5 Ways to Be a Better Listener—in Life and in Business Image

5 Ways to Be a Better Listener—in Life and in Business

There’s a reason why we’re groomed to be good listeners since Kindergarten. It’s a way to foster relationships in our personal lives and comes in handy with our customers.  At Gainsight, our mission is to “Be successful in business by being Human-first.” You’d be surprised how the basics of listening that we’ve grown up learning can also be applied to our customers. After all, behind every click, call, or email, humans are there trying to get their job done. Below, we’ll explore five ways you can be a better listener so your customers feel heard and how Gainsight CX can help you put these into practice. You Asked, We Listened: See Gainsight CX in Action If we learned anything in 2020, we can plan all we want, but in the end, we need to listen to our customers to pivot and keep up with the times. Gainsight’s customer experience solution has made strides in the last year, and you’re invited to check it out. We’ll show you how to better listen to customers, act on their feedback, and analyze their sentiment to drive real change.  Join us on January 28th for a live Gainsight CX demo to demonstrate how you […]

7 min readJanuary 20, 2021
The Ultimate List of Product Experience Resources for 2021 Image

The Ultimate List of Product Experience Resources for 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Product Experience resources from 2020. We compiled our best Product Experience resources from last year, from blogs to ebooks to webinars. This list will help you learn everything you need to know to deliver the ultimate Product Experience for your customers — from utilizing product analytics and product adoption strategies to career advice for Product Management professionals.  Here are over 40 resources to catch up on and get you ready for the New Year. Product Experience 101 Mastering Product Experience in SaaS (Watch the webinar recording) Powering Experiences At Scale With Gainsight PX Why This Global Disruption Is A Catalyst To Product-Led Growth How to Create a Best-in-Class Free Trial Experience 4 Strategic Steps To Delivering A New Product Experience At Enterprise Scale 5 Reasons Why Product Experience Is More Important Now Than Ever 5 Mistakes That Are Ruining Your Product Experience Product Analytics Using Product Benchmarks to Gauge Product Performance 3 Essential Reports That Will Answer Your Product Usage Questions How to Discover and Define Your Power Users (Watch the webinar recording) Using Gainsight’s PX Analytics To Make Data-Driven Decisions and Qualify […]

3 min readJanuary 18, 2021

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How an Entrepreneurial Spirit Led Anand Chandrasekaran to CPO Image

How an Entrepreneurial Spirit Led Anand Chandrasekaran to CPO

Being in tune with your career observations, work environment, and the industry’s current ebb and flow is necessary for anyone looking to make headway in the employment journey. Often, one is merely waiting for the opportunity to show, hoping that some kind of fate lends a hand. Luck may play some role, but life is not a drift. This is a theme throughout Gainsight’s Path to CPO series, hosted by CEO Nick Mehta.  Recently, Nick sat with Anand Chandrasekaran, Chief Product Officer and Executive Vice president of Product Management at Five9, a leading cloud-based contact center software.   Determination of One’s Path Like so many others interviewed in the CPO series, Anand’s journey is not a traditional one. His career path did not begin in Silicon Valley. A native of India, he attended graduate school in northern California, partly inspired by the book called ‘Only the Paranoid Survive’ by Andy Grove. Like so many who come to the United States, Anand found himself drawn by the ability to determine his path. “There was this fantastic notion that your talent and your merit alone can drive your success as opposed to where you were born or the kind of family you were […]

8 min readJanuary 18, 2021
Passion for Product and “The Boss” Led Lee Weiner, Chief Innovation Officer at Rapid7 to the Top Image

Passion for Product and “The Boss” Led Lee Weiner, Chief Innovation Officer at Rapid7 to the Top

Over the past year, Gainsight’s CEO, Nick Mehta, has interviewed a plethora of Chief Product Officers in the series Path to Becoming A CPO. As Nick explained in a recent conversation with Lee Weiner, Chief Innovation Officer at Rapid7, there was no direct path to the top early in all their careers. By sharing each story of the fantastic CPOs who inspire us at Gainsight, we hope to find commonality amongst everyone’s diversity. Perhaps, those can become markers along career paths for others.  Early in 2020, Lee Weiner became the Chief Innovations Officer at Rapid 7, a leading global technology and security services company based in Boston, Massachusetts. Rapid7 ensures reduced risks and vulnerabilities with visibility, analytics, and automation across a connected environment with a multi-product platform through advanced cloud-based technology. Through solutions, services, research, and guidance, they monitor your domain for malicious behavior, investigate and shut down attacks, and automate routine tasks. With over 9,000 customers, they have seen immense growth over the past ten years. Lee has been with Rapid7 for seven years, beginning as their Vice President of Product, back in June of 2012.  But his connection with Nick started years ago at Symantec. Neither could guess […]

9 min readJanuary 18, 2021
CPO of Zuora, Chris Battles Shares How to Bridge into the Field of Product Image

