Pages
Posts
Best Practices
- 6 Terms to Know Before You Start Product Planning
- How I Use Gainsight PX as a SaaS CEO
- The In-App Engagement Starter Kit
- How to Get Hired as a Customer Success Director
- 9 In-App Messaging Examples That Boost User Engagement
- 3 Customer Success Strategies You Can’t Do Without Powerful Technology
- The World’s Top CS Leaders Are Doing These Four Things
- How to Make Your Product Scientifically Irresistible
- How to Close the Loop With Customer Feedback
- Seven Reasons Why Your Customers Won’t Renew
- 3 Ways to Structure Your Customer Health Score (No Usage Data Required)
- Is Your Product Analytics Tool Missing These Major Moments?
- How to Bring Dead Users Back to Life
- What the Newest Review Data Means for SaaS Companies
- An Improved Prescriptive Framework for Cross-Functional Customer Success
- Product Leaders: Are You Doing This Enough?
- Who Owns Product Experience?
- 4 Ways Product Teams Can Make Customers More Successful
- The Best Way to Boost Your Customer Success Career
- How to Prevent Blind-Side Churn by Identifying and Aligning With Customer Stakeholders
- Why I Moved From Customer Success to Product-led Growth
- Recap: Customer Success at SaaStr
- Who Should Own Renewals?
- 4 Types of Product Analytics You Need to Build a Better Roadmap
- 5 Questions Product Leaders Must Be Able to Answer
- I’ve Answered Hundreds of Customer Success Questions From SaaS CEOs. Here Are the Top Six.
- New Research: Customer Success Is Critical to Growth in the Digital Era
- Why Customer Success Teams Are Using Aptrinsic
- 3 Ways Customer Success Will Evolve as a Growth Engine in 2019
- CSMs: Are they COGS or Sales & Marketing?
- 3 Common Customer Success Mistakes That Data Science Can Prevent
- The Changing Role of IT: A Better Way to Model Your Organization
- Customer Success Blog Posts and Webinars You Can’t Live Without
- How to Go From Glorified Support to True Customer Success
- Gainsight Just Acquired Aptrinsic: Here’s What’s Next
- Does NPS Correlate to Churn?
- How to Put the ‘Executive’ Back in Executive Business Review
- How to Leverage the Voice of Your Customers in an Acquisition
- Correlation vs. Causation in Customer Success
- 3 Ways Churn Is Killing Your Growth
- ‘CSM & Product’ Is the New ‘Sales & Marketing’
- How to Build Human-First Products
- Here’s Why Your Customer Success Strategy Needs Data Science
- So You Want to Build Your Customer Success Platform In-House?
- Servant Leadership: A 4-Step Playbook
- The Hunter/Farmer Business Model Is Dead. Long Live the Builder!
- How to Compensate Your Customer Success Managers
- How to Plan a Budget Your Boss Can’t Say No To
- Top 5 Takeaways From Dreamforce 2018
- 3 Reasons Your Customer 360 Strategy Is Stuck in the 90s
- CSM Is the Fastest Growing Job in Australia
- SaaS Strategies for Improving Customer Experience
- Migration Strategy for Digital Transformation
- The Case Against Software Demos
- 3 SaaS Budgeting Mistakes You Can’t Afford to Make
- Data Science Foundations: Defining Primary Data Types
- Synecdoche and SaaS: What Title Should the Customer Success Leader Have?
- 8 Reasons Why Growth-Focused Companies Are Choosing Gainsight Over “Good Enough” Customer Success Solutions
- How To Manage GDPR Compliance Using Technology
- Are You Leaving Revenue on the Table in Support?
- What Is Premier Support and Why Do I Need It?
- The Ins and Outs of Funnel Analysis
- How to Determine Product-Market Fit Using Cohort Retention Analysis
- Settling for a “Good Enough” Customer Success Solution Will Cost You
- Messy Data? Join the Club
- The Right Financial Metric for Customer Success: Gross Retention or Net Retention?
- 6 Ways Customer Success Is Showing up in Non-Tech Companies
- Acquiring Customers Isn’t Enough. Here’s Why You Need to Focus on Retention.
