As the technology sector transitions from hyper-growth to durable growth, SaaS companies are shifting their focus to safeguarding Net Revenue Retention (NRR) and ensuring customer outcomes. That’s why leading Customer Success (CS) teams are discovering ways to deliver amazing digital experiences to customers efficiently and at scale. It’s clear that Digital CS is the path
When considering “user training,” your mind likely goes to a typical onboarding meeting or company training session. However, this is no longer the only (and certainly not the best) way to approach user training. Today, many organizations opt to use training management software (often called learning management software) to provide better training opportunities for their
As Customer Success (CS) matures and enters a digital era, operations have never been more pivotal. CS teams are charged with perfecting a seamless omnichannel customer experience throughout the entire user journey, while working at peak efficiency. (No pressure!) There’s no way to get there without dialing in digital tactics, and Customer Success Operations, or
By now, you’ve heard the big news (but just in case you didn’t): Gainsight acquired the leading Customer Education Platform Northpass. For the boring version of this news, click here. And to see a video of Steve Cornwell (CEO of Northpass) and me realizing our companies are a perfect match, check out below. What comes
By Steve Cornwell, July 11, 2023 This morning, we announced that Gainsight acquired Northpass in the most exciting moment in my 20 years of company building and the most defining moment in the history of Digital Customer Education. I want to share how this acquisition came together and what it means for our customers and
As the technology market enters a new era, Customer Success (CS) has become a critical differentiator for businesses. According to Gainsight’s The Evolution of Customer Success Report, 98% of companies plan to increase or maintain CS headcount over the next year. But, at the same time, the need for CS to scale and evolve is
Delivering exceptional customer experiences is imperative for all Customer Success teams. However, ensuring that you deliver the right information, at the right time, through the right channels is particularly challenging within the current “do more with less” mandate we all face. If you’re looking to enhance your customer engagement model for scale while also optimizing
Many organizations face the challenge of a fragmented customer journey—especially because their tech stack, with many disparate customer-facing tools and resources, is disjointed and disconnected. Fragmented technologies pose a major challenge to organizations striving to deliver cohesive customer experiences, especially those looking to: Deliver digital-led onboarding motions as their business scales Create time-saving efficiencies with
“This should come as no surprise, but the most digital part of Customer Success is in your products. And the best digital products really see you. They know who you are. They know your goals. And they help guide you to the right outcomes.” Jake Ellis, Principal Product Evangelist, Gainsight Customer Success (CS) leaders
When I joined Coveo, they had a great Customer Success (CS) team and were doing an excellent job servicing customers. They were a small group fully committed to their customers’ success. Coveo was innovating at an incredible rate, and the Customer Success team was fortunate enough to start experiencing some of the challenges related to