Last year the world entered uncharted territory, and economists globally made predictions about whether we would have a V, L, or W-shaped recovery. In April 2020, the unemployment rate reached 14.8%, the highest rate observed since data collection began in 1948. In hindsight, looking at these stark facts, we could not have imagined that a

Our CEO, Nick Mehta, recently sat down with Harry Stebbings, UK-based venture capitalist and podcaster to discuss all things mental health. In February 2021, Harry stepped away from his role at the firm he founded Stride.VC. Today, Harry is focused on his podcast, “The Twenty Minute VC” and running his micro fund, 20VC. In This

Have you ever started a new exercise routine? As things begin to open up, people are returning to gyms, yoga classes, and exercise clubs to create a level of health they lost during the COVID-19 pandemic shutdown. Be patient with yourself. There may be a little rust on your downward dog or tree pose, and

If there’s a word in business that’s used more often than “churn,” it’s almost certainly the word “scale.” The influence and importance of scale can be both a burden and a blessing. Scaling is critical to every business, and every company begins with the idea that it can create a great product. However, when they

I can pretty vividly remember the first Pulse conference I attended back in 2013. Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.” When my friend and colleague, Anthony Kennada, pinged me about

We’ve already shared why customer visibility is crucial to improving internal customer strategy and overall customer health. Now we can take this to the next level and figure out how to automate some standard CS processes, giving your CSMs the bandwidth to be true strategic advisors to your customer base. Whether you have five customers

Every day, companies and leaders are starting a new journey of Customer Success. At Gainsight, we want to be there throughout your CS journey to help you become more customer-centric and ultimately improve your bottom line. One of the most significant CS topics that should be addressed early on is building a foundation for customer

This post was co-authored by Jake Wirfel. It’s no secret that happy customers drive better business outcomes. But how much better? Gainsight has long been a leader in understanding how critical Customer Success is to the health of SaaS companies. The latest data shows that this relationship might be stronger than ever. How to Measure

Churn, or the loss of customers, is always present in the mind of CEOs, CCOs, and investors. However, it should be on everyone’s mind as it affects the entire company. While it is very important for a company’s success, it doesn’t have to be an all-consuming fear. Churn can actually be a catalyst that turns

At Gainsight, we value our customer’s success as our success. A key part of this strategy is to build and use customer health scores, a functionality Gainsight created in its own customer success platform for all its customers. In many B2B companies, the gross retention rate and net retention rate are the key performance indicators