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.
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.
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 saw, with Gainsight, a 3% improvement in retention rate on $1B in revenue.
We were able to use Gainsight Reporting and Calls-to-Action to drive up our on-time renewal rate 10 percentage points.
We've actually been able to quadruple the amount of customers that we reach in our lower tier.
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.
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.
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 DemoCheers, mate! The fourth annual Pulse Europe has come and gone and we feel pretty full of doughnuts, ice cream, and Customer Success best practices. Thanks to everyone that joined us for these two days (three days if you attended Pulse Academy Live) of discovery and fun. In case you missed it, or just want to relive the magic, we’ve summed up some memorable moments and takeaways from Pulse Europe 2018. There were so many of them, it was challenging, but here goes! Like the universe, Customer Success is always expanding We were beyond stoked to have Professor Brian Cox speak at this year’s event. He shared the many ways we think about the creation of our universe and our place in it. While some of us were reminded how little we actually paid attention in science class, we were also reminded of how far Customer Success has gone on its journey in Europe. Just like the universe, Customer Success is constantly growing and everyone within it is trying to understand their place in the grand scheme of things. Customer Success was created by recurring revenue businesses with the need to retain customers—think of this as the industry’s “big bang.” Since […]
It’s been three weeks since we acquired Aptrinsic, and we’re just now getting our heads above the waves of conversations and opportunities that the announcement spurred. One question that surfaced a number of times: as a company that’s branded around Customer Success, what is Gainsight doing to preserve Aptrinsic’s high velocity and orientation towards Product? The question behind the question is: “The Aptrinsic product, team, and message resonates with me. Is that going to change now that they’re part of Gainsight?” No, it’s not. In fact, we chose Aptrinsic because their product, team, and message is something we want to amplify, not change. As we completed our due diligence on Aptrinsic, we were blown away by the quality of their team and product. It is a lean group of high achievers: Engineering and Product team members average over 10 years of relevant experience, carry deep domain knowledge, and have followed Mickey through multiple companies. Sales, Marketing, and Customer Success have found viral traction in just a year in-market. This is a team that’s kicking butt. We’re excited to double down on that. While Gainsight and Aptrinsic both see an opportunity for something greater by coming together, we’re keeping the teams […]
Roses are red. Violets are blue. NPS is a leading indicator for retention—except it’s just not true. It’s often taken for granted (even among long-time Customer Experience (CX) professionals) that Net Promoter Score (NPS) survey results correlate positively to retention. Sure, it may not tell you why a customer is happy or not happy. It may not provide any prescriptive actions for you to take, but it’s valuable because it’s one of the few basic metrics that’s truly predictive of future behavior—the likelihood a customer will retain. But there are two main problems with that assumption: The NPS survey was never designed to predict churn The data does not support the idea of correlation to retention. You can find out a lot more about NPS here, but the basic premise of it is a single survey question that asks a customer to rate how likely it is they’ll recommend a given product or service to a friend or colleague on a scale of zero to 10. Nines and 10s are considered “promoters,” sevens and eights are “neutral,” and anything lower is a “detractor.” Take the percentage of promoters minus the percentage of detractors, and wham bam—you’ve got yourself an NPS score. […]
Tuesday, November 27 | 11:00 a.m. PT (2:00 p.m. ET) If you want to make more money, you need to get more customers. It’s a simple fact. But all those new customers need to be onboarded well so they adopt, expand, and ultimately renew. And that means you need to scale. You won’t be able to onboard customers at a one-to-one ratio—at least not for long. But for many companies—especially ones with complicated or comprehensive products—that means accepting that your onboarding quality will suffer; the only question is how much. Don’t accept that! You can scale up your onboarding process without being forced to give up personal touch. Gainsight’s VP Aptrinsic Marketing, Travis Kaufman, as he walks you through a tested system for growing your onboarding capabilities while still engaging with customers in a way that feels personal to them. In this webinar, you’ll learn how to: Guide your users to “a-ha” moments in your product Create “release experiences” to introduce new features Re-engage users to complete critical tasks And much more!
Gamification is one of the hottest topics in software for basically any vertical or use case. Everyone wants to achieve that snowball effect of engagement and growing depth of use between client and product. But it can be a dangerous game—there are probably more failed schemes than there are successful. Imprivata has figured out how to gamify Customer Success for its clients. Join Imprivata’s Worldwide Director of Customer Success, Roelf Kuitse, and Gainsight’s Director of Product Marketing, Ganesh Subramanian, as they explore a successful Customer Success gamification strategy and answer your questions on how you can do it at your company. In this webinar, you’ll learn: How to leverage data to create your strategy Best practice milestones to target How to incentivize your customers to engage And much more!
Product adoption is one of the few surefire leading indicators of churn. Whether you’re on the Product team or the Success team, it’s your job to improve adoption—or watch your customers leave. But when you have so many internal organizations jockeying for the client’s attention span and almost all your day-to-day interactions happening digitally—generating dozens of data streams, how do you respond to each client’s unique roadblocks with the product experience. And how do you do it at scale? There are three pain points to product adoption in SaaS and there are three key strategies to overcome them. Join Gainsight’s COO and CTO of Aptrinsic, Allison Pickens and Mickey Alon, as they reveal the keys to better product adoption. You’ll learn how to: Improve alignment between Product and CS teams Drive more effective engagements with your customers Collect and leverage the right data signals to get insights And much more!
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
