In an industry where communication is critical, how do you make sure the right message reaches the right patients, providers, and non-clinical staff? Over the past few weeks, you’ve probably been reminded of every email subscription list you’ve ever signed up for. Your inbox number ticking higher and higher as COVID-19 (a.k.a. coronavirus) became part

If you’ve been following customer success blogs recently, a lot has been said and written about how to communicate better and consistently in times of crisis like the one we’re all going through. In these uncertain times, companies (rightly so!) are keeping close tabs on their expenses and cash. Based on research done by Gainsight as well

With the global shift to remote work, our customers have experienced a 50% increase in Monthly Active Users. All of us are spending more time in our day-to-day products in an effort to stay connected and collaborate with coworkers. We’ve never faced something like COVID-19 on a global scale such as this. It’s pushing us

To our Customer Success and Product professionals in HealthIT and Healthcare communities, we’re so thankful for everything you are doing to keep us all informed, healthy, and safe. We’ve heard from our partners in telehealth, digital health, connected medical devices, and electronic medical records (EMRs) that the inflow of new customers, users, patients, and product

This post was co-authored by Ashvin Vaidyanathan. Investor Gavin Baker wrote a terrific blog where he shared his thoughts about recurring revenue. In short, you can’t take it for granted that your recurring revenue will, in fact, recur. 5) There is no such thing as truly “recurring” revenue. Some revenue is just more recurring than others.

The COVID-19 pandemic is fundamentally changing how we practice and experience healthcare in the United States and digital health platforms, like yours, are at the heart of this transformation. Because of you, patients today have access to care at their fingertips. Adoption of telemedicine platforms like American Well and TytoCare bring healthcare directly into our

If you’re like me, you probably feel like the world we live in is completely different from what it was even just a few weeks ago. Companies, as well as their employees, are learning to adapt to the new normal of working from home, the economic fallout from the crisis, the business impact to their

It’s times like these that really put what’s important into perspective. Nick recently wrote a great post detailing five major reasons why customer success, and its impact on retention, is existential for businesses during a downturn. To paraphrase, being there for your customers when they need you most will enable you to keep and grow their business

Your CSM team is on the front line every day keeping your customers successful. They wear a multitude of hats to keep the business thriving. From strategists, to cheerleaders to therapists, they help your customers drive outcomes to support retention and growth. During times like this, these high-touch, client-facing roles are under unprecedented amounts of

Do you remember New Year’s Eve? I do. I’m talking about New Year’s Eve—this year. 2020. The start of a new decade. The twenties. At least now we just say “the twenties”. The “aughts” and the “teens” didn’t exactly roll off the tongue. When you look back at January 1, 2020—the hopes, the dreams, the resolutions—it