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5 Questions Wall Street Investors Should Ask SaaS CEOs
When public market investors aren’t busy going long or short on GameStop, they are bidding up cloud stocks to all-time highs. There has never been a better time to be a public software company. But in...
View ArticleCS March Madness: Lessons from Getting to the Final Four That Can Be Applied...
As spring approaches, anticipation builds for a special event—March Madness! The time of year where brackets are drawn, team placement or seeds picked, and 68 Division I basketball teams fight it out...
View ArticleWhen a “Green” Customer Churns: Learnings from Data and Churn Interviews
Have you ever had a customer churn unexpectedly? It’s never easy, especially when they are a “green” customer from all indications and health scores. So, how do you plan for it? Or can you? Iceberg...
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Preserving Revenue with PX: How Measuring NDR is Easier With Retention Focus
The one metric that many SaaS companies use consistently to determine revenue from current customers is Net Dollar Retention (NDR). In this time of economic upheaval, it is a metric needed to prove to...
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10 Ways We Crushed Our Virtual Kickoff
We just finished our first completely-virtual company kickoff at Gainsight—Outcomes 2021. We think many were naturally dreading the idea of 2 days of video meetings, but it turns out the team knocked...
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How Gainsight’s Manager of CS Operations Improves Efficiency With Horizon...
One of the most exciting parts of working in Gainsight operations is getting a sneak peek at new features and functions as our product team rapidly innovates. We are our own harshest critics, and I...
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Pulse Everywhere 2021: An Algorithm To Predict Tracks for Success
We’ve all been there—you’ve binged so much that your favorite streaming provider is asking if you’re still there, watching your favorite show. I guess they did not imagine it possible to sit still on...
View Article8 Dashboards Top-Performing Customer Success Teams Can’t Live Without
During my 5 years at Gainsight, from SDR to Solutions Consultant, a question that would come up regularly from prospects was, “All of this is great, the health scores, CTAs, etc., but how can I bring...
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6 NDR Tips From Our First Episode of NDR TV
This month Gainsight launched NDR tv with our first guest, Dave Kellogg. Interestingly, there were not just the nuggets of wisdom abound, but an atmosphere of a kindred passion for all things CS and...
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10 Practical Strategies & Tips for Handling Difficult Customer Conversations
10 strategies for developing a mindset to help you better navigate challenging customer interactions. If you’re being honest with yourself, you know that at one point in time you’ve been that customer....
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5 Ways We Improved Onboarding NPS from +14 to +85 in One Year
It was early Fall 2017 when I got a call from a former manager of mine who had just joined what he referred to as “a rocketship called Gainsight.” His pitch was simple: “This technology is incredible...
View ArticleIt All Starts with Leadership Alignment
“C-suite alignment isn’t just a catch-phrase. It’s a real-life business challenge, and solving it may be the most critical thing you do on your way to success as a company.” When Gainsight decided to...
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Gainsight Clients Have Higher Growth Rates, Net Retention and Valuation...
Co-Written by An Yan, MBA Candidate at Stanford Graduate School of Business “What’s the ROI of Customer Success?” This is a question I hear all the time in the Customer Success community. Since CS is...
View ArticleUsing Automated Best Practices Puts the ‘Intelligence’ in Artificial...
We’ve already shared why customer visibility is crucial to improving internal customer strategy and overall customer health. Now we can take this to the next level and figure out how to automate some...
View ArticleLeverage Advanced Analytics to Uplevel Your CS Strategy
Have you ever started a new exercise routine? As things begin to open up, people are returning to gyms, yoga classes, and exercise clubs to create a level of health they lost during the COVID-19...
View ArticleThe Value of Customer Success Operations
Recently, I listened to an informal conversation between a group of CS leaders and executives. The discussion centered on how to justify to the C-Suite and the board of directors the importance of...
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Ultimate Guide to Customer Success Org Structures
“Do you have time for a quick call? I’d love to get your input on our Customer Success Organization.” I’ve received at least 500 emails, texts, and Linkedin DMs like this from SaaS CEOs over my nine...
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Pulse Everywhere 2021: An Algorithm To Predict Tracks for Success
We’ve all been there—you’ve binged so much that your favorite streaming provider is asking if you’re still there, watching your favorite show. I guess they did not imagine it possible to sit still on...
View ArticleThe Ultimate List of Customer Success Resources For 2022
Every year Gainsight loves to give our customers and community the best of what we have for resources, including events, webinars, articles, ebooks, and more. As the thought leader in the field of...
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Customer Strategy Assessment
Every organization – regardless of size, industry or type of product – experiences challenges when developing and optimizing their customer strategy. Whether you are just building the foundation of...
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