- How to Use This Awesome NPS Calculator
- When, Why, and How Often to Use NPS
- Why I’m Buying Copies of Tien Tzuo’s New Book for All Our Employees
- What is a Customer Retention Rate and How do I Calculate It?
- Mapping a Customer Journey Isn’t About Happiness
- 5 Product Adoption Challenges and How to Solve Them
- How to Calculate 6 Key Customer Success Metrics
- How to Manage Your Customer Lifecycle From the Customer’s Perspective
- How Gainsight Support Uses Gainsight (And Why You Should, Too)
- Driving Services Success: Pass Me the Ball When the Deal Is Done
- The 5 Pillars for Product Led Growth Using Product Qualified Leads
- 5 Ways to Increase Executive Attendance at Quarterly Business Reviews
- 14 Things We Learned From 800 Survey Responses After Our 5,000 Person Event
- 5 Takeaways From the 2018 G2 Crowd Grid Report for Customer Success
- Gainsight Essentials: A One-Click Configuration for Small CSM Teams
- Gainsight Elements: The Science of Customer Success
- The Brief Moments In Time
- The Customer Success Identity Crisis
- Top 6 Customer Success Metrics for Non-SaaS Businesses
- Boost Enterprise Sales With Leads From Product Trials
- Don’t Forget to Do These Things Before Pulse 2018
- The Surprising Impact of Allocadia’s Customer Health Score Project
- How To Boost End-User Adoption Using Gamification
- Three Powerful Workflows that Extend the Power of Gainsight
- Meet the First Wave of Pulse 2018 Speakers
- You’re doing it wrong: Art vs. Science in Customer Success
- The Official Chief Customer Officer Welcome Kit
- 4 Reasons You’ll Miss Your Number Without Customer Success
- What’s in it for the Advocate? The Customer Marketing Dilemma
- Top Tips for Product Leaders from the Chief Product Officer of Box Jeetu Patel
- 7 Customer Success Trends to Watch in 2018
- How to Design Your Product for Growth
- 15 Last-Minute Gifts to Send Your Favorite CSM
- How the Best Customer Success Pros Set the Tone for Next Year
- Why Product Qualified Leads are Rapidly Being Adopted in SaaS
- Using Gainsight to Drive Customer Success Across the Company
- Leaving Las Vegas: 6 Takeaways from Technology Services World
- Journey to Services Success
- How to Solve the 3 Biggest Challenges in Cybersecurity Customer Success
- 3 Critical Steps for Aligning Sales to Customer Success
- Digital Marketing Platform Company Drives 20% Increase in Retention Using Gainsight for Channel Partner Success
- New York in a Customer Success State of Mind
- Why I’m So Excited about Sally in Slack
- Don’t Let Perfect CRM Data Be the Enemy of Good Customer Success
- How to Boost Your Sales Outreach with Customer Marketing
- Why 10 Growth-Stage Companies Scaled out of Their Existing CSM Platform and Moved to Gainsight
- 12 Customer Success trends transforming the Private Equity landscape
- Lessons Learned From Segmenting Customers in EMEA
- The CEO’s Guide to Under-budgeting for Customer Success and Destroying Shareholder Value in the Process
- Five Insights from Five Years of Pulse Conference Data
- The CEO’s Guide to Measuring Your Customers
- 5 tips for getting the budget you want from your C-Suite
- The Scientific Method to an Effective Voice of the Customer Program
- Episode Four: How to Deliver Enterprise-level Customer Success with Jennifer Dearman
- How to Map the Customer Journey with Engagement Models
- How Gainsight Enables Customer Success in On-Premise Companies
- Managing Your Cockpit Effectively
- Scaling Your Customer Experience Program (Without Sacrificing the Experience)
- Driving Growth and Customer Success through Advisory Services
- Episode One: The Rise of Customer Success; An Investor’s Perspective
- 5 Things We Learned In the New G2 Crowd Grid for Customer Success
- Case Study: How to Coordinate Stakeholder Engagement with Gainsight
- Customer Success for IoT: The 6 Layers of an Ironclad Strategy
- Eight Trends from East Coast CCOs
- Why CEOs Should Take Ownership of Customer Success
- The Guide to Customer Marketing
- No Data? No Problem. The hyper-creative way to avoid a HIPAA-headache
- Turning 40: Vulnerability and Vanilla Ice
- Why Customer Success Should Own Customer Marketing
