Customer Success and data go hand-in-hand. Accurate and quality customer data is what makes Customer Success professionals effective in their jobs. One question you may not have thought of is how this kind of data affects and plays into customer communities.  At our Community Unplugged event, Richard Millington, founder of FeverBee offered his expert insights into how we can use customer data to start, grow, and measure the effectiveness of our communities. Richard is a community enthusiast and builder. His company, FeverBee, has helped hundreds of organizations build and scale communitie ..read more

In the realm of customer-centric in-app strategies, the term “onboarding” often surfaces as a pivotal component. However, it’s imperative to discern between two distinct scenarios: New Customer Onboarding and New User Onboarding. While they may appear similar at first glance, their scope, objectives, and execution strategies differ significantly, each tailored to address specific needs. Today, our focus shifts to the lesser-discussed but equally essential topic of new user (or ‘end-user’) onboarding programs, prompted by a common query from one of our customers: “What if we’re introducing a ne ..read more

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. But how do you ensure that your customers not only get on board with your product but also leverage it to its full potential?  The answer: Digital Customer Education (CE).   Effective customer education empowers users to learn your platform quickly and efficiently, without interrupting their workflow. This translates to higher customer satisfaction, health scores ..read more

Across industries, executives tend to focus on one thing: scaling. They want to know how they can do more without spending more. Particularly when the focus is on community and building customer knowledge, scaling can be tricky. There are always more questions coming in than there are hours available to answer them.  The only way to truly scale community is to make it self-sustaining, the way Danny Pancratz, Director of Customer Experience Programs at Unqork did. Pancratz evolved a Q-and-A help center into a world-class, self-sustaining online community by focusing on what matters most to ..read more

Loneliness continues to be a rising epidemic in our society. The cure for this is community.  Our mission is to create a thriving culture of community within the technology space. We do this through Pulse events and wanted to create this with our Community Unplugged event. This immersive virtual event designed to empower you with the knowledge, strategies, and insights to cultivate thriving URL and IRL communities in 2024 and beyond kicked off with Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight. The pair dove deep into why online communities are i ..read more

The role of Customer Success has undeniably been one of change in the last few years. With teams being downsized and CSMs being held accountable for more, the role of how digital motions come into play is more crucial than ever.  Let’s explore this evolution from “traditional” C.S. to Digital CS, drawing insights from research analysts and industry thought leaders. The Rise of Proactive Engagement Traditional customer service models focused on reactive problem-solving. However, in the digital age, proactive engagement has become the norm. According to Gainsight’s research, anticipating cu ..read more

As Customer Success enters its second decade, the industry has never been hotter. Organizations are seeing how the efforts of Customer Success professionals have a direct impact on a business’s bottom line.  Katy Filley, Senior Customer Success Manager (CSM) at FloQast, is a great example of this new breed of Customer Success pro. She jumped into Customer Success from the world of Finance, and she has brought her unique perspective to bear in helping FloQast’s clients achieve their goals. Now that she’s officially a Customer Success veteran, Filley’s frontline experience has left her with ..read more

What do Miley Cyrus and artificial intelligence have in common? Well, at times it can feel like deciding how you utilize the power of artificial intelligence for your organization is “The Climb.” It’s not always an easy journey, but one that will be worthwhile. In a recent webinar, Strategic CX in Action: How Tricentis Leverages AI for Customer Success and Support Alignment, Somya Kapoor, CEO and Co-founder, TheLoops, and Genady Rashkovan, VP of Global Support, Tricentis, discussed the role of AI in transforming Customer Support and Success. With decades of collective experience in the field ..read more

In case you missed it (somehow), Generative AI has taken the world by storm. In the realm of B2B software, Gen AI holds immense potential to transform the way companies interact with their customers, stakeholders, and users—and even the way companies develop products.  We spoke to our own SVP of Product at Gainsight, Denise Stokowski, to get her insights as a SaaS leader on the front lines of Gen-AI-driven innovation. “What excites me about some of the latest breakthroughs maybe is mostly the pace, just literally how fast things are happening,” says Stokowski.  Let’s dive into Stokow ..read more

Building an online community for your customers isn’t as hard as you might think—in fact, it’s pretty simple to get started. For most businesses, you already have a thriving community of interested and engaged customers around your brand—and harnessing your existing resources and relationships can power up a thriving community almost overnight. This is exactly what happened at HoneyBook, the client flow management platform empowering independent businesses.  We recently sat down with Kait Masters, Community Development Manager, HoneyBook, in our recent webinar, Simple Start, Exponential I ..read more