Overwhelmed with the number of CS tools out in the market today? Well, you are not alone. As the post-sales space evolves, so are the tools that are helping CS teams achieve their goals and deliver customer happiness. In this post, we’ll examine the modern CS tech stack, what do you need, and how does

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 a proactive and sophisticated revenue-generating machine.  The 2022 Gartner Market Guide for Customer Success Management Platforms reports that “customer success management (CSM) programs have progressed from an emerging discipline into

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 something new leaves room for major misunderstandings. If you happened to miss last week’s news cycle, Instagram released a new user interface that included full-screen photos and videos, similar to

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 thought leaders, spending time networking with peers, and growing your career, the puppies, parties, and parody videos tie it all together. This year the theme of Pulse is “Together, We’re

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 storied employers: If you can outlast the gauntlet of gotcha questions and “why-are-manhole-covers-round” brainteasers, you’ll almost certainly get an offer. Yet in lionizing these interviews, we do ourselves a disservice.

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 of the Tour de France are not unlike the digital transformation efforts being undertaken in the financial services industry today.  Whether you’re an incumbent or a new market entrant, you

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 creating music parodies and talking about physics).  Many of you know Gainsight has thousands of customers and tens of thousands of customer success managers that use Gainsight daily, so we

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, and analytics, but you also need to care about how the product is built, marketed, sold, and serviced. Put another way: You interface both with customers and colleagues, and you’re

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 of the dinosaurs. Sound overly dramatic? The reality is that in a time of plunging market valuations, declining VC funding and limited capital, the traditional growth-at-any-cost SaaS playbook is no longer viable. We’re entering

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). Often, digital CS was adopted as either an afterthought or as a segmentation strategy targeting client groups too small to be cost-effectively served with higher-touch, human-driven CS models. As a