The Essential Guide for the SaaS Executive During COVID-19: People, Process and Tools Image

The Essential Guide for the SaaS Executive During COVID-19: People, Process and Tools

We are entering a ‘new normal’ and leaders like you need a guide on how to manage sales, retention, and expansion leaning on the insights from your Customer Success and Product teams. Now more than ever, SaaS leaders are doubling down on existing clients as new logo sales slow down. This guide will help you align your people and processes using Gainsight tools to ensure you thrive through this pandemic with renewed visibility and better decision making strategies than ever before. Human first strategies to lead through a crisis How to use playbooks to level up remote teams How to categorize your clients to strategize efficiently  How to effectively use product usage data during a downturn And more!

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The Horizon Experience: 4 Phases to Expanding Your Product Portfolio Image

The Horizon Experience: 4 Phases to Expanding Your Product Portfolio

Two weeks ago, we launched the Horizon Experience, Gainsight’s simple, intuitive, and beautiful new product experience. In previous posts, we shared our design values and our approach to implementing the experience. But what happens when you acquire a product that has a completely different user experience? Today I’ll share some thoughts around how we are marching forward toward a fresher, more unified experience in Gainsight PX. Background Over the years, Gainsight had become a leader in the Customer Success space, and we were ready to extend our reach to adjacent use cases. In early 2019, we acquired Aptrinsic, a company specializing in tools to better understand and connect with users within the product experience (renamed PX shortly after). We largely made no changes to the look and feel of PX for over a year. The design is fairly modern, uses an energetic color palette, and supports lots of purpose-built interfaces for advanced analytics and engagements. Our decision to update PX to the Horizon Experience involved many factors and evolved over time. The first factor was our brand. While PX has some extremely powerful capabilities, it lacked the brand presence of the core Gainsight product, creating potential brand recognition challenges. The […]

6 min readMay 28, 2020

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3 Ways Gainsight PX Drove In-App Engagements for Pulse Everywhere Image

3 Ways Gainsight PX Drove In-App Engagements for Pulse Everywhere

Resourcefulness has become a business imperative. As we began planning for Pulse Everywhere, the virtual version of our annual Pulse conference, we knew how important it was that we do our best to capture the feeling of the live experience. But how do you take an in-person event that offers valuable face-to-face experiences with over 22,000 people and emulate it in a virtual setting? The answer was right under our noses—all it took was a little resourcefulness. As we searched for ways to respond to our event attendees in real-time, help them discover events as they unfolded, and gather their feedback, we realized Gainsight PX could help us create these experiences. Gainsight PX would play an integral role in the attendee experience at Pulse Everywhere. You may know Gainsight PX as our Product Experience Platform. Thousands of users rely on  Gainsight PX to understand user behavior, drive product adoption, and collect user feedback. It’s also a key component in our sales strategy, ensuring our reps have insights to have meaningful conversations with their accounts. Imagine how powerful your marketing team could be emboldened with actionable product insights and in-product user engagement (think: Product Qualified Leads, in-product campaign attribution, marketing segmentation […]

6 min readMay 27, 2020
The Hardest Question SaaS CEOs and Leaders Have to Face Now Image

The Hardest Question SaaS CEOs and Leaders Have to Face Now

I don’t know about you but life these days is confusing. Every week is full of mixed signals. Case counts are dropping in some places. And they are flaring up in others. Therapies look promising. Until they don’t. The stock market is soaring. Yet unemployment is too. More than ever in the history of my 20+ year business career, I find myself asking the question “which way is up?” And it’s within this context of historic uncertainty that CEOs and business leaders have to face the reality that (some) rebound is coming. This is mathematically-true since we dropped output to almost nothing, so we definitely know, in terms of the economy, that the only way from here is up—for now. To paraphrase the late great CEO of Intel, Andy Grove, you don’t get to be a leader without being a little bit paranoid. So I’ll be open with my paranoia. What if we have a spike of cases in the fall? What if we have a second shutdown? What if the re-opening doesn’t drive the economic activity we hope? What if the Fed’s attempts to hold up the credit markets eventually fail? What if? Software executives are faced with an […]

