Customer Success

Welcome to the Customer-Driven Enterprise

Business Models Are Evolving

Business can no longer sell a customer a product or service and move on.  Whether it's subscription, utility, freemium or other ongoing pricing, companies are earning more and more of the "lifetime value" of the customer overtime.  

Software is Eating the World

As Marc Andreessen famously put it, every industry from healthcare to financial services to retail is being transformed into being mostly about software.  And since the most efficient way to deliver technology now is via the Internet, every business is evolving into a SaaS business.  

Growing Digital Breadcrumb Trail

As customers interact with your business online, they leave a digital breadcrumb trail of information leading to insights on the value they ascribe to your business.  Feature usage data, survey responses and even social media commentary can help you identify happy customers from the otherwise disengaged. 

 

Gainsight Funnel
 

 

Companies are investing resources to automate “top-of-funnel” marketing using solutions like Marketo, Eloqua, Hubspot and others to generate demand for their product or service.  Once in the funnel, sales force automation systems like Salesforce.com and Oracle provide sales teams with the necessary tools to manage a pipeline through the sales process until prospects become customers.

However, once new customers are on-boarded, siloed data sets, error-prone guesswork and manual workflows can leave companies blind to the actual condition of those customers.  Despite advances in big data technology for acquiring new business, the "state of the art" in terms of customer retention for many companies is still elbow grease, hope and Microsoft Excel . 

We think there’s a pressing need to make customer retention as data-driven and automated as customer acquisition. 

 

Gainsight Chief Customer Officer, Dan Steinman, launches the Customer Success Movement at Pulse 2013.

Gainisight CEO, Nick Mehta, delivers a passionate opening keynote on his vision for Customer Success