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The business environment around us has changed dramatically, and we’re here to help. Stay in front of your customers today, to better retain them tomorrow.
We wanted to have a early warning system. Gainsight was able to prop us up and it's never let us down.
We've actually been able to quadruple the amount of customers that we reach in our lower tier.
We were able to use Gainsight Reporting and Calls-to-Action to drive up our on-time renewal rate 10 percentage points.
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've seen double digit increases in renewal rates and expansion rates when we've applied Customer Success. Gainsight has been a key lever to drive those business outcomes for Cisco.
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.
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.
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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From impressive retention gains to massive time savings, our customers are achieving measurable results. See how our customers are using Gainsight to make their customers more successful.
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Evaluating and purchasing a Customer Success solution can be… complicated. We've made it easy to make sure you don't miss anything with our platform-agnostic guide.
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Schedule A DemoEvery organization – regardless of size, industry or type of product – experiences challenges when developing and optimizing their customer strategy. Whether you are just building the foundation of your customer success team or are looking for ways to scale and drive growth, there are obstacles that require the full support of your organization to tackle. At Gainsight, we have spent many years observing these obstacles firsthand, and working with our customers to help address them. The result of this work can be summarized within our Customer Pain Framework, which consists of the following six areas: Expansion, Customer Experience, Retention, Efficiency, Adoption & Visibility. In order to help you better assess your current state relative to each of these areas, we have created the Customer Strategy Assessment. The survey sets out to do the following: Help you prioritize which of the pains is most critical for your organization to tackle first Provide you with benchmark comparisons for where you fall relative to peer organizations Serve as the basis for our team to deliver a prescriptive set of solutions that will have the biggest impact possible on your company’s performance We invite you to complete the assessment and look forward to working […]
Two weeks ago, we launched the Horizon Experience, Gainsight’s simple, intuitive, and beautiful new product experience. In previous posts, we shared our design values and our approach to implementing the experience. But what happens when you acquire a product that has a completely different user experience? Today I’ll share some thoughts around how we are marching forward toward a fresher, more unified experience in Gainsight PX. Background Over the years, Gainsight had become a leader in the Customer Success space, and we were ready to extend our reach to adjacent use cases. In early 2019, we acquired Aptrinsic, a company specializing in tools to better understand and connect with users within the product experience (renamed PX shortly after). We largely made no changes to the look and feel of PX for over a year. The design is fairly modern, uses an energetic color palette, and supports lots of purpose-built interfaces for advanced analytics and engagements. Our decision to update PX to the Horizon Experience involved many factors and evolved over time. The first factor was our brand. While PX has some extremely powerful capabilities, it lacked the brand presence of the core Gainsight product, creating potential brand recognition challenges. The […]
Resourcefulness has become a business imperative. As we began planning for Pulse Everywhere, the virtual version of our annual Pulse conference, we knew how important it was that we do our best to capture the feeling of the live experience. But how do you take an in-person event that offers valuable face-to-face experiences with over 22,000 people and emulate it in a virtual setting? The answer was right under our noses—all it took was a little resourcefulness. As we searched for ways to respond to our event attendees in real-time, help them discover events as they unfolded, and gather their feedback, we realized Gainsight PX could help us create these experiences. Gainsight PX would play an integral role in the attendee experience at Pulse Everywhere. You may know Gainsight PX as our Product Experience Platform. Thousands of users rely on Gainsight PX to understand user behavior, drive product adoption, and collect user feedback. It’s also a key component in our sales strategy, ensuring our reps have insights to have meaningful conversations with their accounts. Imagine how powerful your marketing team could be emboldened with actionable product insights and in-product user engagement (think: Product Qualified Leads, in-product campaign attribution, marketing segmentation […]
PMs have a difficult job navigating the delicate balance of customer feedback, engineering resources, sales requests, and product innovation. In times like now when people are more dependent than ever on products, that balance becomes even more precarious. Watch for a lively discussion with Jeetu Patel, Chief Product Officer at Box, Allison Fortman, Product Management Director at Trimble and Mike Berger, VP of Product Marketing at Gainsight to uncover the unique requirements for product planning during COVID-19. In this webinar, you will learn more about the specific principles of product development at Box and Trimble and what new processes they are putting into place to lead their teams during this pandemic. If you lead a product team, you won’t want to miss these insights into shifting to the cloud quickly (for Trimble), creating user delight, managing remote teams, and the new financial implications all of this entails. In this webinar you will learn: The Box 7 product principles How to migrate to the cloud Data-driven product decision making GTM and engineering challenges during COVID-19 And more!
