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.
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.
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.
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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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Schedule A DemoHow many of us have heard a business claim “our key differentiator is that we’re very focused on the customer?” And how often has that claim lined up with reality? It’s one thing to say you’re customer-centric. It’s another to put it into practice. Savvy business leaders have long understood that a certain level of customer-centricity is just table stakes. Fool me twice and all that. But that barebones level of focus on the customer usually translated into sporadic, pre-sale oriented, and ill-defined actions. Over the past few years, however, that’s changed rapidly. The rise of digital business has added urgency to—and rigor around—the concept of customer-centricity. But one thing missing from this whole conversation on customer centricity, customer obsession, and customer success has been data. Is this happening in a way that can be measured? What are the actual figures around these trends? What’s the pace of change and what can we reasonably infer about the future? To quantify the shift in the digital era, Gainsight commissioned Forrester Consulting to take a closer look at what they’ve dubbed “the age of the customer” and how today’s digital business climate has elevated customer success to a mission-critical growth function. We […]
Ben Franklin once said, “An investment in knowledge pays the best interest.” Build up those knowledge reserves by attending these can’t-miss conferences of 2019. North America SaaStr Annual | February 5-7, San Jose, CA Event Website Photo source: SaaStr Blog SaaStr is an annual conference that brings together the best & brightest minds in SaaS. It’s the largest gathering of its kind in the world and this year they’re expecting 12,500+ attendees and 300+ speakers. Even if you don’t live in the U.S., if you’re looking to scale and grow your business, SaaStr is the place for you. IBM Think | February 12-15, San Francisco, CA Event Website Photo source: IBM Think IBM Think is a four-day conference that tech junkies dream about. Inspiring sessions, professional development—and did we mention they’re expecting 30,000 attendees this year? Talk about endless networking opportunities! From AI to cloud infrastructure to security and beyond—whatever you can think up, chances you can learn more about it at IBM Think. DX3 | March 6-7, Toronto, Canada Event Website Photo source: DX3 DX3 is Canada’s largest conference for marketers that showcases best practices and insights on all things digital marketing. Their attendee list includes a wide range of notable companies […]
We don’t have a handle on how each customer is using the product. We need to scale our customer onboarding. Our biggest challenge is product adoption. These challenges are nothing new to Customer Success (CS). But as SaaS becomes the global standard for delivering software, it’s urgent that companies get to the root of the problem. In the Age of the Customer, buyers will hold you accountable for outcomes, and users are increasingly expecting consumer-grade usability and product experience. The world is realizing that to drive Customer Success in a SaaS business, the product plays a central role. No longer just an assemblage of features, the product is a channel to gain key behavioral insights and drive engagement. Bringing the product into your CS strategy isn’t a nice to have in SaaS. It’s a business imperative. Those who don’t recognize the critical bridge between Customer Success and Product will struggle to compete against those who do. For Customer Success teams looking to drive customers to value quickly, to understand user behavior, and to accelerate growth, the product is a great place to start. It provides levers for scale and the foundation for a more holistic Customer Success strategy in the […]
Tuesday, January 29 | 10:00 a.m. PT (1:00 p.m. ET) In 2019, customer success continues to be one of the fastest growing and most influential professions in the world, overseeing the most critical component of the subscription economy: customer outcomes. So, where do all these superheroes of renewal and retention go to find the latest tools and best practices, network with their peers, and flex their surging buying power? The answer is simple. Year after year, they go to Pulse, the epicenter of the customer success movement. Gainsight’s Pulse Conference gathers the world’s largest community of executives, practitioners and thought leaders for three days of education and networking. And in 2019, Pulse will be bigger and better than ever, welcoming more than 6,000 delegates into the world-renowned Moscone West Convention Center in Downtown San Francisco. What does all this mean for the speakers, sponsors, software and service providers for the industry? A LOT. And there’s nobody better explain it than Gainsight CMO, Anthony Kennada, and Marketing Chief of Staff, Scott Salkin. So, don’t miss out on a unique opportunity to join Anthony and Scott as they take you you through an overview of Pulse 2019 sponsorship and speaking opportunities, some […]
Thursday, January 17 | 11:00 a.m. PT (2:00 p.m. ET) Most software buyers already know which product they’re going to purchase long before they ever reach out. How do they know? The same way you know what you’re going to buy on Amazon or which restaurant you choose on Yelp or Google: online reviews. But in the case of SaaS, the impact of these reviews isn’t fleeting—it sets the tone for what you hope will become a years-long relationship that grows and expands as each partner does. You need to have the right people, process, and technology to understand and take advantage of this ecosystem before it takes advantage of you. In this webinar, you’ll hear from Marie Macbain, VP of Research Operations at G2 Crowd, on how to make better use of online reviews in your purchasing decisions as well as get actionable best practices to inform your strategy with regards to online reviews. Then Amanda Meinert, Manager of Customer Marketing at Gainsight, will give you some evidence-based tactics to get more and better online reviews by activating advocates with right-time, right-message communications.
