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New Out-of-the-Box, Bi-directional Sync Improves Data Hygiene and Empowers Go-to-Market Collaboration

SAN FRANCISCO, CA, OCTOBER 4, 2023 – Gainsight, today announced a new out-of-the-box, bi-directional integration with Hubspot’s leading CRM platform, making it easier for businesses to obtain deep customer insights and deliver increased value along the entire customer journey. Together, Hubspot and Gainsight now offer one unified view of customer health, sentiment, and success, along with account engagement and other touchpoints. The integration deepens the partnership between the two leading software-as-a-service (SaaS) companies and enables joint customers to deliver faster time-to-value with unmatched data accuracy, improved workflows, and greater go-to-market potential.

“Gainsight is the leading Customer Success Platform in the market today and we’re excited to join forces and offer our customers unified data,” said Scott Brinker, VP Platform Ecosystem at HubSpot. “In the current market, as more and more companies are focusing on retaining and growing their existing customers to increase Net Revenue Retention (NRR), having a single view of the customer journey is paramount. With the integration, our joint customers will be able to maximize the potential of both solutions to fuel their growth.”

Customers who leverage Hubspot CRM and Gainsight together can benefit from the deepest bi-directional sync in the market. With a simple, turnkey way for one-click visibility into customer data, they can now:

1. Improve Data Hygiene: The bi-directional sync eliminates data gaps and makes it easier for teams to share customer data and work together to maximize customer retention and expansion. 

2. Empower Go-to-Market Collaboration: Gainsight users can push their data directly into Hubspot and track NPS, customer sentiment, health scores, risks, plans, and insights within the context of outbound customer touchpoints and account data like contacts, deals, and engagements.
   

• • Customer Success Managers can sync all customer touchpoints, such as emails, calls, meetings, and notes made by account teams with entries on Gainsight Timeline.

• • Account Managers can plan and execute contact outreach sequences using the context of account health, customer sentiment, and renewal likelihood.

• • Go-to-market teams can proactively plan and execute renewal strategies and improve gross revenue retention. 

3. Enhance Productivity: Companies can now keep Sales, Marketing, and Customer Success team activities focused on their respective systems of record while at the same time keeping diverse teams in the loop with bi-directional visibility into notes, emails, and other customer touch-points across both systems.
4. Drive Efficient Growth: With deeper insights into customer health and automated plays to help deliver value and outcomes faster and more predictably, businesses can become more adept at turning their customers into a growth engine while, in turn, lowering their customer acquisition costs (CAC). 

“Hubspot is one of the world’s leading CRM platforms, and now, users can get the full picture of customer sentiment and renewal likelihood,” said Karl Rumelhart, President of Products, Technology, and Operations at Gainsight. “This bi-directional integration gives them a richer, more contextual view of their user experiences, and how their accounts are trending. Together, Hubspot and Gainsight create one of the most powerful tools for customer retention and expansion in the market.”.  

Gainsight and Hubspot customers and future customers can learn more about the integration here.

About Gainsight

Gainsight,  the world’s leading Customer Success platform, helps businesses drive efficient growth by unifying the post-sales customer journey. Its innovative set of customer success, customer education, product experience, and community management products are used by companies of all sizes and industries, including nearly 200 publicly traded organizations. With Gainsight, it’s never been easier to start and scale customer acquisition, retention, and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com.

Contact:

Aarthi Rayapura
Senior Director, Editorial and Content
arayapura@gainsight.com

Gainsight Essentials, New Generative AI Capabilities, and Northpass Acquisition Drive Growth

SAN FRANCISCO, CA, SEPTEMBER 7, 2023 – Gainsight, the world’s leading Customer Success platform, continued to showcase strong momentum in the first half of its fiscal year, ending July 31st. Growth was driven by increasing demand for Gainsight Essentials, the company’s purpose-built offering to help businesses start and scale with its core Customer Success product for under $2k per month and with onboarding in as little as two weeks. Since launching in March 2022, nearly 300 companies have signed up for Gainsight Essentials.

Gainsight added several high-profile customers over the last two quarters, including more than 30 who switched from starter Customer Success products. This continues a trend that’s seen more than one customer per week moving to Gainsight over the past 24 months. Notable new customer logos in the first half of the fiscal year include Cleverbridge, CloudApp, Fusion Medical Staffing, Litmos, Parachute Health, OneSpan, Onfido, Safe Security, SAE International, Sisense, Spear Education, Toro, and TrustRadius.

