting a new journey of Customer Success. At Gainsight, we want to be there throughout your CS journey to…
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Net Revenue Retention Drives Market Cap
This post was co-authored by Jake Wirfel. It’s no secret that happy customers drive better business outcomes. But how much better? Gainsight has long been…
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Tackling Excessive Churn For Better NDR
Churn, or the loss of customers, is always present in the mind of CEOs, CCOs, and investors. However, it should be on everyone’s mind as…
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How Gainsight Redesigned the Customer Health Score for One of Its Products
At Gainsight, we value our customer’s success as our success. A key part of this strategy is to build and use customer health scores, a…
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How to Nail Your New Feature Announcement & Launch Plan
Your team has been working around-the-clock to build a game-changing new feature. As a product leader, it’s up to you to successfully launch that new…
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7 Ways Gainsight Used PX to Make Pulse Everywhere More Engaging
Every year, Gainsight holds its annual conference, Pulse. It's THE must-attend event for anybody interested in creating customer-centric experiences that drive business growth. Whether you're…
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Why Visibility Is the Foundation for Customer Success
Have you ever felt invisible standing in a room full of people, wondering if anyone notices you? Some want to blend into the background while…
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The Importance of Collecting Product Feedback and How To Programmatically Collect and Analyze It
The Importance of Collecting Product Feedback Customer feedback is the fuel that drives your product decisions. Unfortunately, it can be maddening to have to balance…
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5 Reports to Consider When Building a Product Management Road Map
If you’re a product manager or product leader, you’re constantly being pummeled with feedback and pressured to improve your product. As you plan your product…
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3 Tips for Getting Started with Product Usage Data
Your company’s product usage data is a treasure trove of insights—one that gives you a valuable window into your user’s experience. Unfortunately, most SaaS project…
Check it out Friday Tracks and Takeaways When Lightning Strikes
If you tuned in to Pulse Everywhere Day One or Day Two, you might have noticed that we’re big fans of “Lightning Round” questions. We…
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Episode Two: Pulse Everywhere Session Recaps and Takeaways from Day Two
It was a chilly day in San Francisco, but it was hot and happening on day two of Pulse Everywhere. With the amazing content from…
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And The 2021 GameChanger Award Goes To…
Every year we are astounded by the attendance at Gainsight's Pulse events. It’s a symbol that people are focused on learning more about customer success.…
Check it out Live From San Francisco it’s… Pulse Everywhere! Here’s What We Did on Day One
What were you watching a year ago from today? Maybe you were watching Parasite after it won the first non-English Oscar for Best Picture. Or…
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Gainsight Clients Have Higher Growth Rates, Net Retention and Valuation Multiples
Co-Written by An Yan, MBA Candidate at Stanford Graduate School of Business “What’s the ROI of Customer Success?” This is a question I hear all…
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It All Starts with Leadership Alignment
"C-suite alignment isn’t just a catch-phrase. It’s a real-life business challenge, and solving it may be the most critical thing you do on your way…
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Building your Digital Customer Success program: (a new take on) mapping out the customer journey
Originally published on inSided.com on May 25, 2021. Welcome to the third post in our new series, This is Digital Customer Success where we set out to…
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5 Ways We Improved Onboarding NPS from +14 to +85 in One Year
It was early Fall 2017 when I got a call from a former manager of mine who had just joined what he referred to as…
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Our Top Takeaways From The Gartner 2021 Market Guide for Customer Success Management Platforms
If one thing is abundantly clear, Customer Success has grown tremendously, both as a function and an industry, in recent years. According to the newly…
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The core components of Digital Customer Success
Originally published on inSided.com on May 12, 2021. Welcome to the second post in our new series, This is Digital Customer Success where we set out to…
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