I’m reading this fabulous book right now that is perfect for anyone making important decisions—The Book of Why. The author, Judea Pearl, subtitled the work as “The New Science of Cause and Effect,” and the “new” part is what caught my eye. In the introduction, Pearl shares how the distinction between causation and correlation—and the

It’s a dark, stormy night. You’re sitting at your computer. The lights flicker as you click open your reports and there you see it; the silent killer. Churn. Churn is what folks in the subscription economy community call the percentage of customers that leave after subscribing to your product. Churn is one of the most

We know you have questions about Gainsight’s acquisition of Aptrinsic. We tried to answer all the questions we anticipate will be common, but we’d love to field any specific inquiries you might have. If you don’t know who to contact, just email us at info@gainsight.com. First, why not take a look at this video—you can

If you take a look at my LinkedIn page (and scroll way, way down), you’ll see exactly where my career took a left turn. (No, not Chipshot.com—you scrolled too far!) I started my professional career as a product manager.  Well, I tried to start my career by doing a Master’s in Computer Science in college, which taught

Today we announced that Gainsight is acquiring Aptrinsic. I couldn’t be more excited to start working closely with Aptrinsic’s CEO and co-founder Mickey Alon. I’ve come to respect Mickey deeply as a thought leader, and his vision for how to help his customers is very aligned with ours. In this post I’ll share the “why”

All over the world, companies are using data science to cultivate a healthy customer base. However, there are still a lot of questions surrounding this technological advancement. Let’s go on a quick journey to explore three major components of a holistic data science strategy and how these can improve your Customer Success strategies. The Limit

Humans are a resourceful species. But sometimes in an effort to save time and conserve resources, we end up expending more. It’s the age-old software evaluation question: Do we build in-house or buy an existing platform? Each side has their pros and cons, but they’re irrelevant if you don’t think long-term. What may seem like

From the time I was little, my dad shared stories with my brother and me about heroes. There was a story about how the Wright Brothers, two little-known bicycle mechanics who worked tirelessly on their flight experiments for years, were greeted in France by unfamiliar praise from crowds of admirers of their innovation. There was

I cringe every time I’m in a conversation with a Sales leader talking about Customer Success and they make the familiar reference to our outbound Sales team as “Hunters” and the CS team as “Farmers.” If you can relate, this post is for you! It’s time to scrap this notion of “hunting” and “farming” as

This blog post is based on questions and answers showcased in our webinar, How to Budget for Customer Success: 2019. Does a straw have one hole or two? Why doesn’t Tarzan have a beard? How do I compensate my CSMs? It’s questions like these that keep the world up at night. While the two former