Question: Case Study Conversation 10: Case 3. How did Gainsight's strong customer success management results lead to reduced churn? Should other firms adopt the CSM role?

Case Study Conversation 10: Case 3. How did Gainsight's strong customer success management results lead to reduced churn? Should other firms adopt the CSM role? What do you think are the pros and cons of the "freemium" service model

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