When it comes to implementing a new Customer Success (CS) framework, we often hear the same concerns: “It’s going to be too complex,” or “How can we ensure everything goes smoothly?” At Gainsight, we recognize that these fears are common among organizations looking to enhance their customer engagement. The thought of implementing a new system

Self-service hasn’t always had the best reputation. Static and stale FAQs? Check. Zero personal touch or context? Double check. And when those avenues didn’t work, the backup “plan” was to funnel already frustrated customers into the support queue or into the abyss of their Customer Success Managers’ inboxes. Needless to say, it wasn’t a great

The power of the customer to drive growth for any B2B organization increases exponentially when they connect to a community of others. In fact, many companies are building community engagement into the foundation of their customer success strategies because of the positive impact on revenue and retention. Community offers customers a self-service hub and allows

Every year at Pulse Europe, we recognize European industry leaders who have made significant contributions to the field of customer success (CS), driving innovation and transforming the way businesses engage with their customers. Without further ado, put your hands together for this year’s Pulse Europe GameChanger Award Winners! The Architect : Odido, Jason de Krijger

Welcome to the first day of Pulse Europe 2024, Gainsight’s annual conference held at the beautiful RAI Amsterdam. This year, customer success professionals gathered from around the globe to connect, learn, and share insights about the evolving landscape of customer success in an era increasingly defined by technology and artificial intelligence. Let’s dive into our

Today’s economy demands organizations grow efficiently, and the best way to do that is by expanding and renewing your current customer accounts. That’s right, Customer Success (CS) is coming to the rescue to help organizations across industries scale efficiently. Particularly in the SaaS sector, Customer Success isn’t just an ancillary function; it’s vital for retaining

To most, scaling a company means more. Finding more customers, hiring more employees, all with the goal of earning more revenue. The issue, companies find out, is that there is always a limit to more. A workday only lasts so long, and people can only accomplish so much within those hours. Companies focused on long-term

For the past decade, Customer Success (CS) has been defined by a straightforward mission: guide customers to achieve their desired outcomes with your product or service. While this goal remains steadfast, the landscape of Customer Success is shifting dramatically. With the advancement of Gen AI for CS, we’re entering a transformative era, where Customer Success

Building a successful business requires laser-like focus. Companies need to hire the right people, find the right customers, and ensure they can keep those customers from churning. By necessity, some priorities, like what tools to integrate into your tech stack, can be pushed down the road. However, at some point, every organization must invest in

As a customer success (CS) leader, I’ve witnessed firsthand the transformative power of artificial intelligence in our industry. The rapid evolution of AI technology is reshaping how we engage with customers, manage our teams, and drive business growth. Without further ado, here’s my perspective on how AI is becoming a crucial competitive differentiator in customer