Customer Success Platforms (CSPs) can be a game-changer—or a total headache. For small companies, they often turn into expensive shelfware, bogging teams down before they’re ready. For larger businesses managing hundreds of accounts, they’re indispensable. So when’s the right time to invest in a CSP? That’s exactly why we acquired Staircase AI. Too many companies

Customer retention is won or lost in little moments throughout the customer journey. The details set the tone for how quarterly and executive business reviews will go, the way customers communicate to your team, and all the other important markers of a happy customer. One of the most impactful ways to impress your customers, and

AI has become an inextricable part of our daily lives, and the Customer Success (CS) industry is no exception. However, valid security concerns cropped up almost immediately about the use of Gen AI platforms during their development. In our April 2024 report, The State of AI in CS,  we found that data privacy concerns were

Happy Community Manager Appreciation Day! Today, we’re taking a moment to celebrate the incredible work of Community Managers, who play an essential role in building strong relationships with customers and fostering engagement strategies. Their efforts not only enhance customer experiences, but also drive business outcomes in powerful ways. At Gainsight, we believe in recognizing and

Gainsight recently announced that we were named a Leader in the first-ever Gartner® Magic Quadrant™ for Customer Success Management Platforms; Gainsight was positioned highest on the Ability to Execute axis and furthest on the Completeness of Vision axis. But before we talk about why we believe the Gartner recognition is such an iconic moment for

Every year, the value of Customer Success (CS) grows and not just in our hearts (although that does happen). Companies across EMEA prove year after year that they recognize the business value of CS by investing more resources and expanding CS team responsibilities. We surveyed companies across industries for the CS Index 2024. The following trends

In today’s subscription economy, retention, loyalty, and growth all depend on how customers feel about doing business with you, and those feelings show up in the numbers. With so many potential metrics to choose from, it’s easy to get lost in the noise. Which ones predict churn? Which connect directly to revenue? And how do

Today’s customer expects a level of response from companies that most of us find unattainable. Case in point: According to Business Dasher, 46% of customers expect companies to respond within four hours of their support request. What’s more, 12% of customers expect a response within 15 minutes. Unfortunately, many companies are missing the boat, the

Customer Success (CS) is no longer just a department—it’s a company-wide growth strategy that drives retention, efficiency, and revenue. Gainsight’s latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025. While our robot overlords aren’t taking our jobs anytime soon, the report found that AI

CFOs scrutinizing the tech stack are quick to question redundancies. When they see email communication capabilities in both your Marketing Automation Platform (MAP) and Customer Success Platform (CSP), they’re bound to ask, “Why do we need both?” It’s a valid question—but the answer lies in understanding and reconciling the distinct roles each tool plays in