According to Gainsight research, companies continue to invest in customer success (CS), and it’s obvious why: CS is an efficient growth engine for the business.  Through renewals and expansion, CS boosts the bottom line by driving Net Revenue Retention (NRR)—a critical metric for SaaS organizations. But all of that is easier said than done. Today’s

As market conditions shift, the era of growth at all costs has come to an end, and investors now have their eyes on companies that are capable of scaling efficiently.  That’s why we introduced the Durable Growth Playbook at our annual Pulse conference to arm organizations with the strategy they need to grow, despite economic

Many a classic TV show has been built around the importance of friendship. via GIPHY From Stranger Things to Brooklyn Nine-Nine to, well, Friends, we love to watch groups of friends spend time together as they celebrate the good times—and stick together during the tough times.  As Gainsight CEO Nick Mehta pointed out recently in

Back to the Future is probably the most famous and beloved time travel movie franchise ever.  The classic adventures of Marty McFly, Doc Brown, and their nemesis Biff Tannen are fun, funny, and heartwarming, and they’ve kept audiences coming back for more ever since the first film was released in 1985.  But Back to the

On the latest Mehtaphysical Musings, I talked with Jason Knight about the world of product, how it’s evolving, and how we talk about product management to those inside and outside the tech field. Knight is Director of Product at Unmind, a cultural change platform that helps people flourish at work by giving leaders expert mental

Originally published on inSided.com on September 30, 2022. When it comes to Community, there’s a common misconception that it’s best for companies who have 500 or more customers per CSM. And it can offset support cases and help with ticket deflection. But the truth is: Community or a digital strategy is of value to ANY

Three major impacts all companies should leverage. SaaS is a hefty $152 billion market, partly because tech stacks are growing. Companies use an average of 75 technologies to manage everything from business intelligence to web conferencing and gathering e-signatures. However, not all SaaS companies know how their business customers use their products, let alone how

B2B companies are scaling fast and CS executives often feel overwhelmed due to limited resources at their disposal. There’s a growing need for time optimization and load management, especially with the most valuable personas – CSMs. This CS team workload management framework should help you achieve greater success. A Day in the Life of the

This post was originally published on Entrepreneur. The software world is chock-full of models, frameworks, schemas, configs, processes, workflows, journeys, blueprints and so many other business-planning growth strategies that make every business consultant’s mouth water. And yet, the term that I seem to hear most often when it comes to strategy these days — a

This was originally published in DevOps. During a tech downturn, with enterprises cutting their subscription software budgets and VC funding drying up, SaaS businesses are increasingly shifting their strategic focus from growth to resilience. The standard startup playbook—hunker down, cut burn rate and hope the market improves before you run out of runway—isn’t the right