Guess what? You can talk to your users in-product without sacrificing the customer experience. Like a broken record, you’ve probably heard over and over that the business world is changing. Subscriptions have overtaken traditional models. Customers have more options, therefore more power. The way we run business requires new functions and new tools. As we adjust

Acting has the Oscars, music has the Grammys, science and literature have the Nobel Prize. Now customer success has its own prestigious award! This year at our annual Pulse conference, Gainsight launched the Pulse Impact Awards. We wanted to save a spot on the biggest stage in customer success to honor teams that made an

Middle school. Whose idea was it to put 12 and 13-year-olds in a new school with new social structures and new challenges while they’re basically getting new bodies all at the same time? Did anyone like middle school? Okay, I know some people did. My wife for example—she’s been a beacon of happiness throughout her life.

Gainsight’s newest book, The Customer Success Economy, builds on the success of Gainsight’s first volume, Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue, released in 2016. Just four years later, it’s become required reading for thousands of recurring revenue businesses around the world. And Customer Success has evolved into a philosophy

When it rains, it pours—products and features, that is! In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. In fact, with a product team that’s over 200 people strong,

As a COO, I’m always trying to figure out get a ton of things done in a short amount of time. I’m constantly thinking about how to do more with less. The danger for someone like me is that when you give them technology, the standard for what counts as “efficient” dramatically increases. Here’s what

I want to talk about “virtue signaling.” In case you haven’t heard that term, it’s generally meant as a criticism of public displays of morality for self-flattering or self-aggrandizing motives. Some might call it “conspicuous wokeness,” and usually they’re talking about businesses and brands when they do. It’s tough, because I totally understand the impulse

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy Provide high-level instructions for executing the strategy Serve as a starting

Originally published on inSided.com on May 9, 2019. Let’s be clear, both customer service and customer experience are integral to business success, whether it be in B2B or B2C companies. As customer demands both evolve and increase, so too do the ways they must be handled. Scaling businesses without adequately ramping up customer support not

Evaluating software is tough. I’ve gone through the process more times than I can count. In the era of the subscription economy, there are tons of choices in every category and they all claim to be the best—so how do you decide? The only advice I can give is: read the reviews, read the comparisons,