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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

6 Min Read 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

1744 Registered

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

9 Min Read March 31, 2020
  • Greg McGlaughlin


    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.
  • Howard Tarnoff


    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.
  • Heather Hansen


    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.
  • Lauren Denault


    [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.

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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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Through The Lens of PX: How Gainsight’s Customers Double Down on Customer Success During COVID-19 Image

Through The Lens of PX: How Gainsight’s Customers Double Down on Customer Success During COVID-19

Customer Success is more important than ever during this crisis. As new sales slow down due to uncertainties in budgets and spending, retaining customers is the easiest and more effective way to keep the cash flow going. At Gainsight, we have two really interesting data sources to get a real-time view of how Customer Success teams are hard at work to deliver outcomes and retain clients: Through our Product Experience (PX) technology, which is inserted into the live application code of hundreds of leading SaaS vendors, we can watch global cloud adoption in real-time as the impact of COVID-19 hits We use PX in our own Customer Success platform to track our customers’ usage of the CS product. Through this, we can witness how CSMs are reacting to COVID-19. PX Data Shows SaaS Usage Is Growing Rapidly Our internal radars went off for us operationally when we noticed how much our clients’ usage of their own applications is growing. With PX, we have our javascript code embedded in SaaS applications and thus get to witness every user’s clicks and actions, anonymously, across a healthy set of cloud applications.  We observed some interesting data points about our customers’ products and their […]

6 min readJune 4, 2020
Going Back to Offense: 6 Things We Learned from Our Second COVID-19 SaaS Retention Survey Image

Going Back to Offense: 6 Things We Learned from Our Second COVID-19 SaaS Retention Survey

March 2020. Feels like decades ago, huh? We were learning to work from home, optimizing our Zoom backgrounds, and buckling in for “a few weeks” of quarantine. Little did we know. And from a SaaS leadership perspective, in March, we wondered what will the year look like financially? Truth be told, we are all still wondering, but the image is coming into greater focus. In mid-March, we sent out a survey to the CXOs of public and late-stage private SaaS companies asking about their expectations for customer retention. We received an incredibly high response rate, signaling the importance of this topic. We know a lot has changed in two months, so we decided to re-survey the same base and review how they are thinking about their clients and retention in the coming months. Here’s what we learned: 1. Churn Rates Are Going Up But Not As Much As People Thought Although respondents initially thought their Gross Renewal Rates (GRR) would decrease by 3-6% in enterprise segments and 17+% in SMB segments, all respondents now predict slightly less churn than they initially thought. We observe that most companies have by now triaged their installed base and quantified the COVID-19 risk. In […]

3 min readJune 4, 2020
Customer Strategy Assessment Image

Customer Strategy Assessment

Every organization – regardless of size, industry or type of product – experiences challenges when developing and optimizing their customer strategy. Whether you are just building the foundation of your customer success team or are looking for ways to scale and drive growth, there are obstacles that require the full support of your organization to tackle. At Gainsight, we have spent many years observing these obstacles firsthand, and working with our customers to help address them. The result of this work can be summarized within our Customer Pain Framework, which consists of the following six areas: Expansion, Customer Experience, Retention, Efficiency, Adoption & Visibility. In order to help you better assess your current state relative to each of these areas, we have created the Customer Strategy Assessment. The survey sets out to do the following: Help you prioritize which of the pains is most critical for your organization to tackle first Provide you with benchmark comparisons for where you fall relative to peer organizations Serve as the basis for our team to deliver a prescriptive set of solutions that will have the biggest impact possible on your company’s performance We invite you to complete the assessment and look forward to working […]

2 min readMay 28, 2020
Product Planning in the Age of COVID-19 Image

Product Planning in the Age of COVID-19

PMs have a difficult job navigating the delicate balance of customer feedback, engineering resources, sales requests, and product innovation. In times like now when people are more dependent than ever on products, that balance becomes even more precarious. Watch for a lively discussion with Jeetu Patel, Chief Product Officer at Box, Allison Fortman, Product Management Director at Trimble and Mike Berger, VP of Product Marketing at Gainsight to uncover the unique requirements for product planning during COVID-19. In this webinar, you will learn more about the specific principles of product development at Box and Trimble and what new processes they are putting into place to lead their teams during this pandemic. If you lead a product team, you won’t want to miss these insights into shifting to the cloud quickly (for Trimble), creating user delight, managing remote teams, and the new financial implications all of this entails. In this webinar you will learn: The Box 7 product principles How to migrate to the cloud  Data-driven product decision making GTM and engineering challenges during COVID-19 And more!

