Gordon Ramsay is probably the most famous chef in the world. Across a seemingly endless series of TV shows, he dishes out brutally honest feedback that’s hot enough to singe your eyebrows off. But the reason his shows work is that people who can take the heat of his comments end up getting excellent advice

Every town or neighborhood has a number one restaurant. Picture a line down the block, ridiculously long wait times to get a table and flustered wait staff who just want to get you in and out as quickly as possible. Doesn’t sound like the best customer experience, does it? But it doesn’t matter, because the

By Sabina Pons, Operating Partner at Growth Molecules™ and a 2022 Top 100 CS Strategist.  In Customer Success circles, we practice the belief that when a company has the customer at the center of all that it does, customer outcomes will be achieved.  This means that the product or service that a company is providing satisfies

Customer Success (CS) teams are evolving into a primary growth driver for companies in all industries. Organizations are constantly innovating how their customer success managers operate.  Enterprise organizations are leading many of these operational innovations. They must find sophisticated, yet simple, solutions for their complex companies. And that’s why we were excited to get enterprise

It’s been two years since the last full in-person Pulse. Now, the experience is back! And we are going to celebrate. But it’s not only the excitement about the return of Pulse to the Moscone West Center, attendees, vendors, speakers, parodies, and, of course, the puppies. Gainsight wants to celebrate you! We made it through

If your customer roster is expanding more quickly than your Customer Success team, you’ve likely felt the pressure to keep every client engaged and satisfied. You can’t simply multiply your CSMs, and increasing headcount isn’t always feasible. So, how do you ensure all customers feel supported as your business grows? The answer lies in building

Originally published on inSided.com on June 2, 2022. Digital Customer Success is for everyone. This is the message that has echoed across LinkedIn and in the wider CS community for some time. We caught up with Brian LaFaille, former Global Head of Customer Success Strategic Programs at Looker, to get his take on segmentation and

Artificial intelligence (AI) seems to be everywhere these days. From Siri and Alexa to TikTok’s For You page, AI is having a huge impact on how people interact with technology. And most of that impact is being driven by machine learning, the most important and popular subfield within AI. So whether your data set is

According to Bill Thrash, SVP of Customer Success at Critical Start, customer success has grown from a niche practice to a culture driver in organizations. Critical to that culture, and the effectiveness of customer success, is the CS team’s relationship with sales. For SaaS-modeled businesses, sales and customer success have become two things organizations can’t

Nothing is more difficult than figuring out what people want. Not just with the big, life-changing technologies people want. If you’ve ever been stuck in the endless loop of “What do you want for dinner?” “I don’t care, you choose,” you know that every decision that gets made is a tiny miracle.  Inevitably, decisions create