When most Customer Success organizations think about Gainsight usage data, they focus on adoption metrics: Who is logging in? How often?...

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...

Author: Wigmore Labs Executive Summary Customer health scores have become essential to modern SaaS organizations seeking to scale...