Imagine you’re tasked with creating an online learning program or you’re looking for an LMS vendor for your company’s customer training program and you hear the term “SCORM” or “SCORM LMS” and wonder, “What does that mean?” You’re not alone. Anyone who uses online learning to train their customers, workforces (gig or real estate) has likely encountered these terms. That
Generative AI is an unstoppable force, rapidly transforming the world around us as we know it. If you’re still reeling from its ability to process unstructured data, like text, did you know the technology can reason? That’s right, we now have computer systems that can reason. Let that sink in a moment. Every industry is
Ready for liftoff? Gainsight is thrilled to announce Pulse Encore—an exclusive gathering of minds, ready to share, connect, and level up the world of Customer Success. This can’t-miss event for all Customer Success, Product, Community, and Customer Education enthusiasts features not one, but two exclusive gatherings in New York City on September 28th and in
A quick Google search will return a seemingly endless list of LMS vendors and make to make it even more confusing, many of them offer different features and have different value props (i.e., one is more positioned for customer education while the other is primed for employee training). Needless to say, picking a learning management system (LMS) can seem
In the digital age, customer experience is the bedrock of a successful business, and companies are continuously seeking innovative ways to engage and support their customers. One such trailblazer in the realm of customer-centricity is Sonos, the world’s leading sound experience company. Sonos has taken customer support and engagement to new heights by leveraging Gainsight’s
You’ve decided to replace your old learning management system (LMS), upgrade your existing one, or launch one for the first time. In any case, the issue now becomes: How do we implement it? Sounds complicated, right? It could be, but it’s incredibly easy with this LMS implementation project plan. Select a Learning Framework (Methodologies) Choosing a learning framework
“Is our online training having a positive ROI?” If you’ve been on an L&D team for any period of time, someone’s asked you this question (probably your boss). To answer them, you need to measure training effectiveness, and more importantly, show the Leadership team that online training is helping the company grow. The Growing Role of Online Training
Whether you call it product-led, customer-led, or digital-led, cohesive user journeys in your product are key to successful product and overall customer experiences. Cohesive journeys allow your users to receive communications that align across the board (from initial purchase, to onboarding, to CSM outreach, to in-app guidance) and promote a single message, purpose, and value
Well defined customer touch points are the foundation of a strong digital experience with your product. And as the SaaS industry evolves and gets more sophisticated, so do customer and user journeys along these touch points. Let’s start with the basics. What’s the difference between a customer journey and a user journey? The terms ‘customer’
A customer success strategy helps you engage customers and manage retention rates. But developing a strong customer success strategy requires time and effort. Particularly, you need to educate your customer base and make them self-sufficient. You can focus on this education by onboarding with videos and tutorials, providing detailed how-tos and timely addressing customer feedback. This education is critical for your business’s success. According to the 2021 Customer