Feb
23
This article was written by Alka Tandan, CFO, Gainsight, and originally published in CFO. In the digital economy, businesses are finding new paths to success. That means the metrics used to measure and steer performance need to change, too—but many companies are still wedded to old-school key performance indicators (KPIs)...
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Feb
21
Customer success (CS) is a multifaceted discipline. It’s both art and science. It’s a balance of high-touch and digital-touch interactions. It’s about creating efficiency while also building deep relationships. At the heart of this juggling act is Customer Success Operations (CS Ops). While CS ops is often viewed as a...
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Feb
15
Right before our holiday break, I sat down with internationally acclaimed Speaker and Product Discovery Coach at Product Talk, Teresa Torres. As a Product Discovery Coach, Teresa helps teams gain valuable insights from customer interviews, runs effective product experiments, and drives product outcomes. She is also the author of Continuous...
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Feb
13
This article was originally published in TechHQ in two parts: Data insights drive Zoom innovation and Zoom—the next generation. While it’s been in business since 2011, it’s fair to say that Zoom really came into its own during the Covid-19 pandemic, between 2019–21, as an easy-to-use go-to way to help...
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Feb
08
By Jake Ellis, Principal Product Evangelist, Gainsight From Alexa to ChatGPT, artificial intelligence (AI) has recently become a household name. It wasn’t long ago that the notion of tech-powered superintelligence supporting our day-to-day lives was the stuff of sci-fi. But today, we weave in and out of digitally guided journeys...
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Feb
07
With tech layoff announcements becoming more and more frequent, it’s clear that B2B SaaS companies are looking to do more with less. Less what? Less headcount, technology, resources.. All without sacrificing aggressive growth goals despite the uncertain market ahead. But if “doing more with less” means cutting your tech stack off at the...
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Feb
07
We’re officially two months into the new year, which means it’s time for a common annual tradition in tech: Reorgs. Though to be fair, reorgs seem constant these days. Yet amidst the usual shuffling and strategic planning for the new year, I’ve seen a new trend emerge: companies are combining...
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Feb
05
Customer retention is arguably the most metric you can measure. Why? It costs 5x as much to acquire a new customer as it does to retain an existing customer. Existing customers are 50% more likely to try a new product than new ones. Increasing your customer retention rate by just 5% can result in anywhere from...
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Feb
01
Well well well, it looks like we've stumbled upon the holy grail of customer success—product adoption. It's the one thing that can make or break a customer's experience with your company. But fear not my fellow customer success warriors, I have come bearing the gift of insight on increasing product...
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Jan
30
By Tori Jeffcoat, Senior Product Marketing Manager, Gainsight. Life used to be predictable. Take TV, for example. For decades, popular shows like The Simpsons and Law & Order delivered a new season of episodes every year. But these days, your favorite new Netflix series might get canceled after a single...
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