6 min readMay 27, 2020
3 Reasons a Customer-Centric Tech Ecosystem isn’t Complete without Community Image

3 Reasons a Customer-Centric Tech Ecosystem isn’t Complete without Community

Can you believe it’s been two weeks since Pulse Everywhere happened?  Last year at my first Pulse, I was blown away by the passion of the 5,500 customer success and product professionals who descended on Moscone for the in-person event. It seems ironic now that I’d wondered if there were no barriers to attend (time, travel, budget), how many people carry the same level of passion and want to be a part of this incredible community? Sometimes a hypothetical is just a hypothetical. But in this case, we got an answer in 27 sessions, 44 networking groups, 4 keynotes, 22,000 registrations, and thousands of more streams that will happen after the fact. While the circumstances were unprecedented, the way you came together was and is extraordinary. This level of engagement also puts one of the innovations announced in our Pulse Product Keynote into focus in a whole new way: Sightline Vault, part of Gainsight’s unique approach to an ecosystem, harnesses this one-of-a-kind community. Think, a robust integrated partner ecosystem plus an open-source exchange for your best practices—like a GitHub for customer success.  And the more I learn about the cross-functional, totally customer-obsessed individuals in our orbit, the more I realize: […]

4 min readMay 26, 2020
4 Strategic Steps To Delivering A New Product Experience At Enterprise Scale Image

4 Strategic Steps To Delivering A New Product Experience At Enterprise Scale

At Pulse Everywhere, we launched the all-new Gainsight Horizon Experience—Gainsight’s new User Experience powered by a simple, intuitive, and beautiful design system and a set of UI components to serve as the building blocks. This new experience is already available in our CX Center, Revenue Center, Sightline Vault, and Gainsight mobile, and we’ll be rolling it out to the rest of Gainsight NXT and parts of Salesforce edition in the months to come. You can see a recap of our announcement here, along with the rest of our Pulse Everywhere keynotes. This may be the first you’re hearing of Horizon Experience, but we’ve been thinking about this for a long time. In fact, we tripled the size of our design team over the last year to make sure we can not only build, but maintain a world-class product experience as we continue to grow. Take a look below to see some of the approaches we took as we set out on this journey.  1. Set Clear Goals When we set out to create the Horizon Experience, we began by aligning on our primary objectives for the initiative. In our case, we aimed to do the following: Increase Customer Effort Score: […]

6 min readMay 21, 2020
Announcing the 2020 GameChanger Award Winners Image

Announcing the 2020 GameChanger Award Winners

DRUM ROLL PLEASE…AND THE 2020 GAMECHANGER AWARD WINNERS ARE…  First and foremost, for everyone who joined us online last week for the absolutely unprecedented Pulse Everywhere. We were completely blown away not only by the attendance but of the engagement and palpable energy that came to life in this virtual experience. While we didn’t have 22,000  people in one room together – we all came together.  If you watched Nick’s Keynote, you heard him talk about coming together and being stronger together as a community. That’s what our GameChanger Community is all about—creating success for all Gainsight customers. Collectively we can inspire and push each other to new heights, learn and grow together, and connect from anywhere. The dictionary definition of a GameChanger is an event, idea, or procedure that effects a significant shift in the current manner of doing or thinking about something. Being a Gainsight customer by our definition means you are a GameChanger. It’s been a remarkable year, to say the least, and we have been in awe to see how our customers have switched up familiar landscapes and shifted the status quo way things have always been done and thought about.  We are honored that our […]

