We’ve officially kicked off our European leg of the Customer E.R.A.S. Tour here in London.  What’s E.R.A.S., you ask? (Hint: It’s so much more than a Taylor Swift homage.) E.R.A.S. stands for Expansion, Adoption, Retention, Scale, and we’ve designed the E.R.A.S. framework to help you align your teams around tangible business outcomes that lead to

By Tim Van Lew, Director of Customer Success Strategy, Gainsight  Yes, it’s uncommon to see a year-in-review article in spring. While the economic challenges of the last couple months may have some of you feeling like you’ve lived a full twelve months in the last two, we doubt this post will add to your doom

It would be an understatement to say that the global economy is going to be unstable in 2023 and probably in 2024 as well. Navigating the storm isn’t going to be easy and B2B businesses are already trying to do more with less. But how does this fit in with your current customer success team

With economic uncertainty in the air, SaaS and Customer Success teams want to be more efficient and build durable businesses that withstand the market. How? With a digital-led approach, of course. For CS teams, efficiency means working smarter and doing more with less—accelerating the current drive toward digital strategies like community, self-service, and more. Remco

This article was written by Lila Meyer, Director of Global Education Services, Gainsight.  Before moving into my current role as the Director of Global Education Services, I oversaw the Technical Communication and Community Management teams at Gainsight. My previous role helped me to get to know many of the members of our amazing Customer Success

Whenever the economic landscape starts feeling shaky, companies—SaaS and otherwise—rush to tighten their belts and slash spend.  Today we find ourselves in a very similar place to The Great Recession in 2008–09 where efficiency is now the focus: How can we do more with less?  That means the recent era of rubber-stamped “APPROVED” on requests

Customer churn. It’s on everybody’s mind right now. But are you leveraging your customer community as one of your top tools to recognize and mitigate churn risk? Community allows your customers to engage with your product and brand on their own terms. It’s a space for customers to share best practices, trade product knowledge, and

This article was written by Gainsight CFO Alka Tandan and originally published in Forbes. Once, finance leaders had a simple mandate: Keep the books up to date, make sure the numbers add up, and track where the money flows. That changed over time, and finance now anchors every aspect of the organization in actionable analytics.

Customer success (CS) is on the verge of a digital revolution, and one-to-many tactics that increase Customer Success Manager (CSM) efficiency are making a real splash. For nearly a decade, CS has been built through one-to-one relationships between CSMs and their customers. There’s just one problem: This approach now needs to scale.  To build a

We’ve entered an era of customer success (CS) where company executives and investors have agreed now is the time to double down on CS efforts. In the last several months, there has been an abrupt, 180-degree pivot in business mindset and everything has gotten flipped on its head. EBITDA is a focus instead of hyper-growth.