[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.
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.
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.
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.
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.
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I love playing professional matchmaker. It’s my favorite part of business. I’m sure if I were born 100 years ago in my family’s native home of Gujarat, India, I would be the annoying uncle always trying to set people up in relationships. But my modern, software company version of that urge manifests in helping link career seekers to their next opportunities. And I’ve hit a goldmine of opportunities in the customer success profession. 5 CXO requests today for #CustomerSuccess leader intros – this market is en fuego! — Nick Mehta (@nrmehta) September 24, 2019 As I’ve tweeted many times, the customer success leadership job market is white hot. Every week, several CEOs reach out to us at Gainsight asking for advice, intros, and background checks on hiring a leader. We’ve spent the last six or seven years growing the world’s largest network of customer success leaders, and I absolutely love using it to help professionals and companies connect. Although I’m not a recruiter by profession, I’ve been able to learn a lot about customer success more broadly by facilitating some of these connections. And several of my colleagues have done the same. We’ve also enjoyed comparing notes with the pros in […]
Customer success has taken the business world by storm, and not just in tech and SaaS. CSM is one of the fastest growing jobs worldwide across industries and geographies. Check out this State of Customer Success report based on LinkedIn data—you’ll see it’s a good time to be in customer success. As a company, Gainsight’s success has been firmly pegged to the success of the customer success movement. It’s been a banner year for CS, and so it’s no surprise it’s been a banner year for our company as well. In the last 12 months, we booked a ton of new customers and expansion deals, we’ve dramatically accelerated our product, grown our global employee base by 23% (now 668 Gainsters worldwide), our R&D team grew by 26% and is now a team of 255 Gainsters, and we hosted a sold-out conference for more than 5,000 people. If you’re already excited about customer success, here are six points to validate you. If you’re not, hopefully you’ll read this and get on board the bandwagon! 1. Companies are investing more in customer success. CS is no longer an emerging industry—it’s established. How do we know? Bessemer Venture Partners recently wrote the new 10 […]
Every meeting I have with leaders about customer success starts pretty much the same: “Nick, before we get started, I want to let you know that our business is a little different from most typical companies.” The myth of the unique business model Maybe you’ve heard this from your clients and partners as well. And it makes sense—you have the closest view of your company to see all the intricacies and idiosyncrasies. Every snowflake looks the same until you get really, really close. On one hand, logically if every company tells you they are “different,” perhaps that means they’re more alike than they realize. After all, even if you’re “one in a million” that still means there are 7,530 people on earth exactly like you. But on the other hand, there is truth in the small variations that make companies, like snowflakes, unique—especially because (sticking with the snowflake analogy) what makes snowflakes different are emergent properties, not inherent. The molecular makeup is the same, but tiny variances in humidity, temperature, the particle it forms around, and thousands of other variables cause the snowflake to form in unpredictable and inimitable ways. In other words, what makes your company unique—as with snowflakes—is dependent […]
Thursday, October 31 | 11:00 a.m. PT (2:00 p.m. ET) Expanding the Account Management team by 5x in 12 months? Getting them onboarded in one week? Doing it all for a global, distributed workforce? Sounds pretty scary! WeWork was facing down a monster task as it looked to train up its rapidly expanding team. Including the challenges of global distribution and massive, rapid scale, WeWork also had to solve problems like: Training the team on major updates, releases, and changes and overcoming low engagement to do it. Communicating minor changes in process and technology to the various teams as they became relevant. Tracking the impact of training and onboarding activities. Saving time and sanity by automating activities. In this webinar, you’ll hear from WeWork’s Senior Lead of Growth Operations, Brian Goodliffe, on the tricks he and his team used to solve those challenges, as well as a few treats inside Gainsight that helped them do it. Expect a huge haul of tasty onboarding best practices and actionable training tactics you can put into practice at your growing Customer Success or Account Management teams tomorrow.
