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.
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 were able to use Gainsight Reporting and Calls-to-Action to drive up our on-time renewal rate 10 percentage points.
We saw, with Gainsight, a 3% improvement in retention rate on $1B in revenue.
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.
We've actually been able to quadruple the amount of customers that we reach in our lower tier.
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.
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.
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Schedule A DemoYou’ve probably heard this one before: A Customer Success Manager, an Internet of Things Engineer, and a Management Consultant walk into a bar… Okay, maybe not! But that triumvirate seems to be showing up frequently in historically non-digital businesses as the trend of “Software Eating the World” advances unabatedly. Who knows? Maybe someday soon Customer Success jokes will be as ubiquitous as science jokes! After all, we’re already seeing consistent behavior trends outside of traditional tech companies. I’ve noticed the following fact pattern over and over again: 1. Cherished Brands Are Buying SaaS Companies and Getting CSM Teams Whether it’s Monsanto purchasing Climate Corporation, Caterpillar buying Yard Club, or Walmart gobbling up Jet.com, decades-old enterprises are looking to reinvent themselves by getting into the cloud world. Many of them have read The Innovator’s Dilemma and realized that often you have to look externally to find “innovation DNA.” As these businesses unpack the gift boxes that are these new startups, they’re seeing roles that they’re familiar with (Sales, Marketing, Engineering) and also one that’s brand new: “Customer Success Management.” Many of these acquirers go through a standard exercise of trying to shoehorn CSM into existing Maintenance, Support, and Services orgs, only to realize […]
Cost of Retention vs. Customer Acquisition Cost. It’s a classic match-up. They’re both essential players, but when it comes to healthy growth, which one of these best practices should you be betting on? In the early days of SaaS, growing fast was everything. Money was poured into customer acquisition and businesses took off left and right, turning into unicorns before our eyes. But times are changing. Acquiring new customers isn’t the only way to bring in revenue, in fact, focusing primarily on that side of the funnel may be more costly in the long run. Cost of Retention vs. Customer Acquisition Cost “SaaS CEOs must move beyond just looking at revenue growth and eventual profitability, and start digging one level deeper for ways to grow in more capital-efficient ways and find a shorter path to profitability.” – Fred Shilmover, CEO, InsightSquared Chances are these terms are familiar to you—they’re pretty common in SaaS and business in general—but here’s a quick refresher: Cost of Retention: The total amount spent on keeping customer renewing their contracts. It includes costs like your Customer Success team, technology, and customer experience program. Our Customer Success metrics calculator makes finding your Cost of Retention easy work. Customer Acquisition Cost (CAC): The […]
We’ve done the Chief Customer Officer Summit, which we affectionately refer to as “CCO” four times in the US. It has been phenomenally successful, with our NPS ranging from 85 to 94 for those four events. So we decided to bring it to Europe last week and the results were no less amazing. 40+ leaders of Customer Success organizations around Europe made the trip to Horsham, UK for a one-and-a-half day event at the South Lodge hotel. Attendees included leaders from companies ranging from 20 employees and £2M ARR to 10,000+ employees and multi-billion pounds of turnover. This continues to be one of the more amazing things about Customer Success and this event in particular—there’s lots of common ground even between the people on the extremes of that spectrum. Oftentimes, the larger companies are more anxious to talk to smaller counterparts than to their peers because the changing landscape in the tech industry has turned the world upside-down, and the disruptors have expertise and knowledge that traditional companies are intensely interested in hearing. CCO is an event unlike any other. There are no big-name speakers or expert panels to attract attendees. In fact, if you judged it only by the […]
Wednesday, July 11, 2018 | 10:00 a.m. PT / 1:00 p.m ET A lot of ink and energy is spent discussing Marketing and Sales alignment—and with good reason. For most businesses, successful go-to-market depends on aligned execution between Marketing and Sales teams. But what about the actual product you’re taking to market? Successful products rely on a much less discussed—but no less critical—alignment between Product and Customer Success teams. Product and CS alignment is a missed opportunity for many companies to better understand and improve their customer experience. Join Denise Stokowski (VP Solutions – Product Management and Security, Gainsight) and Dan Demas (VP of Customer Success, Pendo) for an interactive discussion around a new alignment model for Product and CS teams. In this webinar, you’ll learn: Best practices for increased cross-team engagement Shared metrics for customer engagement and satisfaction Integrating toolsets for better customer data and 1:many outreach And much more Can’t attend live? Register anyway and you’ll receive the recording after the event.