In May this year, Gainsight announced several new generative AI product features at its 10th annual Pulse Conference held at San Francisco’s Moscone Center. The event was attended by more than 3,000 Customer Success leaders. And in July, the company completed its acquisition of Northpass, the leading customer education platform. This further solidifies the company’s position as the industry’s only true Customer Success Platform capable of serving the entire post-sales customer journey, from product adoption and high-touch customer success management to self-service customer communities and customer training.

“In today’s economy, acquiring new customers is more difficult and expensive than ever, making customer retention and expansion the primary growth driver for not only every SaaS company but any company with a recurring revenue model, no matter their stage or size. Plain and simple, everyone from CEOs and CFOs to investors and shareholders are looking at Net Dollar Retention (NDR) as the modern-day metric to gauge overall success and valuation,” said Nick Mehta, CEO of Gainsight.

Gainsight’s platform has also gained favor with CFOs and CIOs focused on vendor consolidation, as proven by a more than 25% increase in the number of customers leveraging more than one of its products in the first half of the year. 

“Today more than ever, Customer Success leaders need to be able to clearly prove and articulate the value of their team and resources and not be looked at as a cost-center,” said Kellie Capote, Chief Customer Officer at Gainsight. “Every CFO and executive team—including our own—are scrutinizing spend across their organizations, starting with software. Gainsight has been fortunate to support the market with tools such as our Essentials offering. And now, our M&A strategy and innovation around generative AI is helping companies significantly reduce their CS spend and resourcing by giving them one, AI-powered platform to make their entire post-sales journey more efficient and effective.”

Additional highlights from Gainsight’s first half of FY24 include:

New Generative AI Customer Success Capabilities 

Gainsight announced several new generative AI features at its annual Pulse conference in June. The new capabilities are part of the company’s Horizon AI feature set, launched in 2021, and include Customer Cheat Sheet, an AI-generated narrative customer summary; Survey Takeaways, an AI-generated list of the key themes running through survey responses; Smart Search, an AI-powered tool that uses natural language queries to find the right information and suggest the right action; and Setup Assist, an AI-powered interactive chat that helps automate the customer journey.

Pulse Conference Turns Ten and Expands to More Cities

Gainsight’s Pulse conference turned ten this year, once again gathering the world’s largest community of customer-centric leaders and practitioners for three days of networking and education on a range of topics on customer success, product management, community, and customer education. Growing demand and enthusiasm for Pulse content also led Gainsight to announce three additional events coming this Fall—Pulse Encore in New York City and Austin, and Pulse Europe in Amsterdam. 

Thought Leadership with New Research and Frameworks

Gainsight released its comprehensive The Evolution of Customer Success report, which included data from North America and Europe on Customer Success capacity planning, compensation, and new strategies such as Digital Customer Success and Community Management.

The company has also seen remarkable success with its thought leadership in Digital Customer Success, including the release of a Maturity Model, an ongoing webinar series, and keynote presentations. CEO Nick Mehta and CCO Kellie Capote are also working on a book on Digital Customer Success which is slated to launch at Pulse, 2024.

The Software Report’s Top 100 Software Companies of 2023 Award

Gainsight was ranked #1 in the Customer Management category and ranked #10 overall in The Software Report’s “Top 100 Software Companies of 2023” Awards. The annual award recognizes industry leaders based on “a multitude of factors, including product functionality, customer satisfaction, corporate reputation, innovative capabilities, organizational depth, ESG involvement, and long-term viability, among numerous other criteria.”

Gainsight’s Product Experience Solution Earns Multiple Awards 

Gainsight Product Experience solution was named the winner of multiple awards from TrustRadius, a leader in enterprise software reviews. In its Winter 2023 Best Of competition, TrustRadius honored Gainsight PX with awards for Best Relationship, Best Value for Price, and Best Feature Set in the Product Analytics category. The award winners were determined by product reviews submitted to TrustRadius via its website between July and December, 2022.

About Gainsight

Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth. It offers a powerful set of customer success, product experience, and community engagement solutions that together enable businesses to scale efficiently, create alignment, and put the customer at the heart of innovation. With Gainsight, it’s never been easier to drive acquisition, increase product adoption, prevent churn, and grow with renewals and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com. 

Contact:

Aarthi Rayapura
Senior Director, Editorial and Content
arayapura@gainsight.com

Latest Acquisition Expands Gainsight’s Product Portfolio and Cements Its Position As the Leader in Digital Customer Success

SAN FRANCISCO, CA, July 11, 2023 – Gainsight, the world’s leading Customer Success platform, announced today that it has signed a definitive agreement to acquire Northpass, a privately held company based in Parsippany, New Jersey.

