This post was co-authored by Jake Wirfel. It’s no secret that happy customers drive better business outcomes. But how much better? Gainsight has long been a leader in understanding how critical Customer Success is to the health of SaaS companies. The latest data shows that this relationship might be stronger than ever. How to Measure
Churn, or the loss of customers, is always present in the mind of CEOs, CCOs, and investors. However, it should be on everyone’s mind as it affects the entire company. While it is very important for a company’s success, it doesn’t have to be an all-consuming fear. Churn can actually be a catalyst that turns
At Gainsight, we value our customer’s success as our success. A key part of this strategy is to build and use customer health scores, a functionality Gainsight created in its own customer success platform for all its customers. In many B2B companies, the gross retention rate and net retention rate are the key performance indicators
Your team has been working around-the-clock to build a game-changing new feature. As a product leader, it’s up to you to successfully launch that new feature, get it in the hands of users and drive product adoption. So, the million-dollar question here is … how? The key is a carefully crafted feature launch plan. Here
Every year, Gainsight holds its annual conference, Pulse. It’s THE must-attend event for anybody interested in creating customer-centric experiences that drive business growth. Whether you’re in customer success, product, or an executive, you’ll find content and a strong community at Pulse. At Gainsight’s Pulse Everywhere 2021, I had the opportunity to bring my event planning
Have you ever felt invisible standing in a room full of people, wondering if anyone notices you? Some want to blend into the background while others want to stand out, but at the end of the day, everyone wants to matter. It is no different for a customer. From enterprise to smaller organizations, customers want
The Importance of Collecting Product Feedback Customer feedback is the fuel that drives your product decisions. Unfortunately, it can be maddening to have to balance feedback from all of your customers and stakeholders on your own. Don’t fret. There are ways to harness and use feedback to improve your product. We’ve mapped out the importance
If you’re a product manager or product leader, you’re constantly being pummeled with feedback and pressured to improve your product. As you plan your product road map, you need to balance feedback between executives, customers, the sales team and any other stakeholders. Product key performance indicators (KPIs) will be a lifesaver as you craft your
Your company’s product usage data is a treasure trove of insights—one that gives you a valuable window into your user’s experience. Unfortunately, most SaaS project and product managers end up drowning in usage data with few ways to sort through it, understand it and use it to enhance their product. Enter the hero: product usage
If you tuned in to Pulse Everywhere Day One or Day Two, you might have noticed that we’re big fans of “Lightning Round” questions. We even had Mindy Kaling do some word associations at the end of her session! For the final day of Pulse, we took that one step further and had a “Lightning