8 min readMay 20, 2020
In-App Engagement Kit Image

In-App Engagement Kit

The complete kit for anyone who wants to supercharge adoption and onboarding in their product. In-app engagements, those outreaches that happen within your product, are ideal for getting the right information to the right users. But, send out too many and they’ll hurt your product experience more than they help. This In-App Engagement Kit has everything you need to create a complete in-app engagement strategy. Inside the kit, you’ll find: The Guide to In-App Engagements: Covers the basics and provides steps to set up a governance plan that will keep users safe from the dreaded “in-app engagement fatigue.” The TRUSt Framework for In-App Engagements: A handy reference to keep everyone aligned on how to use in-app engagements. Request Form Template: An example form to ensure that requests from other departments come with all the necessary information you need to prioritize, create, and launch them. Copy Templates: Easily create eight of the most-used types of engagements with these helpful templates. Tracking Template: Use this spreadsheet template to organize, track, and measure the results of your in-app engagements. Start sending unlimited in-app engagements today! Free for 90 days. For a limited time, you can use Gainsight PX, free for 90 days, to […]

2 min read
3 Big Lessons We Learned Creating Pulse Everywhere 2020 For 22,000 People Image

3 Big Lessons We Learned Creating Pulse Everywhere 2020 For 22,000 People

How We Turned a Beloved 5,000 Person Tech Conference Into an Epic 22,000 Online Experience in 45 Days That’s a wrap on #PulseEverywhere 2020. Just nine short weeks after deciding to transform the much-loved Pulse event into an online experience, we hosted over 22,000 Customer Success and Product professionals from 50+ states/countries. Over 25 companies shared best practices and learnings across four keynotes, 27 sessions, and 40+ networking groups. 22 amazing partners and sponsors manned their virtual booths and engaged with our guests. Here’s a little of what we learned along the way. 1. Values Drive Value I’m unashamedly borrowing this from our friends at Salesforce, Values Drives Value. We leaned heavily on our Gainsight values to make Pulse Everywhere authentic to the Pulse Community and Gainsight, which added value in so many ways: Golden Rule: Think back to the end of February or the beginning of March. We read about the constant cancellation of big events. I was obviously worried about the impact COVID-19 had on the broad community, but honestly, I dreaded the potential hole in my budget if we had to cancel Pulse three months prior. Our amazing team applied the Golden Rule to each of their […]

10 min readMay 18, 2020
Product Planning in the Age of COVID-19 Image

Product Planning in the Age of COVID-19

PMs have a difficult job navigating the delicate balance of customer feedback, engineering resources, sales requests, and product innovation. In times like now when people are more dependent than ever on products, that balance becomes even more precarious. Watch for a lively discussion with Jeetu Patel, Chief Product Officer at Box, Allison Fortman, Product Management Director at Trimble and Mike Berger, VP of Product Marketing at Gainsight to uncover the unique requirements for product planning during COVID-19. In this webinar, you will learn more about the specific principles of product development at Box and Trimble and what new processes they are putting into place to lead their teams during this pandemic. If you lead a product team, you won’t want to miss these insights into shifting to the cloud quickly (for Trimble), creating user delight, managing remote teams, and the new financial implications all of this entails. In this webinar you will learn: The Box 7 product principles How to migrate to the cloud  Data-driven product decision making GTM and engineering challenges during COVID-19 And more!

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Pulse Everywhere: Themes And Takeaways From Day 2 Image

Pulse Everywhere: Themes And Takeaways From Day 2

Wow! What a record-breaking Pulse Everywhere! Over 22,000 registrations across two days, over 25 companies presenting, and over 50 states/countries logged on live. We couldn’t have done it without you—our Pulse community. We know that, like us, most of you are in fuller houses right now, so we decided to enjoy a spoof of our old favorite—Full House. After all, most of us are in full houses right now. Be sure to catch the reply of our Gainsight Full House here if you missed it and if you missed day 1, our recap is here.  Our CEO, Nick Mehta, kicked off day 2 with an opening keynote featuring Mapbox, VTS Intellishift, Adobe, PTC, and Docusign. These game-changing speakers shed light on how they are using Gainsight to structure their Customer Success organizations, use data to drive processes, solve customer problems, and deliver results for their customers. Lorna Henri at Mapbox shared how responsive clients were to a simple act of kindness through an automated, personalized Gainsight powered email. PTC talked us through customer success transformation as a marathon to win the race against churn. Kristi Faltorusso, a four-time Gainsight customer, put it simply, Gainsight equals problems solved with health scores, […]

8 min readMay 14, 2020