Northpass is the leading customer education platform that helps mid-market and enterprise companies create engaging and effective digital customer education programs. It was recently named the Best Customer Education Learning Management System (LMS) of 2023 at the annual SIIA CODiE Awards and G2 recognized it as a Leader and High Performer in Customer Education Software in its Spring 2023 Report. The solution is used by nearly 350 B2B and B2C companies, including Walmart, Freshworks, Glassdoor, Pipedrive, AgriWebb, Bonfire, and Front.

According to a recent survey by TSIA, 93% of education teams are investing or planning to invest in LMS tools and technology and 72% are investing or planning to invest in data analytics tools and technology. The addition of Northpass to Gainsight’s product portfolio creates the only end-to-end Customer Success platform in the market, allowing businesses to not only automate their high-touch customer success management efforts but also scale them more efficiently by leveraging digital channels such as automated email journeys, in-app product engagements, customer communities, and now customer education and training. With Gainsight, businesses can drive Net Revenue Retention (NRR) across multiple phases of the customer journey while consolidating their spend with a single, AI-driven platform.

“In an economy where a higher value is placed on profitability than growth, a business’s ability to retain and expand their existing customer base in a cost-efficient way is absolutely critical,” said Robin van Lieshout, Chief Strategy Officer at Gainsight. “That’s why Digital Customer Success (DCS) is so important—it’s purpose-built to help companies meet their customers where they’re at and deliver a consistent customer journey at scale. And with customer education being such an important component of a well-rounded DCS strategy, you can see why we’re so excited about the addition of Northpass and the value the solution will deliver for our customers.”

“Digital customer education significantly reduces the time customer success teams spend training customers manually and delivers the modern learning experience that customers expect,” said Stephen Cornwell, Founder and CEO of Northpass. “I’m thrilled for Northpass to join forces with Gainsight. Integrating digital learning with community, in-app product engagement, and rich customer success data unlocks unprecedented opportunities for driving new levels of operating efficiency and superior customer experiences—both critical to succeeding in today’s economy.”

Customer Education Is the First Step to Efficient Retention:
Businesses can start their customers on the right foot by:

• Efficiently delivering on-demand learning experiences customers can access 24/7, which eliminates 1:1 training, thereby reducing costs. 
• Boosting customer engagement through embedded learning on their website or app to increase reach and customer satisfaction.

While in turn, businesses benefit in several other ways:

• Boosting the scale and efficiency of their Customer Success teams by eliminating the need for constant hand-holding from CSMs and helping them focus on more high-value activities such as renewals and expansion. 
• Elevating the customer experience through a seamless learning experience at scale. Effortless learning experiences not only boost training engagement but also drive CSAT/NPS, product usage, and revenue.

And by integrating training data such as course completion rates into their customer’s health score in Gainsight, Customer Success teams can further automate key workflows and have more confidence in the predictability of their gross and net retention rates.

“Like many companies, recurring revenue is one of our primary business metrics,” said Mark Kish, Director of Customer Success Operations at Glassdoor. “Gainsight CS and Northpass have been critical in training, retaining, and expanding our customer relationships and helping us scale efficiently. We’re excited to see these two industry leaders join forces to provide greater value to customers.”

About Gainsight

Gainsight’s innovative platform helps companies of all sizes and industries drive durable growth. It offers a powerful set of customer success, product experience, and community engagement solutions that together enable businesses to scale efficiently, create alignment, and put the customer at the heart of innovation. With Gainsight, it’s never been easier to drive acquisition, increase product adoption, prevent churn, and grow with renewals and expansion. Learn how leading companies such as GE Digital, SAP Concur, and Box use Gainsight at www.gainsight.com. 

About Northpass

Northpass is a market-leading digital customer education platform that empowers businesses to elevate their customer experience and optimize operational efficiency through digital learning. Iconic brands, including Walmart, in addition to hundreds of growth businesses, like Pipedrive and Freshworks, choose Northpass to power their digital customer academies. Our award-winning platform and expert services give companies a surefire path to transform outdated customer training methods into modern digital education programs that match how customers want to learn today and improve training efficiency, effectiveness, and reach. Learn more at www.northpass.com

Contact:

Aarthi Rayapura
Senior Director, Editorial and Content
arayapura@gainsight.com