If a customer asked, “What happens next?” would every team give the same answer? After the demo. After the contract. After onboarding. After the first login. In many SaaS companies, each team owns a piece of that story. Marketing owns awareness. Sales owns purchase. Customer Success owns onboarding and renewal. Product owns adoption. Community and

Add built-in scheduling. Add widgets. Make the home screen customizable. Add more views. More analytics. Offline capabilities. Make it purple. Make it integrate with Zapier. Make it take screenshots, store PDFs, and send notes to your grandma on her birthday.  To be sure, Product Managers spend a lot of time deciding which features need to

This post was originally published on CSMWire. According to Merriam-Webster, squishy refers to something that is “soft, yielding, and usually damp,” which perfectly describes my dog’s chew toys after a few minutes of play. Within the world of customer experience (CX) and customer success (CS), however, I use the term squishy to describe a team

This post was originally published on Dice. During uncertain times, businesses have a common playbook. First, they implement a hiring freeze, then they go looking for other ways to cut costs and boost efficiency in order to survive. But there’s another potential path forward: product-led growth (PLG), which enables SaaS companies to efficiently chart a

Just before Pulse, I shared my (slightly biased) opinion on why Pulse is the Best SaaS Event of the Year. And our time together at the Moscone Center proved that again ten times over. We laughed together. We suffered through far too many of my dad jokes and Taylor Swift references. We celebrated all the

We knew walking into the Moscone Center, before the crowds arrived, that Pulse 2022 would be special. Maybe it was the fact that we were all finally back together in one place. Or maybe it was the fact that new colleagues and collaborators from Community and Product were joining us this year. Whatever it was,

Pulse 2022 may be over, but the impact is just beginning. This year, for the first time ever, the focus of the event expanded beyond customer success to include speakers, sessions, and attendees from product and community. The result was exactly as we suspected, that together, we are unstoppable.  If you weren’t able to attend

Wonder how your company’s Product-led Growth compares? In partnership with RevOps Squared, Gainsight has released the Product-Led Growth 2022 Index Report – see how your PLG stacks up.

What is the world record for number of high fives given over a 48-hour period? Whatever it is, we’re pretty sure we beat it at Pulse 2022.  From the opening keynote to the closing dance party, every minute of the conference was filled with engaging conversations, inspiring ideas, and more than a few incredible pairs

After a whirlwind two days, Pulse 2022 has come to a close. The entire 48 hours were packed with strategic learnings, new connections, and plenty of shared memories. But we couldn’t officially say goodbye without a reminder of why we strive to make Pulse the biggest event for Customer, Product, and Community:  To prove that