Are you a Customer Success Manager (CSM), Customer Success Operations (CS Ops) team member, or just someone with a penchant for processes and systems that are just beautifully elegant and effective? Are you wondering what’s next on your career trajectory and how to get there? We’ve got some answers to these questions for you. We’re

[Caveat emptor: I write this to share gratitude, but I also recognize that I am very fortunate in so many ways; many people are struggling.] Like many people, I am a creature of routine and habit. I have the same lunch every day (plain oatmeal with blueberries). I try to go to bed by 10

Most businesses collect customer data to leverage it in their marketing efforts. Today, more leaders realize that the same client data can be used to create customer value and success. Understanding more about your customers’ goals and pain points empowers your team to centralize customer success into everything they do. Thus ensuring that your products

“Not everything that counts can be counted, and not everything that can be counted counts.”  – Albert Einstein “I don’t care about that Einstein quote. What’s the ROI of Customer Success?” – Your CFO If you want to start a fight (or at least a spirited debate) at a Customer Success conference,  yell the following

Simplicity is essential to a good User Experience. The definition of simplicity can be subjective and is open to interpretation. At Gainsight, we believe that a design is simple if it helps the user achieve their goal with minimal effort. But the reality is that our lives are complex.  Customer success is complex and nuanced.

If you’ve been paying attention to our content the last few weeks, you know Gainsight is excited about our 10 New Laws of Customer Success. It’s not just that the new laws prove evolution, growth, and maturity for CS as a category — although that is awesome! But we’re also grateful and inspired by the

Implementing new strategies and processes in a single department can be daunting. When you’re tasked with updating the way your entire company thinks about systems and strategies, it can feel almost impossible.  Some changes are just too important to ignore.  The 10 New Laws of Customer Success are more than a new way to think

If you work with a desktop or on-premise application and you’re tasked with increasing product growth, you may be panicking. You know you need clear user data to fuel growth, but with desktop or on-premise applications, that user experience might be getting fragmented or jumbled. Breathe easy. Driving growth through on-premise apps may be easier

Most product leaders know how critical digital transformation is to their company’s future. But the best ways to nail down your digital transformation strategy aren’t always so clear. Fortunately, there is a compass that you can use to direct your plans: analytics. Analytics lay the foundation for your digital transformation strategy and provide solid footing