“There is no such thing as a dumb question.” I disagree. Take this question I asked a customer in a CS kickoff call: “Can you walk me through the business outcomes you hope to achieve with our product?” Or worse: “Just confirming, did you buy the standard or … the premium package?” I wasn’t incompetent.

The moment you hit send on an NPS survey can make or break your response rates—sometimes by a lot more than you’d guess. You spend time crafting the perfect question, but if your timing is off, even your most loyal customers may skip it. So, what is the best time to send NPS survey requests

Getting Critical Customer Data to Everyone Who Needs It Teams are managing more customers, with higher expectations (internally or externally), and tighter budgets—yet no extra hands to keep up. Meanwhile, the pressure to be faster, stay ahead of risks, and prove value keeps climbing. The key to making smarter, more proactive decisions? Immediate access to

It’s Valentine’s Day, and love is in the air. Let’s take a look at how you can delight your customers throughout their entire journey, effortlessly with digital tactics. That way, the love you show your customer accounts keeps you—and everyone else—smiling come renewal time. Ah, the renewal stage. Like a perfectly crafted rom-com, renewals are

Customer Success Platforms (CSPs) can be a game-changer—or a total headache. For small companies, they often turn into expensive shelfware, bogging teams down before they’re ready. For larger businesses managing hundreds of accounts, they’re indispensable. So when’s the right time to invest in a CSP? That’s exactly why we acquired Staircase AI. Too many companies

Customer retention is won or lost in little moments throughout the customer journey. The details set the tone for how quarterly and executive business reviews will go, the way customers communicate to your team, and all the other important markers of a happy customer. One of the most impactful ways to impress your customers, and

AI has become an inextricable part of our daily lives, and the Customer Success (CS) industry is no exception. However, valid security concerns cropped up almost immediately about the use of Gen AI platforms during their development. In our April 2024 report, The State of AI in CS,  we found that data privacy concerns were

Happy Community Manager Appreciation Day! Today, we’re taking a moment to celebrate the incredible work of Community Managers, who play an essential role in building strong relationships with customers and fostering engagement strategies. Their efforts not only enhance customer experiences, but also drive business outcomes in powerful ways. At Gainsight, we believe in recognizing and

Gainsight recently announced that we were named a Leader in the first-ever Gartner® Magic Quadrant™ for Customer Success Management Platforms; Gainsight was positioned highest on the Ability to Execute axis and furthest on the Completeness of Vision axis. But before we talk about why we believe the Gartner recognition is such an iconic moment for

Every year, the value of Customer Success (CS) grows and not just in our hearts (although that does happen). Companies across EMEA prove year after year that they recognize the business value of CS by investing more resources and expanding CS team responsibilities. We surveyed companies across industries for the CS Index 2024. The following trends