In the world of Customer Success, the word “adoption” is essentially synonymous with customers’ usage of our product. But as a Gainsight administrator, “adoption” inspires a different interpretation: our CSMs usage of Gainsight and the various workflows associated with it. Just as CSMs work to inspire and guide our customers to fully utilize our products, I

Almost any technological development can be boiled down to a pretty simple premise: Do more with less time and effort. Whether it’s the invention of the wheel or the toaster or a bevy of data analytics tools for understanding customer behavior and influencing it in positive ways, when you boil it down, we humans are

BETH COMSTOCK, Change Maker and Author A marketing veteran and torch bearer for women in business, Beth Comstock has contributed to the rise of well-known companies like General Electric, Hulu, and NBC Universal. A former Vice Chair of GE of 25 years, Beth has been featured in many notable publications including New York Times, Fortune,

It seems like something from a different lifetime, but I still remember the old days when sales was all chalkboards, steak knives, and “gut feeling.” Okay, well maybe chalkboards were before my time. Also, I’m vegetarian and don’t really need steak knives. But gut feelings—those were definitely the name of the game back in the

One of the best parts of my job as CEO of Gainsight is seeing individuals with responsibility aligned to customer needs moving up in their own personal careers. And one of the hottest trends in enterprise businesses is to appoint one person with end-to-end operational responsibility for Customer Success and Customer Experience. While the title may

If I had a genie, one of the things I would wish for (after more wishes and a Steelers Super Bowl win) is an extra month between the end of our current fiscal year and the start of our next.* It feels like every year, you go from the stress of closing strong to the

When I started drafting this, I was flying back from Pulse Europe where I delivered a couple of sessions on Customer Marketing (Advocacy). This is a very popular topic in the Customer Success ecosystem right now, as many Customer Success programs are working to figure out the right ways to calculate their ROI and track

During Aptrinsic’s Mastering Product Adoption and Growth event, industry-renowned product leaders shared their insights into driving product growth. 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 from the product. Here is a summary of the tips

2017 represented the year where Customer Success grew up and out. We saw new job roles and cross-functional strategies emerge. Companies invested more in Customer Success functions and new industries adopted customer-centric disciplines. Throughout the year, successful outcomes were delivered to millions of software users worldwide. Walt Disney once said, “Times and conditions change so rapidly that