Customer Success (CS) teams are evolving into a primary growth driver for companies in all industries. Organizations are constantly innovating how their customer success managers operate. Enterprise organizations are leading many of these operational innovations. They must find sophisticated, yet simple, solutions for their complex companies. And that’s why we were excited to get enterprise
It’s been two years since the last full in-person Pulse. Now, the experience is back! And we are going to celebrate. But it’s not only the excitement about the return of Pulse to the Moscone West Center, attendees, vendors, speakers, parodies, and, of course, the puppies. Gainsight wants to celebrate you! We made it through
If your customer roster is expanding more quickly than your Customer Success team, you’ve likely felt the pressure to keep every client engaged and satisfied. You can’t simply multiply your CSMs, and increasing headcount isn’t always feasible. So, how do you ensure all customers feel supported as your business grows? The answer lies in building
Originally published on inSided.com on June 2, 2022. Digital Customer Success is for everyone. This is the message that has echoed across LinkedIn and in the wider CS community for some time. We caught up with Brian LaFaille, former Global Head of Customer Success Strategic Programs at Looker, to get his take on segmentation and
Artificial intelligence (AI) seems to be everywhere these days. From Siri and Alexa to TikTok’s For You page, AI is having a huge impact on how people interact with technology. And most of that impact is being driven by machine learning, the most important and popular subfield within AI. So whether your data set is
According to Bill Thrash, SVP of Customer Success at Critical Start, customer success has grown from a niche practice to a culture driver in organizations. Critical to that culture, and the effectiveness of customer success, is the CS team’s relationship with sales. For SaaS-modeled businesses, sales and customer success have become two things organizations can’t
Nothing is more difficult than figuring out what people want. Not just with the big, life-changing technologies people want. If you’ve ever been stuck in the endless loop of “What do you want for dinner?” “I don’t care, you choose,” you know that every decision that gets made is a tiny miracle. Inevitably, decisions create
Here’s a harsh reality: To grow your product, your team has to be laser-focused on the customer’s experience. In the modern SaaS world, disappointed users will flee to the competition the moment they start feeling neglected. Unfortunately, as a product leader or manager, you probably feel like all of the extra feedback you’re receiving from
We’ve all been there. You think everything is going great, the customer is always so kind and enthusiastic on the phone. But when it comes time to renew, they churn. It’s painful and a bit confusing. But it happens all the time. Customers can’t offer their honest feedback in the moment, often because they don’t
Co-Authored by Ophir Sweiry and Chris Jalisi The need to bridge the gap between Customer Success and Product to drive positive customer outcomes is well-known. Oftentimes, we look to address that need by including collaboration as part of each role’s responsibilities, allowing for Customer Success to communicate feedback to Product via a seamless pathway, and,