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

Your team has been working around-the-clock to build a game-changing new feature. As a product leader, it’s up to you to successfully launch that new feature, get it in the hands of users and drive product adoption. So, the million-dollar question here is … how? The key is a carefully crafted feature launch plan. Here

Every year, Gainsight holds its annual conference, Pulse. It’s THE must-attend event for anybody interested in creating customer-centric experiences that drive business growth. Whether you’re in customer success, product, or an executive, you’ll find content and a strong community at Pulse. At Gainsight’s Pulse Everywhere 2021, I had the opportunity to bring my event planning

Have you ever felt invisible standing in a room full of people, wondering if anyone notices you? Some want to blend into the background while others want to stand out, but at the end of the day, everyone wants to matter. It is no different for a customer. From enterprise to smaller organizations, customers want