Sep
12
What is Customer Education and Why is It So Important? End-user education is one of the most important parts of providing a good customer experience. Providing end-users with adequate training is critical because, without proper education, there is little chance they will be able to appreciate the full value of...
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Sep
12
In a recent episode of Mehtaphysical Musings, Gainsight CEO Nick Mehta spoke with Lauren Kenndey, Head of Customer Success (CS) at Glean. Kennedy is a CS OG, and she’s passionate about the intersection between people, technology, and the ability to solve problems through communication and product development. Kennedy shared her...
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Sep
10
Online learning is one of the most effective ways to teach users how to succeed with new tools and features. However, there are many different ways to deliver digital learning content to your users. You can house your resources in a traditional online help center or publish them on your...
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Sep
08
In today's rapidly changing business landscape, one thing is certain: Customer Success (CS) is not just a nice-to-have anymore; it's a necessity to protect and grow your existing revenue. Even in an atmosphere of cautious capital, 98% of companies plan to maintain or grow their CS org in 2023. As...
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Sep
07
Choosing a new technology for your team can be a daunting task—especially a platform powerful enough to support your Customer Success operation. That’s why at Gainsight, we take delivering value very seriously. But you don’t have to take our word for it. Check out what our customers have to say...
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Sep
06
The customer journey does not stop as soon as a customer makes their first purchase; in fact, there’s a long way left to go. After a customer buys your product, they still have to use it and make a decision about whether or not it lives up to their expectations....
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Sep
04
So, you want customers coming back again and again? Of course, you do. Here's the secret: customer education. When done right, customer education equips your customers (or new admins) with the knowledge and resources they need to succeed with your product or service. A solid customer education strategy also has the...
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Sep
02
What's a Learning Management System? Customer success teams across nearly every industry know the importance of tracking metrics to measure success. The best metrics to track depend on the industry and the specific objectives of each business. One metric that almost every business can benefit from tracking is customer health...
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Aug
30
Today, most customers expect a lot out of the buying process — more than ever before. They don’t just want to be shown a product and told why they need it; they’re looking for an in-depth customer support experience that guides them to success with the product or service. This...
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Aug
30
Adopting a customer-centric mindset is more important than ever. Here's proof: 66% of customers expect companies to understand their needs. Customer-centric companies are 60% more profitable than companies that aren't. Customers spend 140% more with companies with great experience than those who had unsatisfactory ones. Loyal customers are 5x more likely to make a repeat...
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