This post was co-authored by Mickey Alon. We don’t have a handle on how each customer is using the product. We need to scale our customer onboarding. Our biggest challenge is product adoption. These challenges are nothing new to Customer Success (CS). But as SaaS becomes the global standard for delivering software, it’s urgent that

“Customer Success Management is hitting the mainstream.” That’s what Forrester analyst TJ Keitt said in his September 2018 report, How to Build a Customer Success Program, and I couldn’t agree more. He goes on to validate it by citing the 44,000 Customer Success Manager (CSM) roles posted on LinkedIn (a 560% increase year-over-year in the number of postings!)

I hear these two questions in the Customer Success community all the time: What profile of Customer Success Manager (CSM) should I hire? Does CSM count as Cost of Goods Sold (COGS) or Sales & Marketing?   These two questions are fundamentally related. The key to answering them is figuring out which of three categories

On Dec. 12, 2018, Gainsight invited the local Customer Success community to join us in Sydney for the first ever Pulse APAC. With 10 Pulses under our belt (six in the US and four in Europe), we’ve gotten pretty good at this. But, in a new geography, you just never know—so we ventured forth with

Companies that want a true competitive advantage in their marketplace must make their customer experiences a priority—but to do this correctly, you need data science. The customer today has more power than ever before. They have seemingly unlimited options and information when it comes to making buying decisions. Thus it is vital that you hold

It wouldn’t be a blog about Information Technology without posting this clip from “The IT Crowd,” but those of us actually in the IT business know that this hasn’t been the role of IT teams in modern companies for years now. It’s still funny, though! The fact that IT has become a lot more than tech

It’s been quite a year but we’re on the home stretch, folks. Before you say, “thank u, next” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018 ‘CSM & Product’ Is the New ‘Sales & Marketing’ You can’t have a business without a

It’s a tale as old as time—well, as old as, like, 2009 maybe. Customer Success was the new business buzzword, except it wasn’t a passing fad. It was starting to gain real traction in companies like Salesforce and Workday. And a lot of CEOs were realizing they needed to get proactive about ensuring their customers’

Originally published on inSided.com on November 15, 2018. There are dozens of online community variations, and as the digital landscape grows and grows, the sheer array of online platforms that facilitate community building for brands, businesses and individuals keeps pace. On a smaller scale, many social media platforms offer great engagement tools to kick off

Cheers, mate! The fourth annual Pulse Europe has come and gone and we feel pretty full of doughnuts, ice cream, and Customer Success best practices. Thanks to everyone that joined us for these two days (three days if you attended Pulse Academy Live) of discovery and fun. In case you missed it, or just want