10 In-App Engagements to Boost User Experience Image

10 In-App Engagements to Boost User Experience

In-app engagements are an extremely effective method of increasing user engagement and retention. Studies show that products with in-app engagements see a 3x boost in engagement and a 4x increase in conversions. Watch this webinar to see how your team can easily use in-app engagements in various formats–as guides, surveys, and notifications. We’ll show you how to set up messages and segment to your heart’s content so that your in-app engagements boost user experience, drive adoption, and lead to product growth. In this webinar, you’ll learn: How to make timely and targeted in-app messages 10 practical applications of in-app engagements When to ask for feedback to gauge user sentiment And much more.

2587 registered
5 Tips To Stay Energized For Pulse Everywhere Image

5 Tips To Stay Energized For Pulse Everywhere

We are so excited to connect with the Pulse community during Pulse Everywhere! Instead of simply bringing our presentations to a webinar across two days, we took this as an opportunity to change the game! For the past few months, our marketing team has conceptualized an experience that brings all the best of Pulse to the homes of the more than 14,000 people who are currently registered. This includes a virtual sponsor hall, live streams of puppies, digital networking, a gamified experience with prizes for completing actions within the platform, and more. For those of us fortunate enough to be employed, that has meant that many jobs are now remote and we are spending endless amounts of time in front of our computers. For me, that has meant workouts, meditation, endless cross-collaboration meetings, social happy hours, and family connections all taking place on Zoom or some derivative.  Luckily, I have been following some of the tips from our CIO, Karl Mosgofian on how to combat Zoom fatigue and using appearance optimization to avoid makeup.  While Pulse Everywhere is accessible from your smartphone, tablet, or desktop and we made each day specifically 4 hours (shorter than past live events) to really […]

5 min readMay 3, 2020

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Customer Success and Product Experience – Better Together, Now More Than Ever Image

Customer Success and Product Experience – Better Together, Now More Than Ever

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. Remote work, a rapidly shifting product roadmap, and a demand to support existing customers have led to a tighter integration to improve retention. Uncertain and unprecedented times like these warrant tech companies to step up and alter our priorities, which means that our customers are probably doing the same.. Retention is the highest priority now and preventing churn is existential as evidenced by a survey our CEO conducted of late-stage private cloud companies and publicly-traded SaaS companies. Since ‘retention’ is of paramount importance, great product experience is even more crucial. However, Customer Success alone cannot drive exceptional product experience and thus tighter alignment with Product Management becomes important. During this webinar we focused on three ways to drive this alignment: Product Analytics and Customer Context  While the product teams analyze usage data, the CS teams bring a unique value to this data by adding the customer-specific context. Data alone can be misleading […]

6 min readMay 3, 2020
4 Reasons Why Every Data-Driven Product Leader Should Attend Pulse Everywhere Image

4 Reasons Why Every Data-Driven Product Leader Should Attend Pulse Everywhere

If you haven’t already heard, Gainsight is hosting Pulse Everywhere coming up on May 13th and 14th, which will be one of the largest virtual gatherings of Product leaders currently happening. If you’re not yet registered, check out the agenda and sign up. And, if you need more convincing, here are four reasons why you should attend:  1. Hear the latest on product-led growth from Product leaders at Adobe, Seismic, RingDNA, and moreWe have a great lineup of data-driven Product leaders who will share tactical experience on how they use data analytics and targeted engagement to drive adoption, ensure the success of new feature launches, manage multiple products at scale, and more. If you’re as analytical and data-obsessed as you are creative, you’ll walk away with a lot of best practices that you can start applying immediately to your own product.  The best part is that because the event is virtual, you can easily log in to just the sessions that are most relevant to you. Take a look at the agenda and see if there is anything interesting that catches your eye:  Driving Multi-Product Adoption at Scale Julie Johnson, Senior Manager, Product Adoption, Adobe Managing Uncertainty: How to Focus […]

4 min readMay 1, 2020
5 Reasons COVID-19 Changes SaaS Forever Image

5 Reasons COVID-19 Changes SaaS Forever

via GIPHY As I’ve written about, progress normally comes at us gradually, but COVID-19 has changed that and rapidly accelerated our progress toward the future. Virtual work, on-demand delivery, and telemedicine were all catapulted forward due to this terrible tragedy. And I discussed in the previous post, it’s likely we’re going back to the old world for some of these areas. A natural question for SaaS execs and investors is to ask “What will change for the future about SaaS due to this crisis?” Now you might be thinking “SaaS and cloud are already THE future – they replace the legacy software world of the past.” I agree with that. But I’ll challenge you on one implication. I’ve met thousands and thousands of SaaS CEOs and execs and I can affirmatively say that most SaaS businesses have adopted the product model of the future (cloud) but still employ the internal practices of the past. While SaaS depends on an “always-on” model of recurring revenue, the vast majority of software companies still operate with an “always be closing” mindset, to quote the famous movie Glengarry Glen Ross. You might be thinking “what about Zoom and Slack?” The reason you can think […]

4 sharesApril 27, 2020
Who Should Own Renewals and Upsells: Sales or Customer Success? Image

Who Should Own Renewals and Upsells: Sales or Customer Success?