Why do we “do” Customer Success? Because successful customers renew. It’s the ultimate business goal behind the broader movement, but it’s also the one aspect of Customer Success that often has the least-developed process. But why? Why is the core economic driver behind Customer Success oftentimes not a systematised process like health scoring and journey mapping? Whether it’s tracking upcoming renewals, forecasting renewal likelihood, risk escalation, or coordinating with Sales and Account Management, you need a best practices process. Join Gainsight’s VP Customer Success, Operations, & Support, Ashvin Vaidyanathan, and Chief Sales Officer, Bryan Hamblin, as they outline the most effective renewal management process based on 500+ Customer Success implementations. This webinar is based on the number-one session from Pulse Europe, and is being broadcast on U.K. time. In this webinar, you’ll learn how to: Forecast renewals accurately Structure your renewal playbook Collaborate across functions And much more!
Nearly 70 percent of companies with customer success (CS) programs increased customer retention, while 91 percent of companies without a CS programs believe their customers suffer through issues that could be prevented or reduced if they had one. What investments and organizational changes does a business need to ensure their digital services are delivering differentiated value to customers? Digital business and customer success go hand in hand. In this day and age, if you haven’t shifted to digital services (i.e, if you don’t have software-driven or software-supported offerings sold as a subscription service that is accessed online), you’re putting your business at risk. Companies that do not invest in customer success programs or the technological and organizational structures that support them will struggle. How do we know this? Gainsight commissioned Forrester Consulting to evaluate the importance of customer success in serving customers, along with the technological and organizational requirements to successfully deliver customer success. To explore this topic, Forrester Consulting surveyed 160 customer success decision-makers at U.S enterprises. Learn why customer success is an imperative to digital businesses and access key recommendations for building and sustaining customer success organization. In this study, you’ll learn Why enterprise executives believe customer success […]
For the third year in a row, we’re delighted to share that Gainsight has been recognized as a “Leader” in the G2 Crowd Grid Report for Customer Success. The G2 Crowd Grid Report for Customer Success (Winter 2019) is a biannual report that shows how the leading customer success solutions stack up to one another based on customer satisfaction and market presence. G2 Crowd’s scoring methodology blends data from user reviews and a vendor’s market presence, taking into account their social impact and market share, to generate the results for their Grid Report. Once scored, a vendor falls into one of four categories: Leader, High Performer, Contender, or Niche player. This robust piece of research material should be read by anyone evaluating a Customer Success solution. Learn exactly how each of the 19 companies included in the report received their score, their highest and lowest-rated features, satisfaction ratings, and more. Download this report to get: The G2 Crowd Grid visual A deep dive into the methodology behind the scoring process The Grid scores that determined each vendor’s placement Side-by-side feature comparison Additional data including customer segments, ROI, and more
When evaluating software, the vendor you choose is as important as the product. A product could seem well-equipped for the job and carry the features you’re looking for, but if your vendor is not willing to invest the time to make sure you actually get value, what’s the point? This brings up a new list of questions to consider: Is working with this vendor going to be difficult? How efficient is their Support team? Are their current customers happy? We’re excited to announce that Gainsight has been ranked the highest-scoring customer success software vendor in the G2 Crowd Grid Mid-Market Relationship Index for Customer Success. G2 Crowd’s proprietary algorithm factors in real-user satisfaction ratings to simplify the vendor relationship evaluation process. If you’re in the market for a customer success solution, the G2 Crowd Grid Mid-Market Relationship Index for Customer Success is a must-have evaluation resource. Why should you download the Relationship Index? The data is based on unbiased peer reviews from real users Relationship Scores make comparing vendors quick and easy Categories like, “Ease of Business,” “Likely to Recommend,” and “Quality of Support” help you to drill down into what’s important to you
