By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. While tech companies witnessed unprecedented growth over the past couple of years, 2023 is a whole new game. Everything from how we serve

Technology can be a force multiplier when it comes to helping people and businesses perform at higher levels. However, whether you’re adding capabilities or eliminating extra steps in a process, technology always brings about some sort of change. A big reason for this is the application of technology usually brings about changes to business processes.

Peanut butter and jelly, chips and salsa, cookies and cream, some combinations are meant for one another. And although these perfect pairings can be consumed on their own, we can all agree that they are better together. Just like these famous food duos, CS individuals should see how the recipe for customer excellence is a

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