In today’s subscription economy, retention, loyalty, and growth all depend on how customers feel about doing business with you, and those feelings show up in the numbers. With so many potential metrics to choose from, it’s easy to get lost in the noise. Which ones predict churn? Which connect directly to revenue? And how do

Today’s customer expects a level of response from companies that most of us find unattainable. Case in point: According to Business Dasher, 46% of customers expect companies to respond within four hours of their support request. What’s more, 12% of customers expect a response within 15 minutes. Unfortunately, many companies are missing the boat, the

Customer Success (CS) is no longer just a department—it’s a company-wide growth strategy that drives retention, efficiency, and revenue. Gainsight’s latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025. While our robot overlords aren’t taking our jobs anytime soon, the report found that AI

CFOs scrutinizing the tech stack are quick to question redundancies. When they see email communication capabilities in both your Marketing Automation Platform (MAP) and Customer Success Platform (CSP), they’re bound to ask, “Why do we need both?” It’s a valid question—but the answer lies in understanding and reconciling the distinct roles each tool plays in

In a world where instant gratification has become the norm, customers are increasingly seeking support that caters to their needs without the frustrations of lengthy wait times or extensive search efforts. For every business today, the question isn’t merely about providing answers; it’s about creating an empowering self-service experience that propels customers toward achieving their

Your Sales team has just closed a major deal. Your Sales team rings the gong, and CRM lights up with the details—contact information, deal value, and the goals your new customer hopes to achieve. It’s a moment of celebration. But now what? For many businesses, a CRM’s role quickly diminishes once the deal is done.

My favorite holiday story of all time is Charles Dicken’s A Christmas Carol. The timeless lessons about reflection, redemption, and transformation resonate deeply with me, especially during this season. As I thought about why I joined Gainsight as Chief Marketing Officer, and the incredible journey ahead, I kept hearing the voice of Jacob Marley: “I

In today’s market, acquiring new customers is expensive, and keeping the ones you have has never been more important. Most teams still react too slowly to churn risks or expansion signals. Real-time customer insights change that. These insights help Sales, CS, and Product teams understand what customers need, so they can respond faster and smarter.

We can’t believe it’s been over a week since we gathered the Customer Success community at RAI Amsterdam for Pulse Europe 2024. Before the magic of the event gives way to the day-to-day grind, here’s a brain dump of what’s still echoing in my mind after two exhilarating days at Pulse. And yes, I will

Exciting news from the Gainsight community! We’re thrilled to announce that Harri, the all-in-one human capital management platform for the hospitality industry, has officially become our first four-product client in Europe by launching their customer community. Over the last five years, Harri has been on an incredible growth trajectory, rapidly innovating and scaling to meet