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Own the Moment of Customer Onboarding: Launch the Love
By Evan Williams, Customer Success Advisor, Growth Molecules. There is a saying: “you only have one opportunity to make a first impression.” The same is…
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How to Have a Successful New Product Adoption for Customers
Whether they eat it in an expensive restaurant, at a lunchtime food court, or in a grocery store parking lot, people love sushi. This Japanese…
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What Is Product Education?
Here’s a statement that may make you spit out your coffee: TikTok is the future of product education. Not because TikTok videos are particularly educational,…
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What’s PLG Got To Do With Efficient Growth?
As companies consider the chaos in the market and plan their strategies for the second half of the year, Product-led growth (PLG) is (or should…
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Queer Community Takes Many Forms
This blog is part of Gainsight’s celebration of Pride month and all the LGBT+ members of our community. While working at Disney World, I found…
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3 Takeaways from Surveying SaaS Investors About the Downturn
Anyone who knows me knows that I’m an annoyingly-positive optimist. But like every CEO, I’m also constantly paranoid. So two narratives are constantly battling away…
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What the SaaS Collapse Means for Every Leader
This article was originally published on Inc. It's a challenging time in the world—and in the world of SaaS. Right now, 2022, the Bessemer Venture…
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Fast Forward Outcomes Through The Essentials Accelerator
One of the big reasons that we started Gainsight Essentials was to keep customers focused on building the strongest possible foundation to drive growth in…
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5 Steps to Evolve Newly Formed Enterprise Customer Success Teams
SaaS companies may have brought customer success (CS) to the fore. Still, enterprises have found a place for this newcomer function in helping customers realize…
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3 Product-Led Growth Trends to Start Tracking Now
Elmer Wheeler is the greatest salesperson you’ve probably never heard of, though you probably have heard his most famous piece of advice: Don’t sell the…
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3 Important Trends From the 2022 CS Index and Why It’s Important to Your Business
Gainsight and RevOps Squared had an incredible response to our Customer Sucess Index 2022. It makes perfect sense too. Investment in customer success (CS) is…
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Using Product Analytics To Drive Product Roadmaps
When it comes to creating product roadmaps, product leaders face a plethora of challenges. Not only can it be difficult to figure out which features…
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Why Bridging the SaaS User-Buyer Divide Is Key to Improving Customer Retention
This post was originally published in Customer Think. The Customer Success Index 2022, a survey of more than 350 companies by Gainsight and RevOps Squared,…
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What to Measure for Product-Led Growth
If you’re considering implementing—or have already implemented—a product-led growth (PLG) strategy, one of the first things you should determine are the metrics you’ll need to…
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5 Tracking Measurements To Help Build a Better Data-Driven Product Roadmap
If you’re crafting a product roadmap, your vision and internal alignment must be crystal clear. Too often, product leaders start building their roadmap plans only…
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What You Need From a Product-Led Growth Tool for an Effective GTM Strategy
It seems like every week there is a new kind of milk in the grocery store. Apparently, our society has moved on from cow milk,…
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Top 10 User Engagement Metrics to Measure Product Performance
2022 marks the 20-year anniversary for The Bachelor, the legendary reality dating show where dozens of contestants vie for the attention of one eligible single…
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Why You Need a Product-Led Growth Tech Stack
As a SaaS leader, you’re facing a constant balancing act. You need technology to empower your team, but you don’t want a bloated tech stack…
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5 Product Analyses That Put Customers at the Center of Your PLG Strategy
This post was originally published on UX Matters. The ultimate challenge for any product leader is to ensure that customers not only try, but keep…
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How Netflix Can Avoid Blockbustering Itself
This post originally appeared on Entrepreneur. It's no secret that content is king. And from the wild, non-stop proliferation of streaming services, it looks like that's…
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Why I Keep Coming Out at Work
This blog is part of Gainsight's celebration of Pride month and all the LGBT+ members of our community. I came out to my fraternity simply…
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How to Measure and Improve User Adoption
During the pandemic, millions of people trapped at home with extra time on their hands decided to start new hobbies—with inconsistent success. Whether it was…
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Growing Your Customer Acquisition and Retention Rate
Everyone knows that Tesla changed the game for electric vehicles, but fewer realize exactly how—it’s all about the battery. Lithium-ion batteries produce a strong, steady,…
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The Importance of Collecting Customer Feedback (and Best Practices)
Gordon Ramsay is probably the most famous chef in the world. Across a seemingly endless series of TV shows, he dishes out brutally honest feedback…
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Which Product Experience Metrics Should You Measure?
Every town or neighborhood has a number one restaurant. Picture a line down the block, ridiculously long wait times to get a table and flustered…
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Achieving Alignment: Enabling Customer Success Centricity Within Your Organization
By Sabina Pons, Operating Partner at Growth Molecules™ and a 2022 Top 100 CS Strategist. In Customer Success circles, we practice the belief that when a…
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Top 7 Insights from CS Unplugged: Enterprise Edition
Customer Success (CS) teams are evolving into a primary growth driver for companies in all industries. Organizations are constantly innovating how their customer success managers…
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Pulse 2022: 14 Speakers You Don’t Want to Miss!
It’s been two years since the last full in-person Pulse. Now, the experience is back! And we are going to celebrate. But it’s not only…
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How Looker Segments Customers for Digital Customer Success
Originally published on inSided.com on June 2, 2022. Digital Customer Success is for everyone. This is the message that has echoed across LinkedIn and in…
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The Art of Scaling Customer Success
While the ultimate goal of any business is to continuously grow, there’s often the challenge of matching the available resources and capabilities at your organization…
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Gainsight’s Impact Analyzer Levels Up CS With Machine Learning
Artificial intelligence (AI) seems to be everywhere these days. From Siri and Alexa to TikTok’s For You page, AI is having a huge impact on…
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Two Big Reasons To Operationalize The Sales to Customer Success Handoff
According to Bill Thrash, SVP of Customer Success at Critical Start, customer success has grown from a niche practice to a culture driver in organizations.…
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What Coke’s Bottle Cap Innovation Reveals About What People Want
Nothing is more difficult than figuring out what people want. Not just with the big, life-changing technologies people want. If you’ve ever been stuck in…
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5 Reasons Using Product Analytics Enhances Your Customer Experience
Here’s a harsh reality: To grow your product, your team has to be laser-focused on the customer’s experience. In the modern SaaS world, disappointed users…
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Customer Success Operations: The Hottest Career in the Customer Service Space
This post originally appeared in Customer Experience Magazine. In today’s economy, where nearly every company is either “born in the cloud” or transforming into a…
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Essential Considerations For Your First Customer Scorecard
We've all been there. You think everything is going great, the customer is always so kind and enthusiastic on the phone. But when it comes…
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