This past weekend I took the time to start (re)reading the book that Ashvin and Ruben wrote last year. One concept that was brought up by JB Wood was about Consumption Gap. What is the consumption gap (as it relates to Customer Success)? If your end customers can’t figure out how to use your product

Does RETENTION have your attention? Businesses in most fields or industries are interested in retention, primarily due to the current economic climate. Companies realize that no matter how much new logo business flows in at the top of the funnel, there will never be enough to sustain real growth. Why? Without retention, you have a

Growth teams manage reducing churn and improving retention.  To solve this, they may allocate budget on win-back campaigns or promotions with the hope of luring customers back. These campaigns often yield low engagement and conversion rates because the customer experience leading up to churn is more lasting than a price discount, especially after a poor

“Companies were planning for months and years to do their digital transformation. It happened overnight” – Dr. Christopher Ahlberg, CEO and Co-Founder, Recorded Future. Since the pandemic has shifted work and school to more home based activities, time spent on the internet, even for recreational activity or daily tasks like shopping, has soared. In fact,

Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. Our Chief Customer Officer, Ashvin Vaidyanathan, talks to customer success trailblazer Garin Landry in this conversation. Garin is the Insight Strategy Manager for Customer Operations and Strategy at Planview, a global leader in work and resource management (WRM). Planview, a company with a strong track

Why is it that companies cannot create a great customer experience at scale? One of the reasons Gainsight has found is the influx of too many users without the right internal resources. At the enterprise level, especially in the B2C companies, they have thousands, if not millions, of customers. Increases are apparent in 2020 with

The purpose of your Customer Success team is ultimately to drive customer outcomes. But they are not alone in this endeavor. The Product team is part of the process of serving customers, as well. They control the customer experience through the product they own. But what if everyone is working from a different source of

1. Tell us a bit about yourself and what your role is at Gainsight.  My name is Riana Upton and I’m on Gainsight’s product marketing team.   You could say I’ve really leaned into the idea of “Shoshin” (one of Gainsight’s values meaning, ‘a beginner’s mind’) during my time here. During my three years at Gainsight,

Last week was a pretty good week. Scratch that, it was the best of my career. We announced a partnership with Vista Equity Partners, valuing Gainsight at $1.1 billion. As a result of that, pretty much everyone we’ve ever met at Gainsight reached out via email, text, LinkedIn, Twitter, Facebook, and probably Tik Tok (I’m

A common concern for growth teams is how much budget they should spend on acquisition versus retention sales or marketing. Because the budget required for cross-channel tactics to acquire new customers is likely high, organizations usually have little budget remaining to spend on retention.  In fact, for organizations with a decent sized customer base, acquiring