In the world of Technical Support, there are a million ways to approach the core mission. I’ve seen departments structured in so many different ways, and the customer experience can also be quite different depending on the product. One question I get asked all the time is, “What is Premier Support and why do I

To watch PulseCheck 2018 or not to watch? That is the question. We make an average of 35,000 decisions per day. Blue jeans or black? Highway or side streets? Salad or stuffed crust pizza? These can end up putting a lot of pressure on you (and your poor brain). Fortunately, this flowchart will take one

Funnel analysis helps determine the point in which users are dropping off of a series of events that leads towards a defined goal. An example goal for an enterprise application could be when the administrator completes the setup of a required integration. Aptrinsic is now Gainsight PX! Gainsight PX helps your team deliver superior product

A cohort retention analysis is a helpful tool for product teams to understand how many of their users return to their product and after what period of time. Aptrinsic is now Gainsight PX! Gainsight PX helps your team deliver superior product experiences while Gainsight’s customer success platform helps to ensure customers are receiving business value

If you think you’re saving money by buying a “good enough” Customer Success solution, think again. Buying a Customer Success solution is a lot like buying art supplies. When you’re starting out, the $1 paints seems like a smarter choice than the $3 paints. You might think, “It’s cheaper and I’m new to this ‘art

So you’ve been wanting to get serious about managing your customers and using data to drive insights and actions. But your data is a mess, right? Is that the end of the story? It better not be. Let’s get a couple of things out in the open: Everyone’s data is a mess We live in

“If you need more revenue, invest in Sales.” Why is that the default—some might say “kneejerk”—response to the basic question of how to make more money? One of the reasons Sales is such an obvious economic driver for companies is because its core Key Performance Indicator (KPI) is meaningful and well-defined: bookings. But for businesses

Just because summer break is a thing of the past doesn’t mean summer reading has to be! Summer is upon us in the States and this Customer Success Summer Reading List will keep you occupied whether you’re staying in, traveling to far off places, or lounging by the ocean. Read it all at once or

You’ve probably heard this one before: A Customer Success Manager, an Internet of Things Engineer, and a Management Consultant walk into a bar… Okay, maybe not! But that triumvirate seems to be showing up frequently in historically non-digital businesses as the trend of “Software Eating the World” advances unabatedly. Who knows? Maybe someday soon Customer

Cost of Retention vs. Customer Acquisition Cost. It’s a classic match-up. They’re both essential players, but when it comes to healthy growth, which one of these best practices should you be betting on? In the early days of SaaS, growing fast was everything. Money was poured into customer acquisition and businesses took off left and