Churn is the enemy of every customer-focused business, which is why customer education is a vital part of acquiring and maintaining customers. Used properly, customers will help power product adoption while improving the individual customer’s overall experience. Along with those benefits, you can also see improved customer satisfaction and engagement, increased customer loyalty and a
The uncertain times are leaving many B2B businesses in a cloud of mystery. What’s not hanging in the balance, however, is your customers’ expectations. In 2023 and beyond—regardless of the state of the world—your customers will expect value from your product or service. They’ll expect—no, demand—customer outcomes. Something else that’s unlikely to change in 2023
What do Digital Customer Education Programs and snowballs have in common? They both grow over time. By now, your learning journey is well underway. You’ve promoted the heck out of it, maintained leadership buy-in, and got the oh-so-great news that your budget was increasing. The question is: What should you do with those extra dollars, and how can you
As the technology sector transitions from hyper-growth to durable growth, SaaS companies are shifting their focus to safeguarding Net Revenue Retention (NRR) and ensuring customer outcomes. That’s why leading Customer Success (CS) teams are discovering ways to deliver amazing digital experiences to customers efficiently and at scale. It’s clear that Digital CS is the path
When considering “user training,” your mind likely goes to a typical onboarding meeting or company training session. However, this is no longer the only (and certainly not the best) way to approach user training. Today, many organizations opt to use training management software (often called learning management software) to provide better training opportunities for their
As Customer Success (CS) matures and enters a digital era, operations have never been more pivotal. CS teams are charged with perfecting a seamless omnichannel customer experience throughout the entire user journey, while working at peak efficiency. (No pressure!) There’s no way to get there without dialing in digital tactics, and Customer Success Operations, or
By now, you’ve heard the big news (but just in case you didn’t): Gainsight acquired the leading Customer Education Platform Northpass. For the boring version of this news, click here. And to see a video of Steve Cornwell (CEO of Northpass) and me realizing our companies are a perfect match, check out below. What comes
By Steve Cornwell, July 11, 2023 This morning, we announced that Gainsight acquired Northpass in the most exciting moment in my 20 years of company building and the most defining moment in the history of Digital Customer Education. I want to share how this acquisition came together and what it means for our customers and
As the technology market enters a new era, Customer Success (CS) has become a critical differentiator for businesses. According to Gainsight’s The Evolution of Customer Success Report, 98% of companies plan to increase or maintain CS headcount over the next year. But, at the same time, the need for CS to scale and evolve is
Delivering exceptional customer experiences is imperative for all Customer Success teams. However, ensuring that you deliver the right information, at the right time, through the right channels is particularly challenging within the current “do more with less” mandate we all face. If you’re looking to enhance your customer engagement model for scale while also optimizing