- Key Takeaways from TSIA, Gainsight, and ServiceSource’s Executive Symposium
- How We Built Our India Customer Success Team
- The Chief Revenue Officer’s Guide to Customer Success: Revenue Growth in the Helix
- מה הכי ישראלי בעיניך? ׳קאסטומר סאקסס׳
- How we use The Customer Success Maturity Model to help customers answer that question
- Why Customer Success teams should partner with their IT counterparts
- How Our CSMs Live in Gainsight
- Gravity: All of your clients are at risk
- Customer Success without usage data: SaaS’ dirty little secret
- Welcome to my Customer Success Org: Dino Kuckovic of Falcon.io
- The cost of making the wrong tech decision
- CMOs and CCOs Should be BFFs
- Our Top Indicators of Renewal
- Evangelism Isn’t the Solution
- Welcome to my Customer Success Org: Domenic Armano of FirstFuel Software
- The Customer Is the Fuel of the Digital Industrial Revolution
- Perfect Data Is a Myth. Waiting to Get Technology Is a Mistake
- Delivering Exceptional Customer Experiences
- The EMEA Customer Success Movement: 6 Months of Observations
- Aligning with Partners On Customer Success
- Value-Based Care Is Customer Success
- We need to talk about what I did in the server room
- Five Tenets of Technical Account Management
- How We Drive Success with High-Touch Customers Using Gainsight
- The Future of Customer Data is Bionic
- Why your team members are your clients, too
- How We Run Our Customer Reference Process through Gainsight
- A Guide to Customer Success Across Europe
- How We Segmented Our Company – Not Just Customers
- Why Customer Success Matters Just as Much as Sales
- How We Stopped Using Spreadsheets to Track Important Company Metrics
- The 5 value propositions of Pulse 2017
- The CCO’s Guide to Managing through Hypergrowth
- Customer Success at Your Company’s 2017 Sales Kickoff
- 5 Lessons from Failed Customer Success Programs
- Is A Company the Ship of Theseus?
- 11 Considerations for an Enterprise Customer Success Management Pilot
- Why You Need Customer Success Early
- CSQLs: A Sneaky-Good Way to Team Up with Sales and Get a ‘Seat at the Table’
- How We Drive Advocacy at Gainsight
- Don’t Let Partners Create A Gap In Customer Success
- How We Structure CSM Bonuses
- How We Work With Our Product Team
- Tales of Groc: Customer Success Caveman – Chapter 8
- How We Track the ROI of Our CS Team
- Three Steps to Building an Effective Client Success Plan
- How Gainsight Solution Consultants Use Gainsight for Enablement
- 5 Ways to Be a Brand Ambassador in Customer Success
- Top 10 Unanswered Questions From PulseCheck 2016
- 3 Ways to Drive More Upsells that Every CSM Needs to Know
- Customer Success is a Single Digit Hire
- CLTV Isn’t the Whole Story: Don’t Shortchange Second Order Revenue
- Is Private Equity Eating the (SaaS) World? What PE Consolidation Means for SaaS CEOs
- Why NPS is the most important indicator of your company’s success
- How to Think About Scaling Your Customer Success Team
- Are you sure you’re ready for a Customer Success platform?
- Tales of Groc: Customer Success Caveman – Chapter 7
- Why Gainsight is my Personal Assistant
- How to write a case study like a storyteller
- How to Define Your Customer Success Organizational Charter
- Tales of Groc: Customer Success Caveman – Chapter 6
- The Guide to Etiquette in Customer Interactions
- Five moments at Pulse everyone couldn’t stop talking about
- Understanding the Customer Advocate Ecosystem in a Customer Success World
- Tales of Groc: Customer Success Caveman – Chapter 5
- Tales of Groc: Customer Success Caveman – Chapter 4
- Tales of Groc: Customer Success Caveman – Chapter 3
- Nick Mehta’s Heisenberg Uncertainty Principle for Customer Success
- The Problem with ‘Activation’, ‘Engagement’, and Talking about Customer Success like a Robot
- 10 Questions CEOs Should Ask Their CCOs
- What to Do When a Customer Churns
- Tales of Groc: Customer Success Caveman – Chapter 2
- How To Turn Regional Challenges In EMEA Into Advantages
- Tales of Groc: Customer Success Caveman – Chapter 1
- Why Your Customer Success Team Needs Real Sales Training
- You’re the New VP of Customer Success. Now What?
