This post was co-authored by Carolin Chhor. We’re starting to see more and more often Customer Success teams serving as the intersection between all kinds of departments Marketing, Product, Sales, and Support. What’s the one thing these teams have in common? The customer, of course! So it makes sense that this is happening—both organically and

Pulse 2019 is over, but I’m still basking in the afterglow. Maybe it’s recency bias, but I truly believe it was our best Pulse ever and probably our best week ever as a company. If you were there, you know what I mean. If you missed it, I wanted to give you the top 10

Product Managers and Product Owners are, in fact, different. But, both are vital to product success. To keep up with the ever-changing SaaS industry, new roles and titles have emerged to improve the way we manage our products. Newer product management methods and processes now include the familiar Product Manager as well as the separate

This may seem like a really odd question on the surface. But, if you’re working at a software company today, or ever have, you know it’s really not that strange to ask, “How are our customers actually using our product?” For most of the history of software, we simply did not know how to answer

Guess what? You can talk to your users in-product without sacrificing the customer experience. Like a broken record, you’ve probably heard over and over that the business world is changing. Subscriptions have overtaken traditional models. Customers have more options, therefore more power. The way we run business requires new functions and new tools. As we adjust

Acting has the Oscars, music has the Grammys, science and literature have the Nobel Prize. Now customer success has its own prestigious award! This year at our annual Pulse conference, Gainsight launched the Pulse Impact Awards. We wanted to save a spot on the biggest stage in customer success to honor teams that made an

Middle school. Whose idea was it to put 12 and 13-year-olds in a new school with new social structures and new challenges while they’re basically getting new bodies all at the same time? Did anyone like middle school? Okay, I know some people did. My wife for example—she’s been a beacon of happiness throughout her life.

Gainsight’s newest book, The Customer Success Economy, builds on the success of Gainsight’s first volume, Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue, released in 2016. Just four years later, it’s become required reading for thousands of recurring revenue businesses around the world. And Customer Success has evolved into a philosophy

When it rains, it pours—products and features, that is! In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. In fact, with a product team that’s over 200 people strong,

As a COO, I’m always trying to figure out get a ton of things done in a short amount of time. I’m constantly thinking about how to do more with less. The danger for someone like me is that when you give them technology, the standard for what counts as “efficient” dramatically increases. Here’s what