In a recent episode of Mehtaphysical Musings, Gainsight CEO Nick Mehta spoke with Lauren Kenndey, Head of Customer Success (CS) at Glean. Kennedy is a CS OG, and she’s passionate about the intersection between people, technology, and the ability to solve problems through communication and product development. Kennedy shared her take on what’s changed in
Online learning is one of the most effective ways to teach users how to succeed with new tools and features. However, there are many different ways to deliver digital learning content to your users. You can house your resources in a traditional online help center or publish them on your blog, but this requires the
In today’s rapidly changing business landscape, one thing is certain: Customer Success (CS) is not just a nice-to-have anymore; it’s a necessity to protect and grow your existing revenue. Even in an atmosphere of cautious capital, 98% of companies plan to maintain or grow their CS org in 2023. As the importance of Customer Success
Choosing a new technology for your team can be a daunting task—especially a platform powerful enough to support your Customer Success operation. That’s why at Gainsight, we take delivering value very seriously. But you don’t have to take our word for it. Check out what our customers have to say on G2 about how they
The customer journey does not stop as soon as a customer makes their first purchase; in fact, there’s a long way left to go. After a customer buys your product, they still have to use it and make a decision about whether or not it lives up to their expectations. This is a critical period
What’s a Learning Management System? Customer success teams across nearly every industry know the importance of tracking metrics to measure success. The best metrics to track depend on the industry and the specific objectives of each business. One metric that almost every business can benefit from tracking is customer health score. The reason customer health
Adopting a customer-centric mindset is more important than ever. Here’s proof: 66% of customers expect companies to understand their needs. Customer-centric companies are 60% more profitable than companies that aren’t. Customers spend 140% more with companies with great experience than those who had unsatisfactory ones. Loyal customers are 5x more likely to make a repeat purchase and 4x more likely
Customer Success (CS) has become a mission-critical discipline in SaaS and beyond, with 97% of the companies we surveyed this year reporting that they have a Customer Success function. The majority of organizations we surveyed hold CS responsible for Net Revenue Retention (NRR): the most important metric to thriving in this era of the SaaS
The rise of customer education is hard — no, impossible — to ignore. As more companies realize the benefits of customer education and how it can improve the customer experience (CX), even those who’ve steered clear of customer education in the past will start paying attention. If you fall into the “I’m-not-quite-sold-yet” category, don’t worry. These customer
What is customer education and why’s it important for SaaS companies? Customer education is a strategy you can use to improve the customer experience, product engagement, retention, churn, and more through educational resources. Here’s a no-nonsense guide that covers it all. Customer education is should be a priority for any business. But for SaaS companies, it’s