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How to Provide a High-Touch Product Experience While Social Distancing

With the global shift to remote work, our customers have experienced a 50% increase in Monthly Active Users. All of us are spending more time in our

March 30, 2020

Managing Churn During COVID-19: A Conversation with Bessemer

As SaaS leaders tackle the unexpected management implications of COVID-19, there has never been a better time to double down on retention

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5 Tips To Do More With Less In Customer Success During Covid-19

If you’ve been following customer success blogs recently, a lot has been said and written about how to communicate better and consistently in

March 31, 2020
  • Howard Tarnoff

    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.
  • Greg McGlaughlin

    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.
  • Lauren Denault

    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.
  • Heather Hansen

    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.

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The Buyer’s Guide to Customer Success Solutions

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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Resources

How Google Fuses Intuition With Product Data Image

How Google Fuses Intuition With Product Data

This is part 3 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. The world’s first video game—Pong–was developed by a scientist to amuse other scientists at the Brookhaven National Laboratory. This was true of most retro video games: They were for developers, by developers, and full of inside jokes and tricks you either knew or didn’t. Any product teams at B2B software companies find this scenario familiar?  When you are your own user, decisions are easy. Intuition reigns. But once you begin to grow past early adopters who are wonderfully forgiving of bugs, suddenly, it becomes difficult to know what they need. Churn begins to rise. That’s where data is essential.  As Sid Shah, Director of Product Analytics at Google Geo explained in his Pulse for Product session, you have to ask, “How does one think about building products using both intuition and data?” It Helps to Have HEART When the pandemic arrived, Google Geo—the division responsible for Google Maps, among other services—faced a dilemma. “People wanted to call medical facilities before visiting. In an indirect way, this problem was related to saving lives. But how would we know if […]

3 min readOctober 26, 2020
How to Create Powerful and Memorable In-App Engagements Image

How to Create Powerful and Memorable In-App Engagements

This is part 2 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. All retro gamers know that you can’t just be dropped into a video game without any instruction. Instead, nearly all games begin with what’s known as an opening sequence—an 8-bit video that sets up the story followed by an easy level where you can practice. Product leaders should all take note. In-app engagements are like opening sequences for applications, and a fantastic way to familiarize users and decrease churn. Today, they’re basically expected and can have a huge impact on revenue. When Sarah Anderson, Head of Product at Email on Acid, ran a test with a sample group, they found that in-app engagements led to 15% higher retention. Yours can too. What Are In-App Engagements?  It’s a rare software these days that’s built to explain itself. It isn’t part of the product design workflow. But when application developers and designers assume that users know what they’re looking for, how to find it, and how to use it, it creates spotty experiences that cause frustration and lead to churn. Those first days and weeks of a new user’s journey […]

4 min readOctober 26, 2020
How to “Product-Lead” Your Software Out of 2D Video Game Dungeon-Land Image

How to “Product-Lead” Your Software Out of 2D Video Game Dungeon-Land

This is part 1 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. Despite the fond memories, 80s video games were a lot more frustrating than many give them credit. The hit detection was glitchy. Sprites were difficult to see. Bosses were merciless, and it led to a lot of thrown controllers and frozen friendships. And in that way, it reminds us of enterprise software. As Gainsight PX CTO Mickey Alon discussed with Carlos Gonzales Villaumbrosia, Founder & CEO of Product School and author of The Product Book, the solution isn’t complicated—it’s product-led growth. But unlike the makers of all those old arcade games, you have to put users’ needs first. For an example of what can go wrong, look no further than what happened to the old arcade game Smash TV. Start With Buyer Pains—Then Remove Them What made the video game Smash TV famous wasn’t its gameplay—it was the fact that nobody ever seemed to reach the final level. Like, a suspicious number of people never got there. After a great enough outcry, the game maker admitted it hadn’t coded the final level, to save on cost. Is there […]

4 min readOctober 26, 2020
Retention Revolutionaries: Vonage’s GameChanging Approach to Mitigating Risk Image

Retention Revolutionaries: Vonage’s GameChanging Approach to Mitigating Risk

When you’re in customer success, predicting the future is part of the job description. It’s up to you to know which customers are at risk and proactively mitigate the situation. But getting ahead of churn requires the right data and best practices. Watch Ethan Douglas, Director of Customer Success from Vonage, to see how they use Gainsight to identify churn risks and the steps they take to stop churn in its tracks — mission-critical in today’s business environment.

2988 registered
The CX Factor: How the UKG GameChangers Streamline Experience (and you can too!) Image

The CX Factor: How the UKG GameChangers Streamline Experience (and you can too!)

Your customer comes into contact with so many teams at your company. But if you’re not aligned, the experience is inconsistent, disjointed, and inefficient. Sound familiar? Join us as we host UKG’s Lauren Mitz to hear how they’ve architected a unified, guided, and highly-automated experience for every customer with Gainsight — from the moment they make the investment until they achieve their initial desired outcome — and how you can do the same

2966 registered
How Conversica Optimized Their Renewal Management Process Using Renewal Center Image

How Conversica Optimized Their Renewal Management Process Using Renewal Center

Ensuring that your customers are successful and keep renewing is one of the highest priorities for any subscription business. However, in order to maximize retention, you need to identify renewals that need attention early on, monitor how your renewal opportunities progress, and ensure that your teams have the right context around their accounts to close every renewal opportunity. See how Conversica streamlined their renewal management process using Gainsight’s Renewal Center. Brian Kaminski, Chief Customer Officer at Conversica, will share how they keep track of thousands of renewals, surfacing the opportunities that need immediate attention. You’ll walk away from this session with: Best practices to forecast renewals more accurately using customer insights How to create a centralized, granular look at your renewals book of business Recommendations to consider for your renewal management strategy

1 min read
G2 Grid Report Fall 2020 Image

G2 Grid Report Fall 2020

When evaluating customer success software, this is an invaluable resource. G2 Grid Reports are based on thousands of verified reviews and data from actual users, so you can compare multiple vendors based on real feedback. Get access to ratings and reviews for several vendors across several categories including satisfaction ratings, feature comparisons, segments served, and much more. What will you learn? Highest rated features Likeliness to recommend Product roadmap sentiment Market presence stats And more!

538 downloads
CX Center Datasheet Image

CX Center Datasheet

Understand and improve your B2B customer experience with CX Center The world we live and work in is rapidly shifting every day and it’s more important than ever that we’re finding innovative ways to collaborate and better listen to our customers. Only a small fraction of companies that collect feedback actually act on it, and it’s that neglect that leads to dissatisfied customers and churn. CX Center is built for B2B companies and is the hub for all of your customer experience activities. In this datasheet, you’ll learn how CX Center helps customer-focused companies: Align around a single source of CX data Identify what matters most to customers using Natural Language Processing (NLP) Enrich CX data by pulling in sentiment from multiple channels Prove your impact with board-worthy reports And more In a time where we cannot afford to lose customers, we need to be diligent, leaving no feedback behind. With CX Center, you’ll have the power to listen to, act on, and analyze customer feedback so you can nurture lifelong customers.

1 min read
Gainsight Configuration Wizard and Sightline Image

Gainsight Configuration Wizard and Sightline

Gainsight Configuration Wizard and Sightline Combine the power of our best in class customer success platform with the best practices of the world’s largest customer success community. What you’ll discover: How to get up and running with Gainsight in as little as three weeks Integrate your CRM platform, whether it is Salesforce, Hubspot or another leading solutions Guidance from the Gainsight services team which has over 50,000 hours of implementation experience Best practices from Gainsight and our 700+ customers And more!

1 min read