Originally published on inSided.com on September 18, 2019. A couple of weeks ago we posted a blog on 3 reasons why online communities are vital for effective Customer Success. Well, if that was the why, this the how. You want your users to get the most out of your product while being happy customers and true advocates, right? Our aim is

What is product-led growth, exactly? Travis Kaufman, VP of Product Growth at Gainsight, defines the buzzword and shares growth-boosting best practices. This Q&A is an excerpt from our webinar, Ask an Expert Q&A: How to Build Products That Drive Growth. Long gone are the days when sales-led or marketing-led growth reigned supreme. Now, 80% of consumers prefer

You know those moments in life where you feel like you reached the “next level” in your evolution as a human? I remember all of them vividly—moments like: The day my (now) wife agreed to go out with me The day I got accepted to college The day I got into Bill Simmons’ Mailbag Perhaps

If you’re using these old school methods, your product instrumentation is suffering. Today’s product teams have easy access to tools that help them track every user action (or lack thereof). I’ve worked in the world of tech and SaaS products for over 18 years and let me tell you, it wasn’t always that way. Automated

What is a customer? It’s a word I’ve typed so often in my job here at Gainsight I find myself accidentally typing it on autopilot half the time I type any word that starts with the letter “c.” It’s probably the most used noun on our website and blog, ahead of “outcomes” and “success.” But

Four out of five B2B companies expect to compete based on CX alone. But will they actually? For most of them, the answer is no. It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). Increased customer expectations, especially when it comes to recurring revenue, mean that B2B companies

Everyone has parts of their job that they love and parts that they loathe. The parts that energize you and the parts that drain you. As you grow in your career, you’ll also grow deeper in understanding which activities are doing what. My tank is refueled by interacting with people. My favorite part of the

Signing new customers costs five times as much as retaining old ones. So why are businesses failing at renewals? One of the most common problems I see in forecasting renewals is that businesses simply don’t know how to leverage their data in the right ways. They treat it the same as they treat sales and

As a customer success professional, you talk to your customers every day and gather a ton of feedback straight from the frontlines. This is real-time, super-rich data. It comes directly from the people who use your product—it’s gold! But … what happens to it? What’s really happening to product feedback? I dug into this burning

“Why should my Customer Success (CS) teams think marketing?” That’s a question I often hear from CS leaders. My short answer is that CS must evolve with the customer experience, and the experience is more digital and personal than ever before. Marketing wrote the book on digital and personalized engagement (with prospects), so “thinking marketing” for