This post was co-authored by Lisa Ashcraft. In 2018, the average company spent $343,000 on SaaS. In this same report, it was also determined that the average business employee uses eight different SaaS tools to do their daily operations. Who are the people that most directly make these systems work every day to drive our businesses?

I love playing professional matchmaker. It’s my favorite part of business. I’m sure if I were born 100 years ago in my family’s native home of Gujarat, India, I would be the annoying uncle always trying to set people up in relationships. But my modern, software company version of that urge manifests in helping link

Customer success has taken the business world by storm, and not just in tech and SaaS. CSM is one of the fastest growing jobs worldwide across industries and geographies. Check out this State of Customer Success report based on LinkedIn data—you’ll see it’s a good time to be in customer success. As a company, Gainsight’s

Every meeting I have with leaders about customer success starts pretty much the same: “Nick, before we get started, I want to let you know that our business is a little different from most typical companies.” The myth of the unique business model Maybe you’ve heard this from your clients and partners as well. And

The business-to-business (B2B) industry has recently undergone a massive evolution. In the past, a small number of behemoths dominated the market, but today, innovative brands of all sizes are competing in this large and dynamic marketplace. In order to stand out from the rest, B2B companies have to earn customer loyalty and constantly improve their business solutions

Originally published on inSided.com on September 25, 2019. Great customer support is an essential element of success for every B2B organisation. Any support query coming in is about more than the one-off effect of solving a customer’s problem. In truth, it’s actually about creating (and maintaining) long-lasting relationships between you and your customers. It makes

This is a blog about how to create a strategy for dealing with sponsor change. But because it’s me, I want to first talk a bit about quantum mechanics and causal determinism. Feel free to skip down for the business tactics, but if you’re interested, read on! Data, determinism, and demons In his 1814 Philosophical

We recently had the opportunity to join Gainsight for a webinar about Finding Friction in Your User Journey and How to Fix It. One of the key aspects of fixing user friction is understanding how to prioritize that work along with things like new feature development. At FullStory, we’ve landed on a successful process for

The new year is right around the corner, which means time is running out to get your budget in order. Customer growth is the goal of every business, but budgeting for a growth-driven strategy in 2020 is as difficult as ever. Customer growth is constantly evolving as new advancements in technology are made. This means

Originally published on inSided.com on September 18, 2019. A couple of weeks ago we posted a blog on 3 reasons why online communities are vital for effective Customer Success. Well, if that was the why, this the how. You want your users to get the most out of your product while being happy customers and true advocates, right? Our aim is