The power of AI rests in data. If you’ve done any research on AI solutions, you’ve likely run into the phrase, “garbage in, garbage out.” The core of that message is true: All companies should strive towards clean, accurate, and organized data. But, no company will have perfect data maintenance, especially for a tool they
The foundation of success for today’s businesses? Existing customers. While new customers will always be important, the rising cost of acquisition means organizations are relying on existing customers to drive growth. Specifically for B2B SaaS companies, the average customer acquisition cost (CAC) is 76% higher for new customers than it is for expansion business. According
As International Women’s History Month comes to a close, it’s a fitting moment to celebrate the powerful intersection of women in leadership and customer success. Gainsight recently launched Season 2 of our Women in Customer Success Power Up Masterclasses in partnership with Women in Customer Success. The latest session, Revenue-Driven CS: Proving ROI & Driving
For many of us, our introduction—and most of our understanding—of AI came from media. Whether AI found us through movies, cartoons, or books, it wasn’t a part of our everyday lives. And we weren’t positive it ever would be. Today, AI tools are everywhere. AI voice agents are on our phones, generative AI summarizes our
Chief Revenue Officers (CROs) who fail to leverage Customer Success (CS) as a revenue engine are potentially leaving millions on the table. In 2025 (and beyond), growth will come from existing customers—not endless new acquisitions. In the midst of economic uncertainty, purchase decisions move slower. Resources are reserved for tools and tactics proven to move
Managing a thriving online community isn’t like popping a frozen dinner in the microwave—launch it, walk away, and return to perfection. Too many businesses assume that once their community goes live, it’ll magically keep humming along without active effort. But in reality, communities are less “set it and forget it” and more like cooking a
At Gainsight, our purpose is to be living proof that you can win at business while being Human-First. That’s why Diversity, Equity, and Inclusion (DEI) remains a top priority going into 2025. For Black History Month, we’d like to take the opportunity to shine a spotlight on some of our friends in the Customer Success
Navigating the world of Customer Success can feel like learning a new language. Acronyms and terminology are everywhere, and understanding them is the first step toward leading effective, customer-centric strategies, especially when Gallup research finds that fully engaged customers deliver a 23% premium in profitability and revenue. Customer Success has evolved from a nice-to-have to
“There is no such thing as a dumb question.” I disagree. Take this question I asked a customer in a CS kickoff call: “Can you walk me through the business outcomes you hope to achieve with our product?” Or worse: “Just confirming, did you buy the standard or … the premium package?” I wasn’t incompetent.
The moment you hit send on an NPS survey can make or break your response rates—sometimes by a lot more than you’d guess. You spend time crafting the perfect question, but if your timing is off, even your most loyal customers may skip it. So, what is the best time to send NPS survey requests