2643 registered
Risk Management in the Age of COVID-19 Image

Risk Management in the Age of COVID-19

During these difficult times, you need an actionable game plan to swarm your book of business to ensure the right level of support at the right times. We are pleased to be joined by Gainsight customer, Debbie Ashton, Founder & SVP, Strategic Customer Experience at FinancialForce alongside our CEO, Nick Mehta and Kellie Capote, Vice President, Customer Success to discuss how FinancialForce is using newly developed Gainsight COVID-19 workflows to help our customers navigate these new risks.  Watch as we discuss how to create dashboards to help your CSMs segment their customer base based on COVID-19 exposure, track concessions and negotiations, and review health indicators all within Gainsight. This level of account insight is allowing organizations to gain access to the same information fast allowing for quick pivots during these unstable times. In this webinar you will learn: FinancialForce’s approach to COVID-19 workflows Defining risk categories Customer risk indicators Simple activity tracking And much more.

2499 registered
10 In-App Engagements to Boost User Experience Image

10 In-App Engagements to Boost User Experience

In-app engagements are an extremely effective method of increasing user engagement and retention. Studies show that products with in-app engagements see a 3x boost in engagement and a 4x increase in conversions. Watch this webinar to see how your team can easily use in-app engagements in various formats–as guides, surveys, and notifications. We’ll show you how to set up messages and segment to your heart’s content so that your in-app engagements boost user experience, drive adoption, and lead to product growth. In this webinar, you’ll learn: How to make timely and targeted in-app messages 10 practical applications of in-app engagements When to ask for feedback to gauge user sentiment And much more.

2559 registered
The Customer Success Economy – Now Available! Image

The Customer Success Economy – Now Available!

The Customer Success Economy builds on the success of Gainsight’s first volume, Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue, released in 2016. Just four years later, it’s become required reading for thousands of recurring revenue businesses around the world. And Customer Success has evolved into a philosophy and practice that is infused into every part of an organization. In this new book, Mehta and Pickens share how Customer Success is practiced at organizations across various industries. Download the first chapter for FREE today!

1 min read
The Essential Guide for the SaaS Executive During COVID-19: People, Process and Tools Image

The Essential Guide for the SaaS Executive During COVID-19: People, Process and Tools

We are entering a ‘new normal’ and leaders like you need a guide on how to manage sales, retention, and expansion leaning on the insights from your Customer Success and Product teams. Now more than ever, SaaS leaders are doubling down on existing clients as new logo sales slow down. This guide will help you align your people and processes using Gainsight tools to ensure you thrive through this pandemic with renewed visibility and better decision making strategies than ever before. Human first strategies to lead through a crisis How to use playbooks to level up remote teams How to categorize your clients to strategize efficiently  How to effectively use product usage data during a downturn And more!

In-App Engagement Kit Image

In-App Engagement Kit

The complete kit for anyone who wants to supercharge adoption and onboarding in their product. In-app engagements, those outreaches that happen within your product, are ideal for getting the right information to the right users. But, send out too many and they’ll hurt your product experience more than they help. This In-App Engagement Kit has everything you need to create a complete in-app engagement strategy. Inside the kit, you’ll find: The Guide to In-App Engagements: Covers the basics and provides steps to set up a governance plan that will keep users safe from the dreaded “in-app engagement fatigue.” The TRUSt Framework for In-App Engagements: A handy reference to keep everyone aligned on how to use in-app engagements. Request Form Template: An example form to ensure that requests from other departments come with all the necessary information you need to prioritize, create, and launch them. Copy Templates: Easily create eight of the most-used types of engagements with these helpful templates. Tracking Template: Use this spreadsheet template to organize, track, and measure the results of your in-app engagements. Start sending unlimited in-app engagements today! Free for 90 days. For a limited time, you can use Gainsight PX, free for 90 days, to […]

2 min read