“Nobody owns the customer relationship. Everybody does.” That’s how Jared Collins, Senior Director of Customer Success at Dell Technologies, put it on his episode of [Un]Churned with host, Josh Schachter. His statement is a no-brainer for large companies with complex relationships and multiple internal and external stakeholders. But the same holds true for a Customer
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What do category creation and Customer Success have in common? They both require a massive change in how your audience thinks about a problem. On this week’s episode of the [Un]Churned podcast, Udi Ledergor, Chief Evangelist and former CMO of Gong, and Lauren Olerich, Sr. Director of Corporate Marketing at Gainsight, shared what it really
Today’s customers expect momentum, not just onboarding. B2B SaaS products can feel complex. Slow starts and scattered guidance can stall adoption fast. Customer enablement helps prevent that. Many teams still split the work across Education, Product, Support, Community, and Customer Success (CS). Customers get stuck. Teams lose clarity on the next step. Ownership also gets
Customer Success (CS) teams are operating in a far more demanding environment than even a few years ago. Customer bases continue to grow. Products are more complex. And, expectations around retention and expansion are higher than ever. As a result, CS leaders are under pressure to support more customers, adopt AI in search of scale,
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If you’ve ever wondered how companies like Intercom scale advanced AI solutions while delivering exceptional customer outcomes, the answer might lie in a unique role: the Forward Deployed Engineer (FDE). In a recent episode of [Un]Churned, host Josh Schachter sat down with Diego Ballona, Senior Director of Engineering at Intercom, to discuss this very topic.
Learn to boost digital adoption, reduce churn, and improve customer lifetime value with proven tactics.
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We’re thrilled to welcome Kristi Faltorusso back to the [Un]Churned podcast! Kristi, once a beloved co-host, has since made waves in the customer success (CS) space, and her return brought equal parts nostalgia and forward-thinking insights. From leading high-performing CS teams to influencing industry best practices in customer success, she’s consistently at the forefront of
Understand how product analytics empower SaaS teams to improve UX, retention, and growth.
Here’s what most Customer Success (CS) leaders miss: digital CS isn’t about building three separate programs. It’s about creating one seamless experience. In a recent episode of [Un]Churned—Gainsight’s podcast dedicated to the builders, leaders, and operators shaping the future of customer retention—host Josh Schachter sat down with Erica Kuhl, EVP and GM at Gainsight, for
Over the past few weeks, I have spoken with many of you regarding the security advisory involving our Connected App on Salesforce and promised a comprehensive technical explanation. This post explains what we found, what the investigation revealed, and what we’ve built in response. Our CEO, Chuck Ganapathi, recorded a video covering this topic in