As the cloud business model continues its relentless ascent to take over all software spending, companies are trying to figure out how to marry the SaaS playbook with all of their traditional go-to-market methods. As such, one of the most popular questions we get in discussions with Customer Success leaders is: “We are getting our

We’ve all been there—you’ve binged so much that your favorite streaming provider is asking if you’re still there, watching your favorite show. I guess they did not imagine it possible to sit still on your couch for six hours straight! Just like your provider of choice, Gainsight’s Pulse Everywhere 2021 has something for everyone—whether you

One of the most exciting parts of working in Gainsight’s Customer Success Operations team is getting a sneak peek at new features and functions as our product team rapidly innovates. We are our own harshest critics – I love giving the product team feedback as I run the Gainsight platform for Gainsight.  Our early access

Originally published on inSided.com on April 6, 2021. In Episode 10 of The inSide Scoop on Customer Success, we tackle a very important topic: customer conversations. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to Steve Sanchez, VP of Customer Success at Gong, and Adam Joseph,

There is nothing better than “geeking out” with fellow CS Ops people. Much like Customer Success five years ago, we’re still figuring out how to define excellence. I’m fascinated by the tactics, the priorities, and the structures, and I know how valuable those insights are to other folks also building CS Ops teams. I spoke

Have you ever heard the one about the client that “was a little different than your other customers?” In the Customer Success world, this scenario has become a bit of a joke. Indeed, we even wrote a parody song last year about this (“every client’s like a snowflake”). So when a Customer Success leader, as

Originally published on inSided.com on March 31, 2021. This is a guest post by Marley Wagner, Senior Director of Marketing & Services at ESG Customer Success as a Service® (CSaaS). Customer Success and Product teams share a pretty important goal: making sure customers find value in your product. One way both groups work to continuously improve the

According to Wikipedia, a “false dichotomy” is: a type of informal, correlative-based fallacy in which a statement falsely claims or assumes an “either/or” situation, when in fact there is at least one additional logically valid option Examples include: “You’re either with us or against us” (seems like there are more options…) “Everything is nature or

In the last 12 months, we have all seen more television than we likely care to admit. Deloitte’s recent Digital Media Trends survey indicates that consumers who subscribe to a paid service now pay for five accounts, up from three before the pandemic. Peacock, HBO Max, Quibi (RIP) all launched in 2020 to an already

At first glance, there isn’t much overlap in product marketing and customer success teams’ day-to-day responsibilities. They usually sit in different areas of the org, report to other functional leaders, and are held to unique success measures. However, the roles of product marketing and customer success are far more alike than not, and this is