During times of economic uncertainty, the secret to survival is to double down on your customers. That doesn’t mean just more time with Customer Success (CS) or building great products to meet customer demands. It also means delivering positive product experiences and overall exceptional customer experiences.  At Gainsight, we’ve seen firsthand that the most successful

In his memoir, Charlie Beckwith, the founder of the US Army’s Elite Delta Force, stated that risk is inherent to any job worth doing. What separates the elite operators is their thorough preparation or the ‘practiced plan’ for the foreseen risk and their ability to adapt to unforeseen risks. He essentially explained the old army

If there’s one thing every customer success (CS) leader is talking about these days, it’s digital customer success.  The notion of having to scale or be more efficient with resources by leveraging digital channels and programs is one that excites any customer organization, big or small. Yet, there are so many possibilities that it’s hard

This article was authored by Sheryl Estrada, Senior Reporter at Fortune, and originally published in Fortune CFO Daily.  Employee burnout is real and can be heightened by inefficient work processes. And since hiring and retaining talent remains a top concern for CFOs, some are working toward curbing the stress levels of their team members—by also curbing daily video meetings.

You work hard to build trust and deliver value at every stage of the customer journey. Your day-to-day stakeholders see and appreciate your impact. Don’t let that recognition stop at the operational level. An Executive Business Review (EBR) gives you access to strategic priorities and long-term goals that go beyond routine check-ins. These conversations connect

This article was originally published in CIO.  It’s said that every company is now, at least partly, a software company, which is undoubtedly changing the IT landscape. As a result, Product Managers (PMs) have more opportunities and are more important than ever. Yet it’s often wondered, by everyone from the Chief Information Officer to the

Customer Success (CS) leadership roles can be hard to define. If you interviewed 100 SaaS CEOs about what’s in and out of scope for a Chief Customer Officer (CCO), chances are you’d get 200 answers. As an emergent position in a highly competitive industry, jumping into a leadership role can be intimidating. Thankfully, there are

This article was originally published in Entrepreneur.  Good news seems to be a scarce commodity for most SaaS companies these days. Publicly traded stalwarts have seen their share prices plummet significantly from where they were a year ago. The tech-heavy Nasdaq is down more than 30% already this year. High-growth startups are seeing their funding and valuations dip as profitability replaces

With Pulse Europe 2022 in the rearview mirror (we can’t believe it either!), it’s time to reflect on our top moments from the conference. Robin van Lieshout, founder of inSided, and I are already reminiscing about customer conversations and micro piglets, digital-led strategy and Dutch clogs. London’s weather held up and despite the Tube strikes,

There is increased pressure on tech buyers to make sure there is a clear need, quick value, and obvious ROI for any software purchase. This pressure is true if you’re in Marketing or Sales, but even more so if you’re in Customer Success. There are a lot of reasons buying CS technology has unique considerations.