Tuesday, November 12 | 11:00 a.m. PT (2:00 p.m. ET) In the early days of a company, leading by intuition and managing by observation were perfectly feasible modes of operation. But as you cross the threshold into scaling, assessing all aspects of your software product–how it’s built, taken to market, monetized, and maintained–gets harder and harder every step of the way. Product management leader Melissa Perri will talk about all things product operations–the art and science of supporting product strategy with evidence. An unsung hero that fuels winning strategies, and the secret sauce that makes and empowers great leaders. Product operations is a rising trend in the software product industry. It’s a function that seeks out and eliminates barriers that prevent leaders from creating, executing, and managing evidence-based product strategy. It’s not a single activity or project, but an ongoing process of learning, discovering, and improving. It requires commitment and tenacity but has a huge payoff. In this webinar, you’ll learn: What is product operations? Why is product operations important? How to implement product operations in your organization. And much more!
Thursday, October 17 | 11:00 a.m. PT (2:00 p.m. ET) You want to build a product your customers love. Luckily, they’re eager to tell you exactly what they desire. But if that’s the case, how come so many products aren’t keeping up with customer needs? There’s a fundamental gap between the collection of customer feedback and product roadmap development. Most companies have a ton of valuable sentiment data at their disposal just collecting dust! Join Andrej Danko, VP of Product at productboard, and Travis Kaufman, VP of Product Growth at Gainsight, as they share how you can maximize the value of feedback. They’ll take you on a journey following customer feedback from submission to creation as a new product enhancement. In this webinar, you’ll learn: Properly collect and prioritize customer feedback. Perfect the handoff of feedback. Incorporate feedback into your product roadmap. And much more!
It’s fall, and you know what that means: the leaves are changing color, pumpkin spice lattes are back in season, and Gainsight is being recognized as a “Leader” on the G2 Grid for Customer Success. It’s our fifth-straight time receiving this honor and far from us taking it as a given, we’re even more grateful than ever. Achieving Leader status on the G2 Grid means more to us than any journal’s recognition, because it’s entirely based on our customers’ online reviews. Our business is customer success, and if we’re not delivering on that promise for our customers, we don’t deserve to be in business at all. That’s why it’s especially meaningful when those customers take the time to post about their experiences on sites like G2. But as important as this report is to us, it’s even more important to people evaluating customer success platforms. The G2 Grid For Customer Success is a completely unbiased, scientific aggregation of customer reviews and third-party market data. It evaluates all the software providers in the category across usability, scalability, data security, and much more. Every review is stringently verified by G2 and the aggregate scores are blended with a market presence score to […]
Global Technology Company Uses Gainsight to Evolve Its Customer Success Approach for Better Engaging and Serving Its SaaS Customers In business nearly 100 years, this global technology company is steadily evolving into global e-commerce, software, and other technologies. It employs over 13,000 people globally and serves more than one million businesses, including over 90% of the Fortune 500. As the company shifted from providing on-premise software business to Software as a Service (SaaS), it has had to evolve the way it approaches customer success. Without onboarding that involves CSMs, the company had no view into how and how much customers were using its self-serve, freemium products or where they might need assistance to ensure adoption. It also had no insight into when they were moving from trying to buying, meaning the company was missing potential upsell opportunities. With Gainsight, the company equipped its CSMs with insight into all customer activity, enabling it to: Engage all customers as relevant activities occur Migrate freemium users to paid Achieve ROI in the first year using Gainsight Read the case study to learn more about how this global technology company has evolved its approach to customer success
Revenue. It’s the bottom line for any business. But in the new economy, it’s not enough to build a company on one-time transactions. Today’s customers demand successful outcomes and great experiences, and if you don’t provide them, the market is fluid enough to meet their needs when you can’t. But if the economy is operating under new rules, how are you supposed to grow your revenue through renewal, expansion, and beyond? This Essential Guide to Recurring Revenue is your all-in-one primer on how to understand modern recurring revenue relationships. It has detailed breakdowns on the different types of recurring revenue business models, all the metrics required to benchmark success, and best-practice strategies to compete and win in the subscription economy. In this ebook, you’ll learn: The underlying drivers of the recurring revenue economy. The most common challenges recurring revenue businesses face. Recurring revenue metrics and how to calculate them. The difference between lean and expensive revenue. Revenue operations tactics. What systems and processes you need to grow recurring revenue. And more!