In today’s data-driven age, businesses can’t afford to make decisions based on gut instinct. For this reason, the best organizations measure a number of metrics—including Net Promoter Score (NPS), churn rates, and customer acquisition costs—to determine how healthy their businesses are. If you’re looking to build a stronger, more resilient business, one such metric you
When you’re on the hunt for the perfect position, job descriptions often seem too good to be true: Unlimited PTO! Game nights with the C-suite! Family-friendly schedules! And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid
In the 2021 season of The Game Changer Podcasts, Gainsight’s Adam Joseph, Regional Vice President-EMEA, pulled out all the stops for his listeners. The season’s guests were a global group with a passion for all things CS. Adam returned to the fundamentals of customer success, from getting started in the profession, to forging a CS
The Customer Success space is relatively new to the business world and has been evolving fast over the last decade. Following the Customer-Centric revolution, there is no doubt that the customer unit is getting much more attention than it used to before, and therefore CS is blooming. Let’s take a closer look into what happened
User onboarding is piling extra pressure on product leaders’ and managers’ shoulders. And it’s a massive responsibility. According to thinkJar research, nearly 70% of customer churn could be stopped if issues were resolved during the initial engagement. But there are onboarding traps that ambush product leaders as they work to perfect this critical stage of
In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing. And based
Product release events come with a special kind of excitement, and today is no different. Our Evolve event proved once again that developing bold features with better results in mind is exactly what keeps Gainsight customers inspired to reach their biggest goals. When we thought about the most important idea we wanted to leave people
Looking back, I’ve always been a builder. It started back in the 1980’s, where I spent every afternoon and weekend hanging around my parents’ interior design store in McKinney, Texas. It was my first true taste of entrepreneurship – of building something from the ground up and putting everything you had into making it a
Over the past few years, we’ve been keeping our eye on an incredibly positive trend in the most successful companies: closer, more collaborative relationships between Customer Success and Product teams. At Gainsight, we believe it’s vital for these teams to partner— we always have, always will. And now, we’re seeing more and more companies recognize
In 2020, Gainsight’s Adam Joseph, Regional Vice President EMEA, recorded a series called The GameChanger Podcast. Adam was joined by several guests from all over the world and all professions, from entry-level CS to CEOs. They discussed the fundamentals of customer success, from workflows and processes to startups and enterprise business. But as the COVID-19