COVID-19 or not COVID-19, I bet you have heard that question many times, as it is one of the most common topics posed in #CustomerSuccess forums, conferences, blogs, and management meetings. There is also a striking commonality in the responses to the question. In essence, the argued position is usually either a ‘Yes’ or a ‘No’: clear, decisive, and primarily supported by one’s conviction, with minimal objective information supporting the position. Not only is determining the ownership of ongoing customer revenue critically important, but it is also involved. Each company likely has their preferred solution. Therefore, executives and decision-makers could benefit from utilizing an analysis framework rather than personal anecdotes and preferences to make these decisions. Generally, there are three options to manage the commercials of existing customers: ALL SALES: Sales Execs lead all commercial activity, while CSMs engage in non-commercial activities (mainly: driving outcomes, usage, and advocacy). UPSELLS vs. RENEWALS SPLIT: Sales Execs lead all new revenue activities (including upsells and cross-sells), while CSMs lead the management of existing commercial engagements, (i.e., renewals) alongside the non-commercial work. ALL CSM: Sales Execs drive sales to “new” customers only, while CSMs manage all commercial activities with existing customers (including both renewals […]

2 sharesApril 27, 2020
5 Questions CFOs Should Be Asking About Churn During COVID-19 Image

5 Questions CFOs Should Be Asking About Churn During COVID-19

From the beginning, we’ve said that Customer Success is not just a department – it’s a company-wide priority. Over the years, we’ve discussed how CS needs to be intimately-connected to Sales, Product, Marketing, and other functions. We even wrote about how CEOs need to take more ownership of Customer Success. But one voice hasn’t been prominent enough in the Customer Success dialogue – Finance. Finance is the heart of a company from a shareholder point of view, and Chief Financial Officers are the stewards of shareholders’ precious capital. With COVID-19, companies are realizing more than ever that much of the capitalization of SaaS companies is tied up in their recurring revenue streams – and in their ability to keep customers. On a recent call with public company and private equity-backed CFOs, a prominent SaaS equity research analyst said “right now, the most important thing in SaaS is churn. Full stop.” And CFOs certainly know this, since we are looking at which vendors to keep and which ones to “churn.” Given this, CFOs are increasingly being pulled into conversations around customer success with their Chief Customer Officers, VPs of Customer Success, and other executives. The most proactive of us are asking […]

5 min readApril 27, 2020
Powerful Product Positioning During Times of Economic Volatility Image

Powerful Product Positioning During Times of Economic Volatility

Product positioning is one of the most powerful tools we have at our disposal as product people. Mastering this concept could be the difference between success and failure of your product. In times of economic volatility, product positioning is more critical than ever before. Not only is the technology landscape extremely crowded already, but businesses are also under pressure to shift their GTM to be digitised, scalable, and data-driven. In this webinar, you’ll hear from the CEO of Ambient Strategies, April Dunford. April is the author of Obviously Awesome: How to Nail Product Positioning so Customers Get It, Buy It, Love It. Joining April is Gainsight PX CTO, Mickey Alon, and GM of Gainsight EMEA, Ryan Toben. In this webinar, you’ll learn how to: Make complex products easy for customers to understand and love Deliberately position products in times of economic uncertainty Break positioning down into pieces and follow a structured process

986 registered
How to Prepare Your Product for Use in Isolation Image

How to Prepare Your Product for Use in Isolation

In the SaaS industry, it’s always been our job to provide flexibility and accessibility through our products. Remote work isn’t new. The products we create have fueled telecommuting ever since the inception of software-as-a-service. However, we’ve entered a time where work-from-home is more prevalent than ever and the global environment we work in is like nothing we’ve ever experienced. Maybe you’ve noticed an influx of users with the shift to remote workforces. Or maybe you’re doing all you can to ensure your existing customers will continue to use your products. Whether you’re focusing on adoption or retention, your product needs to be able to provide value when your customer-facing teams cannot. We can’t rely on our customer-facing teams to do the heavy lifting. Products need to step up and become more functional in an isolated environment if we want to succeed in the long-term. Product experiences in an isolated environment Let me begin by clarifying what I mean when I say that products should function in isolation. Here is a personal example. When my son was born one month ago, I went through all of the fun paperwork to get his birth certificate, social security number, insurance, etc.. To be […]

6 min readApril 20, 2020
Customer Success and Afternoon Tea: Virtual Edition Image

Customer Success and Afternoon Tea: Virtual Edition

Wednesday, April 22 | 2:00 p.m. GMT+1 (9:00 a.m. ET) In a career where face-to-face interactions are essential, we have recently found ourselves in a situation of uncertainty. We are now required to shift to a virtual platform to engage with customers. In these days of social distancing, our role as customer success professionals has been challenged by the need to be creative in the ways we work with our clients. Please join Adam Joseph, Gainsight’s Director of EMEA Customer Success, Ryan Toben, GM of Gainsight EMEA, and Rachel Bush, one of our amazing CSMs over afternoon tea, coffee and biscuits. We will share how CS professionals are adjusting with the current times and let the audience (you!) share best practices, tips, and innovative ideas you’ve used over the last several weeks during this transition to a virtual customer success world. In this webinar, you’ll learn: How to thrive in a remote CS team Remote communication strategies with customers Work-from-home hacks

755 registered
Product Teams: Help Your Company Navigate COVID-19 With This One Simple Process Image

Product Teams: Help Your Company Navigate COVID-19 With This One Simple Process

Unless you are in one of a few select industries — video conferencing, distance learning, security or certain healthcare companies etc. — COVID-19 is likely to put a big dent in your growth.  Much worse, companies are at high risk of losing the customers they already have.  The number one imperative for every company right now is retaining their customers.   There are lots of critically important things that product teams can do to help with retention during this period, including: Provide detailed adoption data to spot trends and identify at-risk customers Deliver messages or surveys in-app to keep your customers informed or gather key information to support them better Make sure that your technical  operations are top-notch so that you deliver for your customers at this crucial time While these things are essential, the most powerful tool product teams have is prioritizing the work of engineering teams.  How can we marshal our engineering capacity to the fight for customer retention and through that for our company’s survival?  Obviously, a strong roadmap that adds valuable features and improves quality will help with retention.  But that is over the long term—COVID and COVID-related churn is a problem right now.  What can we do […]

7 min readApril 16, 2020