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.
Business Success Requires Customer Success
Discover how every function in your company can benefit from being more customer-centric.
Orchestrate the customer journey across every function and create clients for life by delivering great outcomes at scale.
Combine deep SaaS product analytics with personalized in-app engagements to deliver exceptional user experiences.
Capture feedback, close the loop with respondents, and discover insights to ensure an exceptional customer experience.
Customer Data Platform
An open platform that acts as a central hub for customer data systems and provides actionable insights to every employee to make better decisions in service of the customer.
Scale revenue growth through whitespace analysis, upsell and cross-sell playbooks, and streamlined renewals processes.
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.
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.
See how Gainsight can make your customers more successful. Schedule a demo of our software platform today!Schedule A Demo
We had a big board meeting this quarter where we not only covered the past quarter’s “state of the union” and metrics, but also plans for the next year. In the spirit of drinking my own champagne (I prefer champagne to Kool-Aid any day!), I wanted to leverage my instance of Gainsight to prepare the deck for the board meeting. But this was more than a vanity project—it might not have been impossible to do this task without Gainsight, but I can’t imagine how I would have done it. If you’ve ever presented before your company’s board, you know how stressful it can be. I had a few sections to talk about the Customer Success team, and Gainsight put all the information at my fingertips and saved me from crunching spreadsheets for hours. Register for a webinar on how Ashvin prepares his board presentation Call me biased, but if you’re a CS leader, you need to use it. Here’s what the deck looked like (numbers are all sanitized of course): 1. How we did in the previous quarter I started off by showing the trend in Active User Growth over time pulled straight from Gainsight. We then spoke about how […]
Customer churn. It’s on everybody’s mind. Studies show that customer churn is costing U.S. businesses $136 billion a year. Even though you might not be aware of it, customer churn could be working its way through your business right this very second, just like a virus. Luckily, there are ways to predict and prevent customer churn. It’s time for a visit to the doctor. #1 Way to prevent churn: Provide (and prove) ROI A common misconception among many Saas businesses is that customer churn is the result of customer unhappiness, but that’s not necessarily true. In fact, it’s entirely possible for customers to be unhappy with their experience but still stay with a service. Why? Because of the ROI. When it comes down to it, your customers are using your service because they want to see results. The greatest experience in the world won’t make a difference in customer retention if they’re not seeing results from your service. In contrast, customers who experience great customer service but don’t see ROI almost always end up churning. The worst part? Often, it’s completely unexpected. Customers who are happy with your customer experience won’t exhibit many of the warning signs that accompany churn. […]
At times it can feel like Sales and Post-Sales teams have nothing in common. But there’s one thing that both sides of the house can always agree on: they hate surprises. If you’re a Sales rep that has been working to sell a prospect for six months only for them to vanish off the face of the Earth, you’re going to be left wondering what happened. If you’re a Customer Success Manager (CSM) responsible for a long-term account that has been nothing but successful and showing great customer health only to one day get an unexpected churn notice, you’re going to be left wondering what happened. Then you find out. The company was acquired, your champion left, a new executive was hired and wanted to go in a new direction, or any of a number of huge events that can seriously alter the relationship you’ve worked so hard to create. Wouldn’t it be great to know about these kinds of milestones before they manifest in the form of a lost deal or churn notice? Or on the flip side, wouldn’t it be great to know that the prospect you think would be a great fit for your product just raised […]
Monday, December 16, 2019 | 3:30 p.m. PT Presenting at a board meeting is one of the most high-pressure tasks facing any leader. But for leaders in Sales or Engineering, there are decades of precedents set for what you need to prepare and what you need to present. For those of us in Customer Success, there might not be a blueprint readily available. In fact, some boards haven’t historically looked at customer success metrics and strategies, and may be as new to the process as you are. That means planning for board meetings is often highly manual and time-consuming for many customer success leaders. If you don’t know where to start or you just want a framework to take the manual effort out of your board meeting preparation, this is the webinar for you. Join Gainsight’s CCO, Ashvin Vaidyanathan, as he takes you inside his board meeting prep process. In this webinar, you’ll learn: Which customer success metrics are most valuable to present to your board. How to put together an effective, well-structured slide deck with less manual effort. Several strategies Gainsight is employing that have really resonated with our board, and could do the same for you. And much […]
