Managing a thriving online community isn’t like popping a frozen dinner in the microwave—launch it, walk away, and return to perfection. Too many businesses assume that once their community goes live, it’ll magically keep humming along without active effort. But in reality, communities are less “set it and forget it” and more like cooking a

At Gainsight, our purpose is to be living proof that you can win at business while being Human-First. That’s why Diversity, Equity, and Inclusion (DEI) remains a top priority going into 2025. For Black History Month, we’d like to take the opportunity to shine a spotlight on some of our friends in the Customer Success

Navigating the world of Customer Success can feel like learning a new language. Acronyms and terminology are everywhere, and understanding them is the first step toward leading effective, customer-centric strategies, especially when Gallup research finds that fully engaged customers deliver a 23% premium in profitability and revenue. Customer Success has evolved from a nice-to-have to

“There is no such thing as a dumb question.” I disagree. Take this question I asked a customer in a CS kickoff call: “Can you walk me through the business outcomes you hope to achieve with our product?” Or worse: “Just confirming, did you buy the standard or … the premium package?” I wasn’t incompetent.

The moment you hit send on an NPS survey can make or break your response rates—sometimes by a lot more than you’d guess. You spend time crafting the perfect question, but if your timing is off, even your most loyal customers may skip it. So, what is the best time to send NPS survey requests

Getting Critical Customer Data to Everyone Who Needs It Teams are managing more customers, with higher expectations (internally or externally), and tighter budgets—yet no extra hands to keep up. Meanwhile, the pressure to be faster, stay ahead of risks, and prove value keeps climbing. The key to making smarter, more proactive decisions? Immediate access to

It’s Valentine’s Day, and love is in the air. Let’s take a look at how you can delight your customers throughout their entire journey, effortlessly with digital tactics. That way, the love you show your customer accounts keeps you—and everyone else—smiling come renewal time. Ah, the renewal stage. Like a perfectly crafted rom-com, renewals are

Customer Success Platforms (CSPs) can be a game-changer—or a total headache. For small companies, they often turn into expensive shelfware, bogging teams down before they’re ready. For larger businesses managing hundreds of accounts, they’re indispensable. So when’s the right time to invest in a CSP? That’s exactly why we acquired Staircase AI. Too many companies

Customer retention is won or lost in little moments throughout the customer journey. The details set the tone for how quarterly and executive business reviews will go, the way customers communicate to your team, and all the other important markers of a happy customer. One of the most impactful ways to impress your customers, and

AI has become an inextricable part of our daily lives, and the Customer Success (CS) industry is no exception. However, valid security concerns cropped up almost immediately about the use of Gen AI platforms during their development. In our April 2024 report, The State of AI in CS,  we found that data privacy concerns were