Innovative companies are protecting and nurturing their most valuable asset—their customers—with the power of Gainsight's award-winning platform.
It takes more than technology to align your customer-facing teams around successful outcomes. It takes effective, tested processes. It takes Gainsight's prescriptive Customer Success Elements.
We were able to use Gainsight Reporting and Calls-to-Action to drive up our on-time renewal rate 10 percentage points.
We've actually been able to quadruple the amount of customers that we reach in our lower tier.
We saw, with Gainsight, a 3% improvement in retention rate on $1B in revenue.
By using Gainsight, I've been able to take our team which was traditionally very reactive and turn them into a team that's proactive.
We wanted to have a early warning system. Gainsight was able to prop us up and it's never let us down.
AppNexus
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.
CareerBuilder
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.
DemandForce
[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.
Ceridian
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.
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Schedule A DemoIt turns out that where you got your MBA isn’t a predictor of your success as a CEO. Actually, neither is your past performance! At least, that’s if you use stock prices as a yardstick for success. You can read all about the lack of correlation in this fascinating data analysis from Institutional Investor—I recommend it. I can imagine a CEO potentially feeling threatened by results like this, but I was super encouraged. Business is a team game; it’s not about one person. But it does leave you with an interesting conundrum if you happen to be a CEO: What does it mean to be a good CEO? I think that’s changing too. I’ll get to that, but I think we need to understand why it’s changing first. Business has changed. CEOs need to change too. The move to the cloud and to software-as-a-service (SaaS) models changed a lot of things about business. Companies had to rethink product development to embrace Agile and DevOps. Organizations had to restructure to support higher velocity and more streamlined sales and marketing models. And leaders reimagined service and support in the era of customer success. But for CEOs, one of the most fundamental changes about the job […]
Helping customers is good. Pestering them is bad. How do you strike a balance when talking to them inside your product? In-app engagements can significantly boost user retention, but overuse them and they’ll hurt your product experience more than they help. In this starter kit for product professionals, we’ll share our rules of engagement for in-app messages and how we create them. What exactly is an in-app engagement? In-app engagements are customer outreaches that happen within a product. They can give instructions, inform users of support issues, capture sentiment, and so much more. Examples of in-app engagements include product status messages, tutorials and guides, new feature announcements, and surveys. A complete in-app engagement strategy requires two things: technology and structure. Technology is necessary to deploy the in-app engagements and a framework, like the one below, will help you map out when, where, and how often your engagements should occur. We use Gainsight PX to drive in-app engagements inside our customer success platform. But like we said above, tech is just half of it. Before you do anything, you need to create a charter to ensure your efforts add to the user experience not detract from it. The TRUSt Framework: Gainsight’s in-app promise […]
In January, as a result of a merger, I started to search for a customer success leadership position. Over the course of a few months, I met with many CS leaders and got to hear about their challenges and also learned many lessons about the search process. The easiest way to move into leadership is by being promoted at your current company. However, that may not be an option, and this post focuses on how to be hired into a new company. Title confusion There seems to be some grade inflation going on. Some companies are calling their CSMs Customer Success Directors (CSD) instead. A closer look indicates that they are looking for an individual contributor. To me, a CSM manages accounts and a CSD manages people. Just to add to the confusion, you will sometimes see “Manager, Customer Success,” which is a people manager. As you move up a level, there are VPs of Customer Success. This can either be someone who manages CSMs or all post-sales tasks (support, onboarding, etc.). It’s important to read the job description to determine what the employer is looking for. It’s difficult for a CSM to make the leap to managing people and it’s […]
Thursday, April 25 | 11:00 a.m. PT (2:00 p.m. ET) Join us for a webinar featuring an exclusive demo by Gainsight PX expert (dare we say, PX-pert), Travis Kaufman. He’s our VP of Growth at Gainsight and formerly, Aptrinsic, so not only is he a power user of Gainsight PX, but he’s had a key part of shaping the product into what it is today. This is a must-see opportunity to get up close and personal with the Gainsight PX platform. In this webinar, you’ll see how Gainsight PX can help you: Make timely, data-driven product decisions Accelerate user onboarding and adoption Demonstrate the business impact of product investments And much more!
