This article originally appeared in Forbes. Until recently, digital-led customer success was generally regarded as a younger, less attractive sibling of human-led customer success (CS). Often, digital CS was adopted as either an afterthought or as a segmentation strategy targeting client groups too small to be cost-effectively served with higher-touch, human-driven CS models. As a

With an education-packed two days of Pulse, it may be hard to narrow down your list of which sessions to attend. We might be biased, but here are five reasons why we think you won’t want to miss the community track this year. It’s the first year with a HUGE community emphasis and an impressive

Efficient scale is a must-have when it comes to creating durable growth in your Saas-modeled business. Customer success is fuel to create that efficiency, and can be the key driver of your modern growth engine. But, it doesn’t just happen. You need to have the right CS strategy, plan and systematically work priority by priority

As the tech market enters a new phase, organizations are determining what’s important during the downturn—and what’s important to their customers.  SaaS companies in particular are asking themselves how to prevent churn and keep their customers happy. But, as Gainsight CEO Nick Mehta recently commented, it’s not always about customer happiness, but stickiness. “Stickiness is

Leading customer success (CS) organizations use data to drive strategies and tactics that help customers achieve their desired outcomes and, ultimately, renew or expand their subscription.  I know what you’re thinking—using data to drive business outcomes, what a novel concept.  But setting the sarcasm aside, there is a big difference between talking about data-driven customer

What do Suicide Squad, Sex and the City, and Bad Boys II all have in common? They were blockbuster movies that made hundreds of millions of dollars—all while being panned by the critics. Which goes to show you that while reviews are important, at the end of the day, actions can speak louder than words. 

Every year, the Emmy Awards announce their long list of nominations, and all over Hollywood (and the world) TV lovers spend hours perusing all the potential winners. The reason they spend so much time is that there are so many TV shows out there, and it’s hard to make sense of them all. But that’s

Product Led Growth (PLG) is the phrase on every SaaS leader’s lips and each Product pro’s mind right now. Even Gainsight’s CEO, Nick Mehta, has been speaking with fellow leaders to discuss insights on how to increase the impact of PLG on Net Retention Revenue (NRR).  If you’re looking to understand PLG and how to

Every organization – regardless of size, industry or type of product – experiences challenges when developing and optimizing their customer strategy. Whether you are just building the foundation of your customer success team or are looking for ways to scale and drive growth, there are obstacles that require the full support of your organization to

This post originally appeared in B2B News Network.  The economic headwinds buffeting the U.S. are already reaping significant damage on SaaS companies around the world. From public stock prices to private valuations, overfunded and overspent SaaS companies are proving to be some of the most vulnerable and hardest-hit by high inflation, rising interest rates, and