Tuesday, July 31 | 11:00 a.m. PT / 2:00 p.m. ET Whether you’re scaling your Customer Success operations to accommodate a larger customer base, or to save on CSM headcount, you need technology. Dell Boomi was in hyper-growth mode. Their portfolio was doubling every year and they needed a way to engage with all of their long-tail customers without sacrificing the human element that’s so key in customer relationships. They turned to Gainsight’s Tech Touch Element to efficiently manage customers across their lifecycle. Along the way, they learned a lot of valuable lessons that they’ll share with you. In this webinar, Bill Davis (Senior Manager Success Operations, Dell Boomi) and Tyler McNally (Director of Customer Success—MM + SMB, Gainsight) will cover: How automation can drive onboarding, adoption, risk management, and more How to create a tech touch strategy (without getting overwhelmed) Best practices to ensure success And much more Can’t attend live? Register anyway and you’ll receive the recording after the event.
Thursday, June 28 | 10:00 a.m. PT / 1:00 p.m. ET They say it takes a village to raise a child, but the same is true when it comes to retaining your customers. Everyone needs to pull together from the people who build your product or service to the people who sell and market it—and everybody in between. Depending on your business model, your company could have half a dozen or more departments who “own” at least one touch point with your customer. So how do you ensure that each experience at every touch point with all your teams is consistently on message? Join Ganesh Subramanian, Director of Product Marketing at Gainsight, and Jesse Ariss, Senior Product Marketing Manager at Vidyard, as they discuss the strategy of cross-function customer experience (CX) as a part of a company-wide focus on Customer Success. In this webinar, you’ll learn: Who should own Customer Experience How to coordinate right-time, right-message communications How to align Support, Product, Sales & Marketing, Account Management, CSM, and all other customer-facing functions How to measure and benchmark key CX metrics And much more Can’t attend live? Register anyway and you’ll receive the recording after the event.
Your customers are constantly interacting with your product and your employees. How are you synchronizing your efforts across all teams and touch points to maximize their chances of success? Learn how to drive Customer Success throughout your company You know your customer base is your best, most consistent engine of growth. But with so much complexity involved in orchestrating, executing, and scaling journeys for each segment across functions, you need a strategy. Learn the science of company-wide Customer Success. In this ebook, you’ll get actionable advice on: How to synthesize predictable outcomes and positive experiences How to grow revenue through three distinct lead vectors How to generate a holistic strategy that earns buy-in from Product, Sales, Services, Support, and more
Multinational Software & IT Business Gets Proactive in Risk Escalation, Improves Overall Health of Accounts The Multinational Software & IT Business featured in this case study is one of the largest pure-play software companies in the world. They help customers maximize existing software investments and embrace innovation in a world of hybrid IT—from mainframe to mobile to cloud. They had no way to monitor customer health holistically and escalate high-priority risks to executives. Without a single source of customer data, it was impossible for them to flag risks based on a blend of objective data sources and qualitative identification by team members. In this case study, you’ll learn how Gainsight helped this Multinational Software & IT Business to: Save CSMs a tremendous amount of time by providing a single source of customer information Take a proactive approach to combating churn by giving executives and CSMs with visibility into at-risk accounts Create consistent processes with standardized Playbooks Leverage automated Calls to Action to stay informed of customer risks Better manage risk escalation
Software & Advisory Services Provider Revamps Customer Journey and Improves CSAT by 10% and Net Retention by 20% The company featured in this case study is a subsidiary of a large American multinational conglomerate and provides software and advisory services around operational technology and infrastructure. Their wide variety of offerings made it difficult to create consistent customer journeys that led both parties to succeed. When they carried out a customer-wide survey, they found out that customers felt like they were going the journey alone and were left wondering, “Do you care whether we’re successful or not?” In this case study, you’ll learn how Gainsight helped this company: Reduce at-risk accounts by 33% Improve Customer Satisfaction (CSAT) scores by 10% Raise Net Retention by 20% Revamp their customer journey to be more centered around client outcomes Build an adoption enablement process that made customers more confident in the product Establish customized engagement touchpoints Capture and execute on customer goals and drive adoption and risk processes
