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
A single strand of rope can get the job done, but a triple-stranded rope is practically unbreakable. That is how you should think about complementary platforms and tools for your business. As stand-alone solutions, they are necessary. Together they can improve your processes, practices, gain insight into your customers, and scale your company. Now consider
One of the biggest—and most encouraging—trends we’ve seen over the past 18 months is that companies are no longer lavishing their customer success investments only on their highest-roller enterprise customers. More and more businesses are realizing that taking care of all of their customers reaps huge dividends. But doing that at scale isn’t for the
Originally published on inSided.com on February 28, 2022. Welcome to another week of Burn the Churn! This week, we’re starting a new phase of our Customer Health Challenge: endurance. We’ve been building up to this moment, setting our foundation and focusing on our core muscles. Now, it’s time to build our stamina and implement these tips