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.
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.
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.
See how Gainsight can make your customers more successful. Schedule a demo of our software platform today!Schedule A Demo
How many years ago was January 1, 2020? I don’t know about you, but I lose track of time these days. Even though winter is officially over, like Ned Stark from Game Of Thrones, it seems like we’re all preparing for darker days ahead. January 1st might have been the start of your fiscal year. You might have been reared up to ramp new sales. You might have been en-route to your Sales Kickoff. A lot has changed. Given the downturn, companies are doubling down on the “recurring” part of Annual Recurring Revenue. They’re trying to make sure they preserve their clients through the recession. What we learned is that’s not going to be a slam dunk for all companies. We surveyed CEOs, CROs, and CCOs of late stage private cloud companies (e.g., Forbes Cloud 100) and publicly-traded SaaS companies (e.g., BVP NASDAQ Emerging Cloud Index). These companies generally represent the “best of the best” of what the cloud offers. So, to some extent, they are a bellwether for technology. Here’s what we learned: 1. Retention is of high interest right now The first learning came from the survey responses themselves. We emailed a population of 82 respondents and received […]
In an industry where communication is critical, how do you make sure the right message reaches the right patients, providers, and non-clinical staff? Over the past few weeks, you’ve probably been reminded of every email subscription list you’ve ever signed up for. Your inbox number ticking higher and higher as COVID-19 (a.k.a. coronavirus) became part of our everyday vocabulary and businesses rushed to send communications to address this “new normal.” If you needed to get important information to your users, it was likely buried under all of these communications. As the situation surrounding COVID-19 continues to evolve, companies need to be prepared to keep users informed. In this guide for healthcare products, we’ll show you how to use in-app engagements to cut through the noise and effectively communicate information to your end users when time is of the essence. What Is an In-App Engagement? In-app engagements are outreaches from your company to your end users that happen within a product. In times like these, they can be used to: Provide critical updates Enable quick onboarding Drive ongoing product education that evolves with current events Capture user sentiment Examples of in-app engagements include onboarding tours, new feature releases, content announcements, and surveys. […]
If you’ve been following customer success blogs recently, a lot has been said and written about how to communicate better and consistently in times of crisis like the one we’re all going through. In these uncertain times, companies (rightly so!) are keeping close tabs on their expenses and cash. Based on research done by Gainsight as well as a few other companies with CEOs, CROs and CCOs, 65–80% of companies have frozen hiring for the next few months and 30–45% have frozen hiring and backfills indefinitely. In addition, 60–70% of sales leaders polled are reporting delayed sales cycles. All these data points suggest that retaining existing customers becomes even more important in these times—and furthermore, to maintain retention without adding to the headcount. As a fellow CS leader, I have so much empathy for what it takes to deliver on those expectations while making sure your CSM and Account Management teams don’t burn out (further impacting customer retention in a downward spiral). To do more with less in CS, many companies are relying more than ever on process simplification, automation and consistency to add scale. I’ll share five strategies based on what I’ve seen as best practices in the CS community to quickly add […]
As SaaS leaders tackle the unexpected management implications of COVID-19, there has never been a better time to double down on retention strategies to minimize churn. Existing customers become the lifeblood of every SaaS company during an economic downturn. When each line item is fair game, renewing emphasis on Customer Success and using data to predict churn becomes an increasingly powerful way to help plan future quarters. Register for this webinar on Wednesday, April 1st at 10 a.m. PT/ 1 p.m. ET and learn what Bessemer Venture Partners sees in the venture capital community and hear how Gainsight leaders are increasing their retention efforts to manage churn. In this webinar, you’ll learn: The increasing importance of Customer Success in an economic downturn The early indicators in the venture capital community Specific performance indicators and segmentation to analyze your customer books to minimize churn And much more.
Now more than ever leaders should be spending time with prospects and customers and understand the value of those interactions. Meeting with customers can uncover opportunities to add value, improve customer relationships, and help guide strategies and initiatives. Yet, making the time in a busy schedule to prioritize meetings with customers is still a challenge for many of us. Register to attend this webinar on Thursday, April 2nd at 11am PT / 2pm ET to hear from Nick Mehta, CEO of Gainsight, on a strategic process that enabled him to meet with more than 500+ customers in a single year. In this webinar, you’ll get: Tactics for scaling up meeting volume throughout the year Software tools and hacks to make meetings more efficient Best practices for making your meetings more strategic And tips on how to level up your customer engagement while working from home
What does customer success look like when it’s all happening virtually? In this webinar, Gainsight’s CEO Nick Mehta and Slack’s VP, Global Head of Customer Success & Services Christina Kosmowski will tell you how they’re leading their organizations to proactively maintain customer relationships virtually. You’ll get their tips and strategies, as well as have every opportunity to ask questions live. You’ll learn: Tactics for conducting virtual customer meetings with face-to-face effectiveness. Creative ideas for improving customer relationships through video conferencing. Cross-functional strategies to deliver the right message in the right channel. And much more.
With much of the world undergoing social distancing, shelter-in-place orders, and strict quarantine, working from home has suddenly become the “new normal” for many companies—especially in the software industry. Gainsight is one of those companies that has moved entirely to a remote workforce. However, Gainsight has also had a long history of thriving remote teammates and a “work from anywhere” mentality. We think of it as a “Gainsight Everywhere” office, and we’ve learned a lot of best practices for creating healthy, productive distributed cultures. Over the last days and weeks, we’ve gotten a ton of emails from our customers, partners, and networks asking about these best practices, so we compiled them into this Work From Anywhere Guide. In it, you’ll get tips and tricks for: Creating and optimizing your home workspace Managing the balance between home and work Advice from WFH (work-from-home) Gainsters And much more!
Don’t just slide into your favorite PM’s DMs, give them a card from the heart. Have you ever wanted to express how grateful you are for a coworker but a shout-out on Slack just didn’t cut it? We’ve got the solution in just four simple steps: Download these valentines. Print them out on your nearest printer. Trying to save paper? Screenshot your favorite! Leave on their desks or send via your preferred style of technological communication. Share with your friends so they can spread the gratitude attitude too!
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!