By Peter Lyon, CEO, Wigmore IT The past year has been one of the most defining periods for SaaS since the move to cloud. Rising capital constraints, shifting customer expectations, and the rapid commercialisation of AI have exposed the fragility of many existing operating models. At Wigmore, we work hands-on with more than 30 global SaaS and enterprise organisations. This gives us a uniquely detailed, real-time view of how companies are adjusting their customer, revenue, and

When most Customer Success organizations think about Gainsight usage data, they focus on adoption metrics: Who is logging in? How often? Are they updating records?  While these metrics are important, they only tell part of the story. What if we could use Gainsight not just to measure whether  the CS team is engaging with the platform, but also how much time  they’re spending on different types of activities — and whether that time is aligned with strategic priorities? With th

Tracking and resolving customer escalations effectively is critical for any Customer Success organization. While tools like Jira  or...

Managing CTAs in Gainsight—or any Customer Success Platform (CSP)—should drive clarity, action, and insight , not complexity and...

At a recent CXO event hosted by Gainsight, I found myself in a lively debate with another attendee about job titles. The question was...

Scaling Customer Value, Retention, and Growth in B2B SaaS In today’s SaaS economy, retention isn’t a byproduct of onboarding—it’s the new...

Introduction Recently, we’ve been hearing a consistent piece of feedback from Customer Success (CS) Leaders: “How can we help our teams...

By Peter Lyon, Chief Customer Officer & Mark Deegan, CEO – Wigmore IT After leading more than 180 SaaS engagements across every growth...

David Jackson Co-Founder CLG Forum CEO, TheCustomer.Co This is the third in a series of White Papers exploring concepts at the core of...