- Word of Mouth has nothing to do with luck
- The ideal CEO for the Customer Success Age
- When do you fire a CSM?
- Manager Training: How to Be a Great Manager of CSMs
- How We Reorganized Our Entire Post-Sales Organization to Drive Customer Success
- Customer Success Team Planning & Cost Benchmarks
- Six Reasons You Should Attend Pulse 2016
- How to Hire a CSM because 1960s Batman isn’t Real
- How Customer Segmentation Can Save Your Sanity AND Drive Consistent Growth
- 3 Alternate Benefits of Client Success Often Overlooked
- SWOT’s the deal with Customer Success?
- The ROI of Customer Success
- 10 Ways We Engage with Execs at Our Customers
- Bring back your personal voice with Gainsight for RingCentral
- Customer Onboarding is Hard. Avoid These 6 Pitfalls
- How do you Account for the Costs of a Customer Success Team?
- How Gainsight Uses Customer Feedback to Drive Product Development
- To Charge or Not to Charge, Now THAT is the Question
- Top 23 Customer Success “Tips of the Day” from 2015
- New Year, New Sponsors
- Creating a Job Description: Director of Customer Success
- Realigning and Re-setting Customer Expectations: When and How to be Ready.
- 10 Charts for Your Board Meeting
- Winning in Open Source with Customer Success
- How Gainsight Raised $50 MM Using Gainsight
- Guide and Grow your Customers with Success Plans
- How Buyer Intelligence and Customer Success Work Hand in Hand at BlackBaud
- Customer Success Managers and Sales Representatives: Heroes on a Journey
- Creating Customer Success through Customer Feedback
- CoPilot vs. Marketing Automation
- Welcome to Selling 2.0
- Get Strategic with SWOT Analysis
- Rejection and Humility
- State of the Union: Customer Success in Europe
- 8 Customer Success Takeaways from the 2015 Pacific Crest SaaS CEO Survey
- How B2B Can Avoid the Fate of the Music Industry
- Understanding the Buyer As a Hero: What It Takes
- Building a Successful CSM Model; How to Attract, Maintain & Grow the Best CSMs
- The Ten Laws of Customer Success
- The Customer Success Guide to Dreamforce
- Creating a Customer Gift Experience that Wows (and Helps you Win)
- Churn is Psychological; Here is how to Defeat it.
- How to find the Perfect Customer Success Manager
- How Gainsight Built Customer Success into our Onboarding Process
- What do Customer Success and Direct Marketing have in common?
- 1 to Many: The Real Difference Between Low- and High-Touch
- ROI of Customer Success for Information Services & Market Research User Groups
- Strengthen and Leverage your Company’s Best Resource: Customer Advocates
- Information Services, the Subscription Economy, and the Value of Customer Success
- A Q&A with Waterstone’s Neil Jain: Bringing Customer Success to Hardware
- How Different Hardware Companies Can Use Gainsight
- Knowledge Transfer Process in Customer Success Management
- Customer Success for Hardware Companies
- 10 Things I Learned from the OpenView Ventures 2015 Customer Success Event
- Customer Success Learnings from SaaStr Annual 2015
- Is Your Startup The New England Patriots? And Are You Tom Brady?*
- Why Implementing Enterprise Software is Hard
- Customer Success Starts with User Success
- Approaching the Customer Success “Tipping Point”
- [Webinar] 6 Ways to Find & Keep Your Best Customers with Big Data
- 10 Simple Rules for Dating My At-Risk Customer
- Fighting the Churnbot | A Memoir
Case Study
Gainsight on Gainsight
News and Press
Other
Product
Product Experience
Pulse
Top Posts
Uncategorized
