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Be prepared with the SaaS Durable Growth Kit for Customer Success
The state of the SaaS market right now is stress-testing the growth strategies of all kinds of SaaS companies. But the companies that are…
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Customer Success Teams, It’s Time to Take Credit for Expansion Revenue
This story originally appeared in DestinationCRM. The practice of customer success (CS) has evolved rapidly over the past decade. It’s no longer about just playing…
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Three lessons on efficiency from the 2022 Gartner® Market Guide for Customer Success Management Platforms
As the technology market enters a new phase, SaaS leaders face a challenge: how to grow their businesses efficiently. The answer? A well-oiled customer success…
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Trust is a prerequisite for total company alignment to customer success
For companies who are just getting started, or who are early in their customer success journey, a common challenge is alignment. Specifically, alignment becomes challenging…
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Product Qualified Leads (PQLs): A use case in CS/Product collaboration
If you’ve ever watched the show Ted Lasso, you’ve noticed that it is in many ways a tale of two coaches: Ted Lasso and Coach…
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Two ways to take your Customer Success Management game to the next level
According to Gainsight research, companies continue to invest in customer success (CS), and it’s obvious why: CS is an efficient growth engine for the business. …
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Four ways to evolve your durable growth strategy
As market conditions shift, the era of growth at all costs has come to an end, and investors now have their eyes on companies that…
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Built to last: Nurturing customer relationships that will survive a downturn
Many a classic TV show has been built around the importance of friendship. via GIPHY From Stranger Things to Brooklyn Nine-Nine to, well, Friends, we…
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The future is now: Driving value by integrating CS and PX efforts
Back to the Future is probably the most famous and beloved time travel movie franchise ever. The classic adventures of Marty McFly, Doc Brown, and…
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Communication and empathy: Two crucial elements for successful product managers
On the latest Mehtaphysical Musings, I talked with Jason Knight about the world of product, how it’s evolving, and how we talk about product management…
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Community for every CS team: High-touch, tech-touch, and beyond
Originally published on inSided.com on September 30, 2022. When it comes to Community, there’s a common misconception that it’s best for companies who have 500…
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How product experience drives Net Revenue Retention
Three major impacts all companies should leverage. SaaS is a hefty $152 billion market, partly because tech stacks are growing. Companies use an average of…
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Why Simplicity Is Crucial for SaaS Businesses (and How to Keep Things Simple)
This post was originally published on Entrepreneur. The software world is chock-full of models, frameworks, schemas, configs, processes, workflows, journeys, blueprints and so many other…
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To build a durable SaaS business, rethink your product roadmap
This was originally published in DevOps. During a tech downturn, with enterprises cutting their subscription software budgets and VC funding drying up, SaaS businesses are…
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In economic downturn, adopt durable growth for better customer experience
This post originally published on CMSWire. First, the bad news … The 12-year tech bull market ended with a crash. Inflation is up. Consumer confidence…
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3 Healthcare customer success strategies from Pulse 2022
Sometimes we find that the best observations come to us after an event, lecture, or gathering. That is exactly what is happening with Gainsight’s Pulse…
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How Digital Customer Success Fuels Durable Business
There are plenty of unexpected challenges in SaaS right now, as the looming recession becomes a reality, but Customer Success (CS) organizations in particular are…
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What’s a Customer Success Handbook and why it’s important?
Creating alignment in any organization is hard. For Customer Success (CS) teams, creating and managing alignment is essential at all stages of your CS evolution.…
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Expansion is not sold. It’s earned.
Data tell a story in customer success. When interpreted and presented correctly, they reveal what you are doing right or wrong and where you need…
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How Community helps you achieve durable growth, efficiently
SaaS businesses everywhere are recognizing the power of Community and launching plans to implement a community strategy as part of their customer-facing operations. And luckily,…
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Six reasons why Community is the most important part of your product
This post was originally posted in Inc. One of my favorite TV shows ever is the 2000s comedy Community. The show features six-ish community college…
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5 Secrets From Successful CCOs
As we all continue to navigate a sometimes chaotic economy, it’s never been more obvious that customer success (CS) is the key to keeping your…
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Class is now in session! Learn to drive Customer Success through Community
It’s that time of year when students are returning to school. But how about you? Customer Success pros can always learn something new or refresh…
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The best indicator of SaaS success? Durable growth, says Gainsight CEO
This article was originally published in The Wall Street Journal. Economic output declined sharply in the first half of 2022, and the U.S. seems to…
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Building the Digital Customer Journey
Customer success (CS) didn’t start out digital but, rather, as a collection of practices to maintain customer relationships after a sale. Organizations felt their way…
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The importance of a data-driven product roadmap
Add built-in scheduling. Add widgets. Make the home screen customizable. Add more views. More analytics. Offline capabilities. Make it purple. Make it integrate with Zapier.…
Check it out How to make CX less ‘squishy’ and more data-driven
This post was originally published on CSMWire. According to Merriam-Webster, squishy refers to something that is “soft, yielding, and usually damp,” which perfectly describes my…
Check it out Growth product managers will be your most important hire this year
This post was originally published on Dice. During uncertain times, businesses have a common playbook. First, they implement a hiring freeze, then they go looking…
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5 Takeaways from this Year’s Pulse Conference
Just before Pulse, I shared my (slightly biased) opinion on why Pulse is the Best SaaS Event of the Year. And our time together at…
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Your favorite moments from Pulse 2022
We knew walking into the Moscone Center, before the crowds arrived, that Pulse 2022 would be special. Maybe it was the fact that we were…
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PLG is essential for durable growth, and other key learnings from Pulse 2022
Pulse 2022 may be over, but the impact is just beginning. This year, for the first time ever, the focus of the event expanded beyond…
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Product-Led Growth Index 2022 – Benchmark Tool
Wonder how your company's Product-led Growth compares? In partnership with RevOps Squared, Gainsight has released the Product-Led Growth 2022 Index Report - see how your…
Check it out Top 10 Learnings From Pulse 2022
What is the world record for number of high fives given over a 48-hour period? Whatever it is, we’re pretty sure we beat it at…
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The Pulse 2022 community proves that together, we are unstoppable
After a whirlwind two days, Pulse 2022 has come to a close. The entire 48 hours were packed with strategic learnings, new connections, and plenty…
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Announcing the 2022 Gainsight GameChanger Award Winners!
Congratulations to the winners of the 2022 GameChanger awards! We took some time at Pulse, our annual user conference in San Fransisco (if you somehow…
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Gainsight announces new capabilities to drive durable growth
New features enable digital-led customer collaboration, AI-optimized customer success management, and customer-centric product innovation. Pulse, Gainsight’s annual conference, offers inspiring, strategic discussions for Customer, Product,…
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