Most companies measure customer experience extensively. They track NPS and CSAT. They monitor support volume, escalation rates, time to resolution, product adoption, health scores, renewal…
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Marketing teams have started to accept a hard truth: a growing share of buyer research happens where they can’t see it. Prospects ask ChatGPT to…
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In July we wrote that AI-native services would redraw the line between software and consulting, and that Gainsight’s move into retention-as-a-service gave the model its…
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GTM frameworks assume the customer journey ends at Closed Won. It doesn’t. Customers continue researching, evaluating, comparing, troubleshooting, expanding, and defending renewal decisions through the…
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In May 2026, Gainsight1 stood on stage at Pulse and told its customers something no major SaaS company had said before: don’t just buy our…
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There is a persistent narrative in B2B circles that AI is going to replace human buying committees. Compress the process, eliminate the stakeholders, automate the…
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Most Customer Success organizations are built to protect what they have. Prevent churn. Maintain satisfaction scores. Deepen relationships with the contacts already in the account.…
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The subscription economy changed the rules of B2B revenue. Buyers now re-evaluate every renewal with the same scrutiny they brought to the original purchase. Procurement…
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Building an AI Demand Channel presence requires three layers: AI discoverability (AEO), AI engagement (an interactive sales presence), and AI readiness (the infrastructure to support…
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Most Customer Success and Support teams measure what is easy to measure. NPS. CSAT. Ticket resolution time. Product usage rates. These metrics are accessible, reportable,…
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