This article was originally published on All Business. I’ve always longed for an archnemesis. I know that may sound strange, but I’ve seen enough superhero movies to know that every great hero needs an antihero. We all know that Superman isn’t anything without Lex Luthor, and that Batman can’t quit the Joker. Somehow, I got

The countdown is on and we’re pumped about Pulse Europe 2022—live, in person, and in London. It is a celebration of all things related to Customer Success, Product Experience, and Community. But most importantly, it’s a celebration of the Pulse Community, a special group of people who are unstoppable together. We’d love to have you

Stay focused on your mission and realize durable growth with product analytics Multi-product companies have a lot going for them. They’re dynamic organizations that increase their addressable market with every new product offering. And the more they expand, the more use cases, products, and people come under their umbrellas.  But with opportunities come new challenges.

We all know the catchphrase: Keep calm and carry on. It’s so ubiquitous, it’s almost a cliche, appearing on t-shirts, coffee mugs, and posters everywhere. But you know what? It happens to be very good advice, especially when times get tough.  For those of us in the SaaS space, 2022 has certainly been one of

“What is ROI? How do you measure it? Is it different for every customer?” These are just a few of the questions that customer success (CS) experts explored in a recent episode of CS Essentials by Gainsight: Talking About ROI, a Success League Radio production. The podcast is hosted by Kristen Hayer, Founder and CEO

The state of the SaaS market right now is stress-testing the growth strategies of all kinds of SaaS companies.   But the companies that are prepared to weather any market conditions are the ones poised to become unstoppable. To help you do that, we created the SaaS Durable Growth Kit for Customer Success, a collection

This story originally appeared in DestinationCRM. The practice of customer success (CS) has evolved rapidly over the past decade. It’s no longer about just playing defense to keep your existing customers satisfied. Today’s CS orgs play a key role in creating additional revenue through upsells and expansion, especially at SaaS companies. This is a huge

As the technology market enters a new phase, SaaS leaders face a challenge: how to grow their businesses efficiently. The answer? A well-oiled customer success (CS) machine that drives Net Revenue Retention (NRR).  SaaS organizations must align their teams around customer outcomes, and scale their CS team’s efforts with the utmost efficiency. To do this,

For companies who are just getting started, or who are early in their customer success journey, a common challenge is alignment. Specifically, alignment becomes challenging in multiple ways, such as:  Rallying everyone in an organization around what the value of customer success will be for the organization.  Creating the understanding that customer success is not

If you’ve ever watched the show Ted Lasso, you’ve noticed that it is in many ways a tale of two coaches: Ted Lasso and Coach Beard.  Ted is emotionally intelligent and people-focused, getting the most out of his players. Coach Beard is focused on data and results, using his expertise in the game to push