Our business is very complex with lots of products, and even in that scenario, Gainsight has proved to be a great tool to help our CSMs have a holistic view of their customers and track their interactions. I'm not sure there's a situation where I wouldn't recommend it. On top of that, the support team and our CSM truly treat us like their only customer.
We Are The Customer Success Company
Innovative companies are protecting and nurturing their most valuable asset—their customers—with the power of Gainsight's award-winning platform.
- Gain deeper insights into customer behavior
- Operationalize the customer lifecycle
- Coordinate actions and results across teams
We are all about Advocacy and providing Successful Customers with a podium and a microphone to tell their stories and with Gainsight we now have our fingers on the "PULSE" of our customers. We can ensure that customers get the right attention at the right time. Without Gainsight it was not possible to preemptively support customer health.
[Gainsight]'s been one of the best decisions we've made. Our team is now contacting customers exactly when they need proactive love rather than after they've asked for help, and our first copilot email has convinced a huge number of customers to turn on critical features with the click of one button.
We recently became Gainsight customers and have had a tremendously positive experience with the company and with the system. The act of getting Gainsight up and running at our company has been so smooth and successful, it has greatly exceeded my expectations and serves as a model for how we should roll-out all of our programs.
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We conducted a survey polling over 200 Customer Success Management (CSM) teams asking about their primary responsibilities. The results were incredibly insightful—and not what we expected. We found there were three types of organizations that emerged: Customer Lifecycle Focused Product/Support Focused Revenue/Sales Focused That’s not what was surprising, however. Here’s what was so interesting to me: all three types of organizations stated that “driving product adoption” was their number-one charter by a very wide margin. Look at the third category: Product Adoption is ahead of even Subscription Renewal in a revenue-focused organization! Clearly adoption is of prime concern to Customer Success leaders with all types of charters. But when I talk to companies, adoption management is done differently almost everywhere. Why has there been so little standardization around best practices for such a mission-critical responsibility? Surely there’s enough data to make evidence-based prescriptions—especially in this key area. That’s why Nick (our CEO) and I decided to get tactical by sharing our perspective on a framework for adoption management and how to operationalize it. In particular, Gainsight’s approach attempts to solve five core problems in operationalizing adoption management. Altogether, they make up our Adoption Management Element. 1. How do I measure and […]
Metrics are everything. They give you a benchmark to work against. They reveal weaknesses and strengths. They can be your saving grace or ultimate demise when it comes time to prove the ROI of your efforts. When it comes to Customer Success metrics, there are six that you need to have on your radar: Net Renewal Rate (NRR) Gross Renewal Rate (GRR) Expansion Percentage Logo Retention Net Promoter Score (NPS) Cost of Retention Each of these metrics give you a deeper look into your strategy—customer sentiments, internal operations, and the list goes on. They’ll provide insights that will allow you to drive improvement and track your progress along the way. If I only had a formula… You did enough work to get your data, so let us take it from here. Our Customer Success Metrics Calculator eliminates the need to seek out formulas and manually solve them. All you have to do is have your data on hand, plug it into the calculator, click your heels three times, and that’s it! Okay, we were kidding about the last part, but it really is that simple. So let’s link arms and skip off into a world of NPS, NRR, GRR—oh my! […]
The Customer Journey is evolving One of the biggest trends in Customer Success is the move to “outside in” Customer Success. Instead of only focusing on internal metrics (churn, retention, NPS, etc.), the most sophisticated companies are looking from the outside in, starting with the customer’s experience and desired outcomes and working backward. In other words, you are not the protagonist of your customer’s journey. It’s a natural tendency to think of ourselves as the hero, but in Customer Success, we’re an advisor, a guide, and (maybe) a friend. They’re Harry Potter, we’re Professor Dumbledore. Because of this, we’re seeing more and more Customer Success (CS) initiatives aligning with Customer Experience (CX) initiatives. In this vein, many Customer Success leaders are driving or being pulled into Customer Journey projects. That’s the right move, and it’s right in line with my favorite equation: If you’re reading this, you probably have been through a Customer Journey workshop: These can be super fun and can help your company align around your desired customer journey. The consultants that run these often have valuable insights, and almost as often, someone brings donuts! However, too many companies end up with a whiteboard full of great ideas that […]
Wednesday, May 23 | 11:00 a.m. PT / 2:00 p.m. ET One of the most fundamental questions you need to understand about each customer—and your client base in general—is, “Are they actually using and engaging with our product?” Based on more than 500 implementations, we’ve distilled the answer to this question down to four factors. Together, they make up the Outcomes Health Element. Sprinklr has adopted this Element in their organization, and the results have been remarkable. Join Colin Burns, Senior Director of Global Client Delight at Sprinklr, and Nadav Shem-Tov, Director of Enterprise Client Outcomes at Gainsight, as they break down the four factors of Outcomes Health and how they’ve facilitated improvements in Sprinklr’s client base. In this webinar, you’ll learn: The four measures most highly indicative of value realization
Thursday, June 21 | 11:00 a.m. PT / 2:00 p.m. ET Support tickets, services engagements, survey feedback, usage data, community posts, email interactions. The list goes on. Your customer is sending you a wealth of signals, but if you can’t see them all in a digestible way, they’re just noise. The insights (and eventually the customer) will be lost. But there are just too many data inputs to ever truly gain a “single source of truth” for customer health, right? Actually, through more than 500 implementations, we’ve established a best-practices Element for consolidating your customer data into a meaningful view. We call it the 360° Customer View Element. CareerBuilder implemented this Element into their organization and experienced impressive results. Join Heather Hansen, Senior Project Manager of Success and Technology at CareerBuilder, and Tyler McNally, Director of Customer Success at Gainsight, as they explore the 360° Customer View Element and how it enables deeper insights into customer health. In this webinar, you’ll learn: How to achieve an aggregated view of all customer data
If you’ve heard of Net Promoter Score (NPS), you’ve probably heard that it just works—both as an accurate assessor of customer sentiment but also as a leading indicator of future behavior. The research is clear. But how to do NPS the right way isn’t quite so cut and dry. Too many Customer Experience and Customer Success teams make mistakes that undercut the insights they should be generating. On top of that, scaling your program requires the right technology and processes so you don’t lose predictivity for each segment. Join Tracy Zundel and Ruben Rabago, both experts in NPS and Customer Success Management, as they answer your most fundamental questions about the methodology and theory behind a best-in-class NPS program. In this webinar, you’ll learn: Common NPS mistakes Best-practice methodology Tips for scaling your program And much more
Multinational Software & IT Business Gets Proactive in Risk Escalation, Improves Overall Health of Accounts This Multinational Software & IT Business used the Gainsight Elements framework to advance their Customer Success Maturity. This case study focuses on their adaptation of the Risk Escalation Element, which was customized from Gainsight’s prescriptive approach to address the specific needs of the company.
Software & Advisory Services Provider Revamps Customer Journey and Improves CSAT by 10% and Net Retention by 20% This Software & Advisory Services Provider used the Gainsight Elements framework to advance their Customer Success Maturity from Insights & Actions to Outcomes. This case study focuses on their adaptation of the Stakeholder Alignment & Success Planning Elements, which were customized from Gainsight’s prescriptive approach to address the specific needs of the company.
Digital Experience Platform Builds Trust Among Customers With Holiday Readiness Program This Digital Experience Platform used the Gainsight Elements framework to advance their Customer Success Maturity. This case study focuses on their adoption of the Experience Health Element, which was customized from Gainsight’s prescriptive approach to address the specific needs of the company.