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

You’ve done your research, met with customers, and determined exactly what product or features need to launch in order to drive revenue or win market share. But how will you bring everything to life? Do you have enough budget and engineering resources? What are all the steps you need to take to ensure a delightful

[TL;DR: We’re thrilled to announce a partnership with Vista Equity Partners, valuing Gainsight as a “unicorn,” to take the Customer Success movement to new heights. And I’m personally all in as CEO for this next phase. If you want to read the boring version of this story, see our press release here. If you want

As the Customer Success function matures, it’s increasingly clear that Customer Success Operations (CS Ops) plays a critical role in driving effectiveness and efficiency just as Sales Ops does for the Sales function.  We’re interviewing a few rockstar CS Ops leaders to showcase how leading organizations drive growth and efficiency across their post-sales teams. Today,

We have almost made it through the challenging year of 2020. With Halloween behind us, it is time to celebrate arguably one of the best holidays—Thanksgiving. The season is upon us to reflect, share gratitude, and enjoy those moments with loved ones in simpler times. Whether you can celebrate with family or sacrificed face-time to

This is part 12 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. At the dawn of video gaming, California-based Atari was on top. For nearly its entire golden era, the company succeeded with very little intentional marketing.  “They had no sales, no advertising, no marketing,