The Customer Success landscape has changed. Technology companies are producing more complex software, which can often overwhelm customers during the onboarding process. As a result, it’s common for these customers to quickly abandon new platforms. If your company is building products that people rely on to boost workplace performance, you can understand the pain from
Discover what product education is, how it drives adoption, retention, and measurable customer success.
Manual customer training, i.e., 1:1 sessions with Customer Success Managers (CSMs), PDFs, webinars, etc.—had its day. But it’s quickly falling out of favor, diminishing the customer experience, and putting unnecessary pressure on already strapped customer-facing teams. Why? Because manual customer training doesn’t meet the learning preferences of your customers, and they’re drowning your teams in
Today is Community Manager Appreciation Day—recognizing the unsung heroes working behind the scenes to architect thriving, healthy communities that drive customer engagement and value. Gainsight took some time last week to give some kudos to our own community team, and sat down with Kenneth Refsgaard, Manager, Community Strategy & Programs at Gainsight, and Anirban Dutta,
There’s more competition than ever. But, why? The cost of starting a business is lower than ever, products are commoditized, and markets are saturated, which means achieving true differentiation is tough. So, how can you differentiate your company in this environment? Focus on customer experience. It’s so important today that, according to a 2023 Super Office
Customer success is firmly entrenched in the SaaS business model. According to a 2020 study by TSIA, more than 90% of organizations had a dedicated customer success role in their company. Nick Mehta, CEO and Founder of Gainsight, recently said, “Every single software company has a customer success program now. And it’s not just lip service anymore,
By now, the value proposition for a customer community is well-established. Having a community of people who use, improve, and advocate for your product will help you build relationships with customers and prospects that ultimately drive revenue. But how do you actually measure that value—the real impact of community on your business? To help us
Digital innovation is constantly shaping customer relationships, and Popmenu stands out for how it’s using Gainsight Essentials for its customer engagement and growth strategies. Customer Education is an impactful way to set up a rock-solid foundation for customer outcomes, and Popmenu has embraced this by providing an extensive resource hub for its customers. By empowering
For a long time, proactive vs reactive was a common debate among Customer Success professionals. Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. But when you’re an early-stage company, proactive management is difficult without the right resources
In today’s customer-centric world, providing fantastic support is mandatory. But how do you deliver a high level of customer support at scale when a difficult economy is causing so many companies to cut budget and headcount? For Zapier, the answer was community. The Zapier community is massive, with 1.6 million page views and 600,000 unique