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The Ultimate List of Product Experience Resources for 2023
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…
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The Ultimate List of Customer Success Resources for 2023
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…
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Three Secrets to Secure Budget for Customer Success and Fuel Durable Growth
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…
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10 Customer Success Predictions for 2023
"The best way to predict the future is to invent it.” - Alan Kay “It's tough to make predictions, especially about the future.” - Yogi…
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Customer Moments of Truth Are Your Map to Digital Scale
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.…
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How CS Teams Can Adopt the “Do More With Less” Mindset
Have you ever been in a situation where there just aren't enough hours in the day to get everything done? Or perhaps you’re about to…
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Use Customer Health Data to Grow and Forecast NRR
This story was originally published in TechCrunch. An old maxim among courtroom litigators states that you should only ask a question of a witness when you…
Check it out Three Reasons Why a High Churn SaaS Business Will (Probably) Never Make Money
How will we look back on 2021 and 2022 years from now? I’m sure partly, we will reflect with shock. How did we ever think…
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Harvard Business Review and Gainsight Report on the New Responsibilities for Product Leaders
During times of economic uncertainty, the secret to survival is to double down on your customers. That doesn’t mean just more time with Customer Success…
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Designing a Risk Management Process
In his memoir, Charlie Beckwith, the founder of the US Army’s Elite Delta Force, stated that risk is inherent to any job worth doing. What…
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Five Digital Customer Success Strategies That Actually Work
If there’s one thing every customer success (CS) leader is talking about these days, it's digital customer success. The notion of having to scale or…
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More CFOs Are Ditching Back-to-Back Video Meetings to Curb Employee Burnout
This article was authored by Sheryl Estrada, Senior Reporter at Fortune, and originally published in Fortune CFO Daily. Employee burnout is real and can be heightened by inefficient…
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The Do’s and Don’ts of Executive Business Reviews
The goal of Executive Business Reviews (EBRs) is to demonstrate your unique value to the customer and convey a sense of how important the customer…
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Are Product Managers Chief Executives of Their Product? It Depends
This article was originally published in CIO. It’s said that every company is now, at least partly, a software company, which is undoubtedly changing the…
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The Ultimate Guide to Becoming a Customer Success Leader
Customer Success (CS) leadership roles can be hard to define. If you interviewed 100 SaaS CEOs about what’s in and out of scope for a…
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How to Create Healthy, Sustainable Growth for Your Early-Stage SaaS Businesses
This article was originally published in Entrepreneur. Good news seems to be a scarce commodity for most SaaS companies these days. Publicly traded stalwarts have seen their…
Check it out Fired Up! Our Favorite Moments From Pulse Europe 2022
With Pulse Europe 2022 in the rearview mirror (we can’t believe it either!), it’s time to reflect on our top moments from the conference. Robin…
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Making Your CS Tech Stack a Critical Building Block in Revenue Growth
There is increased pressure on tech buyers to make sure there is a clear need, quick value, and obvious ROI for any software purchase. This…
Check it out Three Business Efficiency Metrics Every Product Manager Must Know
This article was originally published in Fast Company. Interest rates are soaring. Currency pressure is mounting. A recession may be looming. These macroeconomic headwinds are…
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Your Top 10 from Pulse Europe 2022
Sadly, Pulse Europe 2022 has concluded, but that doesn’t mean we can’t reminisce on our and your favorite moments. Take a look at some of…
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Six Takeaways From Pulse Europe 2022
Here are our top Pulse Europe 2022 takeaways from Gainsight's Adam Joseph, Regional VP of Customer Success, EMEA As I reflect on the events of…
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How to drive durable growth with the community-led and product-led flywheel
Originally published on inSided.com on November 17, 2022. If you work in SaaS, you feel the belt-tightening and the pressure to sustain growth heading into…
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Celebrating the Pulse Europe 2022 GameChanger Award Winners
Last week, the Pulse community gathered in London for Pulse Europe 2022 to discuss new research, exchange ideas, and take a few victory laps around…
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Five Reasons Why SaaS Benchmarks Can Be Dangerous Without Context
I get an email almost every day from other CEOs or CXOs that goes something like this: “What’s a good metric for… [Growth Rate /…
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Together, We’re Unstoppable! Building Efficient, Durable Growth at Pulse Europe 2022
Pulse Europe 2022 is here! The event theme “Together, We’re Unstoppable” came to life at the opening keynote by Nick Mehta, CEO of Gainsight. Along…
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Find Digital Scale Through the Rise of the Bionic CSM
The concept of being bionic can conjure up a lot of different visuals depending on your age. It might make you think of… The Terminator……
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The CFOs at a 160-year-old retailer and Gainsight talk about their approaches to modern KPIs
This article was authored by Sheryl Estrada, Senior Reporter at Fortune, and originally published in Fortune CFO Daily. KPIs, or key performance indicators, measure how…
Check it out Will the economic downturn spark a new and better era of SaaS?
This article was originally published in Built In. Previous tough times have improved SaaS. This time, it shouldn't be any different. If you’re my age…
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“CS ops is the backbone of CS,” says Okta’s Melissa Allen
Okta’s 2022 GameChanger Award win showcases how CS Ops and Gainsight can take on just about any challenge. Their entry detailed how they used the…
Check it out Pulse Europe 2022 to spotlight durable growth strategies
Learn how customer, community, and product-led strategies can build long-term, efficient growth It’s our favorite time of the year—again! If you’re still nursing a case…
Check it out How Customer Success and Product teams can lock arms to fuel durable growth
This article was originally published in Forbes. In theory, customer success (CS) and product teams should be the best of friends, even BFFs. In practice,…
Check it out The one thing billionaire Frank Slootman got wrong
This article was originally published on All Business. I’ve always longed for an archnemesis. I know that may sound strange, but I’ve seen enough superhero…
Check it out Top five reasons to attend Pulse Europe 2022
The countdown is on and we’re pumped about Pulse Europe 2022—live, in person, and in London. It is a celebration of all things related to…
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The Connection Between Product Experience and Net Revenue Retention
Stay focused on your mission and realize durable growth with product analytics Multi-product companies have a lot going for them. They're dynamic organizations that increase…
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Keep calm and double down on your customers: The path to durable growth for SaaS
We all know the catchphrase: Keep calm and carry on. It’s so ubiquitous, it’s almost a cliche, appearing on t-shirts, coffee mugs, and posters everywhere.…
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CS value engineering and customer ROI just got more important
“What is ROI? How do you measure it? Is it different for every customer?” These are just a few of the questions that customer success…
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