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.

This article was written by Alka Tandan, CFO, Gainsight, and originally published in CFO. In the digital economy, businesses are finding new paths to success. That means the metrics used to measure and steer performance need to change, too—but many companies are still wedded to old-school key performance indicators (KPIs) that don’t fully reflect the

Customer success (CS) is a multifaceted discipline. It’s both art and science. It’s a balance of high-touch and digital-touch interactions. It’s about creating efficiency while also building deep relationships. At the heart of this juggling act is Customer Success Operations (CS Ops). While CS ops is often viewed as a role or even a team,

Right before our holiday break, I sat down with internationally acclaimed Speaker and Product Discovery Coach at Product Talk, Teresa Torres. As a Product Discovery Coach, Teresa helps teams gain valuable insights from customer interviews, runs effective product experiments, and drives product outcomes. She is also the author of Continuous Discovery Habits, a product trio’s