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Together, we are unstoppable! Nick Mehta reveals durable growth playbook at Pulse 2022
Pulse 2022 is officially underway! The theme this year is “Unstoppable Together” and the opening keynote by Nick Mehta, CEO of Gainsight, proved just how…
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What It Takes To Be a Great PM
Today’s SaaS product managers need to be problem solvers at heart—wearing multiple hats, keeping teams on track, and focusing on metrics. On the latest Mehtaphysical…
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How SaaS “growth at all costs” costs us all
This was originally published on FastCompany. My morning mental-health best practices include things to not check: My phone My email My stock portfolio If you’ve…
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Power ahead of the competition with product benchmarking
We're big fans of the TV series The Boys, which portrays what it would be like to be a superhero in the real world. One…
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Getting to Know the “Real” User With Behavioral Analytics
What can the hit TV series Ted Lasso tell us about behavioral analytics? The main character in the series, Ted Lasso is hired to coach…
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The Path Beyond CSM
Imagine you are a Customer Success Manager (CSM), and you wonder what the future holds for you. You learned about other roles where your experience…
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Our Top 3 Takeaways From the 2022 Gartner® Market Guide for Customer Success Management Platforms
In the decade since Gainsight created the customer success (CS) category, the industry has matured from a reactionary stance, answering post-sales and services needs, into…
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Instagram Proves Product Experience Is Customer Experience
All innovation requires some amount of risk. Whether you’re releasing your product for the first time or adding new features to an established favorite, introducing…
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5 Reasons Pulse Is the Best SaaS Event of the Year
Pulse is one of my favorite times of the year, and if you’ve attended one before, you know why. In addition to hearing from fantastic…
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Two Interview Questions Every Product Manager Must Prepare For
This article originally appeared on Dice. They say the hardest part about Harvard is getting in. The same thing is true of Google, McKinsey, and other…
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Bridging the Gap Between Customer Expectations and Customer Experience
For three weeks each summer dozens of elite cyclists team up to ride long distances through hot temperatures and high altitudes. The grueling 21 stages…
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Gainsight Horizon AI Labs: What Is The Right CSM to Customer Ratio?
Co-authored by Shantan Reddy. I don’t know about you - but data is one of my favorite things to geek out about (in addition to…
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Two Common Mistakes Made by CPOs and How You Can Avoid Them
This article originally appeared in FastCompany. Being a chief product officer isn’t easy. Not only must you focus on areas such as user experience, strategy,…
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Five Steps For SaaS Companies To Build A Successful Product-Led Growth Model
This article was originally posted in Forbes. The subscription software business is changing fast, and SaaS businesses that don’t keep pace could go the way…
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Why Human-Led And Digital-Led CS Are Not At Odds
This article originally appeared in Forbes. Until recently, digital-led customer success was generally regarded as a younger, less attractive sibling of human-led customer success (CS).…
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5 Reasons to Attend Pulse’s Community Track
With an education-packed two days of Pulse, it may be hard to narrow down your list of which sessions to attend. We might be biased,…
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Optimize An Underutilized CSM: Your Product
Efficient scale is a must-have when it comes to creating durable growth in your Saas-modeled business. Customer success is fuel to create that efficiency, and…
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3 Strategies to Drive Product Stickiness Through CS
As the tech market enters a new phase, organizations are determining what’s important during the downturn—and what’s important to their customers. SaaS companies in particular…
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5 Customer Success Trends That Scream for Data Democratization
Leading customer success (CS) organizations use data to drive strategies and tactics that help customers achieve their desired outcomes and, ultimately, renew or expand their…
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Product Usage Analytics: Actions Speak Louder than Words
What do Suicide Squad, Sex and the City, and Bad Boys II all have in common? They were blockbuster movies that made hundreds of millions…
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User Segmentation: The Best Tool Product Managers Can Deploy to Design Targeted Product Experiences
Every year, the Emmy Awards announce their long list of nominations, and all over Hollywood (and the world) TV lovers spend hours perusing all the…
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Terms Every Product-Led Growth Pro Should Know
Product Led Growth (PLG) is the phrase on every SaaS leader’s lips and each Product pro’s mind right now. Even Gainsight’s CEO, Nick Mehta, has…
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Customer Strategy Assessment
Every organization – regardless of size, industry or type of product – experiences challenges when developing and optimizing their customer strategy. Whether you are just…
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CEOs: It’s Time to Double Down on Your Customers
This post originally appeared in B2B News Network. The economic headwinds buffeting the U.S. are already reaping significant damage on SaaS companies around the world.…
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The Essential Guide to Product Experience
Introduction: Look around you. How many people are on their computer? Their cell phone? We’re surrounded by digital experiences, both at work and at home.…
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5 Product Analyses That Put Customers at the Center of Your Product-Led Growth
As a product leader or manager, you’re pouring loads of time, energy, and resources into every project. Unfortunately, if you don’t have clear data backing…
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Top 5 Reasons Pulse 2022 Is a Must for Product Pros
Get connected. Get on track. And get ahead of the pack. You can do it all at Pulse 2022, the event of the year for…
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How NAVEX is Scaling Customer Success From a Single Data Point
The prioritization of durable growth over growth at all costs has become the focus of every SaaS modeled business. Customer success is the solution for…
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7 Lessons from McKinsey on Recession-Proofing Your Customer Base
A lot’s changed since my last interview with McKinsey on Net Retention and Customer Success. One thing that hasn’t: they remain an incredible source of…
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Sharpen your CS strategy with the Gainsight Value Creation Plan
At this point of your fiscal year, are you making the progress you want against all your customer success priorities? Every organization – regardless of…
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This article was originally published in CXBuzz. Customer Experience (CE) is an essential component for any modern organization focused on accelerating growth and delivering amazing…
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The Impact of a Well-Defined, Designed, and Determined CS Ops Team
It is increasingly apparent that having a CS Ops team and leader is becoming a necessity. Why? Customer success (CS) is evolving and moving outside…
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Product-Led Growth Index 2022
Foreword In the tech industry, competition is driving the adoption of a new growth model. Increasing investments make it easier than ever to launch a…
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Why the SaaS Downturn Will Accelerate Product-Led Growth
This post originally appeared in Saas Industry. It’s been a rough year for SaaS brands: in the past five months, publicly traded cloud companies have…
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5 Lessons From Surveying SaaS CEOs About the Downturn
The paranoid CEO in me has been feeling better since last week’s survey results on what investors thought of the SaaS valuation collapse. Still, I…
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The Power of Visibility
This blog is part of Gainsight’s celebration of Pride month and all the LGBT+ members of our community. Growing up in a small town about…
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