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PulseLocal is a group of local networking communities of Customer Success leaders that meet monthly to network, share their experiences, and develop great programs and relationships to lead their world in Customer Success. PulseLocal has already “soft-launched” in 12 cities across the country and Read More

Here are 9 things you can do to make sure your customers - and your team helping them get there - are successful:

Do Meet Your Users At Your Customers
Don’t Make Any Decision You’d Be Embarrassed For Your Clients to Find Out
Do Talk To Your Front Lines
Don’t Disempowe Read More

When you're creating a new product category - especially in the software / technology world - analysts are key to defining that new category. But there are different types of analysts, and knowing the differences can help you accelerate this process.

1. The Subject Matter Expert
Read More

The top reasons for customer churn are generally Mismanaged Sales Expectations, Price, Competition, or Sponsor Change.

But what the heck do you do with that? Are all of those really equivalent?

Is someone going to leave because of competition or sponsor change but not b Read More

In this article on the Gainsight Customer Success Thought Leadership site, Anthony Nygren of EMI Strategic Marketing shares how to reach the full potential of your customer Relationships by focusing on communication, but doing so across logical segments. Read More

Startups that don't get traction often blame a lack of Product / Market Fit. This article calls shenanigans on that. Read More

If you're trying to change the world - or just create a new product category - recruiting truly great marketing leaders is actually a very hard problem. Here are 5 things to look for in your marketing leader, even if they don't have experience in transforming industries:

1. They think Read More

Dan Steinman, Chief Customer Officer at Gainsight lays out 3 practical, actionable ways to not only understand your customers better, but to engage with them in a way congruent with their relative value as a customer.

The three steps are:
Step 1 – Segment your Customers
Ste Read More

Lincoln Murphy says that getting customers to pay up-front for a year is great, but when it comes time to renew those customers, there are 3 wrong ways... and only one right way.

He says that while that up-front money from annual pre-pays is great, when it comes time to renew those cu Read More

Everyone in the Customer Success world knows that it’s bad news when the person who brought your product into the customer's company - your champion or sponsor - leaves the company. This is a HUGE red flag when it comes to customer retention.

That customer is now at risk of not renewin Read More