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 31, 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
  • 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.
  • 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.
  • 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.
  • 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.

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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

5 Human-First Product Management Considerations to Make During COVID-19 Image

5 Human-First Product Management Considerations to Make During COVID-19

This is a challenging time for each one of us—whether as an individual or as a business. In these difficult times, it is more important than ever to keep a human-first approach in mind for all of our decision-making. Especially in the way we build our products as we touch many human lives with them. Aligning on What Matters As a Product person, you’re not just responsible for making your boss or board happy, you’re responsible for the success of your users and the wellbeing of your teammates. If you want to balance it all, you need to lead with empathy. There are three dimensions to be considered in human-first product management: First and foremost are our customers who spend their time on our products. Next are our engineering/product teams who toil long hours to execute on the vision of our companies and bring great ideas to life. Last but not the least, our investors who provide the necessary resources to drive the company’s mission forward.  Take a moment to visualize what these three dimensions mean to you. How do they factor into your daily decisions? How does your company view these three dimensions? While it can be difficult to satisfy all three dimensions in […]

6 min readApril 2, 2020
4 Strategies to Help Close Every Renewal During a Slowdown Image

4 Strategies to Help Close Every Renewal During a Slowdown

Renewals and account leaders, now is your time to shine. Downturns are hard, even on recurring revenue businesses.  In a time like this, your existing customers are even more precious: with slower top line growth, it’s more critical than ever to protect what you have. That means the pressure is on to close as many renewals as possible, close them on time, and find pockets of upsell. This is where Account and Customer Success leaders have the opportunity to step up to the plate and demonstrate what their teams can do. But what’s really critical to focus on? Here are five things you need to start doing right now in your renewals or account org to ensure you’re set up to weather the current economic landscape and bring in every last renewal dollar. 1. Ensure you have a process such that every renewal comes in on-time In times of massive growth, you might be less worried about letting a few low-value renewals come in late or even slip. But in a downturn, ensuring every single renewal comes in on time, no matter how small, is mission critical – because the cash flow can literally make or break your business. What […]

5 min readApril 2, 2020
Churn Is Coming: 12 Learnings From A Survey Of SaaS CxOs Image

Churn Is Coming: 12 Learnings From A Survey Of SaaS CxOs

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 […]

6 min readApril 1, 2020
Driving Sales through a Downturn: How the CROs of Dropbox and Flexera are Adapting Image

Driving Sales through a Downturn: How the CROs of Dropbox and Flexera are Adapting

Thursday, April 9th | 10:00 a.m. PT (1:00 p.m. ET) We’ve talked to many software/SaaS CEOs and CROs in the last few weeks who are focused on expanding existing customers to counter the slowdown in new business. During economic disruption, leading companies prioritize the retention and expansion of existing customers as they become the lifeblood of the business. Our CEO, Nick Mehta and our SVP of Customer Account Management, Kelly DeHart will be joined by Philip Lacor, VP of Global Sales at Dropbox and Ryan Kubacki, CRO at Flexera to discuss the approach revenue leaders are taking during these times. In this webinar, you’ll learn: How to quickly identify the right accounts to focus on cross-sell/upsell How to surface renewal risks early and how to handle them How to handle the inevitable increased pricing pressure How a coordinated, connected Sales and Customer Success motion will drive expansion And much more!

655 registered
Managing Churn During COVID-19: A Conversation with Bessemer Image

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 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. Watch this webinar to find out 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.

2164 registered
10 Things I Do to Meet 500+ Customers a Year as a CEO (while WFH) Image

10 Things I Do to Meet 500+ Customers a Year as a CEO (while WFH)

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. Watch this webinar 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. You’ll also learn how he’s adapting to a completely virtual meeting schedule. 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

1569 registered
Gainsight’s Work From Anywhere Guide Image

Gainsight’s Work From Anywhere Guide

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!

1 min read
Valentines for the Product Manager in Your Life Image

Valentines for the Product Manager in Your Life

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!

1 min read
The TRUSt Framework for In-App Engagements Image

The TRUSt Framework for In-App Engagements

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!

1 min read