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...

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...

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

Are you looking to maximize customer success within your SaaS organization? Look no further than Gainsight Admin Services offered by...