“What’s in a name? That which we call a rose by any other name would smell as sweet.” – William Shakespeare, Romeo and Juliet (II, ii, 1-2) “If names be not correct, language is not in accordance with the truth of things. If language be not in accordance with the truth of things, affairs cannot

This is Part Two of a series on evaluating Customer Success solutions. If you haven’t read Part One, “Settling for a ‘Good Enough’ Customer Success Solution Will Cost You,” check it out here. In our last post, we discussed the risks of settling for a “good enough” Customer Success software solution. Moral of the story:

GDPR-mageddon is behind us, but it’s still an ongoing challenge for IT teams at global companies to manage all the different security and privacy standards for each of their customers and stakeholders. As we transition from implementation mode to operational mode with the European Union’s General Data Protection Regulation (GDPR), the question of how to

Everyone wants to love their job. No one grows up dreaming of a job that makes them miserable. The catch is that there is no clear recipe to a work environment that is both successful and fun. Very few companies are able to define healthy values. And even fewer leverage both employee success and happiness.

Supporting your product is a cost center. It’s just one of the necessary facts of doing business—you have to pay to play, right? But what if your Support team could be a revenue engine instead? During our most recent Pulse event, I had the pleasure of speaking in detail about the “Support Experience” and how to

In the world of Technical Support, there are a million ways to approach the core mission. I’ve seen departments structured in so many different ways, and the customer experience can also be quite different depending on the product. One question I get asked all the time is, “What is Premier Support and why do I

To watch PulseCheck 2018 or not to watch? That is the question. We make an average of 35,000 decisions per day. Blue jeans or black? Highway or side streets? Salad or stuffed crust pizza? These can end up putting a lot of pressure on you (and your poor brain). Fortunately, this flowchart will take one

Funnel analysis helps determine the point in which users are dropping off of a series of events that leads towards a defined goal. An example goal for an enterprise application could be when the administrator completes the setup of a required integration. Aptrinsic is now Gainsight PX! Gainsight PX helps your team deliver superior product

A cohort retention analysis is a helpful tool for product teams to understand how many of their users return to their product and after what period of time. Aptrinsic is now Gainsight PX! Gainsight PX helps your team deliver superior product experiences while Gainsight’s customer success platform helps to ensure customers are receiving business value

If you think you’re saving money by buying a “good enough” Customer Success solution, think again. Buying a Customer Success solution is a lot like buying art supplies. When you’re starting out, the $1 paints seems like a smarter choice than the $3 paints. You might think, “It’s cheaper and I’m new to this ‘art