During these difficult times, you need an actionable game plan to swarm your book of business to ensure the right level of support at the right times. We are pleased to be joined by Gainsight customer, Debbie Ashton, Founder & SVP, Strategic Customer Experience at FinancialForce alongside our CEO, Nick Mehta and Kellie Capote, Vice President, Customer Success to discuss how FinancialForce is using newly developed Gainsight COVID-19 workflows to help our customers navigate these new risks. Watch as we discuss how to create dashboards to help your CSMs segment their customer base based on COVID-19 exposure, track concessions and negotiations, and review health indicators all within Gainsight. This level of account insight is allowing organizations to gain access to the same information fast allowing for quick pivots during these unstable times. In this webinar you will learn: FinancialForce’s approach to COVID-19 workflows Defining risk categories Customer risk indicators Simple activity tracking And much more.
In-app engagements are an extremely effective method of increasing user engagement and retention. Studies show that products with in-app engagements see a 3x boost in engagement and a 4x increase in conversions. Watch this webinar to see how your team can easily use in-app engagements in various formats–as guides, surveys, and notifications. We’ll show you how to set up messages and segment to your heart’s content so that your in-app engagements boost user experience, drive adoption, and lead to product growth. In this webinar, you’ll learn: How to make timely and targeted in-app messages 10 practical applications of in-app engagements When to ask for feedback to gauge user sentiment And much more.
The Customer Success Economy builds on the success of Gainsight’s first volume, Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue, released in 2016. Just four years later, it’s become required reading for thousands of recurring revenue businesses around the world. And Customer Success has evolved into a philosophy and practice that is infused into every part of an organization. In this new book, Mehta and Pickens share how Customer Success is practiced at organizations across various industries. Download the first chapter for FREE today!
We are entering a ‘new normal’ and leaders like you need a guide on how to manage sales, retention, and expansion leaning on the insights from your Customer Success and Product teams. Now more than ever, SaaS leaders are doubling down on existing clients as new logo sales slow down. This guide will help you align your people and processes using Gainsight tools to ensure you thrive through this pandemic with renewed visibility and better decision making strategies than ever before. Human first strategies to lead through a crisis How to use playbooks to level up remote teams How to categorize your clients to strategize efficiently How to effectively use product usage data during a downturn And more!
The complete kit for anyone who wants to supercharge adoption and onboarding in their product. In-app engagements, those outreaches that happen within your product, are ideal for getting the right information to the right users. But, send out too many and they’ll hurt your product experience more than they help. This In-App Engagement Kit has everything you need to create a complete in-app engagement strategy. Inside the kit, you’ll find: The Guide to In-App Engagements: Covers the basics and provides steps to set up a governance plan that will keep users safe from the dreaded “in-app engagement fatigue.” The TRUSt Framework for In-App Engagements: A handy reference to keep everyone aligned on how to use in-app engagements. Request Form Template: An example form to ensure that requests from other departments come with all the necessary information you need to prioritize, create, and launch them. Copy Templates: Easily create eight of the most-used types of engagements with these helpful templates. Tracking Template: Use this spreadsheet template to organize, track, and measure the results of your in-app engagements. Start sending unlimited in-app engagements today! Free for 90 days. For a limited time, you can use Gainsight PX, free for 90 days, to […]
