5 Ways To Cut Software Costs And Integrate Your Customer Experience

This post was co-authored by Ashvin Vaidyanathan. There are typically 3 phases of the business cycle: Do more Do less Do more with less The last few months have probably felt like a roller coaster for you, going from #1 at the beginning of the year to #2 during the start of the COVID-19 crisis.

3 Reasons To Invest In Customer Success Technology Now

While we face the challenges of the new normal ushered in as a result of this pandemic—record job losses, global shelter-in-place policies, and a fractured health system—business leaders are doing everything they can to combat churn. In an economic downturn, new logos will be few and far between.  The effects are increased pressure on customer

Customer Success and Product Experience – Better Together, Now More Than Ever

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. Remote work, a rapidly shifting product roadmap,

4 Reasons Why Every Data-Driven Product Leader Should Attend Pulse Everywhere

If you haven’t already heard, Gainsight is hosting Pulse Everywhere coming up on May 13th and 14th, which will be one of the largest virtual gatherings of Product leaders currently happening. If you’re not yet registered, check out the agenda and sign up. And, if you need more convincing, here are four reasons why you

5 Reasons COVID-19 Changes SaaS Forever

via GIPHY As I’ve written about, progress normally comes at us gradually, but COVID-19 has changed that and rapidly accelerated our progress toward the future. Virtual work, on-demand delivery, and telemedicine were all catapulted forward due to this terrible tragedy. And I discussed in the previous post, it’s likely we’re going back to the old

5 Questions CFOs Should Be Asking About Churn During COVID-19

From the beginning, we’ve said that Customer Success is not just a department – it’s a company-wide priority. Over the years, we’ve discussed how CS needs to be intimately-connected to Sales, Product, Marketing, and other functions. We even wrote about how CEOs need to take more ownership of Customer Success. But one voice hasn’t been

How to Prepare Your Product for Use in Isolation

In the SaaS industry, it’s always been our job to provide flexibility and accessibility through our products. Remote work isn’t new. The products we create have fueled telecommuting ever since the inception of software-as-a-service. However, we’ve entered a time where work-from-home is more prevalent than ever and the global environment we work in is like

Product Teams: Help Your Company Navigate COVID-19 With This One Simple Process

Unless you are in one of a few select industries — video conferencing, distance learning, security or certain healthcare companies etc. — COVID-19 is likely to put a big dent in your growth.  Much worse, companies are at high risk of losing the customers they already have.  The number one imperative for every company right