CPO of Zuora, Chris Battles Shares How to Bridge into the Field of Product

It is rare for Gainsight CEO Nick Mehta to be surprised by a guest. But in a recent webinar, Chris Battles, Chief Product Officer at Zuora, presented him with a view and definition of Product rarely heard. Zuora is a Silicon Valley-based company with customers and offices all over the world. They are trying to help businesses, no matter the industry, embrace the subscription economy and win it by providing cloud-based software solutions, especially for billing and revenue recognition.  Zuora wants its customers to transform and manage their subscribers by empowering them with the right understanding and flexibility surrounding the subscription business model. Their solution automates to price, package, and extend the order-to-cash function in the right way to survive as more companies turn to the “World Subscribed” function. Chris revealed that as CPO, he sees his role as having accountabilities for ALL the product strategy, product roadmap, and product execution. He believes his job entails everything outbound through product marketing into the field organization.  Anything from the “helps build what you sell part of the organization and the self you build part of the organization” is his responsibility. It is the full product, narrative, story, and execution.  Nick noted […]

9 min readJanuary 18, 2021
Leveraging Your Product to Drive Trial Experiences Image

Leveraging Your Product to Drive Trial Experiences

Growth teams understand that trials and onboarding are critical experiences to ‘get right’ to drive value and conversion. But what does a great experience look like? Join Wes Bush, the founder of Product-Led, as he discusses examples of successful trial and onboarding flows that have delivered results.

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G2 Grid Report | Winter 2021 Image

G2 Grid Report | Winter 2021

When evaluating customer success software, this is an invaluable resource. G2 Grid Reports are based on thousands of verified reviews and data from actual users, so you can compare multiple vendors based on real feedback.

1 min read
How Adobe Created an Admin Onboarding Program to Transform Product Adoption Image

How Adobe Created an Admin Onboarding Program to Transform Product Adoption

Strong product teams understand that onboarding is a critical experience to ‘get right’ to drive value and conversion.  Furthermore, to really work, onboarding should be highly personalized and tailored to a specific user type or persona. Join Holly Goodliffe, who oversees product adoption at Adobe, as she discusses how Adobe uses in-app guides and walkthroughs to create a personalized onboarding experience for Admins that have ultimately led to strong long-term retention of all users.

2943 registered
How To Build a Product Experience that Supercharges Adoption and Retention Image

How To Build a Product Experience that Supercharges Adoption and Retention

Your product is a user’s main touchpoint with your company as they move along the customer journey – from onboarding, to new releases, to renewal. Learn from Harshi Banka, Director of Customer Success at Gainsight, as she discusses how some of the most innovative companies use in-app guides and walkthroughs to drive adoption and, in turn, retention, at scale.

2936 registered
Change the Game in 5 Minutes: Marissa Barcza Shifts the Focus from Reactive to Proactive Image

Change the Game in 5 Minutes: Marissa Barcza Shifts the Focus from Reactive to Proactive

Welcome to Gainsight’s  ‘Change the Game in Five Minutes’ series. In this interview, our CEO, Nick Mehta, speaks with the Senior Manager of Scaled Customer Success at Adobe, Marissa Barcza.  Marissa focuses on strategic ways Adobe can be more efficient and effective.  Her team manages nine B2B products across 4,500 accounts in the Americas. In the past year, she has seen an increase in small and medium-sized businesses’ interest in all products, especially e-commerce. Read on to see how she thinks about scaling enterprise products and customer success for small to midsize companies, including some that are just starting to sell products online for the first time. Nick: Let’s start with an icebreaker. What is your game of choice if you want to dominate your friends or family? What’s the one you go to?    Marissa: We’re a big Rummikub family. It’s a tile game where you rack up your tiles, rooted in a mix of rummy and mahjong. Like many others, by staying home with spouses or partners, I wanted a two-player game that we don’t just figure out how to win all the time, and Rummikub continues to be a consistently fun and challenging game the last nine months. […]

8 min readJanuary 11, 2021
Change the Game in 5 Minutes: Dell Boomi Experiences a Rise in ARR and Churn Reduction Thanks to Customer Success Image

Change the Game in 5 Minutes: Dell Boomi Experiences a Rise in ARR and Churn Reduction Thanks to Customer Success

Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. In these conversations, we talk with customer success leaders who are role models and want to serve customers better. In this session, Nick Mehta, CEO,  speaks with Chris Port, the Chief Operating Officer of Dell Boomi, responsible for Support, Services, Customer Success, and Strategy functions. He says that one of the benefits of having a Customer Success organization is that it helps grow existing customers’ maturity, encouraging them to use more of Boomi’s products and increasing ARR. Nick: Before we begin, on a Friday night with the family, what is your go-to board game?  Chris: I’d say Monopoly. We are a very competitive family. It gets really interesting with Monopoly. The bartering starts to happen when people go into debt and the deals they are willing to make. There are deals my kids are eager to make with my wife that they are unwilling to make with me, especially as they have gotten older. Nick: What a great analogy for the business world. I love that. Tell us about Boomi. Chris: Boomi connects everything anywhere, so think of it as a modern connection layer. We started as a best of […]

10 min readJanuary 11, 2021