Data drives your customer success program. It adds up to highly effective scorecards. It enables correlations that help predict renewals and expansion opportunities. BUT, it can also create delays in your program, confusion among teams, and derail your target CS outcomes. Avoiding those data pitfalls is imperative for early-stage maturity teams. Recently, Gainsight’s Director of
As a product leader or manager, it may feel like you’re being asked to help your company outrun the competition while the field becomes more and more crowded. You’re not alone. Across the globe, SaaS products are flooding the scene, and the market is becoming saturated with competition. For many companies, it’s up to Product
Customer Success has come a long way in recent years with CSMs becoming more data-driven in their approach. But even with the processes becoming more proactive, there are some CS blind spots that you need to be aware of and address in your Customer Success strategy. Let’s take a closer look. The Customer Success approach
Before your product starts booming, you need a product roadmap that charts a clear course to growth. Unfortunately, as a product leader or manager, you’re probably being overwhelmed by feedback from every direction. That can muddy your vision and make it feel like it’s impossible to craft a clear plan for your team. We’re here
For those times when you do need to deliver more qualified leads, Gainsight has your back. Our new Customer Success Qualified Leads are a new way to identify opportunities with the help of your CS team. It’s an easier way to grow pipeline than ever before.
In the ideal world, you would release a product, it would be an instant hit, and customers would purchase it forever. Unfortunately, that’s rarely—if ever—the case. Selling the most products and getting the best business outcomes starts with a smart approach to product lifecycle management. The Importance of Product Lifecycle Management In case you’re unfamiliar
By Evan Williams, Customer Success Advisor, Growth Molecules Sales and Marketing is to new customer bookings as Product Management and Customer Success (CS) is to the customer experience. They’re the new hot couple! Successful CS organizations should be well aligned with the PM organization. This crucial cross-functional partnership allows companies to truly deliver more than
Pressure is pushing down on product leaders and managers to deliver an unbeatable user experience—and for good reason. Mastering the user experience can drive up everything from revenue and engagement to product growth. What you may not realize is that user analytics can lift that weight off of your shoulders and make it easy for
I’ve been in the SaaS customer success space for more than a decade now and have seen it transition from reactive procedures to a proactive approach encompassing sales, product analytics, and advanced retention strategies. One question I get often is how CSMs can take their performance to the next level to become a CS Rockstar.
Customer health scores are one of the most important tools for driving retention, reducing churn, and growing your customer base. When built thoughtfully, they give you early insight into customer satisfaction, product adoption, and renewal risk, so you can act before issues escalate. In this guide, we’ll walk through how to create a reliable, data-driven