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.
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.
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.
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.
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.
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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.
See how Gainsight can make your customers more successful. Schedule a demo of our software platform today!
Schedule A DemoPlanning your product roadmap? You should know these six key terms before putting pencil to paper. What is Product Planning? Product planning is the process of mapping out a product from idea to launch. It encompasses all of the steps and tasks that product managers take to make sure that a product is successful once it’s on the market. Product planning isn’t just a one-and-done type of activity. For product managers, product planning is part of their day-to-day and should be thought of as an ongoing strategy. From deciding on what kind of features your product will have, to setting achievable target revenue goals, product planning takes into account all internal decisions that go into making a product that will keep your customers satisfied. In order to make sure the process goes smoothly, it’s important to have an understanding of certain common product planning terms your peers in the SaaS industry are using. What is a Product Management Roadmap? Product management roadmaps provide PM teams with a visual guide that clearly demonstrates the vision and direction of a product from start to finish. A product roadmap will help you define what makes your product “successful.” Product management roadmaps help to keep […]
It 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 […]
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!
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.
We’re so proud to share the Spring 2019 G2 Crowd Grid for Customer Succcess, in which Gainsight has been recognized as a “Leader” for the fourth straight year. This is incredibly meaningful for us, as it’s 100% the result of our customers taking the time to post about their experience using our software. We obviously care deeply about customer success, and to be validated by them in this document is incredibly fulfilling. But as meaningful as it is to Gainsight, it could be even more important for companies in the market for a customer success platform. It’s a proprietary, aggregate ranking of blended data from user reviews and a vendor’s market presence, taking into account their social impact and market share. All reviews are verified by G2 Crowd, and they stand by the accuracy and insight of the data. Once scored, a vendor falls into one of four categories: Leader, High Performer, Contender, or Niche player. You’ll learn exactly what to expect from Gainsight as well as every other major vendor in the customer success category. You’ll learn the real strengths, weaknesses, and pain points from a detailed analysis from people closest to each software—people without a stake in those […]
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