Friday, April 19 | 11:00 a.m. PT (2:00 p.m. ET) Smart product managers know a great product starts with great communication. You hold hundreds of conversations every day with customers, executives, investors, and teammates. If you’re speaking the same message to each of them, it will never fully resonate. Join us for a webinar on Friday, April 19 at 11 a.m. (PT) featuring Connie Kwan, chief storyteller and product executive with 15 years in the industry. Her company Product Maestro leverages theatre techniques to help growth stage company leaders craft and deliver powerful stories about their products. In this webinar, you’ll learn: Tips to overcome speaking weaknesses Your personal speaking style How to tune your delivery for different audiences And much more!
Operationalizing customer success is simple: Measure usage. Improve adoption. Measure again. Except it’s not that simple, is it? Most companies struggle to get full value from their usage data due to the complexity of mapping it to business outcomes and the cross-functional coordination required to even get started. In other words, it’s not easy to get the right usage data, and it’s not easy to understand what it actually means. But there are proven strategies and tactics you can apply to your health scorecards immediately to improve your customers’ success with your product. In this webinar, you’ll learn five tips on how to bring usage data into your scorecards so you can: Better predict risk Deliver successful outcomes Deepen your relationships with customers And much more.
A dramatic shift is underway. After a sustained period of historic growth over the last few years, successful companies are re‐examining their priorities and looking for new ways to drive top‐line revenue in 2019. Companies who optimize their business to adapt to the changes in the marketplace will emerge as winners. Customer Revenue Optimization is being adopted across all industries as companies seek to get ahead, improve execution and thrive. Organizations are evolving their business processes and strategies to align their organizations to deliver value to customers in every interaction. The result is a renewed focus on the customer experience and an increase in the value of relationships. This report gives you a window into the thinking and priorities of businesses and executives for 2019 with an emphasis on sales and marketing leadership and execution. It highlights the gaps in their current approaches to revenue execution and points to the opportunities for growth in the coming year.
Are you using your product as a means for growing your business? If not, you’re missing out on a goldmine. After all, your customers’ most frequent interaction with your company is through your product. Product-led growth has contributed to the success of companies like Slack, Dropbox, and Atlassian. “Mastering Product Experience in SaaS” is a valuable resource for today’s recurring revenue businesses and will change the way you look at expanding through your customer base. We live in an era where customer experiences are key and if you want to succeed, you need to make them personalized and deliver them in your product. Download your free copy of “Mastering Product Experience in SaaS” today to learn: Tactics for delivering personalized product experiences Product-led growth strategies used by SaaS leaders Best practices to capitalize on your product as a primary go-to-market channel How to lay the groundwork for scalable, repeatable customer acquisition
Nearly 70 percent of companies with customer success (CS) programs increased customer retention, while 91 percent of companies without a CS programs believe their customers suffer through issues that could be prevented or reduced if they had one. What investments and organizational changes does a business need to ensure their digital services are delivering differentiated value to customers? Digital business and customer success go hand in hand. In this day and age, if you haven’t shifted to digital services (i.e, if you don’t have software-driven or software-supported offerings sold as a subscription service that is accessed online), you’re putting your business at risk. Companies that do not invest in customer success programs or the technological and organizational structures that support them will struggle. How do we know this? Gainsight commissioned Forrester Consulting to evaluate the importance of customer success in serving customers, along with the technological and organizational requirements to successfully deliver customer success. To explore this topic, Forrester Consulting surveyed 160 customer success decision-makers at U.S enterprises. Learn why customer success is an imperative to digital businesses and access key recommendations for building and sustaining customer success organization. In this study, you’ll learn Why enterprise executives believe customer success […]
