Users today, whether on the go or working remotely, exist on various platforms and devices— web-apps, desktop, and especially mobile phones. Multiple platforms and devices can be a huge pain point for SaaS companies to deliver a unified experience. For example, what if your interoffice messaging system doesn’t transfer to mobile? What about other questions
People may not understand the use of “combat,” but we are in a precarious situation and time where many companies are fighting for their business life. In 2019, there were many thought leaders and evidence that the economy was shifting to the customer. With an inundation of products and services as subscriptions to choose from,
“The customer is always right.” This phrase was popularized by retailers Harry Gordon Selfridge, John Wanamaker, and Marshall Field. These men learned early in their careers that their stores’ success depended on their customers’ happiness. They advocated that customer complaints be handled remarkably so that customers do not feel cheated or deceived. “Le client n’a
My brother-in-law has taken on a memorable role in family birthdays. No matter who is celebrating—from toddler to grandparent—and no matter what time of day—from morning breakfast to late at night in a bar—he always remembers to ask his patented question: “What did you learn this year?” Most years, we attempt to avert the awkwardly-philosophical
This past weekend I took the time to start (re)reading the book that Ashvin and Ruben wrote last year. One concept that was brought up by JB Wood was about Consumption Gap. What is the consumption gap (as it relates to Customer Success)? If your end customers can’t figure out how to use your product
Does RETENTION have your attention? Businesses in most fields or industries are interested in retention, primarily due to the current economic climate. Companies realize that no matter how much new logo business flows in at the top of the funnel, there will never be enough to sustain real growth. Why? Without retention, you have a
Growth teams manage reducing churn and improving retention. To solve this, they may allocate budget on win-back campaigns or promotions with the hope of luring customers back. These campaigns often yield low engagement and conversion rates because the customer experience leading up to churn is more lasting than a price discount, especially after a poor
“Companies were planning for months and years to do their digital transformation. It happened overnight” – Dr. Christopher Ahlberg, CEO and Co-Founder, Recorded Future. Since the pandemic has shifted work and school to more home based activities, time spent on the internet, even for recreational activity or daily tasks like shopping, has soared. In fact,
Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. Our Chief Customer Officer, Ashvin Vaidyanathan, talks to customer success trailblazer Garin Landry in this conversation. Garin is the Insight Strategy Manager for Customer Operations and Strategy at Planview, a global leader in work and resource management (WRM). Planview, a company with a strong track
Why is it that companies cannot create a great customer experience at scale? One of the reasons Gainsight has found is the influx of too many users without the right internal resources. At the enterprise level, especially in the B2C companies, they have thousands, if not millions, of customers. Increases are apparent in 2020 with