Submit your best in-app engagements to win big! They go by many names: pop-ups, in-app engagements, notifications. Whatever you call them, those user outreaches in your product are changing the way we create customer experiences. We want to see how SaaS businesses are using in-app engagements to boost awareness in creative ways. Send us the in-app engagement you’re most proud of and you could win one of five Amazon gift cards. Then, tune in on January 28, 2020 to our webinar. We’ll go over the best submissions and share best practices to make yours more effective. How to Enter Send us a screenshot of your proudest in-app engagement using the submission form by January 23, 2020. Fill out the form first and press “NEXT” to attach the image of your in-app engagement. Don’t forget to let us know why you think it’s incredible! Did it garner tons of click-throughs? Did the design blow users away? We can’t wait to see! Register for the webinar where we will announce the best in-app engagements. FAQs What kind of in-app engagements can I submit? In-app engagements have tons of uses—they can notify users of new features, fresh content, events, and more. We’re accepting […]
Tuesday, January 28 | 11:00 a.m. PT (2:00 p.m. ET) Join our panel of experts on January 28 to see their favorite submissions from The Best In-App Engagement Contest. They’ll share tips and tricks to help you uplevel the way you engage your users in 2020. They go by many names: product communications, in-app engagements, notifications. Whatever you call them, those user outreaches in your product are changing the way we create customer experiences. But there’s a thin line between over-engaging and under-engaging your users. Finding that balance is important if you want to drive adoption and awareness of your product. In this webinar, you’ll learn: What trends are driving in-app engagements in 2020 How to create engaging in-app communications Examples of best-in-class in-app engagements And much more! Can’t make the live webinar? Register anyway! We’ll send out the recording and slides after the webinar airs to all registrants.
There’s a fine line between helpful and spammy when you’re talking to customers inside your product. In-app engagements—outreaches that occur within your product—are one of the most effective ways to drive awareness and adoption. But when your customer success, marketing, and product teams are each sending their own communications, that line gets even finer. No communication strategy is complete without an engagement agreement. With Gainsight’s TRUSt Framework, you can stay aligned on your definition of what’s helpful so you can deliver a seamless customer experience that benefits users. Download Gainsight’s TRUSt Framework and share it with all your internal teams that send in-app engagements. Use the TRUSt Framework to answer questions like: Is this engagement going to add or detract from the customer experience? Should I be sending this email to everyone or just a select group? Should users be able to opt out of this type of engagement? And more!
Put an End to Revenue Leakage If you run a subscription business, you understand how critical revenue predictability is. Knowing which renewals are non-events versus which ones are at-risk helps you build highly accurate forecasts as well as allocate your team’s time optimally. Plus, having deep visibility into where and why you’re losing money every quarter helps you fix broken processes and close every dollar. Despite all of these benefits, however, gaining a high level of control over your renewals remains a challenge with current systems — and that’s why we built Renewal Center. Gainsight Renewal Center helps you deeply understand your renewals business and close every renewal on-time by: Using machine learning to predict which renewals are most likely to close Generating renewals forecasts and realtime reporting on progress against goals Visualizing the status of open renewals along with customer insights in one centralized dashboard Enabling analysis of revenue leakage, drilling down into at-risk renewals, and identifying gaps in data And much more
When you think about customer success, the simplest possible unit you can reduce it to is one customer, one vendor. One product, one relationship. It’s almost like a single-celled organism. But as that organism evolves in complexity and sophistication, the people, process, and technology required to keep it optimized evolves in tandem. And likewise, since the advent of customer success, the strategies and tactics companies use have evolved as well. In this ebook, co-produced with WNDYR, you’ll read about those evolutions from a highly practical perspective: from start-up, to scale-up, to the enterprise, and beyond. You’ll also get inside looks at some of the most innovative customer success organizations in the world. Download this ebook today to learn: How to pilot a customer success practice in an early-stage or digital transformation company. How to take the next step in your company’s customer success evolution. How to implement best-practice workflows and processes in your CS operations. How companies like Samanage, HubSpot, Glassdoor, and others have up-leveled their CS organizations. And much more.