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 Are The Customer Success Company
Innovative companies are protecting and nurturing their most valuable asset—their customers—with the power of Gainsight's award-winning platform.
- Gain deeper insights into customer behavior
- Operationalize the customer lifecycle
- Coordinate actions and results across teams
[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.
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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We know you have questions about Gainsight’s acquisition of Aptrinsic. We tried to answer all the questions we anticipate will be common, but we’d love to field any specific inquiries you might have. If you don’t know who to contact, just email us at firstname.lastname@example.org. First, why not take a look at this video—you can hear from both companies’ leadership in their own words why they made this decision and what it could mean for you. Strategy and Business Decision 1. What does Aptrinsic Software do? Aptrinsic is a product-led growth solution that delivers powerful analytics and in-product engagements used to increase adoption, retention, and expansion in B2B companies. The software enables digital products to increase trial conversions and accelerate return on product investments to help drive customer retention. With Aptrinsic, companies can implement effective product-led go-to-market strategies that increase product adoption and customer lifetime value. Aptrinsic provides product managers and marketers with tools to make informed decisions on what to build next, collect relevant feedback from the right customers, and guide prospects and customers to “a-ha!” moments. 2. Why did Gainsight acquire Aptrinsic? Customer Success leaders want better visibility into product adoption to influence the product roadmap and […]
If you take a look at my LinkedIn page (and scroll way, way down), you’ll see exactly where my career took a left turn. (No, not Chipshot.com—you scrolled too far!) I started my professional career as a product manager. Well, I tried to start my career by doing a Master’s in Computer Science in college, which taught me I wasn’t smart enough to be a developer, but maybe I could hang with them. Over the years, I moved up from Product Manager to “Manager of Product Management” (still a bizarre title to me!) and so on. That was my career trajectory, and I couldn’t have been happier. It checked all the boxes for me—strategic thinking, working collaboratively, creativity, working with sales, and above all a total focus on giving the customer a great experience. Not to mention lots of PowerPoint! When I left the world of product management to become a CEO, Customer Success was barely a gleam in my colleague Dan Steinman’s eye! But when I look back on it, I can see how it was preparing me for this crazy world of CS, and how the skills I honed in PM are so complementary to my job today. For the […]
Today we announced that Gainsight is acquiring Aptrinsic. I couldn’t be more excited to start working closely with Aptrinsic’s CEO and co-founder Mickey Alon. I’ve come to respect Mickey deeply as a thought leader, and his vision for how to help his customers is very aligned with ours. In this post I’ll share the “why” behind this acquisition, which gets to the root of Customer Success philosophy. It may even challenge us to think differently about what Customer Success is really all about. Ask Why “I need to scale.” This is a statement I’ve made myself, and that I’ve heard many times over the years from Chief Customer Officers and their teams. It’s such a common refrain at this point that we take for granted that the need to scale is a central responsibility in the CCO role. But perhaps it would be worth our time to ask, “Why?” And to ask it again, and again, and again. Let’s play devil’s advocate with ourselves. “Why do you need to scale?” “Because CS isn’t a priority at my company.” “Why are you saying it’s not a priority?” “Because my CFO won’t give me more budget.” “Why isn’t your current budget sufficient […]
Thursday, October 25 | 11:00 a.m. PT (2:00 p.m. ET) Your Quarterly Business Review (aka Executive Business Review) is often a make-or-break moment in your customer relationship. If you nail it, you can proactively solve the challenges that are the seeds of future churn. If you fail, your relationship just might fail too. A properly-executed QBR/EBR is the culmination of months of effort from many individuals and teams. It’s an incredibly strategic moment, which is why so many people struggle to pull them off seamlessly. You need involvement from Product, Sales, CSM, Support, and others—but you can’t have representatives from each team present at the meeting. You need data from many different sources, but you need to orchestrate it in a way that makes sense for the customer. And you need to do it all at scale. How do you involve the right person at the right time in the QBR/EBR process? How do you share information effectively? And how do you scale your system proportionally for your high-touch clients and your long-tail? Join Kellie Capote, Manager of Gainsight’s National Customer Success Team, and Josh Lowy, CEO and Co-Founder of Hugo, as they help you solve your QBR/EBR strategy for […]
With Q4 right around the corner, it’s time to start taking a closer look at your upcoming renewals. With a little bit of luck and some persistent Account Managers, you could have a decent retention rate. Except it’s not about luck, or even persistence—it’s about process. And you need to implement the right process yesterday. Companies with Gross Renewal Rates in the nineties track renewals methodically, well in advance of the contract expiring. They forecast renewal likelihood with accuracy, escalate risky accounts, and execute the proper, prescribed playbooks precisely and repeatably. It’s all laid out in the Renewal Management Element. In this webinar, Gainsight’s RVP Customer Account Management, Kelly DeHart, will guide you through the RM Element. She’ll be joined by Ben Michael, Director of Customer Success at Jamf, who will showcase exactly how the RM Element has effected major improvements in renewal process in his organization. In this webinar, you’ll get actionable advice for: Improving your renewal forecasting accuracy Escalating at-risk accounts with the right response at the right time Scaling your renewal process across segments And much more
Last year, we answered your questions about the ins and outs of building your next year’s Customer Success budget. We talked about everything from what your Finance team is looking for to optimal headcount to segmentation and beyond! It was one of our most popular webinars of the year. So this year, we’re taking it to the next level by bringing back our CCO and CFO, Allison Pickens and Igor Beckerman, respectively. But they’ll be joined by Gainsight’s CIO, Karl Mosgofian, who will bring an IT perspective to Customer Success budgeting. Come prepared with all your toughest questions! We’ll answer as many as we possibly can.
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