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 30 miles West of Chicago, almost everyone looked like me: white and straight. While I dabbled in rebellious acts, mostly I conformed to the social norms of the time: grunge-loving,

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 true for your relationship with your customers. Of all of the moments of truth along your customer journey, the onboarding process might be the most impactful on customers’ long-term success.

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 be!) top of mind for many SaaS executives. In fact, we learned from the Product-Led Growth Index 2022 that almost half of SaaS companies plan to double their investment in

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 community with other queer 18–23-year olds discovering their identities for the first time. While a graduate student, “queer” was a verb and a critical lens, a way of looking at

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 in my brain right now: “The market opportunity for SaaS has never been better.” “The stock market is down by how much?” After reading the 732nd memo from a VC

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 Partners (BVP) Nasdaq Emerging Cloud Index is down nearly 40 percent from its peak. Since SaaS companies grew a lot during that time frame, this means multiples are down even

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 their business. The goal is to keep things focused on the implementation and application of core tools that can create immediate impact. At the same time, customers have confidence that

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 value from products, churn less, and expand efficiently. The trend started in the mid-2000s when the SaaS model spurred a shift in thinking. Previously, customer sales and acquisition were crucial

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 steak, sell the sizzle.  The problem for software companies in today’s economy is that it doesn’t matter which one you sell—the traditional sales funnel no longer works effectively. That’s because,

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 causing a significant impact on companies’ revenue and growth. According to the Index, companies spend anywhere from 3% to 20% of revenue on customer success. Why this level of investment?