One hundred slides? A round-robin discussion of our lowest lows? “Sign us up!” said no employee ever. Review time doesn’t have to be dreaded for the customer success team. After all, internal quarterly business reviews (QBRs) can contain helpful information in those slides. They offer benchmarking data, focus on KPIs, and steer priorities for the
Every year in March, America becomes obsessed with the NCAA college basketball tournament. For many college teams and their fans, simply making it into the tournament is considered a success. They are just happy to be there. Similarly, many enterprise organizations feel a sense of accomplishment once they have established a customer success team. And
This post originally appeared in Chief Executive. In case you missed the news—or haven’t visited a grocery store in a long time—prices are going up. Whether you’re looking for a house, a handbag, a used Honda or a ham sandwich, everything is much more expensive. According to this week’s reporting from the Bureau of Labor
Over the past several years, Gainsight has turned to the field of information and statistical reporting to aid in traversing change and building out new paths. One of the leaders in research, advisory, and consulting is Forrester. Their unique insights stem from hundreds of thousands of surveys with respondents who are consumers, heads of business,
Every year Gainsight loves to give our customers and community the best of what we have for resources, including events, webinars, articles, ebooks, and more. As the thought leader in the field of Customer Success, we want you to have all the information and insights you need to stay current with the best practices, newest
2022 has already been quite the year. Since 2021, we have seen more product-led hypergrowth than in years past. According to an October 2021 Wired Magazine article titled “Earth’s Unicorn Population Is Exploding,” it was revealed that a record-breaking 264 companies were hitting “unicorn” status in the US, with VC investment hitting $240 billion. In
If you want to improve your customer’s experience, you have to crawl into their skin and see what they see. That’s what the best product analytics will let you do. They peel back the user’s experience, so you can understand what they’re going through and tweak your product to enhance their experience. Unfortunately, many SaaS
When it comes to travel, they say half the fun is getting there—though it usually depends on which airline you take! Similarly, establishing customer success (CS) at the enterprise level can be quite an exhilarating journey, both challenging and rewarding. The question is, what do you do once you are “there”? Is it enough to
As SaaS companies grow, it’s only natural for them to consider a multi-product strategy. New products give companies the means to find new opportunities to meet new customer needs and address new markets. But how does having multiple products affect customer success (CS)? It is certainly true that having additional products creates more complexity for
By Evan Williams, Customer Success Advisor, Growth Molecules. One of the most powerful tools in a Customer Success (CS) leaders’ arsenal is a data-driven 360 view of a customer scorecard. To truly understand where a customer is on their journey, and to be able to proactively identify risk, as well as opportunities for growth and