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

What is product-led growth, exactly? Travis Kaufman, VP of Product Growth at Gainsight, defines the buzzword and shares growth-boosting best practices. This Q&A is an excerpt from our webinar, Ask an Expert Q&A: How to Build Products That Drive Growth. Long gone are the days when sales-led or marketing-led growth reigned supreme. Now, 80% of consumers prefer

You know those moments in life where you feel like you reached the “next level” in your evolution as a human? I remember all of them vividly—moments like: The day my (now) wife agreed to go out with me The day I got accepted to college The day I got into Bill Simmons’ Mailbag Perhaps

If you’re using these old school methods, your product instrumentation is suffering. Today’s product teams have easy access to tools that help them track every user action (or lack thereof). I’ve worked in the world of tech and SaaS products for over 18 years and let me tell you, it wasn’t always that way. Automated

What is a customer? It’s a word I’ve typed so often in my job here at Gainsight I find myself accidentally typing it on autopilot half the time I type any word that starts with the letter “c.” It’s probably the most used noun on our website and blog, ahead of “outcomes” and “success.” But

Four out of five B2B companies expect to compete based on CX alone. But will they actually? For most of them, the answer is no. It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). Increased customer expectations, especially when it comes to recurring revenue, mean that B2B companies

Everyone has parts of their job that they love and parts that they loathe. The parts that energize you and the parts that drain you. As you grow in your career, you’ll also grow deeper in understanding which activities are doing what. My tank is refueled by interacting with people. My favorite part of the