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

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