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.
[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 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.
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
The daily life of a product manager is busy—you don’t have time to waste on software that doesn’t fit your needs. Especially when you consider how much time and resources get put into evaluating, implementing, onboarding, and navigating change management. So, what can you do to save yourself all that effort? It might seem like a time sink at first, but thoroughly researching solutions will save you time in the long run. There’s a lot of content out there on the internet so take advantage of them and read the reviews, check out the case studies, and schedule the demos. The more time you put into researching software equates to less time you’ll waste on a solution that isn’t right for you. With that in mind, we’ve put together a comparison breakdown to help you out. This post focuses on Gainsight Px compared to Mixpanel, but don’t let your journey stop here. You’ll never know for sure if a solution is a right fit until you try it out, so if you’re looking at Gainsight PX, take advantage of our free trial and schedule a demo to see if we fit your needs. Keep in mind, you should never rely on just […]
Our mission is to prove that you can win in business while being human first. So we want to put the spotlight on some of those humans helping Gainsight win in business! This time around, let’s meet our VP of Market Development, Hayley Jean Farr, and hear from her in her own words. Tell us a bit about yourself and what your role is at Gainsight. I am based out of my home office in Chelsea, MA—just a few miles outside of Boston—where I live with my husband, David, and our two cats, Wyatt and Watson. In my past life, I led Customer Success and Professional Services Operations at athenahealth where I implemented Gainsight in 2018. I fell in love with the “outcomes-focused” customer success methodology and with Gainsight. Here at Gainsight, I am pioneering a new function, Market Development, where I am identifying scalable ways to target, serve, and support companies outside of SaaS. What does your day-to-day look like? Since I’m just a few months in, my typical day-to-day involves a lot of listening and learning! On a typical day, I might join a teammate in Sales for a demo call, speak with a customer who is implementing […]
As a B2B SaaS company, your customer success strategy can be your best sales strategy. And I don’t just mean for expanding customers through upsells and cross-sells (farming). I mean for acquiring net-new customers. I’m talking about hunting. Your customer success strategy can be your best customer acquisition strategy. Here’s how I measure “best customer acquisition strategy” in this context: Win Percentage Optimum Deal Size (dollars paid up front) Speed of Sale …AND: Time to First Value (post-sale) Many B2B SaaS companies suffer from too many competitive losses, heavily discounted quotes, and no-decisions during net-new sales cycles. These weaknesses are often compounded by a failure to consistently, quickly, and efficiently get the customers that are acquired to First Value as part of onboarding. If this is your company, you’re not alone. This is endemic in B2B SaaS companies today. The cure lies in the design and application of your customer success strategy. When your customer success strategy is designed and applied correctly to the customer acquisition phase of your customer lifecycle, you will win bigger deals with more customers faster—all while ensuring these new customers can achieve First Value quickly during onboarding. Allow me to explain why this is the […]
Tuesday, July 30 | 11:00 a.m. PT (2:00 p.m. ET) Where is your customer feedback going? Does it actually make it to your product roadmap? In an ideal world, customer feedback would flow from customer to customer-facing teams to the rest of the company. But it often feels like this valuable data is lost in a black hole. Eigenworks has set out to learn more about these communication workflows. Join Alex McDonnell, Client Insight Lead at Eigenworks, as he discusses part one of this study. He’ll share insights gleaned from interviews with customer success professionals about how they and other teams can improve the flow of customer feedback. In this webinar, you’ll learn: Four strategies to improve communication flows Frameworks to prioritize customer feedback How you can participate in and follow the progress of this study And much more!
Thursday, July 25 | 11:00 a.m. PT (2:00 p.m. ET) The two biggest predictors of customer churn are poor onboarding and the loss of an executive sponsor. While often looked at as an unavoidable and unfortunate part of the customer journey, the loss of an executive sponsor can really be viewed as just another handoff in the onboarding and customer success process. Handoffs are a critical part of the customer journey and we’ll discuss how these materially impact the likelihood of customer satisfaction, customer success and customer churn. Join Jamie Cole, VP of Marketing and Product at Taskray, Tyler McNally, Sr. Director of Customer Success at Gainsight, and Meenal Shukla, Sr. Client Outcomes Manager at Gainsight, as they give you a detailed framework for operationalizing the handoff between Sales and CS. In this webinar, you’ll learn: A methodology for onboarding customers from the handoff through to a new executive sponsor. How to streamline the handoff from Onboarding to CS. And much more!
Gainsight and LinkedIn teamed up to release the newest comprehensive data on the state of the customer success profession. You can read the whole thing right here, but if you want all-important context, we’ll be breaking down what we can infer for the future based on this data. Join us for this short webinar in which we’ll take a closer look at three macro trends you might miss from just looking at the data in the report. Gainsight’s CCO, Ashvin Vaidyanathan will give his perspective and take your questions on the topic. This webinar will be highly valuable for anyone currently in a customer success role or looking to join the movement. But on top of that, if you’re trying to get a handle on the current and near-future state of the subscription business model and the tech industry at large, this will be a can’t-miss half hour. In this webinar, you’ll learn: One critical area of investment for forward-thinking customer success teams. Several tactical ideas for how to better align CS to growth metrics. How to improve upon diversity and inclusion in your company. And much more.
Discover the dramatic business model changes underway in the tech industry and how these changes are acutely impacting product management. Product management leaders are faced with dramatically changing their approach to how they are leading their organizations, investing and operationalizing to drive their business’ recurring revenue engine. This paper explores the challenges TSIA member companies are facing, identifies some proven practices, and offers guidance for an effective path forward. It’s an ideal asset for SaaS or XaaS product management leaders to understand what’s to come in 2019. In this report, you will learn: The top challenges of product management leadership Trending design methodologies for successful X-as-a-service offers Best XaaS pricing strategies XaaS product management revenue growth An inside look at the current state of XaaS product management XaaS critical success metrics & KPIs
A comprehensive guide for Product leaders. Look around you. How many people are on their computer? Their cell phone? We’re surrounded by digital experiences, both at work and at home. Whether you’re a SaaS or cloud business, or if a digital experience is just one facet of your offerings, it’s imperative that you deliver an amazing product experience. As a product leader, this weight of this responsibility falls on your shoulders and if you want to create competitive products, you need to develop a customer-centric mindset. Understanding product experiences inside and out will benefit your customers and your career. We’re no longer transitioning to a new era of business, we’re deep in it, and if you want to keep up, you need to be in tune with your customers and deliver continuous intrinsic value. Otherwise, you’ll be obsolete before you can say, “Blockbuster.” Are you already aware of the necessity of providing positive product experiences for your customers? Give Gainsight’s Product Experience Platform a try. Need a bit more information? Download the essential guide to product experience ebook. In this ebook you will learn: The value of a great product experience The components necessary to deliver it Best practices to […]
A comprehensive guide for Customer Success leaders. Customer success (CS) is a business imperative. But this emerging discipline is growing so fast, how do you keep up? Introducing the comprehensive guide for Customer Success leaders, “So You Want to Be Successful in Customer Success?” Featuring insights from customer success leaders from Rapid7, Adobe, and Gainsight, this in-depth guide is a must-read for any modern CS professional. If you’re building a team, you’ll learn how your peers are making a case, measuring success, and hiring rockstars. If you’re looking for a job in CS, this guide will ensure you nail the interview. Download this guide to learn how to: Hire the best CSMs Build a CS function Measure success Prepare for the future of CS And much more!