Every time the internet shifts, communities are forced to ask: does this change make us less relevant, or more? Zero-click search and the rise of AI-driven answers might look like another threat, but I see it differently. My friend Brian Oblinger recently made the case that communities are more essential than ever because they’re fueling

AI agents don’t replace your strategy. They bring it to life—but only if you’re ready to guide them. That’s a truth most teams know in theory, but struggle to apply in practice. This results in a wave of AI excitement followed by stalled pilots, disconnected data, and teams wondering what all the hype was for.

Customer success (CS) teams have the potential to be key revenue drivers for businesses, but common missteps often hold them back. As Gainsight’s Chief Revenue Officer Marilee Bear puts it, “operationalizing CS isn’t just a nice-to-have—it’s critical for growth.” With the right structure, technology, and alignment, CS can move beyond churn prevention to play a

[Un]Churned has earned its reputation as the go-to destination for all things customer retention and success. Hosted by Josh Schachter, SVP and GM of Atlas at Gainsight, the show explores actionable strategies and cutting-edge ideas shaping the future of customer success (CS). Last week’s episode features a dynamic duo of experts: Jeffrey Bussgang, General Partner

Customer Success (CS) teams today face challenges in managing large volumes of data, identifying risks, and ensuring customers are successful with the product or service. While traditional approaches to CS often rely on reactive measures, the emergence of agentic AI offers an opportunity for CS to take on a truly proactive role. AI-powered customer agents,

Winning a new customer is only the beginning of the journey. How you welcome and guide them can make or break the customer journey and lifecycle. If you have ever scrambled with what comes next after the contract is signed, you are not alone. A customer onboarding template takes away the guesswork, helping you build

Ever notice how the smallest signals from your customers can predict the biggest changes in your business? If you’re not paying attention to the right customer success metrics, you could miss the early warning signs or the hidden opportunities waiting in plain sight. Customer success metrics help you see what’s working, spot trouble before it

For SaaS companies, survival and growth hinge on a simple but powerful truth: 75% of revenue, on average, comes from expansions and renewals, according to Forrester. This reality underscores a seismic shift in how companies must approach their growth strategies. While acquiring new customers remains important, long-term success now depends on unlocking the revenue potential

Let’s face it: Digital Customer Success (Digital CS) has become table stakes for any organization looking to scale their CS function, while ensuring all customers receive the same white glove service as their highest ARR accounts. If you haven’t heard the news: Digital CS is no longer a segment-specific tactic, like what was once called

Customer Success (CS) teams face the ongoing challenge of managing vast amounts of data and identifying risks before they escalate into customer churn. However, customers don’t always vocalize their concerns, leaving gaps in visibility that can impact retention. Enter team agents—AI-powered teammates designed to surface hidden risks, optimize resource allocation, and ensure teams stay ahead