Read Case 3. Gainsight Provides Data-Driven Customer Relationship Platform to Retain Subscription Customers in Marketing Strategy by O. C. Ferrell; Michael Hartline; Bryan W. Hochstein (p. 311). Describe how Gainsight's strong customer success management results in reduced churn. Describe what you found in your research to explain why CSM roles are growing so rapidly. Explain the pros and cons of a "freemium" service model. Defining a "freemium" service model and citing/referencing your source properly is a good starting point.