May
03
We are so excited to connect with the Pulse community during Pulse Everywhere! Instead of simply bringing our presentations to a webinar across two days, we took this as an opportunity to change the game! For the past few months, our marketing team has conceptualized an experience that brings all...
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May
03
Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. Remote work,...
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May
01
If you haven’t already heard, Gainsight is hosting Pulse Everywhere coming up on May 13th and 14th, which will be one of the largest virtual gatherings of Product leaders currently happening. If you’re not yet registered, check out the agenda and sign up. And, if you need more convincing, here...
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Apr
27
via GIPHY As I've written about, progress normally comes at us gradually, but COVID-19 has changed that and rapidly accelerated our progress toward the future. Virtual work, on-demand delivery, and telemedicine were all catapulted forward due to this terrible tragedy. And I discussed in the previous post, it's likely we're...
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Apr
27
This post was co-authored by Jay Nathan. COVID-19 or not COVID-19, I bet you have heard that question many times, as it is one of the most common topics posed in #CustomerSuccess forums, conferences, blogs, and management meetings. There is also a striking commonality in the responses to the question....
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Apr
27
From the beginning, we’ve said that Customer Success is not just a department - it’s a company-wide priority. Over the years, we’ve discussed how CS needs to be intimately-connected to Sales, Product, Marketing, and other functions. We even wrote about how CEOs need to take more ownership of Customer Success....
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Apr
20
In the SaaS industry, it’s always been our job to provide flexibility and accessibility through our products. Remote work isn’t new. The products we create have fueled telecommuting ever since the inception of software-as-a-service. However, we’ve entered a time where work-from-home is more prevalent than ever and the global environment...
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Apr
16
Unless you are in one of a few select industries — video conferencing, distance learning, security or certain healthcare companies etc. — COVID-19 is likely to put a big dent in your growth. Much worse, companies are at high risk of losing the customers they already have. The number one...
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Apr
15
In most SaaS industries, vendors strictly communicate with decision-makers, key stakeholders, and administrators. It’s quite different in HealthIT! Because users must use our platforms to do their jobs, we often have the authority to communicate directly with end-users, especially when serving Small and Group practices. Communicating with thousands of users...
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Apr
13
There is an old joke: A car mechanic was performing routine service for his trusted client, a cardiac surgeon, while the surgeon waited in the lounge. At the end of it, while settling the bill, the mechanic turned to the cardiac surgeon and said “I don’t know why you are...
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