Feb
08
A recent study conducted by Staircase AI revealed a striking trend. Customers who have regular QBRs are twice as likely to renew their contracts. But not all QBRs are created equal. Customer expectations are evolving; CSMs must act as strategic advisors and partners and use data to show tangible results...
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Feb
07
In the fast-paced world of Customer Success, staying ahead of the curve is non-negotiable. That's why here at Gainsight, we're beyond thrilled to share our latest triumph: clinching the top spot in the Winter 2024 G2 Grid Report for Customer Success. On top of that, Gainsight was named to G2’s 2024...
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Feb
02
The Customer Success landscape has changed. Technology companies are producing more complex software, which can often overwhelm customers during the onboarding process. As a result, it's common for these customers to quickly abandon new platforms. If your company is building products that people rely on to boost workplace performance, you...
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Jan
25
Manual customer training, i.e., 1:1 sessions with Customer Success Managers (CSMs), PDFs, webinars, etc.—had its day. But it’s quickly falling out of favor, diminishing the customer experience, and putting unnecessary pressure on already strapped customer-facing teams. Why? Because manual customer training doesn’t meet the learning preferences of your customers, and...
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Jan
22
Today is Community Manager Appreciation Day—recognizing the unsung heroes working behind the scenes to architect thriving, healthy communities that drive customer engagement and value. Gainsight took some time last week to give some kudos to our own community team, and sat down with Kenneth Refsgaard, Manager, Community Strategy & Programs...
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Jan
18
There’s more competition than ever. But, why? The cost of starting a business is lower than ever, products are commoditized, and markets are saturated, which means achieving true differentiation is tough. So, how can you differentiate your company in this environment? Focus on customer experience. It’s so important today that, according...
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Jan
11
Customer success is firmly entrenched in the SaaS business model. According to a 2020 study by TSIA, more than 90% of organizations had a dedicated customer success role in their company. Nick Mehta, CEO and Founder of Gainsight, recently said, "Every single software company has a customer success program now. And it's...
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Jan
09
By now, the value proposition for a customer community is well-established. Having a community of people who use, improve, and advocate for your product will help you build relationships with customers and prospects that ultimately drive revenue. But how do you actually measure that value—the real impact of community on...
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Jan
04
Digital innovation is constantly shaping customer relationships, and Popmenu stands out for how it’s using Gainsight Essentials for its customer engagement and growth strategies. Customer Education is an impactful way to set up a rock-solid foundation for customer outcomes, and Popmenu has embraced this by providing an extensive resource hub...
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Dec
21
For a long time, proactive vs reactive was a common debate among Customer Success professionals. Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. But when you're an early-stage company, proactive management is...
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