In the late 90s, Dell was one of the top PC manufacturers in the world. Their call centers used to field tens of thousands of calls every day from people all over the world trying to switch on and use their first PC. One afternoon, one of the agents got a call from a disgruntled

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders. Yet if you asked 100 SaaS CEOs to define a CCO’s roles and

Sabina Pons is Operating Partner at Growth Molecules™ and a 2022 Top 100 CS Strategist.  We recently covered how Customer Success (CS) teams can create digital scale at moments of truth during the implementation and adoption phases of the customer lifecycle. Building upon that strong foundation, you can also add digital-led strategies to critical moments

There’s an old adage that says “you have to walk before you can run.” And while every journey is different, it’s always nice to have a helping hand as you find your footing, whether it’s on the playing field or in that brand-new software that you and your team are learning. Whether you’re a brand-new

At Gainsight, we’re FIRED UP to kick off 2023 with our quarterly product launch event, Evolve.  At our last Evolve event, we discussed how to leverage digital customer success strategies to proactively drive outcomes for users and durable growth for SaaS businesses.  This quarter, we have even more product enhancements that help companies streamline work

In a rollercoaster global economy, you need to do everything in your power to take care of all of your customers. But when you’ve got customers across a wide variety of segments and geos, where do you start? You probably won’t be surprised at our answer: digital customer success (DCS). To help you build a

Sabina Pons is Operating Partner at Growth Molecules™ and a 2022 Top 100 CS Strategist.  In a recent post, we covered how customer moments of truth act as a map to achieve digital scale. Beyond the WHAT and WHY of digital-led customer success strategy, we also want to share tips on HOW to make the

Given the uncertainty in the world right now, it’s hard to predict what will happen this January—let alone all of 2023. Besides the Taylor Swift Eras concert being epic, of course! So, I decided to get the scoop. A couple of weeks ago, I sent out a survey to hundreds of growth-stage SaaS CEOs to

At Gainsight, it’s our mission to be living proof that you can win at business while being Human-First. And we have some exciting news.  Gainsight is the winner of the annual Glassdoor Employees’ Choice Awards, a list of the Best Places to Work in 2023. And we’re positively FIRED UP about this announcement! Some of

Big announcement! An excellent way to begin the new year, we’re ecstatic to announce that Gainsight has received its ISO 27001:2013 certificate. This significant accomplishment marks yet another pivotal turning point for our business. The way this certification was completed in record time, though, is certainly even more amazing and remarkable. Gainsight’s performance meets the